Urgent help please Fibre connection but cannot get pages to load or anything to connect

[#1]

Sorry for hi backing your thread. Just wanting to highlight your not alone. Exactly the same as me..long time customer and been on unlimited fibre for years with no issues until yesterday. Maybe even the exact same time mine went pop...kids only noticed when they got in from school at 3:30.

[#2]

@Carlbennetts @jscutt

On static Ip, unlimited extra here. No issues - so far (says him holding a big plank of wood). Just wondered if you two are on the same gateway, same area or even the same exchange?

As to support, seems to be a little lacking in some respects. How long does it take (in a computerised world) to get some answers.

[#3]

Hi @jscutt,

Thank you for trying a new router. I'm very sorry that this connection issue is still ongoing and for the inconvenience caused.

I've checked your account and can see that a faults advisor is currently running some tests on your connection and you should receive an update within the next hour. This update will be provided on the open fault ticket here.

[#4]

Yes some progress.

Spoke to the support line they ran several test and found no fault. They were going to test for a few days but I argued that wouldn't help, their is no issue with the line, its a network fault. He then spoke to his manager and they escalated to engineering straight away.

I got a call back in 10 minutes, they had tested and couldn't find faulty either. They have booked in call out with Openreach for Monday morning, hopefully they can find the faulty.

[#5]

Let us know how the visit goes.

Fingers crossed they can fix the problem for you.

[#6]

Can I get an engineer out for my fault? Same problem.

[#7]

@Carlbennetts, line tests aren't showing any issues with the broadband signal coming into your router and apart from the drops last night where something seemed to have happened then, your connection seems stable:

Did you move your router or switch it off at around 7 to 8pm? Do you notice the light on the front of the router change colour when you're unable to connect?

[#8]

I tried 3 different routers, including the plusnet 1 hub at around that time and called your tech support. That will be the line drop. The guy on the phone said he could see the router connected but I couldn't get to a web service or web site. All devices not working over Lan or Wi-Fi.

Forgot to add the light on the plusnet router was solid blue and saying in console it was connected to the internet ok. Again I just could get any device working. Tv, pc, laptop, phone etc

[#9]

Within my router tplink router I can ping www.google.co.uk but can't browse to the webpage. Same for www.bbc.co.uk and all over her sites. It seems DNS server related? I tried the plusnet router again this morning but no good.

[#10]

Can admins move my thr3ads to my own thread? Feel bad for using someone else's thread with my issue

[#11]

Yes sounds very similar, all tests came back good. No change in equipment before fault, everything had been working well.

Engineer suspects some openreach network fault.

Good luck @Carlbennetts will let you know what happens with mine. Looks like a quiet weekend, have to get those books out ive been meaning to read and a bottle of wine.

[#12]

Thanks for the detail @Carlbennetts, if the light on your router remains blue this indicates a data transfer issue between your devices and the router itself and not necessarily a fault with the Openreach network that an engineer can fix.

Having said that, I've compared what you're experiencing with @jscutt and things do seem to be very similar including the cabinet you're on, so I've discussed this at length with our faults guy, who specialises in identifying common trends.

Unfortunately we've been unable to identify a definitive cause for the problem and with the weekend ahead of us, there's not much we can do before next week, so I think it's best we book an engineer for you too to investigate this.

Could you reply to this ticket: https://www.plus.net/wizard/?p=view_question&id=186813064 with your availability letting us know over here once you've done so and one of my colleagues will book the appointment in as soon as we can for you.

Let us know how the visits go, I'd be interested in knowing what the problem is.

[#13]

Thanks Gandalf. I have tried 3 other routers to be sure. I've advised the time slot and acknowledge the possible charge. To add I can ping many websites by name but can't browse them. It does seem it's my end but I'm 99% sure it's your DNS servers. Doesn't blue also mean that my devices can't get out online? So meaning a fault is stopping the devices connect. Why all my devices would stop is very odd tho.

[#14]

So me and jscutt live in the same area if we are on the same cabinet. That's interesting but understand you can't say much more due to GDPR.

[#15]

Hi @Carlbennetts,

Thanks for getting back to us. I've updated the ticket on your account now and this can be viewed here.