Internet not working after changing the plan. Is it a coincidence?

Hello guys, two days before, I changed my plan from 12GB CUL to Superstar 300. I had no prior problem in my Bsnl line and it was stable too, no connection drops. That day internet was working fine. The next day early morning, I got a sms from bsnl stating that the free Hotstar premium is activated. So the plan has changed(it seems). Then the internet was working fine as always, then around 10 AM, It's not connected anymore. The dsl light is gone for good, only power light and LAN, WLAN lights are there.

I have called BSNL and they said that they will send technicians but it's been two days and no one came. My question is, should I again tell them that I changed my plan so that they have a mechanism in their building to switch ports or whatever?

In normal days, I would not ask this question but my area is rapidly getting infected with covid-19 and my family is not happy with the bsnl technicians coming inside Home. I am not being rude but the area around us is rapidly getting infected so we are self-quarantining ourselves. Is there any detail I should tell them so that the problem gets resolved in their side?

Nope bro plan change doesn't have any affect on the adsl line. Btw Is your landline working? If not then it may be due to broken wire or something. Directly connect the wire to the modem and if it works change your splitter.

Thanks for the reply @Danish880, I don't use landline phone as my receiver is damaged but when I tried connecting the wire to the phone, the display lights up! so the line is not cut anywhere. As my phone is broken, I don't use splitter (as advised by BSNL technicians). The wire directly connects to the modem. I also tried using Splitter but the problem is not resolved. I also told them about the plan change and as you said, they also said that plan change doesn't affect the adsl line.

This is what happening right now, the wire is not severed anywhere, I personally checked myself as the BSNL box is very near to my home, the dsl is not coming at all. My modem seems to work well, I can login to the router settings and my plex server works as good as ever. It's been a week but the BSNL technicians have not come yet, lodged a formal complaint through customer care, no response. Complained through twitter, no response yet.

What is frustrating more is that BSNL is not attendig calls and not responding to complaints. I called the watchman of the local exchange and he says that officers are inside but when I call their phones, they don't attend the call. I tried from different numbers and they are not responding. Worst customer service ever.

Can you post a screenshot of the ADSL line parameters from your router? Look for SNR margin and line attenuation under ADSL statistics. SNR margin below 10dB is very bad and more than 20dB is good.

When you changed the plan, BSNL NIB would have changed the line profile so that you get the upgraded plan speed but as a result, your SNR margin is now probably below the optimum range for a stable connection.

This is how it looks like. It's not showing as connected at all

If there is no wire cut and if you are positive that your phone connection is alright and also assuming that the internet disruption is due to low SNR, you can try calling JTO or SDE of your BSNL telephone exchange and ask them to change your line profile. You can also directly call the BSNL NIB of your district if you have their number.

I don't know what was your previous line profile or to which profile it has been set after upgrading the plan. Suppose if you were getting 4Mbps download and 1Mbps upload speed before the plan change and the connection was stable then, you can ask them to lower the line profile to those levels to make sure that your SNR margin improves and a link can be established.

If you still don't get a stable link even after doing this, we can fully rule out that the disconnection was caused by the plan change and in that case, a technician will have to visit your premises to redress the problem.

It may be due to any issue in the dslam port in the exchange. Visit the exchange if u can and explain them that your line is not broken still modem can't intialize the dsl. They will surely help you. Complain on twitter as well as on bsnl pg portal if they don't sort it out.

It is possible that your DSL modem is dead too (well, the DSL portion of it). While I was on BSNL DSL, I've had numerous occasions where the modem UI is accessible, device responds to ping etc, but fails to establish a DSL link. The first time I complained to BSNL and finally the BSNL lineman came to check with another modem and it established a link in no time. Since then I always kept a backup modem. 😅

Anyway, not saying for certain that the device is dead, but it would be definitely worth the time to check with another device if possible (Perhaps a friend's or neighbour's)

Thank you for the replies @iAnvin, @Danish880, @varkey. The local BSNL exchange is not responding to the calls and the entire city is in lockdown, so I have no control over this problem now. I don't have the numbers of JTO or other officers. And I am changing to the plan with same spped as the previous one. Both are 10mbps. But I will surely mention it when I connect with them. Due to this lockdown, I can't even visit the exchange. I will surely ask about the dslam port if they attend the calls. I am trying everyday. I complained in twitter thrice but no replies for days now. Maybe the DSL part of the modem is damaged but I have only one modem so I can't really compare. But still, other things like my Plex server is working. Maybe I should wait for some days.Thank you guys.