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No internet since fiber upgrade 17.04.18

Gwyn
Newbie
Posts: 3
Thanks: 1
Registered: ‎27-04-2018

No internet since fiber upgrade 17.04.18

On 17.04.18 my broadband was upgraded to Fiber extra.

Have no internet since then

I rang support on 18.04 but I didn't have Plusnet router but my own TP-Link AC1200 (It was working on ADSL signal without any problems) so they blame setup. So I tried different router BiPAC 8800AXL R2 day later and plusnet HubOne on 20.04 when it finally arrived. Same result I'm getting VDSL signal but no internet.

On 20.04.18 i called support and raised fault (Question #172902252)

Didn't have any updates so I called support again on 25.04, been told that my fault have been passed as a handover to CT.

Notting changed/ no attempt to contact me

 

The bottom line:

I have no internet for 10 days now

Tried 3 different routers/micro filters, test socket, loging by bt_test@startup_domain (following the guide on this forum), factory reset, and yes my username/password is correct.

 

 

 

3 REPLIES 3
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: No internet since fiber upgrade 17.04.18

Hi there.

I can see we've got an engineer visit booked in.

Can you let us know how it goes?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gwyn
Newbie
Posts: 3
Thanks: 1
Registered: ‎27-04-2018

Re: No internet since fiber upgrade 17.04.18

Hi.

Yes ill let you know.

Gwyn
Newbie
Posts: 3
Thanks: 1
Registered: ‎27-04-2018

Re: No internet since fiber upgrade 17.04.18

It's working now!!!. Turns out that it was something wrong with the build/profile on the Openreach side.

The engineer said strait away that might be something wrong with the profile (cuz he had similar problem in last week or so).

 

Its a shame that it took so long to fix the problem, almost two weeks without internet and 8 days?! to book an engineer visit.. Common lads you can do better than this Wink