topic Re: Constant orange light in Broadband

Constant orange light

steeny11 — Wed, 27 Oct 2021 08:04:04 GMT

Hello!

I'm a fairly new customer of Plusnet (about 2 weeks) and it's been generally fine, no complaints.

For the past 48 hours, however, i've had no internet access. The router is constantly orange (with short breaks of 2 mins at a time where it's blue and works).

I've tried unplugging everything I can and turning it on and off many times, I tried the troubleshooting guide online, and the webchat function is currently unavailable so I cannot contact plusnet directly.

Is there anything anyone can recommend I try as I need a connection?

Thank you.

Re: Constant orange light

Gel — Wed, 27 Oct 2021 08:16:57 GMT

Try putting a paper clip's end in the router's RESET button aperture.

Re: Constant orange light

LaurenB — Wed, 27 Oct 2021 13:16:18 GMT

Good Afternoon @steeny11, thanks for getting in touch. I'm really sorry that you're experiencing issues with your service.

I have tested the connection and this hasn't highlighted any faults however, one of your line settings (SNR margin) is set lower than we usually prefer which could potentially be causing the issues you are seeing. I have now placed an order to amend this and would advise to monitor over the next few hours.

Should the issue persist, I would advise to have a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and log a fault here: https://faults.plus.net letting us know once done.

Re: Constant orange light

steeny11 — Wed, 24 Nov 2021 12:59:46 GMT

Okay so I've had the occasional orange, but it seems to be working all fine now! Thank you so much for your help!

Re: Constant orange light

TheMightyAJ — Wed, 24 Nov 2021 16:38:59 GMT

I'm really glad to hear that's the case! Please let us know if there's anything else we may be able to assist with and we'll be more than happy to help