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No Internet Secured, PN recommend turn off for 1hr 5min!!!

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Rising Star
Posts: 187
Thanks: 42
Registered: ‎31-05-2015

No Internet Secured, PN recommend turn off for 1hr 5min!!!

I have had multiple issues on the internet for a month or so, chronic wifi on 2.4ghz signal.

And today it finally stopped working altogether on all devices saying " No Internet Secured "

Rang PN and 1st support guy stated he'll ring me back - waited 30 minutes no reply.

Rang again 2nd PN support said - He is unaware of this error and is new to job and will pass me onto another rep.

3rd PN rep said - Looks like dhcp problem as no IP is being being picked up, he said my service has been down for 45 minutes and recommended to turn everything off for 1hr and 5minutes.

 

For the love of god, can someone please take over and resolve this issue.

8 REPLIES 8
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

 

Hi @Faizan786

 

Thanks for getting in touch - my apologies that my colleagues did not return your call as promised. I can see that a fault was raised on your behalf at around 8pm yesterday.

 

As things stand, this sounds like a hardware issue, or, a configuration issue with the 2.4ghz band on the wifi frequencies.

 

I would initially recommend cycling through all of the available wifi channels on the 2.4ghz frequency after you've split it out as detailed here.

 

If this does not resolve the issue, I would suggest resetting the router using the pinhole which is in the back of the router itself - you will need a pin, or similar in order to do this and this should be held into the reset hole for around five seconds for this to be effective.

 

Please let us know how you get on with the above - I do not feel that raising a fault to our suppliers is the correct resolution at this stage as your physical, external connection is working perfectly well.

 

Best wishes

 

Dave

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Rising Star
Posts: 187
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Registered: ‎31-05-2015

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

I was getting No Internet secured and left router modem off for 1hr as stated by PN rep.

Its back up and running again but the speeds are bad.

I have done thinkbroadband speedtest and it back to the problem I had last year with Single thread low speeds and multiple test full speed.

It was then taken over my @Gandalf who originally said he couldnt see any issue with hot vlan, but still asked BT to switch me over to another vlan. Which put me back to 100% speeds on single/multiple.

No Engineer booking was required as @gandalf contacted them internally.

If you look at my history of contacts with @gandalf, then you'll see its the same issue again.

Please try the above and hopefully it'll fix my issue.

 

Thanks

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Plusnet Help Team
Plusnet Help Team
Posts: 17,837
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Registered: ‎21-04-2017

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

Hi @Faizan786 

I think I'd struggle to get your service moved to a different S-VLAN considering that things are different to when I requested that last time. In addition, your connection has been dropping frequently recently which points to a more physical line problem:

 

Service layer data from a back-end diagnostic system is also showing the line stability as bad.

Service Layer Data
Circuit ID: N/A Service ID: [redacted]
Telephone Number: N/A Test Executed On: 2019-03-19T14:32:33.642Z
 
 
Date BRAG Brandenburg Code
Line Reach Rate Line Stability
18-03-2019 Very Good Bad OK
17-03-2019 Very Good Bad OK
16-03-2019 Very Good Bad OK
15-03-2019 NA NA NA
14-03-2019 NA Good OK
13-03-2019 NA NA NA
12-03-2019 Very Good Good OK
11-03-2019 NA NA NA
10-03-2019 NA NA NA
09-03-2019 Very Good Very Good OK
08-03-2019 Very Good Very Good OK
07-03-2019 Very Good Excellent OK
06-03-2019 Very Good Very Good OK
05-03-2019 Very Good Very Good OK
04-03-2019 NA NA NA
03-03-2019 Very Good Very Good OK
02-03-2019 Very Good Very Good OK
01-03-2019 Very Good Excellent OK
28-02-2019 Very Good Very Good OK
27-02-2019 Very Good Excellent OK
26-02-2019 Very Good Excellent OK
25-02-2019 Very Good Very Good OK
24-02-2019 NA NA NA
23-02-2019 Very Good Very Good OK
22-02-2019 Very Good Very Good OK
21-02-2019 Very Good Very Good OK
20-02-2019 Very Good Very Good OK
19-02-2019 Very Good Very Good OK

Can you confirm you've tried the steps Here to rule out any internal wiring before we go down the path of an engineer visit to investigate further?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Registered: ‎31-05-2015

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

So Line stability results are bad. No one in PN mentioned this me when I reported No Internet Secured error and Randolph stated something else in first post to me, ah well maybe he doesn't have access to service layer data.

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Plusnet Help Team
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Registered: ‎21-04-2017

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

The poor line stability would likely be as a result of the drops in your connection. I think my colleague saw the drops as you switching your router off/troubleshooting. If that's the case, could you leave your router on for 72 hours to allow the line to stabilise again, then test your speeds using a wired connection. If your router is already on all the time, then I'd recommend going down a fault investigation starting with the test socket.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Rising Star
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Registered: ‎31-05-2015

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

 could you leave your router on for 72 hours to allow the line to stabilise again "

Will report back.

 

Can you design a router that can recognise the 4 walls of a property with wireless sensors in each corners and keep signal within the house, rather then beaming out to neighbours and causing interference. 

 

P.S Love your toaster design, its the best i've ever seen.

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Plusnet Help Team
Plusnet Help Team
Posts: 17,837
Thanks: 5,637
Fixes: 953
Registered: ‎21-04-2017

Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

Will report back.

Keep us posted.

 

Can you design a router that can recognise the 4 walls of a property with wireless sensors in each corners and keep signal within the house, rather then beaming out to neighbours and causing interference. 

One can only dream of such a router.

 

P.S Love your toaster design, its the best i've ever seen.

Cheesy Thumbs_Up

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Anonymous
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Re: No Internet Secured, PN recommend turn off for 1hr 5min!!!

@Faizan786 - You could always wrap your house in Chicken Wire to make a Faraday Cage. Tongue