topic Re: Broadband down. Can't see how new router will help. in Broadband

Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 09:28:28 GMT

My broadband is down this morning. I spoke to an engineer and after some tests she said they will send a new router. My setup is as follows. From the primary phone socket the line is plugged into an Open Reach modem. That is connected by 9 metres of LAN cable to the WAN socket on my router.

On the modem display the DSL light is off, and the router is showing an orange light.

The engineer said their test showed that internet was "getting into the house", and that a new router would fix it. Doesn't the lack of a DSL light on the modem suggest that the fault is outside the house?

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 09:30:43 GMT

@bobw1943 Which router are you using?

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 09:33:08 GMT

Plusnet Hub 2

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 09:37:09 GMT

Then why are you using a separate modem - the Hub2 is a combined unit?

Re: Broadband down. Can't see how new router will help.

Townman — Wed, 16 Jul 2025 09:41:32 GMT

Plugging the Hub 2 directly into the master socket would rule out an issue with the BT modem.

If the issue is the BT modem, sending a new Hub 2 is not going to help in the slightest if the current set up is essential for getting connectivity at the current location of the Hub 2.

If the location of the Hub 2 is not critical, then ditching the BT Modem and using the router alone will simplify the set up.

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 09:41:47 GMT

The primary socket is on the front wall of the house and the router is in roughly the centre of the house for best coverage in all parts. It's been this way for years and has given no problems.

Re: Broadband down. Can't see how new router will help.

Townman — Wed, 16 Jul 2025 09:43:18 GMT

Is this FTTC or SOGEA?

If FTTC, then check the phone line for a dial tone with a lack of noise.

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 09:50:39 GMT

Not sure how to do that. I don't have landline or a non-mobile phone.

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 09:53:26 GMT

There are difficulties in relocating the router. My PC is connected by LAN and we have a Passiv Systems hub connected too.

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 09:54:45 GMT

In that case, as a test, plug the router direct into the master socket (dispense with the BT modem).

Re: Broadband down. Can't see how new router will help.

Townman — Wed, 16 Jul 2025 09:58:17 GMT

Unless you are on SoGEA you do have a landline ... you might not however have a very useful telephone handset with which simple but highly effective self diagnostics can be conducted. Might you borrow one?

In the meantime ... @Marsh / @LexLex2020 / @Windings / @Tina11192 ... can one of you review this please? I cannot fathom how with a modem showing no xDSL can be assessed as "the signal is getting to your home".

If there is no sync on the line, one would hope that extensive line tests were ran: I recall a recent case on FTTC where the broadband tests did not find a line fault ... phoned by the voice circuit tests.

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 10:12:30 GMT

I have connected the router to the primary socket and it is flashing orange. A factory reset had no effect.

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 10:16:42 GMT

I have connected the router to the primary socket and it is flashing orange.

@Townman No sync?

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 10:25:43 GMT

When I try to connect to Plusnet on another device I get a message saying. "Your hub has detected a problem with your internet connection

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 10:29:03 GMT

@bobw1943 Yep, probably because you haven't got one.

Re: Broadband down. Can't see how new router will help.

Townman — Wed, 16 Jul 2025 10:39:01 GMT

@jab1 wrote:

I have connected the router to the primary socket and it is flashing orange.

@Townman No sync?

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.

Yup! Just like the BT Modem reported no xDSL signal.

Self help diagnostics with a simple thing as a telephone handset can save hours or days of stand off arising from not being able to listen to the line ...

Try running the Broadband fault bot - see the link below - just need a mobile phone to send a text ...

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 10:37:03 GMT

It was after seeing that same message on my tablet this morning that I had the conversation with the engineer.

I just tried an older router but no joy. I can't see beyond the lack of aDSL light on the modem. I don't have access to a "land" phone.

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 10:49:40 GMT

@bobw1943 Double/triple check all your cables are fully seated and not damaged in any way. If they are, then, IMVHO, this is an external problem which needs PN investigation, as intimated by @Townman above.

Re: Broadband down. Can't see how new router will help.

bobw1943 — Wed, 16 Jul 2025 11:01:48 GMT

Cables all appear fine, I've connected and reconnected. The router is back in it's usual spot and it is steady orange.

Re: Broadband down. Can't see how new router will help.

jab1 — Wed, 16 Jul 2025 11:05:21 GMT

Do you mean the BT modem is back in the mix, or have you left it out?