Internet status: connected but can't access internet
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23-09-2022 11:31 PM
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Eventually I gave up and switched back to my old Asus router, but this then had exactly the same problems (even though it had been working fine previously) and I now have no access to the internet, even though the router says the internet status is connected. Help!
Fixed! Go to the fix.
Re: Internet status: connected but can't access internet
24-09-2022 8:02 AM - edited 24-09-2022 8:02 AM
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@readingg There is a known fault that seems to be affecting customers on the FTTP trial. See message #5 of this thread.
https://community.plus.net/t5/Full-Fibre/FTTP-Fault/m-p/1888829#M18897
also this thread, particularly message #20
There has been some unexplained change in BT wholesale's configuration of the FTTP connection preventing internet access. Phoning customer service will probably not help as they don't seem to have knowledge of the problem.
It was first identified by forum staff member @Gandalf who should be able to get it fixed for you.
Re: Internet status: connected but can't access internet
24-09-2022 11:51 AM - edited 24-09-2022 11:53 AM
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Re: Internet status: connected but can't access internet
24-09-2022 12:03 PM
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Unfortunately I’m not in the office this weekend but even if I was, I’m afraid our suppliers quality assurance team, who have the power to fix, are closed weekends. If you can PM me on Monday I’ll pick this up for you.
In the meantime an incident is logged so this could be resolved sooner as I know they’ll be proactively fixing any remaining connections affected by this problem. Assuming of course you are affected by the same issue.
Re: Internet status: connected but can't access internet
24-09-2022 12:50 PM
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@readingg That doesn't sound good, unless BT Wholesale get round to fixing it over the weekend. There are reports on the forum of Openreach engineer visits where they spend hours achieving nothing because there is nothing wrong with the actual FFTP connection, and don't know about the BT Wholesale configuration problem which they probably cannot fix anyway.
Re: Internet status: connected but can't access internet
26-09-2022 6:49 PM
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@Gandalf Hi I have exactly the same problem as the other posts on this thread. Original FTTP Trial user from the very start. Lost internet access on Mon 19th Sept. Technical support checked line then sent out Openreach twice who confirmed no issues with the fibre or ONT and referred me back to plusnet. I have been sent a second router. This did not solve the problem so they are sending another - still not received. As an emergency worker with a requirement for internet I purchased a third party router. I couldn't connect that either to the internet. I suspect the new PN router won't solve the problem either. So to tide me over I've purchased a 5G hub. Can you help restore my internet connection?
26-09-2022 7:05 PM
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Hi @CapnChris,
I'm really sorry to see your FTTP connection has stopped working and you're having issues getting it fixed. I'll speak to our suppliers helpdesk to fix when they're open tomorrow for you once I'm in after 11:30am.
I've waived the postage fee so you won't have to pay for the new router we're sending due to this. I've also provided feedback internally regarding the way we're handling the problem.
Re: Internet status: connected but can't access internet
27-09-2022 9:40 AM
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Re: Internet status: connected but can't access internet
27-09-2022 9:57 AM
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@readingg, thanks for spreading the word!
I’m really sorry again for how the problem has been handled, we’re feeding this back to the right people.
I don’t actually know what BBVR stands for, but I’ll ask for you and I will certainly tell you if I find out.
If there’s anything else you’d need help with, feel free to get back to me.
Re: Internet status: connected but can't access internet
27-09-2022 10:25 AM
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@readingg I have made a few rather disparaging posts about how Plusnet have handled this incident and you have summed it up well, customers services have caused more problems as a result of their lack of awareness of the issue.
Re: Internet status: connected but can't access internet
27-09-2022 11:22 AM
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Thanks @Gandalf for your attention. Appreciate your efforts
Re: Internet status: connected but can't access internet
27-09-2022 1:23 PM
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No problem @CapnChris and sorry for the delay. The incorrect configuration at our suppliers side should now be fixed for you. Could you turn your router off then on again and let me know how you get on?
Re: Internet status: connected but can't access internet
27-09-2022 5:10 PM
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Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Internet status: connected but can't access internet
27-09-2022 10:48 PM - edited 27-09-2022 10:49 PM
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Re: Internet status: connected but can't access internet
29-09-2022 9:39 AM
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