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Strange issue - router sync'd but no internet

Funk
Grafter
Posts: 26
Thanks: 6
Registered: ‎22-02-2017

Strange issue - router sync'd but no internet

Woke up this morning to find everything offline.  The router (TP-Link Archer VR2800) has been running perfectly for ages and still shows as syncing with Plusnet.  However the Internet section shows as disconnected on the home screen:

Internet: Disconnected

"Please configure your DNS manually."

Connection type: PPPoE

IP Address: <shows my WAN IP>

DNS Server: 212.159.6.10  212.159.6.9 (these should be Plusnet's DNS server IPs I think?)

Gateway: 172.xx.xx.xx

 

However, looking under the Advanced > Network > Internet Connections tab it's showing as 'Connected'...

 

WAN Interface name: pppoe_ptm_101_0_d

VPI/VCN or VID: 101

Status: Connected

I was using Cloudflare's DNS (1.1.1.1 and 1.0.0.1) which were working fine until this morning.  Have swapped back to my BT Hub6 to test (shows 'connected' but no internet) and the same with the original white Plusnet hub which I managed to locate and plug in for testing.

Spent ages on the phone with support this morning, have removed and recreated the connection profile in the TP-Link etc - all to no avail.  The TP-Link actually shows all LEDs as white (which is as it should be in usual operation) although I'm bemused that it thinks everything's fine when in fact it isn't.

 

I've tested with 3 different routers, 2 PCs, a laptop (wireless and hardwired) and my phone - nothing works.

The sync speed shows up OK as well:

 

Current Upstream: 17566 (max 17643)

Current Downstream: 48997 (max 63933)

SNR Margin dB is 6.1 and6.9 up/down

Line attenuation dB is 25 and 13.5 up/down

 

I don't think it's a line fault (as the sync is bang on what I'd expect) but the support guy was out of options.  I'm now in the hands of the Fault team which could take up to 72 hours just for a response.  Not ideal when I'm working from home and up against it enough already.

 

Has anyone else got any ideas, thoughts or recommendations to try from my end to try and fix this in the interim or is it likely to be on Plusnet's side to solve?

 

Cheers.

Edit: worth mentioning that the line was apparently 'banded' and that was removed/reset last week apparently - not sure whether that would have anything to do with it?  We also removed my static IP to see if that was the issue but that didn't fix anything.

6 REPLIES 6
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,260
Thanks: 5,927
Fixes: 988
Registered: ‎21-04-2017

Re: Strange issue - router sync'd but no internet

Thanks for your time on the phone @Funk I'm sorry for the problems with your connection. This is a really odd issue, as discussed I've raised a dial test to rule out or confirm an issue with your account itself. I've also booked an engineer for Tuesday Morning between 8am and 1pm as a backup plan.

I also plan to contact BT's quality assurance team tomorrow to check the S-VLAN at the exchange as there's potential that this may be a severe throughput problem.

I'll call you back tomorrow as soon as I know more with hopefully some good news.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Funk
Grafter
Posts: 26
Thanks: 6
Registered: ‎22-02-2017

Re: Strange issue - router sync'd but no internet

Morning Gandalf,

 

Thanks for your help yesterday - good news; whatever happened overnight following our conversation has restored the connection - it's back up and running.  Looking at the sync speed it's apparently still banded to 44993kbps, however.

 

I know you mentioned that the original request was back on the 1st July but could you re-initiate it now we've got connection back again? The router thinks the max rate should be itro 64973kbps so if I can get even a 10-15,000kbps bump that'd be great.  Upstream looks fine.

 

I think we can cancel the engineer too now the connection's back up. 👍

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,260
Thanks: 5,927
Fixes: 988
Registered: ‎21-04-2017

Re: Strange issue - router sync'd but no internet

Cheers for your time on the phone @Funk 

Really glad to see you're back up and running now although the cause seems to be a bit of a mystery.

As discussed I've submitted a DLM reset and I'll follow things up with you on Thursday.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Funk
Grafter
Posts: 26
Thanks: 6
Registered: ‎22-02-2017

Re: Strange issue - router sync'd but no internet

Bumping an older thread of mine; my line seems to have been banded back on to a lower speed again - it's showing download at 43993 with a max rate of 54828.

 

Is there any chance of a remote DLM reset again please?

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,260
Thanks: 5,927
Fixes: 988
Registered: ‎21-04-2017

Re: Strange issue - router sync'd but no internet

I've arranged for a DLM reset now which should go through within 3 working days.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Funk
Grafter
Posts: 26
Thanks: 6
Registered: ‎22-02-2017

Re: Strange issue - router sync'd but no internet

Thanks Gandalf, it's already jumped to 58619 (max 57688) with a not-unexpected increase in errors, be interesting to see where it settles down to again...

 

What I really want is FTTP but no idea when that might be coming to my area unfortunately!