No internet since internet outage on Saturday...
Hi there,
I have had no internet at all following the outage on Saturday, and am without internet still right now. They have been running "tests" on my line for the last 2 and a half days now... is this normal.? How many days does it take to run tests..?
I have tried and done everything Plusnet have suggested without luck.
Ticket No. 92936204 from Saturday states "We are currently performing tests on your broadband service which will allow us to investigate the problem you've reported.
Please be aware if this is a new fault that this can take up to 24 hours."
I was told yesterday it would be another 24 hours.
and I was told on the phone this morning that it could yet be another 24 to 36 hours without internet and still being charged for a service I am not receiving.
Any help would be greatly appreciated..!
Cheers
Nelson
P.D. On a conversation with one of your colleagues he noticed that my Mum, to whom I had given one of my spare modems (without updating the modem with her PlusNet details "Still with my loggin details in it") had taken up my internet connection and that I needed to disconnect and update her modem with her details (Which I did). Could it be that after the outage my Internet service was assigned to her line instead of mine?
I have had no internet at all following the outage on Saturday, and am without internet still right now. They have been running "tests" on my line for the last 2 and a half days now... is this normal.? How many days does it take to run tests..?
I have tried and done everything Plusnet have suggested without luck.
Ticket No. 92936204 from Saturday states "We are currently performing tests on your broadband service which will allow us to investigate the problem you've reported.
Please be aware if this is a new fault that this can take up to 24 hours."
I was told yesterday it would be another 24 hours.
and I was told on the phone this morning that it could yet be another 24 to 36 hours without internet and still being charged for a service I am not receiving.
Any help would be greatly appreciated..!
Cheers
Nelson
P.D. On a conversation with one of your colleagues he noticed that my Mum, to whom I had given one of my spare modems (without updating the modem with her PlusNet details "Still with my loggin details in it") had taken up my internet connection and that I needed to disconnect and update her modem with her details (Which I did). Could it be that after the outage my Internet service was assigned to her line instead of mine?
Hi Andy,
Following almost a week of internet downtime; having tried every single advice from the support team at PlusNet and a "No show" engineer visit,..
today a very friendly and knowledgeable Openreach engineer came by and ran all the usual line tests showing a perfectly fine line but still no internet; a new modem was also part of the tests.
In the end the solution to my never ending "Concentrator not reached" problem was a "Port Reset" (not to be confused with an SNR reset).
Despite the long wait and the unforeseen pitfalls of this issue, PlusNet came through with style and showing the due diligence and importance that a customer without internet for almost a week expects.
Looking forward to the usual solid and flawless service I had become accustomed to from PlusNet.
Thank you very much to all of you guys at PlusNet.
Following almost a week of internet downtime; having tried every single advice from the support team at PlusNet and a "No show" engineer visit,..
today a very friendly and knowledgeable Openreach engineer came by and ran all the usual line tests showing a perfectly fine line but still no internet; a new modem was also part of the tests. In the end the solution to my never ending "Concentrator not reached" problem was a "Port Reset" (not to be confused with an SNR reset).
Despite the long wait and the unforeseen pitfalls of this issue, PlusNet came through with style and showing the due diligence and importance that a customer without internet for almost a week expects.
Looking forward to the usual solid and flawless service I had become accustomed to from PlusNet.
Thank you very much to all of you guys at PlusNet.
Quote from: NRV618 P.D. On a conversation with one of your colleagues he noticed that my Mum, to whom I had given one of my spare modems (without updating the modem with her PlusNet details "Still with my loggin details in it") had taken up my internet connection and that I needed to disconnect and update her modem with her details (Which I did). Could it be that after the outage my Internet service was assigned to her line instead of mine??
If that router was one that auto configures the account and password, you just changing the login details is not sufficient. Plusnet need to remove the details of that router against your account from the TR069 database.
80 is the sync speed. The IP Profile is the maximum data rate taking in to account all the overheads.
What does https://portal.plus.net/my.html?action=data_transfer_speed say for your current line speed?
What does https://portal.plus.net/my.html?action=data_transfer_speed say for your current line speed?
Hi there
Your speed profile hadn't updated yet which will have been restricting your speeds.
I've increased this for you now to match the BT Profile so if you log into your router and disconnect then reconnect your connection your speeds should pick up.
Alternatively you can reboot the router which will have the same effect
If you're still having issues after this please let us know
Your speed profile hadn't updated yet which will have been restricting your speeds.
I've increased this for you now to match the BT Profile so if you log into your router and disconnect then reconnect your connection your speeds should pick up.
Alternatively you can reboot the router which will have the same effect
If you're still having issues after this please let us know
Hi Matthew,
Thank you very much for your prompt assistance; I did as advised but the connection speed was jumping all over the place with very brief glimpses of the speeds I was used to :o. After a few attempts at connecting and disconnecting the internet via the router, I decided to reboot the Openreach modem and that did the trick for me.
I now have a stable connection in the download and upload speed regions I was used to. Thank you very much again for your prompt assistance it is much appreciated.
Nelson
Thank you very much for your prompt assistance; I did as advised but the connection speed was jumping all over the place with very brief glimpses of the speeds I was used to
:o. After a few attempts at connecting and disconnecting the internet via the router, I decided to reboot the Openreach modem and that did the trick for me. I now have a stable connection in the download and upload speed regions I was used to. Thank you very much again for your prompt assistance it is much appreciated.
Nelson