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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
Plusnet Help Team
Plusnet Help Team
Posts: 7,612
Thanks: 2,222
Fixes: 380
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?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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