No internet connection after FTTP upgrade

[#1]

The password box always shows stars after it saves and tries to connect.

Well assuming the test credentials still work on FTTP then that would put the fault firmly in Openreachs court

Hopefully you get a good engineer on Monday...

[#2]

@MisterW the password box is also strange when I enter my Plusnet user credentials, I enter my username@ plusdsl.net then enter my password into the password box and 13 stars appear as my password is 13 characters but when I click connect and connecting appears the password box only displays 8 stars. Also I forgot to ask when I enter user in the credentials you supplied I do enter user and not my Plusnet username? Sorry if this sounds like a silly question but just checking!

[#3]

@MisterW I’ve got everything crossed! Thanks for all your help, I’ll update this post on Monday with the outcome of the Openreach visit

[#4]

Also I forgot to ask when I enter user in the credentials you supplied I do enter user and not my Plusnet username? 

You enter the username exactly as in my earlier post,  not your plusnet username

[#5]

@MisterW just to keep you updated, the openreach engineer didn't turn up today so im no closer to getting the issue fixed. I rang Plusnet who said that Openreach had cancelled the appointment (would of been nice to have been informed of this so my wife didnt have to stay in for no reason)so plusnet have booked another appointment for tomorrow between 1 and 6 (I'm hoping they turn up this time!). The plusnet advisor I spoke to today asked if anyone had offered to supply me a MiFi dongle so we can at least get online, I told her no so she's sending me one out with DPD. She said it uses EE so hopefully their signal is better than the flaky signal I get on O2! I'll keep the post updated once the openreach engineer has hopefully attended tomorrow

[#6]

@MisterW just to keep the post updated, the Openreach engineer came this evening, I loved this bloke he was really knowledgeable and seemed determined to get to the bottom of the issue. He checked everything and said everything was fine with the line and ONT box so must be an issue at the backend. He rang openreach support and told them the issue, they got him to do silly things like turn the router and OTN box off and back on, much to the engineers disgust (at one point he told her this was a waste of time and would fix nothing to fix the issue but he'd do as she asked. A funny moment was when he rebooted the router and she asked him what colour the light on the router was to which he replied " hang on, it doesn't come back on instantly you know!" (I loved this guy!) and then she said she'd ring him back in a few minutes to which he replied "no you won't, wait there your going nowhere!". Did I mention I loved this guy lol! Once this didn't work he basically demanded to be put through to 2nd line support. 2nd line support checked the build package (luckily ive got a Nokia ONT box as they also use an American firm one and this network has crashed so loads of people with this brand ONT are having issues) and said everything is okay so must be an issue at Plusnet's end. Great I thought back to square one! The Openreach guy then rang Plusnet on a special number that the public don't have access to and the Plusnet advisor checked everything at there end and said its all good, she can't see what the issue is. The openreach guy then suggested that they close my package down and build a new package and this should fix the issue, the Plusnet advisor said she will pass this onto Plusnet CAT team. The openreach guy told me that every other ISP ceases your package and builds a new package when you switch to full fibre but for some reason plusnet are the only ISP that don't do this, they transfer your old build over and if they don't do it correctly it won't work so plusnet probably don't know what's been done wrong so don't know how to fix it. He said once they build my new package and it gets sent to Openreach it should be up and running in 24 hrs because the fibre cable and ONT box are already there. So still no Internet but hopefully a bit of light at the end of the tunnel after day 7! On the plus side the mi-fi that Plusnet sent has arrived today and the EE signal it uses is a lot better than O2 so we can at least get on line! Did a speed test and was getting 15Mbps through it so not too bad

[#7]

@bertk1598 thanks for the update, sounds like you got a good OR engineer. Getting through to 2nd line support is like pulling teeth, the engineer has to be VERY forceful ( I've been there with an OR engineer when helping a neighbour! ).

I'm not convinced about the explanation, since AFAIK all Plusnet do is place an order on Openreach and ensure that there own systems are configured for your account. Since the account isnt changed on an upgrade I'm not sure what can be wrong at that end. I would have thought that if the problem was in the Plusnet package build then the startup_domain BT test user would still have worked , but maybe they are not applicable in the FTTP environment ( its a while since I've had cause to use them )

I suspect a 'rebuild' involves a cease and reprovide order to OR which will completely rebuild all the routing, so lets hope that sorts it.

[#8]

I've got my fingers crossed that it sorts it! I'll see if I hear from Plusnet today, if not I'll give them a call when I get in from work and ask for the CAT team and see if they can provide any update

[#9]

@bertk1598 I will keep an eye on this in case the CAT team don't get back to you about this.

[#10]

@willcutforth @MisterW I'd not heard anything from Plusnet when I got home from work at half 6 this evening so I rang them and asked to be put through to the CAT team. The advisor tried to put me through but after 15 mins couldn't get through so he assumed they had closed for the day, he wasn't sure what time they close but his colleague had told him your normally waiting no more than 5 mins so they must have finished for the day. The advisor said they should contact me within 48hrs of the openreach visit so I should here from them tomorrow, if not to ring back about 5. I'll update the post tomorrow evening after I've hopefully heard from them or rang Plusnet and hopefully spoke to them

[#11]

It is with them, it's just there is a 72 hour SLA for them to be in touch, I can see that the engineer has been out and advised it is an authentication issue. Can you DM me the serial number from the ONT?

[#12 · Accepted solution]

@jab1 @MisterW @willcutforth @SammyM WE HAVE LIFT OFF!!! Someone from the Plusnet CAT team rang me today, he said there was a couple of options to try and get it working. One was to contact Openreach and demand they send a senior engineer out as I'd already had 2 engineer visits, the other one was to do a cease and re-provide, he would speak to his colleagues and ring me back. Before he rang me back my wife rang to say the router started flashing orange then went blue and she could connect to it and get online. When the CAT advisor rang me back I told him whatever he'd done it was now working! He said he contacted openreach and asked them to do a soft cease and re-provide ( he said its like a hard reset) and this must of fixed the issue. He said he will keep the ticket open for 24 hours and ring me back tomorrow just to make sure everything is still working. I've just done a speed test and I'm getting 300Mbps download (only getting 45Mbps but who cares!) so happy days! Thanks to everyone who took the time to reply to this post, its very much appreciated! Hopefully this will be the last update

[#13]

Wooooop Woooop!! I'm so happy to hear that  

Just in time for all the Christmas movies too. 

Give me a poke if you need anything else!! 

[#14]

Great news