topic Re: Red light on plusnet router - no internet access in Full Fibre

Red light on plusnet router - no internet access

ricey015 — Wed, 15 Sep 2021 17:22:59 GMT

Hello,
Today I came home to find my router has a red light on and the broadband symbol is flashing red too. I've tried all the obvious things such as disconnecting and resting through both buttons, but nothing seems to work. What is the problem? I'd like to return my internet to normal as soon as possible.

Thanks

Re: Red light on plusnet router - no internet access

agedgopher — Wed, 15 Sep 2021 17:41:44 GMT

Have you tried the phone line?

Plug in a, preferably corded phone and dial 17070 and select option 2. This is the quiet line test.

The system should state your home phone number and be silent except for the quiet line test announcements.

If the line is noisy or there is no dial tone report a phone fault.

Goood luck.

Re: Red light on plusnet router - no internet access

ricey015 — Wed, 15 Sep 2021 18:01:25 GMT

I don't have a phone line.

Re: Red light on plusnet router - no internet access

agedgopher — Wed, 15 Sep 2021 19:50:07 GMT

How does your broadband signal get to your home then?

Unless you have FTTP, then it arrives down the phone line.

Re: Red light on plusnet router - no internet access

adam945 — Thu, 16 Sep 2021 11:27:04 GMT

Hello @ricey015

Thanks a lot for reaching out and I'm really sorry to hear that you're having problems with your services.

I've just tested the line and have found a disconnection within the Openreach Network. I've raised this with Openreach, and we're hoping to have the matter resolved by 20/09/2021.

I've just created an open fault Ticket on the account, which you'll be able to both view and comment on for direct communication with our Tech Support Team.

Re: Red light on plusnet router - no internet access

ricey015 — Fri, 24 Sep 2021 16:47:15 GMT

A week later and I still have no internet connection and feel as though I have received poor customer service since. I will be expecting some form of refund as I search for an alternative internet provider.

Re: Red light on plusnet router - no internet access

jab1 — Fri, 24 Sep 2021 16:56:46 GMT

What lights are on your hub - colour and state? What does it say on the ticket @adam945 created for you?

You may have hefty cancellation fees to pay if you decide to move.

Re: Red light on plusnet router - no internet access

ricey015 — Fri, 24 Sep 2021 17:18:11 GMT

There is a red bar light and a flashing broadband light. He said there was a fault on the line with Opennet, but since then I have received two updates to say these faults have been fixed. I have later been told that the faults still remain.

True, but you shouldn't accept a poor service.

Re: Red light on plusnet router - no internet access

jab1 — Fri, 24 Sep 2021 17:21:20 GMT

Then there is still an ongoing BT/OR issue which needs to be fixed and would follow you to any other ISP using the BT network/infrastructure.

Re: Red light on plusnet router - no internet access

TheMightyAJ — Fri, 24 Sep 2021 20:42:33 GMT

Hi @ricey015,

I'm really sorry to hear this hasn't been resolved yet. I can see that our Faults Team reviewed the case earlier this evening and that they've advised an update will be available from our suppliers following the 28th of September. Should you have any further queries or issues that you'd like to raise with us then please don't hesitate to get back in touch and we'll be happy to help wherever we can.