topic Re: No internet connection in Broadband

No internet connection

Sueanne — Wed, 26 Mar 2025 20:56:20 GMT

Internet just disconnected as I was watching tv, all lights showing as should. Have done all the troubleshooting tips but still nothing. Only joined yesterday.

Re: No internet connection

jab1 — Wed, 26 Mar 2025 20:59:57 GMT

@Sueanne When you 'Internet just disconnected' what exactly do you mean? Are you on an FTTC or Full Fibre connection?

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:05:47 GMT

I just know that I have a plusnet hub 2, no phone line. And it just said no internet connection and won’t reconnect

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:09:21 GMT

Can you access your Hub2 ? Don't take this wrong - it is just so I and others know which questions to ask and how to ask them - but how 'technical' are you?

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:11:17 GMT

Plusnet hub 2 manager comes up on the screen when I try to connect and not that technical really

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:15:12 GMT

OK - what are you using to post at the moment - a phone or a tablet on data?

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:23:53 GMT

I’m using my phone on data

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:30:02 GMT

OK. Sorry, I'm going back to basics here - Is your Hub2 connected into your telephone maser socket? Exactly what troubleshooting have you done? Does the Hub manager look like this:

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:36:55 GMT

It’s in the master socket and it looks like that apart from it’s all pink

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:38:26 GMT

Turned off and on, factory reset also, checked all cables

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:38:43 GMT

Right, so we now know you are on an FTTC connection - good.

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:43:29 GMT

@Sueanne 'its all pink' - that sounds strange. 😕

What does it say in the first box on that screen?

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:45:44 GMT

Broadband status connected. But it is definitely not working

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:48:22 GMT

Again, sorry for asking so many questions, but if you have a laptop/computer and try using that, what happens?

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 21:52:38 GMT

Laptop says no internet access

Re: No internet connection

jab1 — Wed, 26 Mar 2025 21:59:39 GMT

But it has worked up until now? My suggestion for the moment is to report a fault as advised on this page: https://www.plus.net/help/report-a-problem/ , although you may not get an instant answer at this time of night - there are no Plusnet staff available.

Also, I'm logging off very soon, so won't be able to do much until tomorrow - but I will check in early tomorrow.

Re: No internet connection

Sueanne — Wed, 26 Mar 2025 22:00:27 GMT

Ok thanks anyway. Night.

Re: No internet connection

Sueanne — Thu, 27 Mar 2025 08:30:32 GMT

Hi just to let you know I’m now back online, they hadn’t changed the user name to mine, it was still on their setup user name. Thanks for taking time to try and help.

Re: No internet connection

jab1 — Thu, 27 Mar 2025 08:44:37 GMT

Thanks @Sueanne . Must admit, I was going to suggest checking the username next, but I'd shutdown before I thought of it.

Re: No internet connection

RealAleMadrid — Thu, 27 Mar 2025 09:14:04 GMT

@jab1 I have never used a Hub2 but isn't it supposed to load the username automatically from the Plusnet TR069 management platform? That needs to be checked.