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Lost internet HELP

Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Lost internet HELP

Hi, newbie here, have been with PN for a few months now and on 14/01 my internet connection disappeared during the afternoon.( phone all ok still) I called support and the guy tried everything for over an hour but couldn’t find a fix - he ended by saying it would be passed to the faults team who may take 3-5 days to respond....I have an open ticket....
The orange light is on and the orange b comes on and off randomly on hub one.
We tried logins etc on hub, test socket on master socket etc but nothing changed.
Would it be worth trying a different hub? Any ideas as I need this connection back on ASAP.
Thanks.
12 REPLIES 12
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Lost internet HELP

 

 

Hi @Proflex857

 

I've picked this fault up for you and provided an update here. If you could let us know when you've responded we'll get that booked in for you.

 

Best wishes

 

Dave

Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

Hi, I have responded to your message on the open ticket, thanks.
Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

@RandallFlagg

Hi, I have responded to your message on the open ticket, thanks.
Plusnet Help Team
Plusnet Help Team
Posts: 2,188
Thanks: 47
Fixes: 18
Registered: ‎24-07-2014

Re: Lost internet HELP

Sorry to see the issues. It looks like my colleagues have replied before me and arranged a visit for you. Let us know if you experience any problems after the engineer visit.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

@plusnettony

Thanks dude, crossing my fingers that the engineer can find the source of the issue and get us back online - maybe sort the woeful speed out too. 🤔

Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Lost internet HELP

How have things been since the engineer visit? Reading the engineer notes there's no definitive cause given for the fault but it looks like they've replaced the lead-in cabling going into your property and you're back up and running now.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

@Gandalf

Hi, things are much better as we now have a connection, speaking to the engineer he had to go the cab that feeds our property and have the port changed over as it would not authorise correctly and was looking like it was even though it physically wasn’t? He did replace some of the down lead cable into the house for good measure as his test was showing some slight problem still which then cleared.
The speed still seems a little slow but hoping that will settle down going forward.
Thanks for all the support team help with this it has been great. 👍🏻
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Lost internet HELP

Thanks for the overview, I think the engineer may have meant that the port wouldn't 'authenticate' but it's good to see that changing you to a different port got you back online and they did some maintenance on the line while they were there.

I've tested your line and the tests are showing a lot of errors which would likely be causing the slow speeds you're experiencing so I've raised this back to our suppliers to investigate further and I'll let you know when I know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

@Gandalf
I have replied to the ticket with suitable times for the engineer to revisit.
Thanks.
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Lost internet HELP

Cheers, I'll respond back soon

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Hooked
Posts: 7
Thanks: 3
Registered: ‎16-01-2020

Re: Lost internet HELP

@Gandalf
Thanks again for all your help on this, I find it strange that BT engineers keep reporting that no faults are found in their reports when they clearly find and fix them when out at my property?
Thanks for all you are doing with chasing the errors,
Martin.
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,724
Fixes: 963
Registered: ‎21-04-2017

Re: Lost internet HELP

Hi Martin, I'll look into this and respond to your fault ticket shortly. 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team