Unable to connect since Saturday FTTP
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- Re: Unable to connect since Saturday FTTP
26-11-2019 11:05 AM
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I opened a question, but I have not had any luck getting an update, the CSA I spoke to last night did not appear to be trained in FTTP, asked me to connect to the master socket...
I have not changed my password (in about 20 years with PN) so I don't think the CHAP authn is due to that. My FTTP has been rock solid for 6 years until now.
Can somebody work some magic please and restore my connection before the family mutiny?
![Smiley Smiley](/html/@39650D28FE4EA73A5BA77CFD0A477003/images/emoticons/smiley.gif)
Thanks. PM or email if you need more details.
Fixed! Go to the fix.
Re: Unable to connect since Saturday FTTP
26-11-2019 11:46 AM - edited 26-11-2019 11:49 AM
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Hello
I have just experienced a similar issue having not changed my password in 9 or 10 years. It is the next posting in this forum!
I was provided this password reset link
If you view the link on your mobile scroll down below the adverts to change the password for your account.
Then update the password in your router.
This worked for me.
Regards
Howard
Re: Unable to connect since Saturday FTTP
26-11-2019 3:24 PM
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Re: Unable to connect since Saturday FTTP
on
26-11-2019
3:43 PM
- last edited on
27-11-2019
7:03 AM
by
Mav
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Thanks for getting in touch @dajoli I'm sorry to see you're unable to connect to your FTTP service.
Our tests aren't showing the cause for this however I can see that there are no connection attempts hitting the BT network, so this likely won't be due to a password issue (We'd see something along the lines of 'Password incorrect' if that was the case)
As you've ruled out the router being faulty, we'll need to arrange an engineer to investigate further. Could you reply to your fault ticket Here with your availability for an engineer to visit?
Feel free to post back once you've responded and we'll be happy to pick this back up as soon as we can to book this in.
Re: Unable to connect since Saturday FTTP
26-11-2019 8:40 PM
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27-11-2019 2:33 PM
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Thanks for getting back to us @dajoli
Upon further investigation, it appears the broadband component was missing off your account which is why your connection dropped.
I've just readded it for you now and I can see your connection has come back on now.
Let us know if there's anything else we can help with
Re: Unable to connect since Saturday FTTP
27-11-2019 3:18 PM
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Thanks @MatthewWheeler I am indeed connected to the 21st century again!
Can you explain WHY that happened? Is it related to the new Question you opened against my account?
Re: Unable to connect since Saturday FTTP
27-11-2019 4:09 PM
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Glad to hear it @dajoli
With regards to the cause, I'm afraid I don't know why this happened but I've passed it to the relevant team for investigation.
The new question was just me reapplying your discounts to make sure you get billed correctly
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