No internet connection...Help

annie12

We changed from O2 to plusnet fttc in February.
Everything was fine until Sunday when we lost our connection.
Went through Plusnet's troubleshooter where is gets you to answer certain questions, it then said it would be logged as fault. There was no internet when we bypassed the router.

Today they have finished their tests and they have said it is the router and they will send another one out?

We have already tried another router and it's still the same.

Lights on the router are:
Power - green
Ethernet - flashing green
Broadband - flashing green
Internet - no light

Lights on BT openreach modem are:
Power - green
DSL - green
Lan1 - flashing green

Can anyone help?

duchy

So call them and tell them you've tried another router and move onto the next step.

annie12

duchy wrote: »

So call them and tell them you've tried another router and move onto the next step.

Thanks, I just wondered if it was something that could be sorted ourselves. Plusnet charge you £60 to send an engineer if it is a fault in your house.

Anyway, we sorted it ourselves, thankfully!

macman

That's not a Plusnet engineer (no such thing), that's a BT OR engineer to test your line-something you can easily do yourself in future if the fault recurs. Plug into the BT test socket behind the split faceplate on the master socket and retest using ethernet not wireless-if it still doesn't work from there then the fault is on the OR side, which is everything upstream of and including the NTE5 master socket. Plugging in to the test socket isolates any faults on your side of the system, i.e the extension sockets and wiring.
Perhaps you could tell us how you fixed it to benefit others who may have the same issue?