topic Re: Broadband not connecting - will changing username make a difference? in Broadband

Permanent Orange Light on Router

Portoman — Mon, 02 Jan 2023 13:41:11 GMT

I woke up yesterday with a permanent orange light on my router. I've reset it, unplugged, factory reset etc but the same thing happens - flashes green, then blue line for 5 seconds, flashes orange, then to a permanent orange. It's never had a permanent orange light before. I've contacted PN and they said it could be an Open Reach issue, but is there anything else I can do from my end? Thanks

Re: Permanent Orange Light on Router

Townman — Mon, 02 Jan 2023 14:58:14 GMT

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a phone plugged into the test socket behind the face plate of the master socket (ideally this should be a corded phone). The line should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. You need to put your LANDLINE NUMBER after "PHONE".

Phone Faults

Re: Permanent Orange Light on Router

Portoman — Mon, 02 Jan 2023 22:17:13 GMT

Thanks but a) I don't have a phone and b) I'm not going to start messing around with the sockets - that's nothing to do with me. I'll wait and see if BT are able to do anything

Re: Permanent Orange Light on Router

Townman — Mon, 02 Jan 2023 22:36:24 GMT

Anything your side of the test socket is your domain. A phone handset is an essential diagnostic tool which generally shaves days (if not weeks) off the process of fault identification - especially with intermittent faults. Not having a cheap handset is a false economy.

Re: Permanent Orange Light on Router

Alex — Tue, 03 Jan 2023 01:16:44 GMT

You need to perform some more tests your side, as there is a chance your equipment which once worked has gone faulty. I am not saying it has, but it might have done.

Only way you can rule that out is performing some basic tests on a corded phone with just that connected to the master socket. Disconnect everything else.

A bit of messing around, but far easier to pick up a very basic cheapo corded phone and just have that connected to the master socket, than wait around all day for an engineer to come round and find a potential fault with your equipment (after the master socket) and paying a call out charge.

Broadband not connecting - will changing username make a difference?

Portoman — Tue, 03 Jan 2023 16:40:58 GMT

ivr no Idea why it's saying the username is now "setup@..." etc but will me changing it allow me to connect - that router light is orange.

Thanks

Moderator's Note

Topics merged to avoid confusion

Re: Broadband not connecting - will changing username make a difference?

jab1 — Tue, 03 Jan 2023 14:28:49 GMT

@Portoman No harm in trying it.

Re: Broadband not connecting - will changing username make a difference?

Townman — Tue, 03 Jan 2023 14:46:30 GMT

You already have a topic here - https://community.plus.net/t5/Broadband/Permanent-Orange-Light-on-Router/m-p/1903831#M353766 - on your issue, where you have declined the offered advice. There is no point you doing anything until you have verified that you have dial tone.

@Mav / @Baldrick1 can you please merge the topics?

Re: Broadband not connecting - will changing username make a difference?

Townman — Tue, 03 Jan 2023 16:55:59 GMT

What have you done to move this forward?

Have you sought to borrow a telephone handset to see if there is a dial tone?

Have you raised either a phone line or broadband error report using the automated services? (See the links below)

Have you contacted Plusnet support?

Do you have a BT Openreach engineer visit scheduled?

Static orange light - which router Hub Two or Hub One? If Hub One - which light, the power light or the broadband light?

Check you router lights

Your router lights can tell you a great deal about what is happening when things are not as they should be. The colour of the lights and their state will tell you all you need to know ... if only you could find the help sheet which came with the router. That information can also be found in the depths of the on-line help & support guides. The following links make the material easier to find.

Have you tried a factory reset of the router?

Have you looked at the router admin page to see if there is a sync speed, if there is, please post your router stats.

Certainly not having the right account detail is not going to help, but the question is how did it get into that state ... can you see if there has been a recent update to the firmware?

Re: Broadband not connecting - will changing username make a difference?

Portoman — Tue, 03 Jan 2023 19:48:21 GMT

Oh yes it was reported on New Year's Day - been.through the run through over the phone, unplugged, on/off, resets etc.

I think I've got Hub One - it's the broadband light that's orange

No contact from Open Reach so far but the guy I spoke to on Sunday said he'd call me tomorrow to find out if anything was happening. If he doesn't, I'll call them. Unfortunately there's a new post from someone titled "Outstanding Compensation" (I think), which fills me with low expectations.

Re: Broadband not connecting - will changing username make a difference?

Townman — Tue, 03 Jan 2023 22:45:04 GMT

Have you got a clean dial tone?
Have you done a factory reset of the router?

Re: Broadband not connecting - will changing username make a difference?

willcutforth — Wed, 04 Jan 2023 11:33:14 GMT

@Portoman I can see you have an appointment booked for tomorrow, do you need me to do anything else at the min?

Re: Broadband not connecting - will changing username make a difference?

Portoman — Wed, 04 Jan 2023 12:26:05 GMT

Not at the moment Will thanks. Let's hope the guy turns up tomorrow.

Re: Broadband not connecting - will changing username make a difference?

Portoman — Thu, 05 Jan 2023 10:56:00 GMT

Yes to both

Re: Broadband not connecting - will changing username make a difference?

Portoman — Thu, 05 Jan 2023 10:59:07 GMT

Update : Open Reach came and had a look, but apparently it all looks okay from their end, which is more frustrating as it means there's not much they can do. Plusnet are going to send me a new router, though they are not convinced this is what the problem is. Apparently the signal strength is "excellent" but the broadband light remains bright orange.

Re: Broadband not connecting - will changing username make a difference?

Townman — Thu, 05 Jan 2023 11:09:15 GMT

Did you attempt to set the account name in the router manually?

What does the router log report in the TECHNICAL LOG (advanced settings) during the attempt to connect sequence?