topic Re: Plusnet want to change my static IP Address in Everything else

Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 13:13:45 GMT

We are having some dropout issues and I have just been told by Plusnet that to resolve it, I need to downpower the router and turn it back on to take the fixed IP off. We will then be allocated a new fixed IP address. That is really inconvenient as we will have to both set up our CCTV for the new address and also, my wife will lose access to her company systems until her IT support set it up again for the new address. The CS Rep said he could not guarantee we would get the original address back but from what is being said here, that is incorrect. Can anyone from Plusnet actually confirm who is correct please?

Re: Static IP Address carry over on Upgrade?

jab1 — Wed, 25 Feb 2026 12:20:31 GMT

@RG58 What that agent told you is a total load of rubbish. If you are having 'dropout'' issues (can you elaborate?) they are likely to be BT/OR network related, and changing IP - which you can't do on a static - will not resolve them.

@James_B Do some agents need (re)-educating?

Re: Static IP Address carry over on Upgrade?

Dan_the_Van — Wed, 25 Feb 2026 13:29:05 GMT

@RG58

What are you meaning by "We are having some dropout issues" ?

WiFi/Wired device dropouts or your broadband connection drops out.

Some more information would help understand why this advice given makes sense as it currently does not.

Knowledge of the router you are using and your broadband product would also be useful.

Re: Plusnet want to change my static IP Address

Marsh — Wed, 25 Feb 2026 13:51:48 GMT

Heya @RG58, Yes, that is incorrect. The static IP is not the issue causing the dropouts it is something unrelated. What I will do is attempt to restore your static IP to its previous onee. However, this may take some time, as I will need to submit a request to our Networking team, which can take up to five days to receive a response. In the meantime, I will need to apply the static IP component back to your account, which will assign you a new one temporarily. Please note that if you do not reboot the router, the new IP address will not be applied.

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 15:04:42 GMT

Please do not do anything about my static IP address at the moment - please leave well alone.

My setup is as follows:

Plusnet FTTC – steady 70Mbps Download, 18Mbps upload.
BT Business Hub Router (paid for by Plusnet several years ago, as the hub 1 would not work with my Ring Doorbell system).
House extensively cabled with Cat 5E/Cat 5 Ethernet.
X4 Netgear 8 Port Unmanaged Switches.
X4 M9 Plus and M5 Deco Mesh units (3 of them connected via ethernet)

Last week, my wife reported that her internet was disconnecting a couple of times a day (for less than a minute or so) but knocking her out of her connection to her company's finance system. Plusnet told me there was no record of the Broadband disconnecting except when I swapped out the Router for a spare BT Business Hub that I keep for emergencies.

Checking the whole network, I suspect that this may be down to a network switch as the issue was only affecting parts of the system.

However, today, she shouted down from her office to say it had disconnected again, and looking at my PC, this time I could see mine was also down. I looked up at the router and it was showing a solid orange light. Within a few seconds, it turned blue and everything was back up and running fine.

I called Plusnet to ask if there was any obvious reason for this brief disconnection, and that is when I was given this story about turning off the router, powering back up and he would reinstate the fixed IP but not the same one. I declined that as my wife would lose too much time getting her company to reset the finance system to another fixed IP. Since 10:30 this morning, there have been zero further issues.

Re: Plusnet want to change my static IP Address

Marsh — Wed, 25 Feb 2026 15:24:32 GMT

@RG58 wrote:

Please do not do anything about my static IP address at the moment - please leave well alone.

Your Static IP was removed from the agent you spoke to. Just to clarify, you don't want me to get your static IP back, and you wish to stay on a dynamic one?

At the moment, I am trying to get your old IP back. Do you want me to leave it on dynamic

Re: Plusnet want to change my static IP Address

PhilipHeyes — Wed, 25 Feb 2026 15:32:17 GMT

Check this is not a telephone line noise issue causing the FTTC connection to drop out and re-sync.

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 15:48:59 GMT

Then a complaint is going to your CEO. I told the agent distinctly not to touch the fixed IP. I need it back IMMEDIATELY - and the same one.

Thankyou

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 16:22:02 GMT

I am not sure how I can check this. We no longer have a landline so can only assume Plusnet would need to check that. In the meantime, having learnt that they disabled my fixed IP this morning (even though I asked them not to), I am loath to do anything that will mean another disconnection, which would mean the fixed address either going away or changing (basically, I believe the original fixed address will remain until the router is rebooted or disconnects from the broadband)

Re: Plusnet want to change my static IP Address

jab1 — Wed, 25 Feb 2026 17:11:48 GMT

@RG58 Are you saying you still have your fixed IP? - if so, do not touch the router at all.

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 17:49:39 GMT

John,

That is the plan. Do not touch the router. Wait for Plusnet to confirm they have reinstated the original fixed address, and then it will be safe to reboot if necessary to fault-find my internal fault.

On that score, I have it down to either:

Router
One of two network switches, OR
The Cabling between the router and the second switch

As the fault is intermittent, we will leave any further fault-finding until the fixed IP issue is resolved.

Thanks

Re: Plusnet want to change my static IP Address

Dan_the_Van — Wed, 25 Feb 2026 18:15:52 GMT

@RG58

The BT hub should have a event log which records any DSL disconnects you may have had, the event log will likely be found in the Hubs Advanced Settings -->Technical log

I note you say you have rings camera system, are you still using it? Why do you think they need setting up again if your Public IP Address changes?

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 18:49:41 GMT

Dan,

The change of IP Address would not affect my Ring Doorbell system, but it does affect my IPhone app for remotely accessing my IP CCTV system. That would take time resetting the ip address across all cameras.

The main issue is that it would also adversely affect my wife's company's financial system. She works for a charity and every time our IP Address changes, she has to contact their outsourced IT company who then have to reset their systems to allow her access. That takes time and money.

As for the event log, I have found all 427 pages of it. I can see where the internet was disconnected at 10:30 this morning, but it gives no indication of why. It just states: ":Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)"

Interestingly, though, I thought my Default Gateway address was the same as the address I use to access the router menu. It is not. It is totally different. I use a standard 192.168.xxxx address to access the router. The default Gateway address is in the 195.165.xxx series (the same first 6 digits as my fixed IP but totally different after that). I am not sure if that is important.

Thanks

Re: Plusnet want to change my static IP Address

MisterW — Wed, 25 Feb 2026 18:58:14 GMT

That is not your LAN default gateway, it's the 'next hop' Plusnet gateway for your connection and the 195... address is correct

Re: Plusnet want to change my static IP Address

Dan_the_Van — Wed, 25 Feb 2026 19:30:08 GMT

@RG58

but it does affect my IPhone app for remotely accessing my IP CCTV system. That would take time resetting the ip address across all cameras

curious to know which CCTV system you are using that requires an IP address reset to each camera.

With regards to the event log, you should be able to search by category, PPP or maybe WAN might where to search, look for DSL down messages or export it attach here and I'll take a look tomorrow. There is no sensitive data in the event log.

plusnet Dynamic IP addresses are generally sticky, so you should retain the same Public IP address on a short disconnect, however extended disconnects you might be allocated new one.

Re: Plusnet want to change my static IP Address

RG58 — Wed, 25 Feb 2026 20:22:27 GMT

Dan,

I have a HiWatch NVR using HiWatch and Hikvision cameras, which I access using an app called Guarding Vision. It is the app that needs the IP address adding for each camera, but like I said, it is my wife who needs a fixed IP for her work.

I have attached the PPP event log.

Thanks

Re: Plusnet want to change my static IP Address

Dan_the_Van — Thu, 26 Feb 2026 08:33:43 GMT

@RG58

I was hoping for the complete event log not just the a single PPP event.

You speak about fixed IP address, is this at a device level or the broadband IP address (Public IP) you connect to the internet?

Do you still use the BT Hub as a router, I ask as you also have "X4 M9 Plus and M5 Deco Mesh units", how are these devices setup Router or Access Point mode.

The Deco Mesh default mode is as a router, with the BT Hub as a router you will have introduced double NAT which will not be helpful for your home network and could be causing some of your issues.

If you do have two routers back to back then I suggest you research the topic of Double NAT and work towards its removal.

Re: Plusnet want to change my static IP Address

RG58 — Thu, 26 Feb 2026 17:14:49 GMT

Dan,

The fixed address removed by Plusnet is my Public IP address.

My router is the BT Business Hub, and the Deco system is set to AP mode and has been working for years without a problem.

I have also attached a copy of the full log.

Thanks.

Re: Plusnet want to change my static IP Address

Dan_the_Van — Fri, 27 Feb 2026 09:23:23 GMT

@RG58

Thanks for the attached.

11:30:31, 25 Feb.,dsl:VDSL Link Down: duration was 487106 seconds

This tell me the DSL connection was up for 5 days $15$ hours $18$ minutes 2 $26$ seconds

Everything on your network seems to connect to one LAN port of the Hub eth1 which is likely to be LAN2.

Along with deco-M9Plus IP Address: 192.168.1.184 I can see other devices connecting to the same LAN port.
What concerns me is that this devices (deco-M9Plus) is making repeated DHCP request within seconds of the previous request, this is not normal.

17:01:13, 26 Feb.,eth1:[Device Connected] MAC Address:00:31:92:8e:a0:e1 Host Name: deco-M9Plus IP Address: 192.168.1.184, lease duration is 86400 seconds. 17:01:13, 26 Feb.,:DHCP Confirmation of Request 17:01:10, 26 Feb.,eth1:[Device Connected] MAC Address:00:31:92:8e:a0:e1 Host Name: deco-M9Plus IP Address: 192.168.1.184, lease duration is 86400 seconds. 17:01:10, 26 Feb.,:DHCP Confirmation of Request 17:00:58, 26 Feb.,eth1:[Device Connected] MAC Address:00:31:92:8e:a0:e1 Host Name: deco-M9Plus IP Address: 192.168.1.184, lease duration is 86400 seconds. 17:00:58, 26 Feb.,:DHCP Confirmation of Request

I would check the connection for the deco unit..

Re: Plusnet want to change my static IP Address

RG58 — Fri, 27 Feb 2026 17:32:01 GMT

Dan,

I have rebooted the affected DECO. It is the only one of my 4 that is not connected by Ethernet. I have attached a new log. Has that fixed it?