No WAN IP Address

[#1]

Hi

After 19 months of flawless use, today our connection dropped and wont reconnect. The ONT looks fine but the router is unable to obtain a WAN IP address.

I’ve tried 2 different routers, but unfortunately can’t find my Plus.net original router, and the support agent wouldn’t help me diagnose without using the plus.net router. They are sending me a new one, however it will take up to 3 days and in the meantime we have no internet….

I’m convinced its not the router at fault (as I say, I’ve tried 2 different routers, I’ve also tried a laptop wired direct to the ONT - which was also unable to obtain an IP address). So at the moment I suspect I’ll have to wait days for a new router only to confirm that its not the router that’s at fault.

Any ideas in the meantime please?

Thanks

[#2]

@adamwylde 

Check the PPPoE settings.

Username youraccountname@plusdsl.net

Password as the password at https://www.plus.net/broadband/home/

(the username is above the password box probably).

No need for VLAN settings.

Best guess is it isn't your end!

[#3]

@adamwylde 

Consider factory resets of both the ONT and router.

Brian

[#4]

@adamwylde 

Check that the username or password have not been changed by using them to log in to your account.

[#5]

Thanks. I’ve reset ONT and router. And my username/password work on plus.net

[#6]

I've no idea if this still works, but to fault find account/credential issues there used to be a BT test account.

https://community.plus.net/t5/Broadband/BT-Test-Login/td-p/844979

[#7]

Just to close the loop…

Openreach came. They couldn’t work out what was going on - their help desk ‘rebuilt’ the connection (whatever that means) and it started working. Nobody really has a clue to why it broke or what fixed it, but its fixed nonetheless.

Thanks for the helpful ideas above.

[#8]

When they "rebuilt the connection" they rebuilt the pon, so what may have happened when when of your neighbours got fttp, they got added into the pon and something may have caused issues for your connection.

it shouldn't have happened but it did!