topic Re: Dead internet connection in Broadband

Dead internet connection

saidalinneagoe — Sat, 27 Jun 2026 20:10:36 GMT

Fiber internet connection is down. Suddenly disconnected.

Re: Dead internet connection

jab1 — Sat, 27 Jun 2026 20:15:42 GMT

Full Fibre (FTTP), or Part Fibre (FTTC)?

What is the state of the Hub Light?

Use https://www.plus.net/help/report-a-problem/ to report the issue.

Re: Dead internet connection

saidalinneagoe — Sat, 27 Jun 2026 20:57:57 GMT

I did but the bot told me is all fine when I don't have internet. To get in touch with a plusnet technician is hardest thing I ever seen.

Re: Dead internet connection

saidalinneagoe — Sat, 27 Jun 2026 20:58:56 GMT

Part fibre I think

Re: Dead internet connection

jab1 — Sat, 27 Jun 2026 21:05:33 GMT

OK. I thought you might have been, but we need to check these days. What colour is your Hub light, and which one have you got - Hub1 or Hub2?

Sadly, the bot doesn't spot some faults, but there are some on here who can possibly help. Sorry for all the questions, but we need to need to know what we are dealing with.

Re: Dead internet connection

saidalinneagoe — Sun, 28 Jun 2026 02:35:00 GMT

It is hub 2 and got a red colour got master socket 5c. Just disconnect while it was connected. I was trying a different cable but didn't work.

Re: Dead internet connection

saidalinneagoe — Sun, 28 Jun 2026 05:05:51 GMT

Serial number:+108417+2305000808
Firmware version:v0.11.01.11071-PN
Firmware updated:11-Jun-2026
Board version:R01
GUI version:2.1 01_08_2025
DSL uptime:0 Days 2 Hrs 17 Mins
Data rate:16.995 Mbps / 67 Mbps
Maximum data rate:24.213 Mbps / 78.597 Mbps
Noise margin:9.6 / 9.0
Line attenuation:4.0 / 8.6
Signal attenuation:4.0 / 9.7
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:-
Broadband username:setup@plusdsl.net
2.4 GHz wireless network name:PLUSNET-35C98R
2.4 GHz wireless channel:Smart (Channel 11)
5 GHz wireless network name:PLUSNET-35C98R
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:84:90:0A:9F:C1:60
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017

Re: Dead internet connection

saidalinneagoe — Sun, 28 Jun 2026 05:13:01 GMT

This is a quick overview of your Plusnet Hub's status.

Connection status:

Connection type:

Fibre Broadband (VDSL)

Downstream sync speed:

67 Mbps

Upstream sync speed:

16.995 Mbps

Network uptime:

-

Broadband IP address:

Not Available

Default gateway:

Not Available

Primary DNS:

Not Available

Secondary DNS:

Not Available

System uptime:

0 Days 2 Hrs 26 Mins

Serial number:

+108417+2305000808

Firmware version:

v0.11.01.11071-PN
Firmware updated:

11-Jun-2026

Re: Dead internet connection

jab1 — Sun, 28 Jun 2026 06:29:58 GMT

@saidalinneagoe Thanks for that information. It appears, to me, that you have had a bit of a nightmare there.

I'm not going to say this will do anything useful, as you have a red light, but I note your username is showing as 'setup'. Try changing that to your real username <yourusername@plusdsl.net>, and input your account password in the password field.

Let us know the result.

Re: Dead internet connection

Dan_the_Van — Sun, 28 Jun 2026 07:01:41 GMT

@saidalinneagoe

For reference here are the Hub light meanings and suggested next steps

Red - means there is a problem somewhere, power cycle the Hub to see if that resolves the issue. If this doesn't work, use a paper clip to press your hub's factory reset button. Flashing orange light - Your hub is working but the broadband signal can’t be detected Check if the broadband cable (grey ends) is plugged in. If you're using a filter, check that's plugged in correctly too. Orange light - Your hub is receiving a broadband signal but isn't connected to the Internet Connect your computer or device to your hub. Open a new web browser window and follow the on-screen steps to get connected. If this doesn't work, use a paper clip to press your hub's factory reset button.

For the reset you press the button in until the Hubs light truns green.

Re: Dead internet connection

saidalinneagoe — Sun, 28 Jun 2026 14:41:49 GMT

I did change that username. I did at least 10 factory reset. It is the same.

Re: Dead internet connection

jab1 — Sun, 28 Jun 2026 14:56:54 GMT

Thanks for that information, @saidalinneagoe . Ifyou have done all that has been suggested, to no avail, the only remaining option is to actually call Customer Support and insist they carry out a manual check. There is something seriously wrong with your connection. I suggest you call as soon as possible.

Please keep ud informed of he response.

Re: Dead internet connection

Baldrick1 — Sun, 28 Jun 2026 15:09:22 GMT

@saidalinneagoe

If the light really is red and not orange then it is likely that there is a fault in the Hub. Somehow it appears to be in sync, hence Plusnet not detecting a fault, but the router section is not working.

Contact Plusnet and request a replacement.

Another thought, you are not still using an Openreach modem?

Re: Dead internet connection

jab1 — Sun, 28 Jun 2026 15:11:18 GMT

@Baldrick1 Thanks - that thought had not crossed my mind.