Broadband outage day 4

[#1]

Hi, plus net community.

I have been a PN customer for 25 years plus, I have fortuitously had few difficulties with the Broadband service until Tuesday this week when inexplicably my internet stopped working. This afternoon i joined the community as i suspect I am not alone in experiencing a similar internet connection problem?  

The following days have unsuccessful in finding remedy. PN promising to escalate, but did nothing, the help bot failing to call back relatively, and PN reps booking appointments with BT who arrived yesterday failed to identify any issue and left, having disconnected our land line. BT arrived a little after 8 fixed the wires they had damaged yesterday and left without checking my Broadband, as for remedy BT say its PN and PN say its BT. and so the merry go round continues , meanwhile I cannot work so using up my leave at my cost - no one seeming to take responsibility so in my first post to the forum is there anyone who can suggest a fix or a way to move forward. PN seem to overlook a long standing customer with a fault on the internet service and being given the run around with out any seeming action to fix the problem. 

 I have a ADSL connection via a TP link router ( incidentally renewed on Wednesday to eliminate a hardware issue) rebooted and reset several times to try to push through the connection. Still no internet.

1. I can see the DSL connection and have both up and down loads,
2. I have zero internet connection
3. PN advised a wire fault - booked BT - BY say they found nothing - but disconnected my phone 
4. PN re-booked BT - BT refused to attend today. 
5. I called PN again lunchtime after being told to call back in an hour, the notes to hand over my issues were incomplete so we started the description all over again . PN promised to call back after looking at a remedy with next steps............. hummm so far they haven't yet.
6. I suggested a re -provide e.g. start a new connection to get this resolved quicker but PN didn't respond.

Any advise from the community and info gratefully received.

Thanks 

[#2]

@imcc20 So, your connection is live, as you can see 'both uploads and downloads'. IF you have this activity, exactly what do you mean 'I have zero internet connection'?

[#3]

@imcc20   also what do you mean BT disconnected your line? Is your phone working?

What lights are on/off or red on your router? And have you looked at the logs to see what errors may be shown?

Which router do you have? Have you configured it properly with your username and password?

Do you have a PN router?

Sorry for all the questions, just trying to establish a baseline.

[#4]

@Mustrum He has a TP-Link router, and says he can see upload/download traffic, so he has a connection.

[#5]

@jab1   could just be one leg.

It's all lacking any useful detail though.

Hopefully we have given them some help in order to help them more!!

[#6]

Agreed, @Mustrum  - but they have not been back since~1830, are are offline now, so who knows. 😀

[#7]

Thank you for the responses so far and sorry I have not responded,

I ought to say that I live in an area which has little if any mobile connectivity, to connect I have to go to the end of the garden and even then it is hit or miss that you connect so to hot spot with my laptop is a challenge particularly this morning when it is blowing F7 gusting 8 and monsoon season appears to have hit the south coast. So to respond to posts so far to provide greater detail

We have an ADSL connection, Fibre is coming but not to our village just yet. We have had PN for 25 – 30years moved here 19 yrs ago and aside from a couple of hiccups the connection has been generally good and sufficient for three of us to work at home during the pandemic. BT have recently installed new infrastructure locally for their Fibre network, and engineers have been around on and off for two weeks working last week on our telegraph pole, we had a brief internet outage of internet on 24^th July.   Last  Tuesday afternoon 1^st Aug our Internet disconnected and despite resets, checks of settings, visit from BT and multiple calls to PN and including purchase of a new replacement router nothing has worked so far and internet connection remains dead.

I do not have a PN router but have a TP link 2800  and bought  a TP Link 2100 modem router last week as a contingency and to ensure the router wasn’t at fault.

Router  is set as follows:

Broadband username : YouUserName@plusdsl.net

Connection type or encapsulation:    'PPPoA' or 'PPP over ATM'

Password: The password I use to log in to My Account

Virtual Path Identifier (VPI): 0

Virtual Channel Identifier (VCI): 38

Multiplexing method: 'VC Based' or 'VCMUX' or 'VC-Multiplexing'

In the Router - advanced setting page  I see no internet connection but see the following –

On my router I have a red light showing for internet connectivity

DSL is showing connected which my initial post referred to as follows:

                                       Upstream         Downstream

Current Rate (kbps)                               888          9722

Max Rate (kbps)                    888          12124

SNR Margin (dB)                   14.3         7

Line Attenuation (dB)            20.8         36.5

Errors (pkts)                          0              114

DSL modulation : ADSL 2 plus

DSL annex:           A/L/M

Internet and Lan are using IPV4

I have found PN support to be ineefective to date, I was promised a call back on Friday before CoP but that didnt happen so I had to call once again and go through the now painful narrative from the start, I was told it will take 48hrs to escalate for BT to respond so have no resolution hope until monday at earliest but i suspect no action to remedy will be received. Anyhow... 

Hope the added detail makes sense, any help or suggestions are welcomed and sorry I am unable to remain online, this just isn’t possible so have to depend on unreliable mobile connectivity.

Thanks all

[#8]

@imcc20 

Can't help with your problem but keep an eye on the following. Full Fibre shows up as WBC FTTP in the left hand column and Available to the right.

https://www.broadbandchecker.btwholesale.com/#/ADSL

If your phone number matters to you you'll need to look at VOIP providers in advance as PN don't do phones on FTTP.

Brian

[#9]

@imcc20   from what you say it sounds like either a password problem, or your ADSL port has got stuck. PN should be able to tell you if that is the case.

Have you recently changed your password in the PN portal?

Logging into the router and going to the system log may show more details:

16. 9. System Log

System Log can help you know what happened to your modem router, facilitating

you to locate the malfunctions. For example when your modem router does not work

properly, you will need to save the system log and send it to the technical support for

troubleshooting.

1. Visit http://tplinkmodem.net, and log in with your TP-Link ID or the password you

set for the router.

2. Click Advanced > System Tools > System Log page

You could also see if changing your username and password to :

Username: bt_test@startup_domain

Password: testing    and see if you can get internet access.

[#10]

Hi and welcome

You may find my thread "Another blackhole - fault not fixed after 3 weeks" useful, though it is depressing!

I am not at all technical but I can tell you:

1)  you need 2 OR engineer visits before they will escalate your problem to the CAT team (Customer Assist - apparently for more complex issues)

2)  push PN on your working from home - they should send you a EE Mifi/dongle to use for free (we got 3 x £20 credit to use BTwifi hotspot for 5 days at a time, then they sent us a mifi)

3)  we got far more action in the 5 days after I first posted on here, than in previous 3 weeks

4)  a hard cease and re-provide worked for us

Good luck

[#11]

@imcc20 

The fact you have been with plusnet for all those years will hold no advantage in getting the issue resolved, it's down to Openreach in the end.

If you are unhappy with the service they (plusnet) are proving you can raise a complaint I have in the past.

See https://www.plus.net/help/legal/complaints-code-of-practice/ 

HTH

[#12]

Thanks for responses to date. PN called this morning to advise BT say a line fault.
Expecting BT to arrive tomorrow .... just had text so another lost work day!
I am utilising sons wifi just now but will try to fix later:
BT test engineer check on router
I haven't yet but will try a change of my PN password.
If BT don't fix it will be complaint time;
Thanks folks !

[#13]

while I await BT to arrive I used the following settings as suggested on router to test internet :

Username: bt_test@startup_domain

Password: testing    

it had no success. No change and still not internet connection.?

Assuming this may well be a OR issue.

Thanks

[#14]

Username: bt_test@startup_domain

Its actually bt_test_user@startup_domain and the password is blank

If that works try bt_test_user@plusdsl.net ( again blank password )

[#15]

 Thanks for this, tried the BT test and Plus net test , with zero result.

as before both showing Lan is sync but no internet on either attempt.