Connected but no internet and no solution

[#1]

the connection is up, does that not suggest something wrong with the users setup,

@jab1  it would

@Irene70  as John suggests, a view of the technical log may be useful

[#2]

I'll try and upload a pic.

[#3]

Another thought - relating  to the users set-up - I wonder if it is set to 'public' rather than 'home' on the PC. It's a long time since I have used a windows Pc, but I seem to recall I had a similar problem years back, and checking/correcting this sorted it.

No idea now how you get to the relevant page, but it is just a thought.

[#4]

Moderator's note by Mike (Mav): Personal information in attachments removed from a public forum.

Hope this is helpful.

[#5]

@Irene70 your screenshot 2 has me a little worried, but I'm no expert on the Full Fibre product - @MisterW knows more.

Is it possible to upload your 'broadband' page, as below?

[#6]

Yes, 2 is a bit concerning , not sure why the dsl uptime is showing ..although I'm on Full fibre I'm not using the Hub 2 at the moment so can't look at the status pages but the broadband page would show definitely whether there's a connection or not

[#7]

I'll upload that as soon as I can. This afternoon probably. Thanks guys.

[#8]

Hope this helps

[#9]

@Irene70 Those shots confirm you have an internet  connection, but to me, some  of those IPs look weird. I am not going to comment further on that though  as they may be correct for an FTTP connection - I'm getting slightly out of my depth/comfort zone here - but maybe @MisterW has more of an idea.

Sorry to not be of more help, but I have learnt not to try and guess things with regard to the internet.

[#10]

Thanks John. It's certainly a weird one. 10 days and no internet. Still waiting on Plusnet getting back to me.
I need to work from home a lot of the time, so need this addressed asap.

[#11]

Yes, those IPs are not correct. It looks to me like they are the BT Wholesale,test domain ones, which would explain why you effectively have no Internet connectivity despite having a connection.

Given that the fibre did work initially, I suspect something has gone wrong with the BTW configuration.

I'm surprised the original engineer couldn't identify the problem rather than blame the router.

Hopefully one of the experienced help team will see this thread and pick it up.

[#12]

@jab1   @Irene70   not read all of the following, but it seems PN has not done its bit on your account.. John is right, the IP's are not right, the DM=NS ones are BTW suggesting it just has not been setup.

https://community.plus.net/t5/Broadband/Internet-Pages-Redirecting-to-http-62-6-38-125-index-html/td... 

In the mean time, if you have time for a little experiment, if you change your username and password to

 bthomehub@btbroadband.com

password either blank or BT

and see if that works.

Edit, I am far too slow typing this afternoon!

[#13]

The first engineer to arrive told me he had been out at one of my neighbours the day my broadband crashed. He mentioned my neighbour and I somehow had our information mixed up together in some way (possibly serial numbers though I'm not sure). I'm convinced his visit to my neighbour knocked my service off with whatever he had done that day.

[#14]

I'll try now (crosses fingers).

[#15]

Mustrum, I did what you suggested and I got back on the internet briefly then it lost connection again! I thought that had solved it, but it didn't stick unfortunately:-(