Moving home

Here's something I can't work out.

My folks have just moved into a new house. Their telephone number has been moved by BT so presumably, that takes with it the broadband connection? Anyhow, I'm assuming it does as I can see that there is connectivity but, no web pages will load or e-mails download via outlook express.

I'm puzzled, my mum phoned plus net (her IP) and they said that the router wasn't connected. Surely it is, as you get details of your connection speed in the bottom right hand corner when turning the computer on??

One other point, we have to use a 10 metre extension cable for a number of reasons and just want to get them back on line so they move to Sky and go wireless for free.

Any suggestions anybody, I'm baffled!

I don't think moving a telephone number automatically moves a broadband connection.

I thought that, but only in terms of BT not your IP and as I said, the line is clearly broadband enabled.

You say new. New to your parent's or new build? The previous occupants might have had broadband enabled.

New to them and I suspect it's extremely unlikely the previous occupants had broadband, it's sheltered accommodation.

Could it conceivably be that the connect is being made to the test line (like the Speedtouch connection I have available).

That will connect but only allow diagnostic reports, you cant connect to the internet with it.

Have they set up an internet connection with their ID and password to their ISPs connection?

Even our Senior Citizen's have been known to engage in the internet. Ask their neighbours.

Hmm. I don't know is the simple answer. I suspect they've done nothing. In my ignorance of these matters - and theirs to be fair - collectively we thought that if BT moved their phone number, that would bring with it the broadband enabled line and it would be a case of plugging in and getting on where they left off. Perhaps, we were wrong?

Hmm, I very much suspect not all the same.

You could check which internet connections they have set up.

Start
Setting
Network connections

and make sure their ISP is set to default.

Not sure that if their BT phone line had been moved over, that the DSLAM they are connected to (for ADSL) would be the same one?

Moving line (unless you go out of your way to tell both Openreach and your ISP), will leave you disconnected at the new address.

In reply to:

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Anyhow, I'm assuming it does as I can see that there is connectivity but, no web pages will load or e-mails download via outlook express.

I'm puzzled, my mum phoned plus net (her IP) and they said that the router wasn't connected. Surely it is, as you get details of your connection speed in the bottom right hand corner when turning the computer on??

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For any number of reasons, I shall not bore you with, your folks new line is connected via broadband port in the exchange that is not theirs/allocated to them, hence the sync, but no PPP.
The firstly need to find out from Plusnet, wether or not their account with them is still active, and to what address PN believe they are supplying it....if the answers are yes, and the new address, they need to get PN to get OR to deal with this........
if not, then it's time to order a new service.

Good luck.

Cheers!