No Internet, but line conncted

[#1]

Good morning,
I've powered up the router this morning but unfortunately there is no change. Same gateway - 172.16.12.72.
Thanks

[#2]

Morning,

Pity was hoping it would fix the issue, odd the Hub goes online but you're unable to connect to the internet.

Are you still using the default settings on the Hub Two, no change of DNS or DHCP settings?

You could check here to see if there are any reported issues or maintenance work  https://status.zen.co.uk/broadband/ 

Does the broadband fault bot detect an error? https://www.plus.net/help/report-a-problem/broadband thinking not.

[#3]

Yes, everything is default.
I can see maintenance on the Zen status site for the 14th finishing at 6am that references my phone number code, but I know my connection was working until late evening. (Why Zen??)
None of the line tests are seeing any errors. The bot or when technical support ran them.
Thanks

[#4]

"Why Zen" they made the information easy to find, no such pages for plusnet I have found.

I assume plusnet see your broadband username connected?

You mentioned trace route only gets as far as the 172.x.x.x gateway, Still the case? Are you using the domain name or IP Address.

Domain name would suggest DNS is working

[#5]

Yes, Plusnet see my router\username connected. 

I'm still seeing the same in relation to the trace route using an IP address, although I'm not 100% sure if tracing to 8.8.8.8 shows the results.  I see it get to the 172.x.x.x gateway then request timed out. 

In relation to domain name, it is unable to resolve.  If I change the DNS servers it doesn't make any difference. 

Thanks

[#6]

Isn't the 172.16.x.x subnet for private networks, so wouldn't be legitimately assigned by Plusnet.  I can't remember what address ranges BT Wholesale use when they are having issues.  I've not seen one of them for a long time.

[#7]

@pjmarsh 

looking a the OP first post the Hub displays the broadband IP address as  91.125.181.145 which is a plusnet IP (nslookup replies 145.181.125.91.dyn.plus.net) and plusnet DNS IP Addresses. I have seen before 172.16.x.x address for the gateway on posts over the years here.

tracert for me to 8.8.8.8

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.10.1 <-- my Hub Two
2 12 ms 13 ms 12 ms 254.core.plus.net [195.166.130.254]
3 14 ms 11 ms 11 ms 84.93.253.119
4 12 ms 10 ms 10 ms 195.99.125.138
5 11 ms 11 ms 11 ms peer7-et-4-0-2.telehouse.ukcore.bt.net [194.72.16.124]
6 18 ms 12 ms 28 ms 109.159.253.189
7 14 ms 14 ms 15 ms 216.239.54.127
8 12 ms 13 ms 11 ms 142.250.215.127
9 13 ms 11 ms 11 ms dns.google [8.8.8.8]

If the tracert does not get past hop 2 then that is a plusnet issue, hop 1 would be a internal issue with the OP

This needs escalating to a level above first line support, perhaps the OP broadband username account profile is broken.

Edit:

@Dpt77 

your devices are connecting directly to the Hub wired or via wireless and ther are no other access point or routers involved?

[#8]

@Dan_the_Van 

Correct. 

I am only testing this directly to the PlusNet router.  There is no difference either via cable or wifi. 

I suspect I will have to wait for the new router as per first line then call again once the new router is in place if the issue persists which will hopefully escalate to the next level. 

Thanks 

[#9]

@Dpt77 As you have already tried three different routers/hubs, this fourth one is a waste of time and effort. For some reason, there is no traffic at all reaching or leaving the Hub2, (as you currently have installed) which to my simple mind puts the problem outside your control, and this should have been escalated to at least 2nd line support some time ago.

[#10]

Evening, 

Just as out of the blue it stopped, I have noticed that out of the blue my internet has returned.  The time date has also updated and became correct from 10.37 this morning. (which is annoying as I've been working on a 4G connection all day .. ) 

The only thing I can see that has changed is my Broadband IP address.  Now a 146.x.x.x address. 

The default gateway and DNS server IP addresses are still the same.   

Not really sure what the problem was but obviously as we agreed, not hardware.  Just glad its returned.  I doubt I'll get any reason for it.  I'll just keep an eye on it and keep my fingers crossed.  

Appreciate all your responses and time, @jab1 , @Dan_the_Van , @MisterW , @pjmarsh 

Many Thanks

[#11]

I'd suggest keeping a close eye on things. Your service going down also coincided with a change of IP address range.

[#12]

@bobpullen 

Should technical support be checking the IP address range to ensure there isn't a routing issue\issue? 

My IP address seems to be changing now. Different IP address today. 

Two days with no internet at the weekend is manageable, two days (or more) during the working week could become a problem if there is a chance it will re-occur. 

Just thinking Pro-Active rather than Re-Active.. 

Thanks

[#13]

@Dpt77 Just to make sure, can you post the current WAN log again - just wondering if there is something strange going off?

[#14]

---

@Dpt77 wrote:

@bobpullen 

Should technical support be checking the IP address range to ensure there isn't a routing issue\issue? 

---

Not typically, because a routing issue affecting only certain IP subnets isn't something one would expect to happen. I only mentioned it as I had a quick look and noticed a correlation shortly after you started this thread. I didn't mention it at the time but have been following the discussion since then. 

In retrospect though, it seems like the pool you were allocated an IP from didn't actually change until the afternoon of the 17th; not the morning, which is when you've said things went back to normal. Based on this, it's probably a conincidence.

Your IP will only change with a disconnection/reconnection of your PPP/Interent session and there were a lot of these on the 17th.

The most recent change of IP was due to a disconnection that ocurred this morning around 2am: -

87.115.x.x	18/04/2023 02:01	N/A
146.198.x.x	17/04/2023 13:53	18/04/2023 02:01
91.125.x.x	17/04/2023 13:26	17/04/2023 13:53
91.125.x.x	17/04/2023 12:23	17/04/2023 13:26
91.125.x.x	17/04/2023 12:22	17/04/2023 12:23
91.125.x.x	17/04/2023 12:21	17/04/2023 12:22
91.125.x.x	17/04/2023 12:21	17/04/2023 12:21
91.125.x.x	17/04/2023 12:19	17/04/2023 12:20
91.125.x.x	17/04/2023 12:19	17/04/2023 12:19
91.125.x.x	17/04/2023 12:18	17/04/2023 12:18
91.125.x.x	17/04/2023 12:00	17/04/2023 12:17
91.125.x.x	17/04/2023 11:55	17/04/2023 11:56
91.125.x.x	17/04/2023 11:53	17/04/2023 11:55
91.125.x.x	17/04/2023 11:52	17/04/2023 11:52
91.125.x.x	17/04/2023 11:50	17/04/2023 11:52
91.125.x.x	17/04/2023 10:39	17/04/2023 11:50
91.125.x.x	17/04/2023 07:43	17/04/2023 10:38
91.125.x.x	16/04/2023 16:22	16/04/2023 21:47
91.125.x.x	16/04/2023 08:30	16/04/2023 16:21
91.125.x.x	16/04/2023 05:06	16/04/2023 08:29
91.125.x.x	15/04/2023 15:42	16/04/2023 05:06
91.125.x.x	15/04/2023 15:17	15/04/2023 15:41
91.125.x.x	15/04/2023 14:56	15/04/2023 15:14
91.125.x.x	15/04/2023 14:54	15/04/2023 14:54
91.125.x.x	15/04/2023 14:10	15/04/2023 14:52
91.125.x.x	15/04/2023 13:50	15/04/2023 14:09
91.125.x.x	15/04/2023 13:35	15/04/2023 13:50
91.125.x.x	15/04/2023 13:23	15/04/2023 13:32
91.125.x.x	15/04/2023 13:13	15/04/2023 13:19
91.125.x.x	15/04/2023 13:11	15/04/2023 13:13
91.125.x.x	15/04/2023 12:33	15/04/2023 12:37
91.125.x.x	15/04/2023 12:30	15/04/2023 12:31
91.125.x.x	15/04/2023 12:21	15/04/2023 12:29
91.125.x.x	15/04/2023 12:21	15/04/2023 12:21
91.125.x.x	15/04/2023 12:19	15/04/2023 12:21
91.125.x.x	15/04/2023 12:19	15/04/2023 12:19
91.125.x.x	15/04/2023 12:15	15/04/2023 12:16
91.125.x.x	15/04/2023 12:14	15/04/2023 12:15
91.125.x.x	15/04/2023 12:05	15/04/2023 12:14
91.125.x.x	15/04/2023 07:17	15/04/2023 12:04
91.125.x.x	15/04/2023 07:05	15/04/2023 07:15
91.125.x.x	15/04/2023 04:52	15/04/2023 07:04
150.143.x.x	10/04/2023 01:58	15/04/2023 04:51

[#15]

@jab1 

Please see attached.  This looks to be the latest since the disconnect at 2am this morning. 

@bobpullen 

Is there any reason I should worry about the disconnects?  I always assume its PlusNet initiated.  Its certainly not something I'm doing manually. 

Thanks