topic Re: Static IP 'lost' in Everything else

Static IP 'lost'

Peterworks — Sun, 02 Aug 2026 10:34:46 GMT

After rebooting my modem/router this morning I have lost my static IP address. It has been fine for the 2-1/2 year I have had it.

How can I get it back please ?

(support is hopeless - nearly 1 hour wait on the phone and no way to raise a ticket)

Re: Static IP 'lost'

jab1 — Sun, 02 Aug 2026 11:53:10 GMT

@Peterworks The agents answering the phones will most likely have no idea what you are talking about. Static IPs are no longer an option to acquire, and they have no training about them.

I can't recall which of the remaining old timers can sort this - maybe @Baldrick1 or @Townman / @MisterW have better memory's?

Re: Static IP 'lost'

ExForce9 — Sun, 02 Aug 2026 12:32:46 GMT

Hey @dave another lost static IP address to recover !.

Have you identified why this keeps happening ?, and is the broken process fixable ?

Re: Static IP 'lost'

Peterworks — Sun, 02 Aug 2026 13:03:55 GMT

If they can't fix it can I have my five pounds back ?

Re: Static IP 'lost'

jab1 — Sun, 02 Aug 2026 13:08:38 GMT

@Peterworks It is fixable - by he right people.

Re: Static IP 'lost'

MisterW — Sun, 02 Aug 2026 13:29:57 GMT

It should be fixable by support.

AIUI there is an 'Albert' process to refresh/reconfigure the static IP component.

However, It is strange for the static to just disappear unless there are other changes to the account!

@Peterworks has anything else changed e.g a re-contract ?

Re: Static IP 'lost'

jab1 — Sun, 02 Aug 2026 13:32:08 GMT

@MisterW I thought ALBERT was supposed to have the answer, too.

Re: Static IP 'lost'

Peterworks — Sun, 02 Aug 2026 13:45:14 GMT

@MisterW I have made no changes to the account and my contract runs till the end of the year.

Whether Plusnet in their wisdom have done 'something' I am not sure but looking at my account all seems to be the same.

Can you please advise where I can go from here ?

Re: Static IP 'lost'

ExForce9 — Sun, 02 Aug 2026 13:49:56 GMT

@Peterworks wrote:

Can you please advise where I can go from here ?

Wait for @dave to take a look, he is the expert on this issue.

Re: Static IP 'lost'

Peterworks — Sun, 02 Aug 2026 13:58:08 GMT

@ExForce9 Thank you - will do

Re: Static IP 'lost'

Townman — Sun, 02 Aug 2026 16:45:33 GMT

There are several scenarios which can bring about this experience…

Static IP address component gets “lost” associated with changes to the account - product change or house moved - fixable by refreshing the component on the account by support - there is an Albert guide for this
A stale PPP session has not shut down rendering the static IP address unavailable
A router previously associated with the account (and sold on?) has been reset and is working with the account credentials

Last two also require staff intervention but might not be cover by Albert advice.

If you can recall the static IP address try pinging it.

Re: Static IP 'lost'

Peterworks — Sun, 02 Aug 2026 16:53:53 GMT

Thanks @Townman

I have ping'd the static ip address and the requests timed out.

Point 1. No product change or house move.

Point 3. Have used the same router for many years - well before I obtained the static ip.

Re: Static IP 'lost'

Townman — Sun, 02 Aug 2026 17:09:54 GMT

There is some possibility that a billing issue / event could have caused this.

This needs to be taken up with support .., you’ve had a static IP address allocated … it’s not being picked up by a new PPP session can they please investigate. If the do not understand the scenario ask to request assistance / consult Albert. Do not engage with “we do not offer static IP addresses”.

That’s true only if you’ve not got one already.

Re: Static IP 'lost'

Dan_the_Van — Sun, 02 Aug 2026 17:26:19 GMT

The IP Address would need something ~~assigned~~ connected to it with ICMP enabled to respond to a ping.

This static address you have what does nslookup tell you? Your account name or something else?

Re: Static IP 'lost'

Peterworks — Mon, 03 Aug 2026 09:31:46 GMT

@Dan_the_Van nslookup shows my static ip address has been allocated to another user.

My current ip shows my account name.

Re: Static IP 'lost'

Dan_the_Van — Mon, 03 Aug 2026 10:02:57 GMT

@Peterworks

That's an unexpected result!

Was at some point your Hub not logged in as you?

Is the apparent correction of IP address an issue?

Edit: The option to add/check the Static IP was found in Add-Ons in the members centre, but that has now been taken away.

Re: Static IP 'lost'

Peterworks — Mon, 03 Aug 2026 10:09:15 GMT

@Dan_the_Van

My hub has always been logged in as me.

Yes the loss of the static IP is an issue.

Re: Static IP 'lost'

Peterworks — Mon, 03 Aug 2026 10:36:50 GMT

Update.

Contacted support and confusion reigned. It is being progressed to management !

Re: Static IP 'lost'

Dan_the_Van — Mon, 03 Aug 2026 10:39:07 GMT

@Peterworks

It is an unusual case.

@Leanne_T

Anything you can do to ensure the correct team is enganged?

Re: Static IP 'lost'

RealAleMadrid — Mon, 03 Aug 2026 10:59:09 GMT

@Peterworks If your current IP look up is showing your Username then it is a static IP, obviously a different one. RDNS for a dynamic address is "reversedIPaddress".dyn.plus.net