Fibre not working yet
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- Re: Fibre not working yet
Fibre not working yet
30-12-2020 3:54 PM
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Re: Fibre not working yet
31-12-2020 3:26 PM - edited 31-12-2020 3:27 PM
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Hi @valnetinazou. I'm sorry to hear that you've been unable to get online following your activation. I can confirm that the broadband activation order has fully completed.
Testing your line hasn't picked up any faults from here but looks to show that the line isn't detecting your router at all at the moment:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_0008 | ||||
Description | Modem is out of sync and fault is most likely to be in the home environment | ||||
Main Fault Location | OK | ||||
Sync Status | Out Of Sync | ||||
Downstream Speed | 0.0 Mbps | ||||
Upstream Speed | 0.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | Unknown | ||||
Voice Line Test Result | Pass | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Technology | VDSL | ||||
DP Type | External | ||||
Profile Name | 0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2020-12-18T15:30:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 39.9 Mbps | 39.9 Mbps | 39.9 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 0.0 Sec | 900.0 Sec | 352.3 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2020-12-31T15:00:33.348+00:00 | 2020-12-31T15:15:33.348+00:00 |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 900 | 0 |
As this is the case, it's likely that there's been an issue with how the router has been set up and we'll need to run through some troubleshooting steps to try and get to the bottom of this. I'd recommend starting with basic checks here. If that doesn't resolve the problem the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the connection improves. This rules out internal wiring, faceplates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.
Re: Fibre not working yet
01-01-2021 10:01 AM
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Thank you for your reply. My master socket doesn’t have a test socket so I can’t do that 😣
Re: Fibre not working yet
03-01-2021 5:04 PM
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Hi @valentinazou, would it be possible for you to attach a photo of your socket and setup so we have a better idea of where the issue could be occurring?
Re: Fibre not working yet
03-01-2021 10:03 PM
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Hi, here are the pictures! let me know if they're clear enough, thanks
Re: Fibre not working yet
04-01-2021 8:57 AM
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@valentinazou are you sure that's the master socket ? It doesnt have either a BT or Openreach logo on it. Even most of the old style sockets had logos.
Are there any other phone sockets anywhere ? Might be worth trying to trace where the phone line comes into the house and see if there are any sockets hidden away
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Fibre not working yet
04-01-2021 9:46 AM
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Re: Fibre not working yet
04-01-2021 12:54 PM
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Any unusual characters in your username / password ?
Re: Fibre not working yet
04-01-2021 12:56 PM
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Re: Fibre not working yet
04-01-2021 1:08 PM
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Outside the ranges A-Z (upper & lower case) and 0-9 some characters are unusable.
Re: Fibre not working yet
04-01-2021 2:05 PM
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Re: Fibre not working yet
04-01-2021 2:33 PM - edited 04-01-2021 2:36 PM
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If your modem/router can’t log in to the Plusnet system then it’s never going to work.
This would confirm comment made by @EmilyD
Re: Fibre not working yet
04-01-2021 2:36 PM
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Re: Fibre not working yet
04-01-2021 2:44 PM - edited 04-01-2021 2:45 PM
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It’s the username / password used in your account.
Then follow these instructions posted on an earlier thread by one of the support team :
1. Go to the router's homepage at http://192.168.1.254
2. Click on the Advanced Settings tab
3. Type in the admin password found from the back of the router and click the OK button
4. Click on the Continue to Advanced Settings button then the Broadband tab
5. If there's a Disconnect button, click that
6. Change the username to the broadband username in the format of username@plusdsl.net If you can't remember this I'd check for any emails we've sent you for example an email with you bill on as we'd add the username to the top of the email.
7. Type in the account password, this can be reset here: https://www.plus.net/forgotpassword/ if needed.
8. Hit the Connect button.
Re: Fibre not working yet
04-01-2021 3:53 PM
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