No service - Plusnet just disappeared down a black hole

Plusnet broadband disconnected around five last night. Clearly happened to a lot of customers.

Initially message on phone lines and status page stated they knew of issue and to reboot router to reconnect immediately. That didn't work.

Now their website down so no status updates, the phones have a message saying they can't deal with accounts or faults.

Plusnets forums are up but no responses from plusnet since early yesterday evening.

Anyone any idea what's gone on?

http://usertools.plus.net/status/archive/1382997186.htm

Broadband connection problems (77697) - RESOLVED
Broadband
Posted on: Monday 28 October 2013, 21:53
This is an update to the earlier post about issues affecting a number of our broadband customers to be disconnected from the internet.

Our network engineers have identified and resolved the cause of this and no further problems have been seen.

If you're still having difficulties connecting then we suggest that you log into your router and try connecting manually from the settings pages.

Sorry again for any inconvenience.

Kind regards,

Chris Purvey
Customer Support

http://usertools.plus.net/status/archive/1383035207.htm

Website and Internal Systems problems (2013.31) - NEW
Portal
Posted on: Tuesday 29 October 2013, 08:26
Following the maintenance this morning we're experiencing issues with our customer website and some internal systems. This means that you'll see a holding page when trying to access our website. In addition our support teams have limited access to customer account details while this issue is ongoing.

Our engineers are working on this and we'll provide an update shortly.

Sorry for any inconvenience this is causing you.

Kind Regards,

Chris Parr

and the website just worked for me

Yep, really annoying to see 'issue resolved' when it clearly isn't.

They're tweeting issue resolved as well, despite all the 'still not working' tweets.

Can't get through on the phone either.

Hopefully the techs aren't as deluded as CS and are actually working on it.

Was just thinking of moving to PlusNet ... does this sort of thing happen often?

Edit: also just read the post from poggs saying his BB was out for 10+ days.
What? If it went down for that long in our house, I may as well just pack my bags.

Edited by deleted (Tue 29-Oct-13 10:24:00)

All working OK for me.
If/when you can access it the bottom graph on this page shows the glitch...and that post the glitch the BB is runnning normally.
plus net users online graph

I do appreciate it's not working for "you".

The broadband disconnections yesterday are completely unrelated to the website being unavailable this morning, the website was down due to some maintenance over-running.

We saw the vast majority of customers come back online within a short time after the disconnection yesterday, if you're still offline then I'd strongly suggest opening a fault ticket with us.

I've got broadband working again now.

Couldn't get through to anyone at plusnet but cleared all the username/password settings on the router and re-entered them and that worked.

Don't understand that at all. the settings have been saved for months and worked everytime.

Could a fault at that their end corrupt the saved info on my router? No idea but that seems to be what happened.

They could put some better info out if that is the cure for everyone.

Are you using the router we supplied? We've seen it previously that some routers will just 'give up' trying to authenticate after a period of time but the 582 shouldn't do that.

First time I've noticed loss of service.

Coomunication and getting through to support have proved impossible though.

In reply to a post by semiartificial:

Was just thinking of moving to PlusNet ... does this sort of thing happen often?

No, and I, like most people, was not affected. I had no reason to access the website when it was down either. I think the response from Plusnet here says a lot, you wouldn't get that from some ISPs.