Internet down -plusnet fibre

Carl_Bennetts · 25 Jan 2019 at 06:22

Hi all,

Just after some thoughts on my internet issue. Since yesterday afternoon I've had no internet connection. I lost connection and my router showed the usual red light saying no internet. Did a reboot and it connected again.

The problem is I can't get out on the I internet via lan connected devices or Wi-Fi devices. I've tried 3 different routers all giving me the same issue. Plusnet say there end looks good. I can sort of tracert 8.8.8.8 but does skip hopes but at end does know it's Google end server. Can ping 8.8.8.8 also..all done from with router (Tplink 5400x). Can connect to Google.co.uk or any website or internet service though.

I'm still thinking it's Plusnet and a server issue with them but maybe it's my wiring? Although find it hard to believe it's my end when the router authenticates and connects to the internet.

Any thoughts?

Thanks
Carl

Buffalo2102 · 25 Jan 2019 at 06:48

Sounds like it might be a DNS issue. Have you tried a different DNS server?

APM · 25 Jan 2019 at 06:57

Have you tried using or set up a vpn recently?

If so log in to it again then when you're done don't just close it but log out first,vpn can mess with your settings.

Steveocee · 25 Jan 2019 at 08:28

A tracert missing hops is not unusual. It just means that hop didn't respond at that time. It's only an issue if you don't get to the end. It does sound DNS oriented, what happens of you force 8.8.8.8 on your PC?

Carl_Bennetts · 25 Jan 2019 at 09:13

I did pop 8.8.8.8 as my 1st DNS server on my phone. Connected over WiFi but didn't work. I haven't tried on my pc though.

Notice I had lots of typos in 1st message, on phone. I meant to say I can't connect to any website. Although the E Bay page did seem to load but very very slow..then timed out. Reason I think it loaded is because it showed items I recently looked via my phone when I was connected at work. All pages timeout from what it looks like.

No VPN setup.

Carl_Bennetts · 25 Jan 2019 at 09:27

If I can ping web pages by name through my router and get a reply but when typing in IE it doesn connect at all. Would that be DNS? I do need to do my ch3cks and open a command prompt on my pc and try pings etc rather than through my router interface.

bremen1874 · 25 Jan 2019 at 11:23

Do you have the Plusnet supplied router? Have you tried it?

Carl_Bennetts · 25 Jan 2019 at 13:39

bremen1874 said:
Do you have the Plusnet supplied router? Have you tried it?

Yep. It's one of the 3 routers/modems I've tried. It shows connected with 70mb downstream but just unable to use any internet service from a device, whether that be my main pc or tv or phone. Even the hue bridge isn't getting out to the internet.

Avalon · 25 Jan 2019 at 13:55

So if it syncs, then you know it’s not a line fault. Have you done a factory reset on the router? In fact have PN not gone through all this with you? It is after all what you pay them for

Sparx · 25 Jan 2019 at 20:08

What do the router logs say?

Caged · 25 Jan 2019 at 20:36

If you plug the Plusnet router in and it doesn't work then just phone their support. They've probably hosed something on your account that needs a person to take a look.

Carl_Bennetts · 26 Jan 2019 at 10:12

Thanks for your input guys. Ive tried everything. Plusnet are sending a engineer out on Monday. There is another guy on there forum with the same issue who lives in the same postcode area. I jump3d on his thread to request support. It would seem it's BT exchange issue.

Sparx · 26 Jan 2019 at 15:32

Again, router logs would usually help indicate where the issue lies...

Caged · 26 Jan 2019 at 16:13

If you have VDSL sync then they are wasting your time sending an Openreach engineer out to your house

Admetos · 26 Jan 2019 at 17:01

I think it's been answered however not clear, but can you log into your router?

Carl_Bennetts · 27 Jan 2019 at 12:49

My logs tell me things are working ok. I see authentication with plusnet and connection stable, successful chap authentication first first time.

What I have done is run pings from my router diagnostics, things like Google, BBC give a reply. Overclockers.co.uk don't tho. I've tried setting manual DNS 8.8.8.8 but no joy on my pc or Wi-Fi devices.

If someone in the same area postcode has the same issue and is also on fibre unlimited would you think it's either BT or plusnet tho?

Carl_Bennetts · 27 Jan 2019 at 12:54

I'm using a modem to router combo but have done since having fibre 2-3 years ago. I have however tried plusnet hub one with built in modem and it was the same issue.

Simple error from Chrome saying page timed out. I get this for all websites although very rare I might get a bit of YouTube main page load with title bar and some boxes where video would load but never goes any further and then times out.

Just so you are aware I've also factory reset one router and also the plusnet router/modem was new out the box. Both giving me the same issue as my main tplink 5400x router.

demonix · 27 Jan 2019 at 13:34

Carl_Bennetts said:
My logs tell me things are working ok. I see authentication with plusnet and connection stable, successful chap authentication first first time.

What I have done is run pings from my router diagnostics, things like Google, BBC give a reply. Overclockers.co.uk don't tho. I've tried setting manual DNS 8.8.8.8 but no joy on my pc or Wi-Fi devices.

If someone in the same area postcode has the same issue and is also on fibre unlimited would you think it's either BT or plusnet tho?

OCUK blocks ping requests which is why you wasn't getting a reply.

Carl_Bennetts · 27 Jan 2019 at 14:31

demonix said:
OCUK blocks ping requests which is why you wasn't getting a reply.

Ahh good to know. Thanks.

opethdisciple · 27 Jan 2019 at 15:06

First thing to try is a reboot of the router.

Also check what IP address the PC is picking up. It should be set to automatic dhcp.

If you've specified a manual IP clear it.

Set DNS manually on nic 8.8.8.8 and 8.8.4.4 if using Google.