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No Fibre Connection

ImInIT
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 09-04-2018

No Fibre Connection

 
Router working fine. WiFi connected. LAN devices connected.

 

 No Internet. No pages load on LAN and WiFi devices.

 

Was working fine earlier.

 

Please look into.

14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No Fibre Connection

Sorry to hear that.

Our tests aren't completing as we'd expect so I've raised a fault with our suppliers.

We'll update you when we know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
On00jh2
Hooked
Posts: 8
Registered: 07-03-2017

Re: No Fibre Connection

Never had any issues since February last year when I signed up. Internet stopped working today around 11am and hasn't come back on yet.
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No Fibre Connection

@On00jh2 line tests are showing a potential fault so I've raised this to our suppliers now and we should expect this to be investigated within the next 2 working days.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
On00jh2
Hooked
Posts: 8
Registered: 07-03-2017

Re: No Fibre Connection

Hi Gandalf.
We have some local gas works going on and I have been informed they have cut through "a line". So it's not just me affected.
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No Fibre Connection

That doesn't sound good.

Looks like the fault report with our suppliers has linked to others in your area too.

Hopefully they fix it soon for everyone affected.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ImInIT
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 09-04-2018

Re: No Fibre Connection

Any news on my fault @Gandalf

 

This is the 2nd major disturbance with my Internet connection in as many months, and not having a connection that I have paid for is causing distress as we use it for work.

I would like to have my issue escalated if possible as this is costing me.

Thanks.

Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No Fibre Connection

It looks like an engineer has identified the problem and passed this to an engineer with the relevant skilset to resolve.

Unfortunately whilst I understand the frustration, our suppliers won't accept an escalation as there'd generally need to be a repeat broadband fault report within the past 28 days.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ImInIT
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 09-04-2018

Re: No Fibre Connection

@Gandalf any idea why my DSL Modulation Type has dropped down to ADSL from VDSL (fibre)?

I tried to see if I could configure the router to work on using the published Plusnet ADSL settings below, but no luck.

https://www.plus.net/help/broadband/broadband-connection-settings/
RealAleMadrid
Seasoned Pro
Posts: 691
Thanks: 253
Fixes: 11
Registered: 07-07-2009

Re: No Fibre Connection

A possible explanation is that your line has been wrongly re-connected. You could be on some other person's phone line. If your phone is working try 17070, that will tell you the phone number for the line if it is not the expected number that will be the problem. Best of luck getting it sorted.Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 5,334
Thanks: 486
Fixes: 181
Registered: 01-01-2012

Re: No Fibre Connection

As others have advised it may be that you have what's known as a crossed line

We'll update you when we know more

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ImInIT
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 09-04-2018

Re: No Fibre Connection

@MatthewWheeler and othres...My line has been provisioned since March. So do you mean a new customer was provisioned and the engineer mixed the lines at the cabinet? So potentially someone is using my VDSL line?

 

If this is the case, is there a way to at least get a working service whilst the issue is being rectified?

Plusnet Help Team
Plusnet Help Team
Posts: 5,334
Thanks: 486
Fixes: 181
Registered: 01-01-2012

Re: No Fibre Connection

There's numerous potential causes but we won't know for sure until a engineer goes out

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ImInIT
Dabbler
Posts: 17
Thanks: 2
Fixes: 1
Registered: 09-04-2018

Re: No Fibre Connection

@MatthewWheeler and @Gandalf

Any news on this...Still no Internet for the past 3 days.

 

Spoke to customer support yesterday and was advised I would get compensation for this.

In my questions summary at https://www.plus.net/wizard/ I keep seeing service notices stating my router has been disabled.

 

Please tell me whats going on.

 

Thanks.

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No Fibre Connection

From what I can see an engineer has very recently picked up the job.

We'll get back to you when we receive an update.

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