topic Re: My router has broken in Full Fibre

My router has broken

JulieD42 — Sat, 07 Dec 2024 20:47:09 GMT

Tonight my router went onto a solid orange light. Plusnet said line tests fine. We’ve been through troubleshooting with them, changed cables, reset router but no joy. I asked for a new router but they declined. Can I buy a third party router to try? Can anyone suggest one please? Do I need to try a new wan cable, what do I buy?

We have the fast 500 broadband.

We can’t get an engineer out until Thursday so it’s a nightmare as my husband works at home.

Re: My router has broken

Smith7 — Sat, 07 Dec 2024 21:08:25 GMT

@JulieD42 wrote:

We can’t get an engineer out until Thursday so it’s a nightmare as my husband works at home.

We have our broadband EE and a problem

As it was over Christmas/New year so they could not out until the New Year and as she was working from home they added 100 GB to her mobile phone so she could use the hotspot

Who's your mobile phones with could you get extra GB's and do that until a repair is done

Just a thought

Re: My router has broken

jab1 — Sat, 07 Dec 2024 21:12:58 GMT

@JulieD42 To check if it is a router fault or something else, try a direct PPOE connection. The below link is from TP-Link, but is standard for all routers

https://www.tp-link.com/uk/support/faq/921/

Re: My router has broken

JulieD42 — Sat, 07 Dec 2024 21:22:14 GMT

Thank you John. I only have my iPhone and iPad, can I check that way?

Re: My router has broken

JulieD42 — Sat, 07 Dec 2024 21:22:54 GMT

I will try this. I’m with Smarty, I’ll have a look at their prices for extra gb . Thank you.

Re: My router has broken

Smith7 — Sat, 07 Dec 2024 21:56:45 GMT

Smarty do a U/L data pass add on for 7 days for only £10 inc VAT what looks very good I think

Hope you get sorted

Re: My router has broken

JulieD42 — Sun, 08 Dec 2024 07:41:33 GMT

Thank you. I’ve bought it. I’m just not sure it’s going to help my husband work from his office in the garden.

Re: My router has broken

Baldrick1 — Sun, 08 Dec 2024 08:48:42 GMT

@JulieD42

Unfortunately, when you joined Plusnet you agreed to this contract condition:

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

Whilst Plusnet might choose to turn a blind eye to full time home working, using it for such will not get you priority service.

As you are on Full Fibre, what are the lights on the ONT indicating?

Re: My router has broken

MatthewWheeler — Sun, 08 Dec 2024 09:16:27 GMT

Sorry to hear this @JulieD42

Our tests suggest the issue lies with the connection between the router we sent you and the Openreach box (ONT) on your wall.

Can you confirm the status of the lights on the Openreach box as @Baldrick1 has mentioned above?

It might be worth doing a full factory reset using the pinhole on the back of the Plusnet router as well if you haven't already

Re: My router has broken

jab1 — Sun, 08 Dec 2024 09:26:01 GMT

@MatthewWheeler Wonder if it would help if the Ethernet cables connection is checked?

Re: My router has broken

Baldrick1 — Sun, 08 Dec 2024 09:43:16 GMT

Moderator's note:
Thread moved from My Router to Full Fibre

Re: My router has broken

MatthewWheeler — Sun, 08 Dec 2024 09:49:45 GMT

@jab1 It might help but generally as a rule of thumb if the Hub Two has a solid orange light on Full Fibre this means that it's detecting a connection between the ONT and itself.

Re: My router has broken

jab1 — Sun, 08 Dec 2024 09:57:20 GMT

Fair enough, @MatthewWheeler . My thoughts were just that maybe the connection wasn't solid enough - I recall when I was on ADSL that a loose connection between the router and the master socket was an issue for me, sorting that avoided having to call out OR

Another option, based on your tests, would be to try another cable?

Re: My router has broken

markhawkin — Sun, 08 Dec 2024 10:12:20 GMT

@JulieD42

My guess (and it's just that) is that a new router won't fix it but in answer to your question "can I buy a new router" I would go to Argos and buy a "TP-Link Archer AX12 Dual Band Wi-Fi 6 AX1500 Router" currently £50.

It's by no means the newest and greatest router but it would act as an alternative to the Plusnet issued device.

You will need to enter your Plusnet username and password (those you use at the "Member Centre" https://www.plus.net/member-centre/login not this forum).

A bit of help (fairly generic) on using your own router.

https://www.plus.net/help/broadband/broadband-connection-settings/

If it doesn't sort it Argos are good at taking stuff back.

Re: My router has broken

JulieD42 — Sun, 08 Dec 2024 10:18:12 GMT

Thank you, I’ll try that. In terms of the cable. It hues from the lan port on outreach box to wan port on router. Each end of the cable is red. The lady at Plusnet suggested it was the wire so she had us try another cat 6 Ethernet cable but still the same issue. Should I buy another cable to try? If so which do do I need?

Thank you

Re: My router has broken

JulieD42 — Sun, 08 Dec 2024 10:20:01 GMT

Thank you. The lady at Plusnet said as the 3 lights were solid green on the outreach box she didn’t think that was an issue. She also had us try another cat cat 6 Ethernet cable that ran from the lan port on the outreach box to the wan port on the router, in place of the one we had, and it didn’t change anything. I’m just so confused what’s happened here. Plusnet say the line is fine, no issues so what can it be?

Re: My router has broken

JulieD42 — Sun, 08 Dec 2024 10:23:19 GMT

3 solid green lights on the open reach box on the wall. Plusnet over the phone had me take out the cable that ran from the lan port on the open reach box to wan socket on the router, and insert a cat 6 Ethernet cable, but I’d made no difference.

I also did a factory reset over the phone with Plusnet, twice.

Re: My router has broken

markhawkin — Sun, 08 Dec 2024 10:23:57 GMT

I don't think it's the cable and you have tried two.

If you have a device with a wired network connection try the cable between the device (laptop etc.) and the Plusnet router.

If the device sees the router page when you open a browser (try entering 192.168.1.254 if needed) then it looks like the cable is OK.

Re: My router has broken

JulieD42 — Sun, 08 Dec 2024 10:24:33 GMT

3 solid lights on the openresch box. I’m on full fibre 500

Re: My router has broken

Dan_the_Van — Sun, 08 Dec 2024 10:26:33 GMT

If it was me, I would be looking at the PPP event log of the Hub Two, this records the broadband user attempting to logon

The event log is found here

Change the Category to be PPP

You can either take a screen shot of the full page or export the file and attach the downloaded csv file

HTH