My router has broken

[#1]

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@JulieD42 wrote:

So is this why it’s suddenly broken? If was fine until Saturday lafgernoin, never any issue. When I call should I tell them this is the issue?

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I have a feeling that telling the front-line call handlers anything will be a waste of time. They have scripts/procedures which define what they can do or say, and totally ignore those of us who know these are useless in a non-standard problem such as yours.

[#2]

Thanks again for confirming @JulieD42 

Our tests have reverted back to saying there's an issue between the router and the ONT so I suspect the issue may lie with the ONT itself.

Rather than arrange a Qube engineer which I don't believe will fix the issue I'd like to arrange an Openreach engineer instead.

I've dropped you a text message that you can respond to. Let me know once you've responded and I'll get that sorted

[#3]

Thank you I appreciate that. No text as yet. Number ending 770 right?

[#4]

Hi Matthew, it arrived as an email. I would need a morning 8-1 appointment please, any day first available is fine. Thank you. 

[#5]

No problem @JulieD42 

Unfortunately, the earliest available AM slot is for the same day on the 12th.

We do have a PM slot (1pm-6pm) for the 11th if that's any better?

[#6]

I will take the 11th. 

Thank you

[#7]

That's been booked in for you now @JulieD42 

Let us know how you get on after the visit

[#8]

Thank you. 

My husband knows an open reach engineer so just spoke to him and he said it’s likely a password sync issue between Plusnet and the ONT  not syncing so he said I should speak to Plusnet and ask them to investigate this. He was it’s unlikely an issue with the box or router more a sync issue as he got called out to this exact fault weeks ago and it was a password and username sync issue after a woman has turned her router off for a while?

[#9]

@JulieD42 and he said it’s likely a password sync issue between Plusnet and the ONT 

complete rubbish! The ONT has nothing to do with the password.

In your case , the router is not getting as far as sending ANY password. The Openreach network is not responding to the PADI request.

[#10]

I spoke to Plusnet again and the lady made me go into advanced settings and broadband settings on the router. She said that my username and password should not be set up @ Plusnet….as shown in the picture I’ve attached. So she made me put in my actual username and password but it still didn’t connect.

[#11]

@JulieD42 That 'setup' username is there at the commencement, and should change when you first connect, but as you can't connect - the PADI issue - the system cant populate your credentials as it is supposed to do. Until the Plusnet network can 'see' you, nothing you do will have any effect.

I suggest you wait until the engineer comes and hopefully works out what the issue is.

[#12]

@JulieD42 

If it helps explain this is the expected PPP event log messages for a successful connection (mine)

The first event message is at the bottom which is normal

17:56:37, 21 Oct. PPP: CHAP authentication succeeded
17:56:37, 21 Oct. PPP CHAP Receive success : authentication successful
17:56:36, 21 Oct. PPP CHAP Receive Challenge
17:56:36, 21 Oct. PPP: LCP up
17:56:36, 21 Oct. PPP LCP Receive Configuration ACK
17:56:36, 21 Oct. PPP LCP Send Configuration ACK
17:56:36, 21 Oct. PPP LCP Send Configuration Request
17:56:36, 21 Oct. PPP: LCP down
17:56:36, 21 Oct. PPP LCP Receive Configuration Request
17:56:36, 21 Oct. PPP CHAP Receive Challenge
17:56:35, 21 Oct. PPP: LCP up
17:56:35, 21 Oct. PPP LCP Receive Configuration ACK
17:56:35, 21 Oct. PPP LCP Send Configuration ACK
17:56:35, 21 Oct. PPP LCP Receive Configuration Request
17:56:35, 21 Oct. PPP LCP Send Configuration Request
17:56:32, 21 Oct. PPP: Received PADS
17:56:32, 21 Oct. PPP: Sending PADR
17:56:32, 21 Oct. PPP: Received PADO
17:56:32, 21 Oct. PPP: Sending PADI

As said many times you are not getting the "Received PADO" message

[#13]

Thank you. 

I’m not very technical so not sure what it all means but yes I understand that it’s not getting that PADO message so it can’t connect. Hopefully the Openreach engineer will sort this no problem on Wednesday. 

[#14]

Thank you for explaining. Hopefully it’ll all be sorted Wednesday. 

[#15]

I’ve an engineer booked for this afternoon but over night randomly the blue light came back on and my WiFi is working?!!!! How ?!! Do I keep the appointment to make sure it’s all ok?