No internet access
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No internet access
28-11-2017 7:44 PM
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Switched from Virgin to Plusnet on 10th November. Has been an absolute nightmare. No phone or broadband for 7 days, Then I got the broadband working but no phone. Have had visits from 4 different engineers - each one gives me a different story and there is no continuity. They just arrive with a worksheet which has no details of what has been done previously. The last one yesterday fixed the phone line so I can now make and receive calls, but now I have no internet connection! It seems I can have one or the other but not both.
Spent an hour and a half last night on the phone to Plusnet support who had no idea how to fix the problem and are now sending me a new router. The existing router has a blue light and my laptop says it is connected but when I try to open an internet page I get the following page coming up from BT. I get the same message when using the ethernet cable too.
Apparently the Plusnet technical team have never come across this before. Has anyone else seen this page coming up on their PC. I have no problem connecting to my friend's broadband network so it isn't my PC.
Next week it will be a month since I switched and I still don't have the phone & broadband service I signed up for. If it isn't fixed within the next 7 days I am going to give written notice to Plusnet to cancel my contract and lodge a formal complaint and also contact Ofcom. Quite frankly I wish I had never moved from Virgin.......
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Re: No internet access
28-11-2017 8:13 PM
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Its a cross jumpering issue, and yes Plusnet have seen it before, but its not that common so some of the support staff may not have encountered it.
Last time this happened @Gandalf managed to get is sorted for the user.
The error message means you're connected to a port provisioned with another ISP but you're trying to authenticate with Plusnet credentials, so its giving you the BT Wholesale page instead.
Re: No internet access
28-11-2017 8:39 PM
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Re: No internet access
29-11-2017 8:50 AM
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As @mikelahey suspected, our line tests are detecting a potential jumpering problem at the cabinet.
I've raised a broadband fault with our suppliers and we'll be in touch when we've got more info.
Re: No internet access
30-11-2017 11:39 PM
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Thanks to both of you for your replies.
Two more Openreach engineers worked on the problem yesterday and at long last I appear to have both broadband and a working landline.Fingers crossed I have no more issues. Thanks for your input.
Re: No internet access
29-12-2017 12:44 PM
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