topic Broadband down since Friday AM in Broadband

Broadband down since Friday AM

Rach1988 — Sun, 18 Sep 2022 12:00:59 GMT

Hi,
At 6:30am on Friday morning my Internet went down along with many other customers. It is now Sunday afternoon and I still have no Internet access. According to Twitter there is a lot of people in the same boat yet Plusnet seem to be blaming my router?
I doubt it's to do with my equipment when so many other people are also effected.
Does anyone have any idea what is going on? I have to work from home and I can't afford to keep topping up my phone data to hot spot like I did on Friday.

Re: Broadband down since Friday AM

Baldrick1 — Sun, 18 Sep 2022 13:05:19 GMT

@Rach1988 Welcome to the Community forum.

This web site can give you a good indication of whether you have a local problem that's affecting others. https://status.zen.co.uk/broadband/

Which service are you on? Which hub have you got, see https://www.plus.net/help/broadband/router-information/?

What lights have you got on your hub?

Presumably from your post you reported it and been given a ticket number? You can report a fault using your mobile. See https://www.plus.net/help/report-a-problem/

Re: Broadband down since Friday AM

Rach1988 — Sun, 18 Sep 2022 13:44:56 GMT

According to that website there is no fault in my area.
I have the Plusnet Hub Zero and its Unlimited Broadband.
The broadband light is constantly flashing green.

I have raised it yes, they mentioned I should try a new router however its not clear if that is being sent to me or not.
I assume they will be incredibly busy due to the amount of people with the same problem since Friday

Re: Broadband down since Friday AM

Baldrick1 — Sun, 18 Sep 2022 14:03:46 GMT

@Rach1988

Have you tried resetting the hub by pushing a paperclip in the reset hole in the back? This is located next to where the mains comes. Do this with the mains on and keep the switch closed for at least 20 seconds.

If you get a new hub it will be a better Hub One.

Re: Broadband down since Friday AM

Rach1988 — Sun, 18 Sep 2022 14:14:02 GMT

Yes, I have tried resetting the router various times with no luck unfortunately.

Re: Broadband down since Friday AM

TheMightyAJ — Wed, 21 Sep 2022 07:50:13 GMT

Hey @Rach1988,

I'm very sorry to hear about the issues you've been experiencing with the connection recently. I've had a look at your account this morning and I can see that you've since spoken to our Tech Support Team, who arranged an engineer visit to investigate further. If you continue to experience issues after the visit, please let me know and I will be more than happy to investigate further.