Showing results for 
Search instead for 
Did you mean: 

Please help

Posts: 3
Registered: ‎16-11-2018

Please help

I was late paying my bill and had restrictions on my account, yesterday I payed the outstanding balance and my WiFi is still not working. Could somebody please help me by telling me when I should expect to have the restrictions lifted ?
Posts: 27,796
Thanks: 5,809
Fixes: 1,401
Registered: ‎11-01-2008

Re: Please help

Moderators Note

This topic has been moved from Fibre to My Account / Billing 



Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Seasoned Champion
Posts: 1,873
Thanks: 197
Fixes: 79
Registered: ‎06-08-2018

Re: Please help

Hello @Nat1, I am sorry about the issues you are having with our services. Can you confirm these issues are still ongoing?

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team

Posts: 3
Registered: ‎16-11-2018

Re: Please help

Yes, I still cant connect to the internet
Plusnet Help Team
Plusnet Help Team
Posts: 1,967
Thanks: 337
Fixes: 111
Registered: ‎26-03-2018

Re: Please help


Hi Nat,


I'm sorry to hear that you're still unable to connect. I've tested your line but the test hasn't picked up this issue from here:


GEA Test Detail
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 620.8
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed on Week Days
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 17:15 to 17:30
Interference Location Unknown
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-11-04T15:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 39.9 Mbps 39.9 Mbps 39.9 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 0.0 Sec 900.0 Sec 879.1 Sec
Retrains 0.0 2.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-11-17T15:15:47Z 2018-11-17T15:30:47Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0


Please can you run through our troubleshooting guides here and let us know how you get on. If these checks don't resolve the issue, please report it here and let us know when you've completed it.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Posts: 3
Registered: ‎16-11-2018

Re: Please help

Hi Emily,
It’s working now thanks, I restarted the hub and now it’s working perfectly. Thanks again
Seasoned Champion
Posts: 1,640
Thanks: 250
Fixes: 57
Registered: ‎26-03-2018

Re: Please help

Good to hear @Nat1 


Give us a shout if you ever need anymore help.


All the best, 


If this post resolved your issue please click the 'This fixed my problem' button
 Plusnet Help Team