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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?
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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
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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.
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Register (or login) on our website and you will not see this ad.
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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)
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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".
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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.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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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.
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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.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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First time I've noticed loss of service.
Coomunication and getting through to support have proved impossible though.
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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.
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Following the advice on the status update i was 'manually connecting' from the router interface.
It wouldn't authenticate though.
I finally decided to clear the username and saved password. Re enter them manually and that seems to be what has worked.
Somehow the saved details were corrupted by the outage.
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Very poor decision to go ahead with planned maintenance so soon after a major outage.
There must have been many customers still offline, I couldn't get through on the phones last night, often a message with 'half hour call waiting'. Same again this morning. This must have been because so many were still disconnected.
That maintenance should have been postponed in my opinion.
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Router was the 582.
Needed the username/password details deleted and re-entered.
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Very poor decision to go ahead with planned maintenance so soon after a major outage. 
But to most it probably wasn't a major outage. It was also planned BT work, which is taking place almost continuously at the moment. Service: Broadband
Posted: Mon, Oct 28 2013 at 12:49:51
Subject: Planned BT Network Maintenance - Week commencing 28th October 2013
When's this work happening?
Early hours of most days this week.
What does it affect?
Broadband connectivity.
How long will it take?
Up to six hours each time.
What does the work involve?
Although we've not received any notifications from our suppliers about any major maintenance work scheduled to take place this week, there are a number of smaller exchange works most nights of the week that may cause smaller outages at individual exchanges. This work typically takes place between Midnight and 6am.
Am I likely to notice the work?
Yes, there's a chance that you may be disconnected from the internet for a period of time during the maintenance window.
Is there anything else I need to know?
Any customers having problems connecting once the maintenance is complete are advised to log into their router interface and click connect. Ok, the effect on you was for some reason dramatic, but for me it wasn't even noticeable - similar to an earlier poster, you can see it by clicking the BQM link in my sig.
There was an identical email about BT work last week and the week before, w/c the 14th. I haven't checked back further than that. PlusNet did service updates on the 17th, 21st (two different things), and an emergency fix in the daytime on the 24th. Then this one last night.
It's hard to see how they could avoid the ongoing clearly widespread BT stuff.
My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 55.8/14.5Mbps @ 600m. - BQM
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
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The planned maintenance I was referring to was Plusnets own, on their internal systems.
Planned Website and Internal Systems Maintenance - Monday 28th October 11.30pm-Tuesday 29th October 6.00am
28/10/2013 @ 16:59
When is this work happening?
Overnight tonight and into tomorrow morning, 29th October.
What does it affect?
Access to our website and internal systems.
How long will it take?
About six hours.
What does the work involve?
We're rolling a number of system updates, improvements and problem fixes.
Am I likely to notice the work?
Possibly. Our website will be unavailable for the majority of the maintenance window and holding pages will be in place. Our customer support centre will have limited access to customers' account details during this time.
Is there anything else I need to know?
No.
Kind regards,
Matt Taylor
Customer Support
I'm not sure what caused the loss of service, somehow doubt it was the BT Network updates as the timing was wrong. Outage started around 5pm, Network updates would have been overnight.
There must have been a lot of people who couldn't reconnect as the phones were swamped all evening, and again this morning.
Having just had an outage, and with phone queues that long I don't think it was sensible to go ahead with their own internal maintenance. It needlessly created an issue whereby customers who couldn't reconnect were phoning up and hearing a message saying systems down- no fault finding, no website status page and all at a time when support was clearly needed for a large number of customers.
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Have a look at the call chart, it clearly wasn't just me or a few others.
Call centre chart
Current call wait over an hour. Why is it like that if issue was resolved last night?
Even if the technical fault is fixed, customers clearly still need support to get back online, even now.
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Guess I was lucky can't say I noticed any outage at 5.00pm up here and I'm usually asleep around three in the morning 
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Have a look at the call chart, it clearly wasn't just me or a few others.
Call centre chart
Current call wait over an hour. Why is it like that if issue was resolved last night?
Even if the technical fault is fixed, customers clearly still need support to get back online, even now. Looking at that chart, today looks identical yesterday? Neither is satisfactory in my opinion, but I think you just disproved your point rather than proved it.
Have a look at the graph of the number of users online. Section 2 of this page. Looks to be only gateway ptw-ag04 that went down, for a short while.
My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 55.8/14.5Mbps @ 600m. - BQM
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Edited by RobertoS (Tue 29-Oct-13 12:57:03)
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Haha, perhaps you're right!
I haven't looked at the call centre chart recently (other than last 24 hrs), so perhaps it is swamped everyday.
I can't see any way to see previous days charts just that one showing last 24 hrs.
I thought that chart showed a marked rise following the 5pm outage and same high volume again this morning. But as you say maybe it's like that everyday at the moment.
If you know how to see historical data for the call centre please share!
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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.
typical PR game.
ISP will say resolved go away to visitors on their status pages, the tech's meanwhile will be tyring to actually fix it.
BT Infinity 2 Since Dec 2012 - BQM
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I just clicked your link, and could see from 4am yesterday to 12 noon today . Still can, if you click it now.
On a second look, it does appear a bit worse today, so there may be an effect to do with it. I haven't looked in the Community Forums, and an estate agent just arrived so busy now.
My broadband basic info/help site - www.robertos.me.uk | Domains,website and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 55.8/14.5Mbps @ 600m. - BQM
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
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Not at all, we were monitoring the graphs and sessions and saw that the vast majority of customers were back online shortly after the outage. We waited a few hours before closing off the status message.
There are always going to be customers with faults, or who are disconnected, it's the nature of the technology but we can't have a service status open permanently due to this.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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Well the have been very reliable for me and the TB ping checker does not show an outage at all on my connection.
My Broadband Ping
When ever I have rung support in the past, the service has been pretty quick and good. I have been with several other ISPs in the past who did not match up.
http://speedtest.net/result/2459383290.png
Solar Results
Nov 143, Dec 125, Jan 77, Feb 174, Mar 210, April 384, May 450,
June 485, July 512, Aug 433,
Max Day 25.2
Edited by philippercival (Tue 29-Oct-13 17:47:10)
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Just to be clear... Plusnet returned from the Black Hole after a few hours.
From what I can tell there was an outage affecting a significant number of customers. Whatever caused it was fixed fairly quickly however some customers were left disconnected and couldn't reconnect. In my case it seems that the outage corrupted the saved password in my router. Once I'd re-entered it manually I could connect ok.
However during this time a separate incident meant the website and internal systems were not available. This together with very long wait times on the phones meant I couldn't get support from Plusnet for my issue. Thankfully I managed to rectify things myself, wish I'd thought to re-enter the details sooner!
I've only been with Plusnet 5 or 6 months and up until now have been very satisfied. I am now however concerned about getting support should it be needed.
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Just had the same again, broadband disconnection, plusnet graphs showed gateways disconnected, later reconnected ok but again had to manually re-enter saved details top get connected.
Hope this isn't the start of a pattern, I've still got a while left on my contract!
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Not the same issue from what we can see, our graphing isn't showing large scale disconnections. If you continue to see drops then I'd suggest opening a fault ticket with us so we can resolve.
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The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
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