topic Re: Internet not working in Broadband

Internet not working

Steffyslingo — Sun, 26 Nov 2023 20:52:46 GMT

Hi there,
We've had plusnet for about a year now, our Internet has stopped working earlier today, we've tried the usual, turning of and on, factory resets, but the light remains solid orange and we are unable to get onto the hub to check any details.
If anyone has any other ideas I'm all ears!

Thanks steph.

Re: Internet not working

jab1 — Sun, 26 Nov 2023 20:58:24 GMT

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Internet not working

Steffyslingo — Sun, 26 Nov 2023 21:07:10 GMT

Hi John,
We don't have a phoneline, we have a broadband only package, does this mean I need to report a problem?

Thanks steph

Re: Internet not working

jab1 — Mon, 27 Nov 2023 07:03:15 GMT

Just use the second link and report a network problem then.

Re: Internet not working

James30 — Tue, 28 Nov 2023 13:18:14 GMT

@Steffyslingo - feel free to DM us your username and I'll run a test and sort it out.

Re: Internet not working

Mustrum — Tue, 28 Nov 2023 23:57:12 GMT

@James30 Another newbie who can’t yet PM.

Re: Internet not working

willcutforth — Wed, 29 Nov 2023 09:13:27 GMT

@Mustrum I popped a PM over to @Steffyslingo

Re: Internet not working

willcutforth — Fri, 01 Dec 2023 14:48:07 GMT

Just checking back with you to see if you need me to raise a fault for you?