topic Re: No broadband connection in Full Fibre

No broadband connection

jan — Tue, 14 Nov 2023 07:14:49 GMT

I woke up this morning and have no broadband connection. The hub two showed a page with troubleshoot button on it. When I click on that I end up with this... see attached image

I can login to the hub two router but it just says disconnected & offers no tools for reconnection or diagnosis.

Just adding some extra detail. We're on a full fibre connection to a hub two which has been fine for 6 months. On the status page it says No service, rather than disconnected.

Re: No broadband connection

RealAleMadrid — Tue, 14 Nov 2023 07:44:18 GMT

@jan A bit more information would help, what are the indicator LEDs on the Openreach ONT showing? It sounds like you have lost the incoming fibre connection. So nothing to do with the router.

Re: No broadband connection

jan — Tue, 14 Nov 2023 07:52:09 GMT

There are three solid green lights on the ONT

Power PON & LAN are solid green LOS is unlit

Re: No broadband connection

RealAleMadrid — Tue, 14 Nov 2023 08:08:08 GMT

@jan So the ONT is connected and lights are normal, not much you can do apart from rebooting the router, if you haven't tried that already. If that doesn't help you will have to contact Plusnet support.

Re: No broadband connection

ClaudiaG23 — Tue, 14 Nov 2023 08:53:38 GMT

Hi @jan I can see you've spoken with one of our Technical Advisor's this morning and an engineer is booked to visit your property tomorrow between 8am and 1pm.

Re: No broadband connection

dvorak — Tue, 14 Nov 2023 09:21:35 GMT

Moderators Note

This topic has been moved from Broadband to Full Fibre

Re: No broadband connection

jan — Wed, 15 Nov 2023 07:42:18 GMT

When I got up this morning service had resumed sometime overnight.After re-applying my personal config to the router (after factory reset yesterday) everything is working again.

I cancelled the engineer over SMS.

Thanks.

Re: No broadband connection

RealAleMadrid — Wed, 15 Nov 2023 08:55:35 GMT

@jan Good that it's working but rather worrying that it happened, you certainly don't want it happening again. I wonder if Plusnet can give any explanation for the problem.🤔

Re: No broadband connection

willcutforth — Wed, 15 Nov 2023 12:35:27 GMT

There is an issue in the are by the looks of it @jan and the fault is still open but doesn't need an appointment. That's as much as I can give at the moment unfortunately.