No fibre broadband connection since switch from BT
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No fibre broadband connection since switch from BT
19-12-2018 9:06 PM
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Re: No fibre broadband connection since switch from BT
20-12-2018 11:33 AM - edited 20-12-2018 11:36 AM
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Hi @colin9,
I'm sorry that you've had no connection since moving to us and for any inconvenience that this is causing you. I've tested your line but the test hasn't picked up the cause of this problem from here and indicates that the line is not picking up the router at all at the moment.
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
Test Outcome | Pass | ||||
Test Outcome Code | GTC_FTTC_SERVICE_1102 | ||||
Description | Modem at End User is powered down. Check that modem is plugged in and switched on | ||||
Main Fault Location | OK | ||||
Sync Status | Out Of Sync | ||||
Downstream Speed | 40.0 Mbps | ||||
Upstream Speed | 10.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOff | ||||
Voice Line Test Result | Pass | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | No Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2018-12-17T13:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | -1 Mbps | -1 Mbps | -1 Mbps |
Up Stream Line Rate | -1 Mbps | -1 Mbps | -1 Mbps |
Up Time | 0.0 Sec | 0.0 Sec | 0.0 Sec |
Retrains | 0.0 | 0.0 | 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 | 2018-12-20T11:13:43Z | 2018-12-20T11:28:43Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 179 | 306 |
Please can you run through the troubleshooting steps here, using the Plusnet router, to rule out any internal wiring/equipment issues. If these steps don't resolve the problem, please report it here and let us know when you've completed it - we'll then be able to investigate this further for you.
Re: No fibre broadband connection since switch from BT
20-12-2018 10:59 PM
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Re: No fibre broadband connection since switch from BT
21-12-2018 10:06 AM
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Hi @colin9, thanks for your post.
That's brilliant news, I'll ensure the advisors manager is aware of the positive feedback.
Please let us know how the engineer visit goes and if you need anything else at all we're only a post away.
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