topic Re: No internet connection in Broadband

No internet connection

Tgilcisneros — Mon, 15 Nov 2021 18:46:40 GMT

Constant WiFi Drop Outs and Wifi connection with no internet.
Hi,
My internet suddenly stopped yesterday starting at 08 am. The router (Plusnet Hub One) is showing a red light and red "b". I did try restarting the router by power off and power on it a few times but it's still showing red lights. I have also unplugged everything and plugged it back but it still showing red light and red “b”.

I have checked the router setting and the DSL line status is fine. I can see that the Line status is Connected. However when I go to Internet connection configuration page, the connection information is disconnected.

Could you please urgently help. Thanks.

Re: No internet connection

Gandalf — Tue, 16 Nov 2021 09:54:38 GMT

Thanks for your post @Tgilcisneros and welcome to our Community Forums.

From what I can see your router's trying to connect to the internet using the wrong password which is normally the case if you ever change your account password. Normally if you have a Plusnet router, this will automatically update itself but your Hub One isn't attached to your account, all I can see we've sent you is a Hub Zero.

Can you private message me the serial number and MAC from the label on the bottom so I can add it?

Re: No internet connection

Tgilcisneros — Tue, 16 Nov 2021 10:12:50 GMT

Thanks very much @Gandalf, I’d send you a DM with the details.

Re: No internet connection

Gandalf — Tue, 16 Nov 2021 12:50:08 GMT

No problem @Tgilcisneros, I've PM'd you back a couple of hours ago.

The serial number you've given doesn't match the Hub Zero on your account nor is it for a Hub One.

Is this what you currently have plugged in to your telephone socket?

Re: No internet connection

Tgilcisneros — Tue, 16 Nov 2021 19:59:08 GMT

Yes it is, is been working ok for 6 months but last Sunday suddenly stopped working… 😅

Re: No internet connection

adam945 — Wed, 17 Nov 2021 09:38:31 GMT

Hello @Tgilcisneros

Things such as changing the password on your account can sometimes cause this problem to happen. Looking at the radius on our end, you're entering the incorrect password to authenticate the router. Please enter your new password and let us know how you get on.

-Adam - Leeds

Re: No internet connection

Tgilcisneros — Wed, 17 Nov 2021 10:31:09 GMT

Thanks @Gandalf & @adam945, I did reset my settings and is working perfectly fine today. Thanks!!

Re: No internet connection

adam945 — Wed, 17 Nov 2021 18:31:43 GMT

Ah great stuff!

Feel free to reach out if you have any further issues at all.