Connected but no internet and no solution

[#1]

@jab1 @Mustrum @MisterW 

Adam from PN gave me a call and we went through the process again of rebooting the router and me inputting my username and password. He also double checked the serial number on my router. All to no avail though appreciate his attempts to help.

I'm back to the bthomehub username and password and connected straight away! I'm just happy I have a patch fix in the interim 🙂  

[#2]

Looks like BTw/OR intervention is required then, Irene.

[#3]

Cheers for your time on the phone Irene! I'm sorry the issue wasn't as clear-cut as I saw it according to line tests (that showed the router was trying to connect to setup@plusdsl.net) so we tried deleting the serial number logs from your account, added those back in and manual attempts to authenticate didn't work out either, that was worth doing though as it proved from subsequent line tests that the attempts to connect aren't even reaching our suppliers network so it's back to Openreach for further investigation now. 

[#4]

@adamwalker  doesn't the fact that the connection works using a BT login suggest that the connection is routed to the wrong realm!

[#5]

It may but the days of us specifying realms on orders are long gone if that is the issue we need supplier intervention.

[#6]

@Mustrum @adamwalker @MisterW @jab1 

A wee update on my fibre connection. 

A 3rd engineer was sent out today to investigate the issue. He has just left without being able to fix it, but at least we're closer to finding out what's went wrong.. (I think). 

After several phone calls between Openreach & engineer it is suspected that my neighbour and I were sharing the same NAD key (or something along those lines). My service was knocked out on December 8th - when an engineer visited my neighbour to look at his fibre connection which was down. I thought this was more than a co-incidence.

Openreach states that it looks, from their end, that Plusnet is not my service provider. It looks like BT is my service provider (my neighbour's internet provider was BT). There is no trace of me having Plusnet service at all. At any point. This explains why I can get service logging in with the btbroadband username.

I'm now waiting on PN calling me post engineer visit to discuss their findings. I just hope they know what I'm talking about (as I'm not sure I do!)

Irene

[#7]

@Irene70 Hopefully you should be able to sort it in the phone call - looks like your neighbours engineer possibly fouled things up (or possibly not - I'm no network expert).

If the phone call doesn't resolve it come back here and @adamwalker (or one of the other Help Team staff) should be able to connect you correctly.

[#8]

@jab1 I overheard Openreach advising the engineer that PN will probably have to 'end service' then restart another order (or something along those lines. 

Thanks for your support

Irene

[#9]

@Irene70    thanks for the update.

At least it sounds like some progress is being made, even though not as fast as it should be.

It sounds like your original routing got messed up, and they can't get it back, which is hard to understand.

Hopefully @adamwalker  will get sight of and make sense of the engineer report and get it sorted.

Keep us advised.

[#10]

Hi @Irene70

I've passed the details onto my colleague in our Customer Advocates team who's got personal ownership of this for you.

They'll be in touch within the next 24 hours

[#11]

Hi all, thought I'd jump back on to give an update on my issue.
Unfortunately Plusnet couldn't fix it - well certainly not immediately, and who knows how long it would have taken.
They released me from my contract, at my request, and I joined BT. So far so good!