No fibre broadband

[#1]

Hi

We moved to Plusnet a week ago. Everything was working fine initially but on Friday night we seem to have lost connection - solid orange light and B. Still not working today.

Phone plusnet yesterday - they ran line checks and said all fine. Reset router and tried a different router - still not working. When try to sign in via PPP it says error but password definitely correct as can login to account and it had been working fine previously?

Any suggestions much appreciated..

[#2]

Hi @KF,

I'm sorry that your broadband isn't working at the moment and for any inconvenience that this is causing you.

I can see from your connection log that you're currently offline However, testing your line isn't picking up the cause of this:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	70.3 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	315.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Interference Pattern	Regular Interference Observed on Weekends
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 17:45 to 18:00
Interference Location	Unknown
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-02-12T17:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	64.5 Mbps	73.5 Mbps	70.5 Mbps
Up Stream Line Rate	19.6 Mbps	20.0 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	867.2 Sec
Retrains	0.0	2.0	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	2019-02-25T09:04:33.718+00:00	2019-02-25T09:19:33.718+00:00
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	1	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

If you've not done so already, I'd recommend that you run through the basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know if the issue persists once you're connected to the test socket.

[#3]

Hi Emily

Thanks for your reply. We’ve already ran the basic checks and also checked the test socket with no joy. The guy we were speaking to at the weekend said the line was running fine plus we’ve had no previous issues with the line as it was working with BT for 2.5years and no problem.

Can you advise regarding what happens next as we’ve had no internet for 3 days now and done numerous checks at our end to no avail.

Thanks for your help

[#4]

Hi @KF

Thanks for coming back to us.

I've updated your fault  ticket here.

Best wishes

Dave