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Re: New Customer – No Internet

FIXED
Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

Hi,

I moved from BT Infinity to Plusnet Fibre yesterday. Unplugged BT router plugged in Plusnet router, No connection and very similar situation to above. My password will not hold, the PPP keeps cycling and no connection established.

Any chance Anoush could work some magic on my account?

I have raised a support call after holding for an hour but no resolve so far.

Thanks

 PS Should have said, I have tried all the reset procedures.....

13 REPLIES
Moderator
Moderator
Posts: 18,216
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Registered: 11-01-2008

Re: New Customer – No Internet

Moderators Note.

Split into its own topic for better visibility

@Anoush can you have a look?

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

rongtw
Seasoned Hero
Posts: 6,959
Thanks: 1,525
Fixes: 12
Registered: 01-12-2010

Re: New Customer – No Internet

@Anoush is doing a excellent job at the moment Thumbs Up

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Plusnet Staff
Plusnet Staff
Posts: 2,144
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Registered: 22-08-2015

Re: New Customer – No Internet

HI there @Spandon first of all a warm welcome to the community forums

 

I'm just looking at your fault ticket now and I'll reply within the next few moments.

 


rongtw wrote:

@Anoush is doing a excellent job at the moment Thumbs Up


Thank you Grin

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
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Registered: 22-08-2015

Re: New Customer – No Internet

I've updated your ticket and sent you a text message to arrange an engineer appointment to investigate this. Once you reply to it please let me know on here and I can get it booked in for you.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

 

 

many thanks,

Message sent.

 

Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

 

Just for info , I spoke to a local Openreach engineer who suggested the task to jumper switch my cabinet connection from BT to PlusNet in the DSLM cab had possibly not been raised?

Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
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Registered: 22-08-2015

Re: New Customer – No Internet

Task's definitely been raised as the fibre order had completed and I'm testing the line as fibre.

 

If you're around tomorrow, there's engineer availability for either AM or PM. If not, I'll get the engineer booked for the day you've specified on the ticket.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

 

Definitely good for tomorrow!

Thanks

 

 

Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

 

AM preferred?

Plusnet Staff
Plusnet Staff
Posts: 2,144
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Registered: 22-08-2015

Re: New Customer – No Internet

Aye. All booked in for tomorrow AM. Smiley

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

 

Lovely job!

 

many thanks.Smiley

Plusnet Staff
Plusnet Staff
Posts: 2,144
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Registered: 22-08-2015

Re: New Customer – No Internet

No problems, let us know how it goes Smiley

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Spandon
Hooked
Posts: 7
Fixes: 1
Registered: 16-03-2017

Re: New Customer – No Internet

Fix

Great result.

OR engineer Gareth (Worcester) was excellent. Needed to move to a new port on the DSLM . After a couple of hours and a few cups of tea am now getting 37mb steady.

Thanks to Anoush and all for swift responses and a brilliant job.

Respect.

Cheesy