Hi all,

Question for the knowledgable on here in case there is something I might be able to do to resolve the problem described below.

As a couple of days ago, I can't connect to my broadband service. I have a PC running Windows 98SE with a Binatone 500 USB modem. My ISP is Plusnet (who have ben great in the past, but now the service appears to have gone to pot). I understand that they've been rolling out upgrades to MAX DSL and that I was to be upgaded (I used to have an ultra stable 2mb connection). I received an E-mail notification of this, ironically, after the problem occurred!

I've performed the basic line checks, which come up as ok, I've tried rebooting the computer and turning off my firewall (although this has never caused an issue before) and I've also checked the cables are plugged in correctly. I've also tried re-installing my hardware, swapping the microfilters and the problem remains. I can't connect at all.

So, I ran the modem diagnostic check and this generated the following information. First of all, the connection was not on when I booted the computer up (it should be always on and that is how it is set) So I tried to connect manually. This just yielded the message "ERROR".

When I ran the diagnostic tool, the following results were obtained:

USB connection- Pass
Check ADSL connection- Pass
Test ethernet connection to ATM- Pass
Test PPPoPvc O PPP layer connection -Fail
Test PPPoPvc O IP connect to PPP -Skipped

I've not changed any of the connection settings knowingly, and looking at the modem, I can see that the first two lights are on solidly and the third (i.e the data one) flashes intermitantly, as if it's trying to send data.

Strangely enough, although I'm not connected (and can't connect) the downstream rate on the modem diagnostic shows 8064kbps???

I wonder if it's my modem that can't take the new higher flow of data of whether its just something at the BT end or with Plusnet's server configuration. I hear lots of talk of upgrade problems, but its difficult to identify exactly what the problem is....

Any advice would be much appreciated.

Regards,

Ns04

 

first guess would be user account if the PPP is failing have they changed your user account????

plus net used to be a great ISP but have gone to POT, changing terms and conditions whenever they feel like, putting people on other compaines LLU's without telling the customer......the list goes on

 

There is a 10 day configuration period at which point you may have several hours a day of disconnection and its nothing to worry about apparently.

I had a trouble free upgrade, but other have had a week of drop out outs and broken connections.

 

I've got sod all mate!!!

Never had a problem with Plusnet before; they've always been great!! They could have handled this situation much better though- people appear to be leaving in droves! I'll be patient for a bit, I understand there are issues with the upgrade across all ISPs, but some connection/support would be nice!!

Mike, thanks for the suggestion, I'll investigate as best I can. I suspect I may have been moved as you say....rumour has it that some have been moved to Tiscali, and I've heard of nothing but bad things about them!!!

Ns04

 

doesnt hurt to ring them and ask for your user credentials. I've heard of dropouts and the like from max upgrades but no connection is a little odd unless they are taking ages on the transfer process. Id leave plus net to be honest.....if you still want MAXDSL..... Zen and Nildram are decent ISP's, im with Zen who have been great

 

Will do, but waiting times are awful at the mo, as a result of all the probs I guess!

I'd hate to leave Plus net as they have been genuinely excellent till now (i've never had a disconnection in 2 years and the speeds have been dot on and very stable) I'm amazed at how quickly things seem to have deteriorated; what should have been a very popular upgrade is now a nightmare for them!! I'd like to give them the chance to resolve the issue before jumping ship, which might entail an even longer period of disconnection and much more hassle, I'm guessing?

Many thanks for the recommendation though- I'll check them out just in case!

Ns04

 

Have a similar issue myself. Upgraded from 100% stable "meg connection ( with F2S ) to MAX. I know get connected at anything between 4.8 and 5.5 Megs, but whenever the phone gets used,the connection drops. Bloody annoying. I've got BT coming out Wednesday to have a look, Friday and Saturday the line was so noisy, it was like someone was rubbing 2 sheets of sandpaper down the line!

 

Leave your modem on and plugged in for about 2 weeks for the line speeds to settle and your connection to get through (bt engineer)

If it don't work then contact your isp staing that your internet connection is not working. Many people who subscribe to this do not get told!

 

HR dis somwhere along the pair comming from your exchange

Could be a faulty filter or a problem in your extension sockets or even your phone.

 

Update, over the last few days got the following updates:

no ras logs since june - sent to supplier to check further - awaiting updates

Supplier's fault reference number: ###########

No idea what these mean, but I take it, it's a fault at their end!!

Ns04

 

to be honest the fact that your are using a usb modem will not help you. Ideally you need a router. Check out the following link for info on max

http://www.dslzoneuk.net/

 

It sounds like you have the same problem with Plusnet that I have at the moment, though I've not been maxed yet.

My router syncs, but there's no onward connection.

I had the same problem about a month ago too, and it was a very quick fix for them in the end... just took them a week to get round to doing it!

John.

 

John,

Apparently there is an Opt out feature on being moved to Tiscali UUL or whatever the damn thing is called! Plusnet did say they would E-mail everyone 7 days prior to the move to give them the chance to decline, but apparently this hasn't happened. I got an E-mail informing me of the move 2 days after my connection went down!! If your connection is currently good and stable (min was great as it was), I'd consider the Opt out, as lots of people seem to be having problems with the move.

Good luck.

Ns04

 

Many thanks for the link.

I can't help but feel that if the upgrade was going to cause connection issus for equipment that Plusnet themselves supplied, we should have had at least some notice though and maybe an offer of either a) staying with the set up that worked fine for us b) Some help towards the cost of a router.

Ns04

 

Yes the lines are very blurry with plus net. Apparently a while back when people tried to cancel, they were told they couldn't as they were in the process of being moved onto LLU. And they never told any of the customers they were being moved