cancel
Showing results for 
Search instead for 
Did you mean: 

No internet after Fibre upgrade.

FIXED
PurpleH
Newbie
Posts: 3
Registered: 23-01-2018

No internet after Fibre upgrade.

My broadband has not worked since it went off yesterday afternoon which was the date of the upgrade of my ADSL broadband to Fibre broadband.
The router light bar has been orange the entire time since then, When I view the broadband section it simply shows PPP connecting and a small spinning circle. Which I gather is the router trying to talk to the exchange. Although the data rate appears to still be same as before the upgrade.
What are the odds that Openreach have messed up the connection at the cabinet?
I think a fault has been raised, so is my broadband likely to remain non-existent until then?

7 REPLIES
Shep41
Aspiring Pro
Posts: 152
Thanks: 43
Fixes: 1
Registered: 31-05-2017

Re: No internet after Fibre upgrade.

It maybe that openreach haven't passed the job off as completed. Once completed plusnet will activate your fibre account
Plusnet Help Team
Plusnet Help Team
Posts: 7,318
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No internet after Fibre upgrade.

Welcome to the community forums @PurpleH

I'm sorry to hear you're unable to connect to the internet following your fibre upgrade.

 

Testing your line is showing your router circuit not in sync, whereas your router appears to be in sync (As evidenced by a stable orange light). It looks like there's a cross jumpering issue at the exchange or cabinet.

 

We'll need to arrange an engineer visit to investigate further.

I'll reply to your fault ticket here soon.


Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PurpleH
Newbie
Posts: 3
Registered: 23-01-2018

Re: No internet after Fibre upgrade.

@Shep41 I did think it could be something like that but I wasn't sure how long it would take to happen.

@Gandalf Thanks for the welcome, I've replied in the fault ticket.
Plusnet Help Team
Plusnet Help Team
Posts: 7,318
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No internet after Fibre upgrade.

Cheers @PurpleH I've got the visit booked in for tomorrow AM.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 7,318
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No internet after Fibre upgrade.

Fix

It looks like I was right and it was a jumpering problem at the cabinet.

I'm glad to see you're back online...

 

Everything working as you'd expect?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PurpleH
Newbie
Posts: 3
Registered: 23-01-2018

Re: No internet after Fibre upgrade.

Yes it's working great now. It's so much quicker. Thanks for sorting this so quickly.
Plusnet Help Team
Plusnet Help Team
Posts: 7,318
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: No internet after Fibre upgrade.

Happy to hear that. Smiley

Please let me know if you need any further help.

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