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Re: New customer- connected since Monday but no internet.

mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

I have exactly the same problem. I should have been connected this Monday but have the same symptoms you describe. Did you get anywhere?
(my PlusNet username is msgriffiths)
15 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: New customer- connected since Monday but no internet.

I'm testing your line at the moment, could you reply to the text I've sent you letting me know if the router is turned on? We can't detect it when testing.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

Hi
Yes, it is switched on.
The DSL link seems fine - the broadband light stays green - but I can't connect to the internet. It always returns 'Disconnected by user'. In the router's diagnostic page it shows DSL is OK but PPP is down. I tried connecting with the BT test usernames yesterday but the same thing happened.
I was wondering if it might be related to the problem I found reported here: http://www.dslzoneuk.net/forum/viewtopic.php?f=28&t=16015 - an incompatibility between some routers (including Thomson, which I have) and some 21CN exchanges.
Thanks
Martin
Community Gaffer
Community Gaffer
Posts: 17,644
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Registered: 05-04-2007

Re: New customer- connected since Monday but no internet.

Quote
The DSL link seems fine - the broadband light stays green - but I can't connect to the internet. It always returns 'Disconnected by user'. In the router's diagnostic page it shows DSL is OK but PPP is down.

Every line test I've run is showing as Circuit Sync Status : Circuit NOT In Sync, so it looks as though something is amiss. I'll get the fault tested and raised to our suppliers, it may be worth testing a different router if you have one or we may be able to send one out if not.
Quote
I was wondering if it might be related to the problem I found reported here: http://www.dslzoneuk.net/...opic.php?f=28&t=16015 - an incompatibility between some routers (including Thomson, which I have) and some 21CN exchanges.

Your line isn't on 21CN so it shouldn't be that causing the issue.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

OK, so it sounds like a problem at the exchange?
I don't have another router - if you can send one, that would be great.
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: New customer- connected since Monday but no internet.

If you could borrow one - even if only for a couple of hours it would be far better. It might not be today that the router gets sent out, then post and couriers a all over the place due to the weather and in the meantime PN/BT won't be looking at the problem until you've tested with the replacement router.
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: New customer- connected since Monday but no internet.

It smells like miswiring of cables in the exchange. Or a technical (software) misconfiguration there.
PS We do seem to have 2 peoples problems here but which reply belongs to which?  Undecided
mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

I think everything besides the first two messages relates to my problem.
Community Veteran
Posts: 38,460
Thanks: 1,027
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Registered: 15-06-2007

Re: New customer- connected since Monday but no internet.

[Moderator's post by Jim (Oldjim) Some posts split off from here to keep two problems separate. If any are in the wrong place please use Report to Moderator to identify ]
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: New customer- connected since Monday but no internet.

Hi mgriffiths,
We're arranging a test router to be sent to you now, it should be with you within the next few days. If you do manage to loan one in the mean time and test that please let us know how it goes - if the fault doesn't change with different equipment then it's almost certainly a line fault and needs us to escalate it for you.
mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

That's great, thanks.
mgriffiths
Newbie
Posts: 7
Registered: 12-01-2010

Re: New customer- connected since Monday but no internet.

The behaviour was identical with the test router.
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: New customer- connected since Monday but no internet.

You need to add a comment to your open ticket to that effect - it might not get picked up from your post on here.
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 (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: New customer- connected since Monday but no internet.

I believe Matt gave you a call and is now raising the fault through to our suppliers, hopefully we'll get to the bottom of it soon.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: New customer- connected since Monday but no internet.

Yep, just raised following a chat with a very nice lady who attempted a log in with the BT test details. As soon as we get anything back on that fault we'll let you know.