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No fibre broadband

Posts: 2
Registered: ‎24-02-2019

No fibre broadband


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..
Plusnet Help Team
Plusnet Help Team
Posts: 1,958
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: No fibre broadband

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
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.


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

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 2
Registered: ‎24-02-2019

Re: No fibre broadband

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

Re: No fibre broadband


Hi @KF


Thanks for coming back to us.


I've updated your fault  ticket here.


Best wishes