Zyxel SBG 3300 N on plusnet
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Zyxel SBG 3300 N on plusnet
23-08-2018 4:13 AM - edited 23-08-2018 4:14 AM
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1) if anyone is using same combo please could they confirm to me the modem settings they use or post a link to the correct info? None of this should have changed but I want to be sure.
2) is anyone aware of ISP modem registration issues which can occur when you use the same modem and ISP account in different locations?
3) Other ideas?
Thanks!!
PS I will post a similar notice on kitz forum
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 8:46 AM - edited 23-08-2018 8:51 AM
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Are you sure the move of your service to the new location has all completed (phone and xDSL may not be completed at the same time).
Is the modem syncing but then not authenticating?
Are the tickets on your account relating to the move all showing as completed?
You haven't confirmed that the phone has moved successfully. Did you take your number with you and if not is your new number shown in your account details?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 9:14 AM - edited 23-08-2018 9:15 AM
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PlusNet ran a line test and told me it’s authenticated but not syncing.
They suggested I update my account password and put the new pwd into router, to be sure it is not a pwd issue.
That did not work so I posted on here to tap into the collective wisdom! 🙂
Thanks.
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 9:41 AM
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Am I going mad? Surely it has to sync before it can even attempt to authenticate?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 12:18 PM - edited 23-08-2018 12:18 PM
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Hi @briancoat,
I'm sorry that your router will not connect following the house move order and for any inconvenience that this is causing you.
Unfortunately it sounds like the advisor that you spoke to has got things a bit wrong as testing the line is showing that the line is syncing, however the router is not authenticated. For reference, the test result is as follows:
EA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
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 | 26.9 Mbps | ||||
Upstream Speed | 7.8 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Estimated Line Length In Metres | 993.3 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Reasonable | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | No Traffic Detected | ||||
Technology | VDSL | ||||
Profile Name | 0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off | ||||
Time Stamp | 2018-08-20T11:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 23.9 Mbps | 27.5 Mbps | 25.5 Mbps |
Up Stream Line Rate | 7.8 Mbps | 7.8 Mbps | 7.8 Mbps |
Up Time | 773.0 Sec | 900.0 Sec | 898.5 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 | 2018-08-23T10:53:53Z | 2018-08-23T11:08:53Z |
Ingress Code Violation | 1 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Do you have any other routers that you can try connecting (e.g. an old Plusnet router or a different third party router) to determine whether this is a problem with the router or if there's something deeper going on?
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 12:36 PM
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@EmilyD wrote:
Unfortunately it sounds like the advisor that you spoke to has got things a bit wrong as testing the line is showing that the line is syncing, however the router is not authenticated.
"a bit wrong"? I'd not describe being told the exact opposite of what is actually the case a bit wrong!
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 12:43 PM
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The modem was presumably working before the move so it is strange if it has failed.
Given this is FTTC I'd be suspecting the engineer has messed up in the cabinet and that the sync and authentication failure is from another customers router (probably on a different ISP).
Does dialling 17070 report the correct number?
You could try a co-ordinated check with Plusnet where you power off the router and they rerun the test to see if they now see no sync.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 3:31 PM - edited 23-08-2018 3:49 PM
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Sorry! Typing (on phone) in a rush
It is an auth issue, as you say.
Plusnet ran through Userid and pwd with me - all OK
They suggest it’s the router but it was rock solid at old address.
Cabinet is just outside house at new address 🙂 so no need for Zyxel router (old address was 2.5 miles from cabinet).
Thanks, all for the advice.
ED : thanks for the speeds. Cannot wait! 10/.5 at old house.
I’ll try PN router
Still bugging me why a router I’ve used for years on PN won’t work at new address
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 3:38 PM
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Can you confirm that phone is OK and dialling 17070 returns the correct phone number?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 5:41 PM
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I do not normally use a landline phone but I dug one out to follow up your idea.
Despite PN saying the line is fine, there is no dial tone at the facia plate or test socket.
The A & B wires are connected OK but of the cabinet we hear nothing ...
I’ve already had 3 (count ‘em, three!) postponed OR jobs before I got this “connected” and I now have my suspicions that it may not yet be hooked up - to me, anyway.
Re: Zyxel SBG 3300 N on plusnet
23-08-2018 6:18 PM
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Re: Zyxel SBG 3300 N on plusnet
23-08-2018 7:50 PM
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Re: Zyxel SBG 3300 N on plusnet
24-08-2018 9:38 AM - edited 24-08-2018 9:42 AM
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Why didn't the very first Plusnet person the OP spoke to ask him to confirm the phone was working?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Zyxel SBG 3300 N on plusnet
25-08-2018 12:36 PM
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It was your suggestion which prompted it Jelv so thanks.
Obvious really. I don’t use a landline so I failed to think of this basic thing.
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