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Standard User needhelpurgently
(newbie) Sat 27-Oct-18 18:16:11
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PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[link to this post]
 
Hello,

I am a recent subscriber of Plusnet fibre broadband. We got our broadband installed 2 weeks ago but have not been able to connect even once. When attempting to connect, we are hit with a service information wall that does not allow us to use the internet at all. We have called plusnet several times and they have done the following:

1. sent us a new router (did not work)
2. sent 2 openreach engineers (cannot seem to find a problem and say the problem is with plusnet)
a. on the 2nd visit, engineers performed a lift and shift but nothing changed at all.

Plusnet say they cannot test the connection from their end although openreach engineers are able to test on ground and say there is no problem with the physical connection.

Has anyone seen this recently and know how to fix it? we are really getting desperate now and considering changing providers as a result.
Standard User Zarjaz
(eat-sleep-adslguide) Sat 27-Oct-18 21:59:16
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: needhelpurgently] [link to this post]
 
I’d be asking Plusnet to cease and reprovide your account .

Are you able to change the username within the router ? If so, try using [email protected]_domain and abc123 or blank as the password ...

If this produces a PPP session (you cannot browse, but the router states connected)
then this is a Plusnet issue, if it doesn’t it is most likely Openreach/BT Wholesale problem and you’ll need Openreach out on a ‘super fast visit assured’ task ( and hope you get a better engineer this time)

Standard User 23Prince
(fountain of knowledge) Sun 28-Oct-18 09:01:48
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: needhelpurgently] [link to this post]
 
I would be leaving PN while you have the chance and remembering you dodged a bullet - been there done that - got out as soon as I could ( even paid to leave early it was that bad)


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Standard User monkeyman86
(newbie) Sun 28-Oct-18 22:45:04
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: 23Prince] [link to this post]
 
Continuing on from Zarjaz’s suggestion, if it is a PPP issue, I have seen on the rare occasion a Plusnet hub fail to maintain a ppp session. In that case we managed to bypass the problem using a BT Hub 5/6, editing the username/password appropriately. If you can find one to borrow for testing there’s a small chance it might help
ISP Representative chrisparr
(isp) Mon 29-Oct-18 09:13:26
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: needhelpurgently] [link to this post]
 
Sorry that you're having issues with your service. It'd be worth getting in touch with our support team over on our community forums too (community.plus.net) to see if they can help further.

Chris Parr
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User ian72
(eat-sleep-adslguide) Mon 29-Oct-18 10:14:42
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: needhelpurgently] [link to this post]
 
Could it be the blocking page that PlusNet put up? I know if a bill hasn't been paid (due to a credit card change or similar) then you get a block page put up by PlusNet - if it is this then passing it to OpenReach would be pointless.

EDIT: Corrected incorrect word as per Roberto's post

Edited by ian72 (Mon 29-Oct-18 11:03:22)

Standard User kasg
(knowledge is power) Mon 29-Oct-18 10:17:28
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: ian72] [link to this post]
 
Yes, it would be useful to know what is meant by "a service information wall"

Kevin

plusnet Unlimited Fibre Extra - sync 79999/20000 at around 450m - BQM
Using OpenDNS
Domains and web hosting with TSOHOST
Standard User RobertoS
(elder) Mon 29-Oct-18 10:26:48
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: ian72] [link to this post]
 
Is that a typo Ian, re “If a bill hasn’t been changed”? Should it bring “paid”?

Bear in mind this is a new connection as well.

I remember when I was with Plusnet and installed a new router of my own, I often got the format of the login username wrong and had to look it up in the booklet.

My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. 200GB. Sync 01/10/18 - 71908/13506Kbps @ 600m. BQMs - IPv4 & IPv6
==================================================
If you never think of anything off the wall, you'll never think of anything original.
Standard User ian72
(eat-sleep-adslguide) Mon 29-Oct-18 11:05:47
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: RobertoS] [link to this post]
 
Indeed, have corrected the post.

I know a few people a long time back would get the blocked page because of billing issues - just wondered if it could be PlusNet's block page but without seeing it or what is serving it up it is impossible to confirm. I switched back to PlusNet ADSL about a month ago and was using a BT Home Hub 6 but needed to reassign that at the weekend so setup the PlusNet router and wouldn't connect at first - changed the username and password and all was fine. Can't remember if there was any sort of block page though - pretty sure it just wouldn't authenticate and so had no live session.
Standard User needhelpurgently
(newbie) Mon 29-Oct-18 21:19:14
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Re: PLUSNET/BT STAND OFF OVER SERVICE INFORMATION ERROR


[re: Zarjaz] [link to this post]
 
This is a copy of the message we are receiving below:

"SERVICE INFORMATION


You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.
Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.
Or
You have attempted to access an invalid Service Provider domain, check your user details.
Or
You are testing your connection using [email protected]_domain. Please proceed to next step as advised by your Service Provider
Or
You are testing your connection to your service provider using [email protected] where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.
Or
The access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider

Page maintained by BTWholesale"

It is not a payment issue as the numerous plusnet customer service reps we've spoken to would surely have noticed? The money was certainly taken out of my account.

The router states connected all of the time. I just cannot browse because I get the above service information messages. Looks like I will have to cancel my subscription and get my money back.
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