Moved to Plusnet on 2nd, still no broadband
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- Re: Moved to Plusnet on 2nd, still no broadband
Moved to Plusnet on 2nd, still no broadband
04-06-2015 9:36 AM
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Initially I was going to use my TalkTalk router which isn't locked to TalkTalk and had it all setup correctly but was told by support that I would need an unlocked router as that was the problem. I went and got another router and set it up with the credentials supplied and still no broadband.
Support takes an hour to get through to and then tell me it'll take 3 days for someone to look at the issue. Its a new connection, there shouldn't be an issue.
Anyone like to comment or provide assistance? I'm on the verge of throwing in the towel and cancelling the whole lot and moving to BT.
Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 9:46 AM
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Some initial questions to establish the exact situation:-
Quote Initially I was going to use my TalkTalk router which isn't locked to TalkTalk and had it all setup correctly but was told by support that I would need an unlocked router as that was the problem.
You moved from TT Fibre, did you already have a BT OpenReach modem or was the TT router a combined VDSL modem/router ?
Did you get a BT modem as part of the installation ?
What make/model router do you now have ?
Oh! BTW, welcome to the forums
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 9:56 AM
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I have a BT fibre modem which was linked to the D-Link DSL-3680 router via the WAN port so I merely changed the config on the router from "Dynamic IP assignment" (TT) to "PPPoE" with my username and password (PlusNet). As this didn't work, the support team advised to get another router, which I did to avoid any possible issue and set it up as per PlusNet (PPPoE with username and password) linked to the fibre modem. The router shows a connection to the modem and the modem has DSL but the router will not authenticate. The router is a simple WAN Engenius router just to try and prove a point. If I ever get this sorted, I will be changing the router to one of the new Archers.
Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 10:19 AM
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Meanwhile it's possibly worth just double checking that you have the PPPoE credentials correct. The username should be your plusnet username (the one you use to login to the member centre) followed by @plusdsl.net and the password is, again, the one you use to login to the member centre https://portal.plus.net/index_nlp.html . This http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml explains it a bit better.
BTW given that the DSL-3680 doesn't seem to be locked (it let you change to PPPoE and set the username/password) , I don't see why that shouldn't work fine
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 10:37 AM
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I still don't understand why it takes so long to check and fix an authentication issue, if we took this long to fix a clients problem, we wouldn't be in business!
Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 10:54 AM
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That's just plain wrong!, try bt_test_user@startup_domain & bt_test_user@plusdsl.net in that order. They're correct for ADSL and AFAIK they're no different for FTTC.
Quote I asked the support rep on the phone on Mon if there was any chance this was the case and if there was a "generic" account I could try to identify the issue, to which she replied, NO!.
Post back when you've tried those but hopefully! one of the CRT will have picked this up by then.
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 12:58 PM
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 1:17 PM
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 1:23 PM
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 2:17 PM
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That seems to indicate the problem is in BTs court.
Quote Ok so I just tried bt_test@startup_domain and I don't get connected so I assume there's a fault somewhere???
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 5:03 PM
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Surely it doesn't take nearly a week to sort a simple problem! As poor as TT were, I was never without broadband for more than a couple of hours. This is now becoming a serious issue as I have 2 children studying for A level and GCSE exams and need access to the internet to download and print past papers and get access to revision notes.
If this is not resolved by tonight, I will have to implement some other internet facility which I will expect PlusNet to pay for as this is absolutely ridiculous.
Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 5:08 PM
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Actually that's probably better than it sounds, the fact that it's off-hold and back with the faults team means someone's taken some action on it. The next action due Sunday probably relates to waiting for BT to respond...
Quote Just checked the status of my ticket and it now says it has been taken off hold and sent back to BOT - FTTC Logged Faults - Auth, the next action is due on Sunday???
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 5:25 PM
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Re: Moved to Plusnet on 2nd, still no broadband
04-06-2015 5:39 PM
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In that case I guess he contacted BT to get them to investigate as there's probably nothing more he can do directly, since it looks like it's their side. Problem is BT can take up to 48 hours to respond, although it's often quicker.
Quote It was Matthew who updated the ticket at 1.24pm today.
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Re: Moved to Plusnet on 2nd, still no broadband
05-06-2015 9:52 AM
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It's going to need a engineer to investigate further.
I've updated the fault but if you can let me know when your available I'll get that booked in.
We have tomorrow available with AM between 8am and 1pm or PM between 1pm and 6pm.
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