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[Brian Coat]

Hi All,

I’ve used the above combination for a number of years but I moved house and it won’t connect.

1) if anyone is using same combo please could they confirm to me the modem settings they use or post a link to the correct info? None of this should have changed but I want to be sure.

2) is anyone aware of ISP modem registration issues which can occur when you use the same modem and ISP account in different locations?

3) Other ideas?

PS I will post a similar notice on plusnet forum

Thanks!!

[chenks]

the first obvious question would be is that are your plusnet services now active on your line at the new location?

[tubaman]

Is it getting an ADSL/VDSL connection but then can't connect to the internet, or is it getting no connection at all?
 

[jelv]

PS I will post a similar notice on plusnet forum

https://community.plus.net/t5/My-Router/Zyxel-SBG-3300-N-on-plusnet/m-p/1564563#M7423

I've repeated the questions on here and added a question about the state of the move on Plusnet's system.

[jelv]

Reply on Plusnet forum:

Thanks Jelv.

PlusNet ran a line test and told me it’s authenticated but not syncing.

They suggested I update my account password and put the new pwd into router, to be sure it is not a pwd issue.

That did not work so I posted on here to tap into the collective wisdom! :-)


Thanks.

Comments?

[j0hn]

Reply on Plusnet forum:

Comments?

Surely that's backwards. It can sync but not authenticate (PPP) but how can it authenticate but not sync. That's not possible?

[d2d4j]

Hi

John beat me to it.

You cannot Authenticate on a line that is not in sync. There is no connection

This may suggest there is no dsl signal

Is it possible to login to router, and see if there is a signal. Most show this

Many thanks

John

[jelv]

There's updates on the Plusnet Community topic.

Unfortunately it sounds like the advisor that you spoke to has got things a bit wrong as testing the line is showing that the line is syncing, however the router is not authenticated.

A bit wrong?!!!!

[jelv]

My "Comments?" was more an invitation for people for people to comment on the quality of the advice from the Plusnet rep. as everyone on here and anyone with more than two brain cells would know you can't even try to authenticate if you have no sync. I posted to that effect on PN Community before I posted here.

[Brian Coat]

That’s me typing back to front - sorry.

It’s an auth issue and having double checked ID & pwd with PN they think it is the router.

[RealAleMadrid]

Pardon? Could you repeat that in something more understandable.

[jelv]

He posted an apology on PN Community that he said it the wrong way round and it was actually in sync but not authorising!

Yesterday I posted this over there:

The modem was presumably working before the move so it is strange if it has failed.

Given this is FTTC I'd be suspecting the engineer has messed up in the cabinet and that the sync and authentication failure is from another customers router (probably on a different ISP).

Does dialling 17070 report the correct number?

You could try a co-ordinated check with Plusnet where you power off the router and they rerun the test to see if they now see no sync.

This morning the OP has posted this:

You could be on the money Jelv.

I do not normally use a landline phone but I dug one out to follow up your idea.

Despite PN saying the line is fine, there is no dial tone at the facia plate or test socket.

The A & B wires are connected OK but of the cabinet we hear nothing ...

I’ve already had 3 (count ‘em, three!) postponed OR jobs before I got this “connected” and I now have my suspicions that it may not yet be hooked up - to me, anyway.

Scary how often we have an suspicion what is wrong and the PN CSC reps. don't. Also why the hell didn't the very first person he spoke to ask him to make sure the phone line was working?

[Brian Coat]

I think it is because you are knowledgable and thinking about it.

The CSC staff are probably following a menu - and probably skipping bits due to time pressure, judging by the 20-30min wait times to get through.

This Kitz forum in particular is worth its weight in gold.

[Brian Coat]

OR technician arrived yesterday - 13:20 (8-1 slot) and was all done by 15:30, so just 7.5 hours waiting at home ...

"Broken wires at cabinet"

30 down / 15 up.

Unloaded latency <10 mS
Loaded latency ~150 mS

Thanks very much for the advice given on this forum and PN forum.

[tubaman]

I suspect his use of the word 'broken' is a little loose here!
More likely the wrong ones were connected.