topic Re: Connected but no internet and no solution in Full Fibre

Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 13:11:50 GMT

I recently signed up for Plusnet full fibre for a house I just moved into in December.

The service worked up until Thursday 12th January when it suddenly lost connection.

After several phone calls trying to resolve issue and multiple reboots etc, Plusnet sent and engineer out. He left without solving the issue. Another engineer was sent out and he said he couldn't diagnose the issue as everything looked 'ok', but it just wouldn't connect to internet (blue light etc on). He recommended that I ask Plusnet for a new router.

This was sent out and I installed it yesterday - but I STILL have the exact same issue! I was on the phone to Plusnet yesterday for ages going through the usual resets etc. I explained to the girl that I had did all this before and nothing has solved the issue.

To be honest I just want the whole thing removed and I just want the old fashioned broadband (not full fibre). I desperately need service to enable me to work from home!

I asked the girl I spoke to yesterday to escalate it to her manager and I've asked them to get in touch asap. Nothing thus far.

Has anyone else experienced this and ultimately just couldn't get a connection?

Re: Connected but no internet and no solution

MisterW — Sat, 21 Jan 2023 13:36:06 GMT

If you check the broadband connection page on the router, does the username show your correct accountname @plusdsl.net or is it setup@plusdsl.net ?

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 14:31:40 GMT

Where about on hub manager would I find this information?
Thanks.

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 14:35:23 GMT

Found it - it's setup@plusdsl.net

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 14:43:13 GMT

Then alter it to your username and the password for your account.

Re: Connected but no internet and no solution

MisterW — Sat, 21 Jan 2023 14:50:17 GMT

@Irene70 as @jab1 says but you will need to click 'disconnect' before it will allow you to change it. Once changed, click 'connect'

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 14:55:18 GMT

@MisterW Forgot the need to disconnect - a while since I saw this question.

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 15:21:38 GMT

So will this be the username i set up with Plusnet?
And the password they ask for when I call?

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 15:26:45 GMT

Yes to both - your username in the format of 'username@plusdsl.net' and password associated with it.

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 16:00:33 GMT

Tried this but still no joy unfortunately 😞

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 16:04:37 GMT

@Irene70 Another thing to try then - push the end of a paper-clip or similar into the reset hole on the Hub and hold it closed for ~ 30 seconds or until the light turns green, release and let the Hub reset, usually takes around 5 minutes.

Re: Connected but no internet and no solution

MisterW — Sat, 21 Jan 2023 16:05:44 GMT

but what colour was the light now ?

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 16:39:31 GMT

I've done this several times to no avail.

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 16:40:48 GMT

Blue. It's been blue along. Connected (no internet).

Very frustrating.

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 16:46:59 GMT

@MisterW IF the connection is up, does that not suggest something wrong with the users setup, somewhere?

@Irene70 Are you able to post a screenshot of your 'Technical Log' - as in the picture below?

Re: Connected but no internet and no solution

MisterW — Sat, 21 Jan 2023 16:55:40 GMT

the connection is up, does that not suggest something wrong with the users setup,

@jab1 it would

@Irene70 as John suggests, a view of the technical log may be useful

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 17:19:13 GMT

I'll try and upload a pic.

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 17:19:49 GMT

Another thought - relating to the users set-up - I wonder if it is set to 'public' rather than 'home' on the PC. It's a long time since I have used a windows Pc, but I seem to recall I had a similar problem years back, and checking/correcting this sorted it.

No idea now how you get to the relevant page, but it is just a thought.

Re: Connected but no internet and no solution

Irene70 — Sat, 21 Jan 2023 22:17:35 GMT

Moderator's note by Mike (Mav): Personal information in attachments removed from a public forum.

Hope this is helpful.

Re: Connected but no internet and no solution

jab1 — Sat, 21 Jan 2023 17:35:47 GMT

@Irene70 your screenshot 2 has me a little worried, but I'm no expert on the Full Fibre product - @MisterW knows more.

Is it possible to upload your 'broadband' page, as below?