ADSL connection problems

I tried to used my connection yesterday but noticed I could not connect to any sites. I checked my router and i have an upload and download speed but no IP address.

I have rebooted the router and even tried another router but get the same problem. I have logged a fault call with Customer Support.

Any ideas what could be wrong?

We're putting the following service status out, are you in one of the affected dialling codes?

BT Wholesale Service Outage (1855) - NEW

We have recently become aware of a widely affecting service outage that has the potential to impact broadband connectivity for a significant number of our customers.

The problem is affecting one of BT's edge switches in Edinburgh and customers with the following area codes may have been unable to access the Internet since around 7.30am this morning:

0289 01224 01228 01229 01259
01294 01307 013131 013133 013145
013146 013147 013153 013156 013165
013166 01324 01334 01343 01346
01350 01358 01381 01382 01383
01387 01388 01389 014143 014156
014157 014158 014161 014164 014176
014177 014184 014187 014188 014195
01434 01461 01463 01467 01471
01475 01505 01506 01542 01560
01561 01563 01592 01595 01655
01670 01697 01698 01738 01771
01779 01786 01835 01852 01879
01899 01903 019122 019123 019124
019125 019126 019128 019129 019137
019138 019142 019144 019148 019149
019151 019153 019156 019158 01955
01975 01988 01997 0282582 0282588
0282764 0282766 0284482 0287930 0287939
0287954 0287963 0287964 0288224 0288225
0288675 0288676 0288772 0288775 0289020
0289022 0289028 0289029 0289034 0289038
0289040 0289050 0289058 0289059 0289066
0289068 0289070 0289079 0289080 0289083
0289084 0289087 0289091 0289093 0289094
0289096 0289187 0289261 0289093

On behalf of BT Wholesale, please accept our apologies for the inconvenience. We'll provide another update as soon as more information becomes available.

Kind Regards,

Bob Pullen
Customer Support

Hi Chris,

No my dialling code is 01908.

There's no recent BT service outages against that area code Conor and the problem Chris referred to has since been fixed.

Perhaps you can provide me with your username or a ticket reference from your account so that I can take a look at things from this side?

Hi Bob,

Username conorandlucy fault ref 31647414

Ta.

Just called tech support and was told it could take 24 to 48 hours from when I logged the call.

I have been with Plusnet for a considerable amount of time, over 5 or 6 years now. Could someone please chase this up for me?

Hi Conor

Sorry your having problems just now. One of the team has initiated further checks on your line. The TAM test has failed indicating an exchange issue. Next move is to get an engineer out. The ticket will be updated and we can take it from there.

Mark

Strange, it seems my parents line is having similar problems - unfortunately I can't get over there to do any tests and so am concerned about logging a call. But the router is connecting and has sync speeds displayed but it appears the LCP login is failing.

Wonder of there is a bigger problem somewhere? Should I log a call despite the fact I haven't been able to get over to try changing filters and plugging into the test socket?

.................... but no IP address

What do you have normally is it a Dynamic IP Address or a Static IP Address.

If dynamic make sure that in Internet Protocol (TCP/IP) Properties when you open the General tab that the Obtain an IP address automatically is still selected.

It is the router that isn't getting a WAN IP address - not the PC.

Remarkably similar to what has happened to this poster except somehow that one has managed to autheticate with an ISP.

If this sync's with the exchange but the ISP rejects the username/password, is this what could be seen? Surely some error would be flagged? Unless this poster is jumpered to an LLU DSLAM where the username/passwords are not required, the phone number or something establishing the user. O2/Be work that way but it cannot be them as LLC and VPI/VCI 0/101 are used, not VC 0/38. TalkTalk?

Hi Conor

A quick check of Radius this morning indicates that you've had a steady connection since about 20:00 last night. Let us know if anything changes.

Ian72 have you raised this to us yet and if so can you post or PM a ticket ID or u/n?

Mark

Thanks Mark. PM sent.

Thanks Ian

One of the team is working on this now. I cant reply to your PM as it sems you're not accepting them but all points noted and the agent working on this is aware.

Mark

In reply to a post by mkelly:

Thanks Ian

One of the team is working on this now. I cant reply to your PM as it sems you're not accepting them but all points noted and the agent working on this is aware.

Mark

Thanks Mark. Had forgotten I had disabled receiving PMs - have reenabled in case you need to contact me via that route.

Cheers,
Ian.

I can put you out of your misery and tell you who the "other" provider is.

Apparently it's Mistral, which Google tells me is part of Kingston Communications.

However, this leaves me slightly confused, as I thought Kingston were only active in Hull. How could I end up cross-jumpered to them at an exchange in Bristol? Mistral is not listed as an LLU provider on my exchange, but that is possibly because they don't seem to offer domestic packages. Which means the other party in this is presumably a business.

Kingston Comms also own Eclipse which is national. Looks like some sort of IP address cross-over there, like all O2 IP addresses appear as (belong to) Be.

In reply to a post by RobertoS:

Kingston Comms also own Eclipse which is national. Looks like some sort of IP address cross-over there, like all O2 IP addresses appear as (belong to) Be.

Hmmm. Interestingly, Eclipse is not listed by Samknows as an available local LLU provider, either.

I do have an inkling I might have been "LLUed" (albeit unintentionally), though, as speeds have definitely improved on what was achievable previously.

That being the case, perhaps I should just close the ticket and shut up.

Thank you very much Mark. It did come on last night and my wife was over the moon.

This morning it was still online and I will check when I get home tonight.

As far as I know Eclipse and Mistral sell BT Wholesale stuff

Mark,

Just a quick post to say all is well so far and my line speed seems to have increased from about 3500 to 5300 so thats impressive.

Thanks for your help.

Glad to hear it Conor and thanks for letting me know.

Shout if you need us.

Mark