topic Re: Broadband not connecting in Broadband

Broadband not connecting

squirrelfantasy — Sat, 01 Nov 2025 09:29:42 GMT

Our internet randomly dropped out yesterday about 4pm. I did the diagnostic bot SMS message thing ...

"We've tested your service and found an issue in your local area. We're sorry for any inconvenience"

And then a bit later

"Hi, it's the Plusnet Diagnostics bot here.

We wanted to let you know that the fault you reported to us is now fixed.

Please turn your router off and on, and your service should be fully restored"

But this is not the case, multiple restarts and factory resets later. No internet. All ONT lights green but Plusnet hub 2 is solid orange.

Diagnostic log shows lots of PPP: Sending PADI requests but no responses

Any ideas? Got some very angry children and trying to explain life is possible without the internet 😭

Re: Broadband not connecting

squirrelfantasy — Sat, 01 Nov 2025 10:03:43 GMT

Support line confirmed it's widespread outage affecting chesterfield. They are currently arguing with BT openreach to get them to acknowledge a problem. Also acknowledged diagnostic bot giving misinformation about lines being ok.

Re: Broadband not connecting

jab1 — Sat, 01 Nov 2025 10:08:14 GMT

Deleted - above ^ reply posted just before I did.

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 12:17:01 GMT

Also in Chesterfield also in the same boat, last time we had a major outage like this it was about 6 months ago and turned out to be a weird issue with PNs network (they had to get a technical architect involved, so it clearly was weird) I wonder if Glasgow is affected too as they were on the part of PNs IP range and my router is suggesting the problems are DHCP rather than PPP/CHAP

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 12:21:07 GMT

Just to reply, it's not just PN users reporting issues. Sky users, BT users and Talk Talk users are also reporting issues on the Chesterfield subreddit

Re: Broadband not connecting

jab1 — Sat, 01 Nov 2025 12:26:24 GMT

@WookieBill IP ranges are highly unlikely to be a cause - they are allocated in batches to exchange areas.

Unfortunately, PN never fully explain a problem - I doubt first-line support are told no more than 'yes, we have a known issue' with no further information to impart to customers, who probably wouldn't understand, anyway.

Re: Broadband not connecting

Townman — Sat, 01 Nov 2025 12:54:07 GMT

@jab1

I thought that on the last occasion it was explained - BT had issued the same dynamic IP pool in two locations!

Re: Broadband not connecting

jab1 — Sat, 01 Nov 2025 13:06:30 GMT

Apologies, @Townman - that was a while back, and I've been somewhat distracted recently. 😉

Re: Broadband not connecting

squirrelfantasy — Sat, 01 Nov 2025 14:11:34 GMT

Pretty sure not related to DHCP as failing at first hurdle of establishing PPP link.

But good news it started working again 🙂

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 14:14:47 GMT

That's great news, I'm just in town at the mo looking at the international food market, but will give it a try when I get back.

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 16:33:54 GMT

Just got back home, I'm still down sadly

Re: Broadband not connecting

squirrelfantasy — Sat, 01 Nov 2025 17:09:16 GMT

Ours went down again too 😞

Re: Broadband not connecting

mb1rgw — Sat, 01 Nov 2025 17:46:24 GMT

Mine's been down over 24h now. It did come back for around 2 minutes last night, but nothing since.
BT have a message acknowledging the problem (https://www.bt.com/help/check-service-status) but no details.

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 18:34:08 GMT

Over on Facebook an (appaarent) ex opereach engineer is suggesting (from talking to his mates still working for them) that the issue is with several cards (from different manufactures) failing at the head end / exchange. Make of that what you will.

Re: Broadband not connecting

WookieBill — Sat, 01 Nov 2025 19:15:33 GMT

We just came back up a few minutes ago, hopefully that is the end to our issues, hope everyone is back now (and if not, soon)