UK Self Help: Internet Outage

[Oblivion Knight]

I used to work in Technical Support at Plusnet, one of the UK's smaller (but popular) service providers.. Today I'm going to share a few tips with you that may help to get your Internet back up and running before needing to call your provider. Some of these steps may work for the US, others may not - proceed with caution!

1. Connect a landline phone if you don't already have one connected to check your phone line. Is there a dial tone? Try calling a freephone number (eg. 1471 in the UK), does the line sound clear or is it noisy/crackling?
   
   
2. Disconnect all devices that are connected to your phone line, and locate your master socket. This will often have "BT" or "OpenReach" branding on it, or appear to have a second blank faceplate above it (see example images).
   • For older sockets, remove the two screws at either side of the faceplate. For new sockets, release the clips at either side of the faceplate. This should reveal a hidden test socket (see example images).
   • Connect just the landline phone to this socket without a microfilter - is there a dial tone? Try calling a freephone number (eg. 1471 in the UK), does the line sound clear or is it noisy/crackling? If there is no dial tone, or a noisy line there is likely to be a line fault. Check your wiring for any potential damage, then give your service provider a call and discuss the steps you have taken. They will be able to run some tests on the line and confirm this.
   • Try connecting a microfilter, and just the landline phone. Do you still have a dial tone? If something has changed, your microfilter is faulty. Try an alternative microfilter, if you don't have one they can be picked up for a couple of £s from your local hardware store.
   • Try connecting your router to the microfilter with the landline phone connected. Do you still have a dial tone? If something has changed, your router is faulty. Try an alternative router, if you don't have one see if you can borrow one, or give your service provider a call.
     
     
3. With a bit of luck, your router may even connect to the Internet whilst you are connected to the test socket. While it will not do any harm being connected to this socket, it is recommended that you reconnect the faceplate to this socket. Then try repeating the steps that you've just done, checking for a dial tone or a noisy line. If something has changed, at this point the issue is likely to be the socket itself which can occasionally happen.. It is up to you whether to remain connected in the test socket, or report the issue.
   
   
4. If the phone line is clear, but your Internet refuses to connect. Try browsing to the router settings, the IP is usually written on the back or underneath the router, and is often 192.168.1.254 - type this IP into the address bar on a browser using your PC, laptop, tablet, or phone. It may ask you for a password which should also be written on the back or underneath the router.
   • Try to locate the details of your Internet connection - what username is it trying to sign in with? If this is something along the lines of [email protected], try replacing setup with the account username that you have set up with your provider (eg. [email protected]), as well as the password used for your account. If you are unsure of these details, you will need to contact your provider. Save the details, and see if your router is able to connect.
   • If this appears to be correct and you still have no Internet connection, this is what is called an "Authentication fault". It could be a problem with your router, so I would recommend trying an alternative router (or borrowing one if you don't have one) and repeat the above steps. Alternatively, it could be a problem with the line in which case you'll need to contact your service provider to run some tests from their end.

In the unfortunate event that you have to call your service provider, it is likely that they will ask you to carry out the same tests as the above. If they feel that an engineer visit is needed to remedy the issue, it is VERY LIKELY that you MUST agree to a potential charge if the engineer is able to demonstrate a fault with your setup, or damaged wiring within the boundary of your property. The tests above try to remove any potential setup issues, and if you have not checked for wiring damage by this point I would strongly recommend that you do so before agreeing to the charge. PLEASE remain respectful to the agent on the phone, they know that you don't want a potential charge but unless you agree to this, an engineer appointment cannot be arranged. Ultimately, you can argue this afterwards if you are charged, and provided that you can show evidence that you have taken all necessary precautions, the charge can be removed.

 

[Fait]

I used to work in Technical Support at Plusnet, one of the UK's smaller (but popular) service providers.. Today I'm going to share a few tips with you that may help to get your Internet back up and running before needing to call your provider. Some of these steps may work for the US, others may not - proceed with caution!

1. Connect a landline phone if you don't already have one connected to check your phone line. Is there a dial tone? Try calling a freephone number (eg. 1471 in the UK), does the line sound clear or is it noisy/crackling?
   
   
2. Disconnect all devices that are connected to your phone line, and locate your master socket. This will often have "BT" or "OpenReach" branding on it, or appear to have a second blank faceplate above it (see example images).
   • For older sockets, remove the two screws at either side of the faceplate. For new sockets, release the clips at either side of the faceplate. This should reveal a hidden test socket (see example images).
   • Connect just the landline phone to this socket without a microfilter - is there a dial tone? Try calling a freephone number (eg. 1471 in the UK), does the line sound clear or is it noisy/crackling? If there is no dial tone, or a noisy line there is likely to be a line fault. Check your wiring for any potential damage, then give your service provider a call and discuss the steps you have taken. They will be able to run some tests on the line and confirm this.
   • Try connecting a microfilter, and just the landline phone. Do you still have a dial tone? If something has changed, your microfilter is faulty. Try an alternative microfilter, if you don't have one they can be picked up for a couple of £s from your local hardware store.
   • Try connecting your router to the microfilter with the landline phone connected. Do you still have a dial tone? If something has changed, your router is faulty. Try an alternative router, if you don't have one see if you can borrow one, or give your service provider a call.
     
3. With a bit of luck, your router may even connect to the Internet whilst you are connected to the test socket. While it will not do any harm being connected to this socket, it is recommended that you reconnect the faceplate to this socket. Then try repeating the steps that you've just done, checking for a dial tone or a noisy line. If something has changed, at this point the issue is likely to be the socket itself which can occasionally happen.. It is up to you whether to remain connected in the test socket, or report the issue.
   
   
4. If the phone line is clear, but your Internet refuses to connect. Try browsing to the router settings, the IP is usually written on the back or underneath the router, and is often 192.168.1.254 - type this IP into the address bar on a browser using your PC, laptop, tablet, or phone. It may ask you for a password which should also be written on the back or underneath the router.
   • Try to locate the details of your Internet connection - what username is it trying to sign in with? If this is something along the lines of [email protected], try replacing setup with the account username that you have set up with your provider (eg. [email protected]), as well as the password used for your account. If you are unsure of these details, you will need to contact your provider. Save the details, and see if your router is able to connect.
   • If this appears to be correct and you still have no Internet connection, this is what is called an "Authentication fault". It could be a problem with your router, so I would recommend trying an alternative router (or borrowing one if you don't have one) and repeat the above steps. Alternatively, it could be a problem with the line in which case you'll need to contact your service provider to run some tests from their end.

In the unfortunate event that you have to call your service provider, it is likely that they will ask you to carry out the same tests as the above. If they feel that an engineer visit is needed to remedy the issue, it is VERY LIKELY that you MUST agree to a potential charge if the engineer is able to demonstrate a fault with your setup, or damaged wiring within the boundary of your property. The tests above try to remove any potential setup issues, and if you have not checked for wiring damage by this point I would strongly recommend that you do so before agreeing to the charge. PLEASE remain respectful to the agent on the phone, they know that you don't want a potential charge but unless you agree to this, an engineer appointment cannot be arranged. Ultimately, you can argue this afterwards if you are charged, and provided that you can show evidence that you have taken all necessary precautions, the charge can be removed.

Abusing the agent never helps or solves the issue if anything it only makes them want to help you less and thank you for this very informative thread, Hopefully, this will help others that come across this issue.

This can apply to most internet connections all though the router IP may differ.