topic Re: Router flashing orange all weekend in Broadband

Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 12:28:55 GMT

Router flashing orange. No connection. Contacted Plusnet, told it would be fixed within 24hrs. Restarted. Factory Reset. No joy 😞

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 12:34:17 GMT

@ardy45 Which Hub - Hub1? Just flashing orange?

Re: Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 12:49:22 GMT

Hub 2, I think. Continuously flashing orange.

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 13:09:50 GMT

OK - that suggests there is a network problem, which is really in PN's hands. Is it possible to post a picture of your Hubs Help Desk page, just in case we may be able to spot something?

To get there: Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 13:23:47 GMT

Suggested screenshot attached.

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 13:35:13 GMT

Thanks for that picture, which confirms you are not connected, for some reason. Probably unrelated, but I note the username is 'setup@plusdsl.net' - that should be 'yourusername@plusdsl.net' - can you try changing that and see if anything happens?

@bobpullen Just noticed you are around - any ideas?

Re: Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 13:42:11 GMT

I did attempt to change it to my username, it also requests a password. I tried my account login details but they didn't seem to work

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 13:46:29 GMT

Are you sure you are using the exact password associated with your account - it is case sensitive. Also, are there any 'special' characters in it - an alpha-numeric one is preferable?

Re: Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 14:06:36 GMT

Pretty sure the details were correct. I tried several times.

Do PN technical support actually work over the weekends or am I just being fobbed off?

Thank you for trying to help

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 14:15:25 GMT

OK - If as you say earlier you have tried a factory reset of the router, that should have picked up the username/password automatically, so there is something deeper going off, as I suspected, and why I tagged Bob Pullen - he's the tech guru on here.

With due respect to the phone support staff, they are not trained in everything, but should have an understanding of the basics, and will do what they can to help, but it should be noted that, especially at weekends, they are not always aware of everything.

If Bob doesn't pick this up, I would call in Monday morning, or hopefully, one of the Help Team will pick this up.

Re: Router flashing orange all weekend

MisterW — Sun, 17 Jul 2022 14:21:17 GMT

OK - If as you say earlier you have tried a factory reset of the router, that should have picked up the username/password automatically, so there is something deeper going off

From the helpdesk report, there is no DSL sync. The factory reset will have reverted the username back to setup@plusdsl.net , since there is no DSL synch it can't connect to the PN servers to reconfigure.

@ardy45 if you haven't already reported a fault then do so

Re: Router flashing orange all weekend

jab1 — Sun, 17 Jul 2022 14:25:09 GMT

@MisterW Didn't think of that, although I should have spotted it - must have my 'weekend' head on.

The OP says he has contacted phone support, and been advised 'it will be sorted in 24 hours' -bit of a 'cop-out' reply?

Re: Router flashing orange all weekend

ardy45 — Sun, 17 Jul 2022 14:27:23 GMT

I'll try phoning PN again tomorrow. Thank you for your time.

Re: Router flashing orange all weekend

ardy45 — Mon, 18 Jul 2022 09:54:15 GMT

Phoned PN Support this morning. Still the same response, "There appears to be an MSO Fault and will be resolved by 23:05".

What does MSO stand for?

Do I just wait a whole day again?

Re: Router flashing orange all weekend

jab1 — Mon, 18 Jul 2022 09:59:17 GMT

MSO = Major Service Outage (in the BT/OR network) - you will just have to wait until BT/OR sort it. What is your exchange dialling code?

Re: Router flashing orange all weekend

LaurenB — Wed, 20 Jul 2022 08:42:29 GMT

Hiya @ardy45, thanks for getting in touch on our forums.

I'm really sorry for the issues you had with your service and for the problems it caused. I can appreciate it's not ideal at all.

It looks like the connection came back up Monday morning (not so long after your post by the looks of it). I can see you have an open complaint on your ticket here: https://www.plus.net/wizard/?p=view_question&id=226073430 with your case handler due to follow up today.

Re: Router flashing orange all weekend

RealAleMadrid — Wed, 20 Jul 2022 08:50:55 GMT

@ardy45 Unfortunately not much point complaining about a Major Service Outage, which is totally out of Plusnet's control. The best you expect is a few quid compensation for loss of service.