topic Re: fibre system down for 2 days in Full Fibre

fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 12:04:02 GMT

north wales

how long

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 12:06:35 GMT

@jetsetjim Have you reported the issue to Plusnet?

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 13:04:02 GMT

no....there system says no issues

i have crnic astma..initiating phone calls is a big issue

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 13:08:51 GMT

OK. I appreciate phone calls could be a problem in your case so - how technically minded are you? We may need to go down an online route to sort this, but it does mean following instructions fairly closely.

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 13:18:41 GMT

fairly basic...73 yrs

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 13:21:21 GMT

OK - 7 years older than me, but I've spent a long time in IT/computers. Let me get my dinner, then I'll see what I can do.

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 13:27:26 GMT

tks.....got online thru my sons. iphone

Re: fibre system down for 2 days

bmc — Sat, 01 Jan 2022 13:34:58 GMT

@Gandalf (staff) is showing as on-line so he might pick this up if you're lucky.

Brian

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 13:36:58 GMT

He might - but if he is the only HT staff on here, he may be busy.

@jetsetjim I'll get to you in a little while.

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 13:40:23 GMT

i have bt home hub 5 modem...have fully resored....yellow light...red B syble !!

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 13:51:55 GMT

OK, @jetsetjim You say you have fully reset - how? Also, although from your description it sounds like it isn't a land-line issue, can you dial 17070 on the phone and select option 2? No need to talk - just listen. After the confirmation of your phone number, there should be NO sound on the line other than the regular 'Quiet Line Test' announcement - if there is any other sound, report a PHONE fault first.

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 14:09:16 GMT

reset small button on back of modem

Re: fibre system down for 2 days

Townman — Sat, 01 Jan 2022 14:20:47 GMT

I think you have stated that this is not a Plusnet router? Having reset the router by pressing the button on the back of the router, have you then reconfigured your user details in the router? Without you setting up your Plusnet account details in the router, it is not going to connect to the the Plusnet service.

You need to address this in a structured manner as is being lead by @jab1

First check that the phone line is good. If the router cannot establish a stable link to the exchange (blue light) then nothing else is worth looking at.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

Phone Faults

Second if you have established sync, but no internet connectivity, then it is likely that the router is not logging into your Plusnet account.

At the moment, your issues are somewhat looking like they are in the user's space to manage. Do you have a router which was supplied by Plusnet?

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 14:18:52 GMT

Is your son still there, and does he have any more knowledge? I'm only asking as there is no Help Team staff around at the moment so it looks like Community member only help.

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 14:29:13 GMT

tried 192.168.1.254...........but unable to connect

Re: fibre system down for 2 days

jetsetjim — Sat, 01 Jan 2022 14:32:28 GMT

have performed quite line check...all ok

was woking all ok upto 2 days ago

only thing i have done is reset my ipad

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 14:34:49 GMT

In that case, @jetsetjim , providing that is the BT hub 5's IP address - and I don't know - then as @Townman has suggested, the issue is somewhere within your home environment, quite possibly something to do with the hub.

Re: fibre system down for 2 days

Townman — Sat, 01 Jan 2022 14:35:36 GMT

Do you only have an iPad?

Are you sure it has connected to WiFi?

What details do you see if you click the i (info) symbol on the iPad network details?

Re: fibre system down for 2 days

Townman — Sat, 01 Jan 2022 14:38:12 GMT

... thinking about it ... how are you posting here?

Re: fibre system down for 2 days

jab1 — Sat, 01 Jan 2022 14:39:27 GMT

@Townman Earlier, the OP stated 'via my sons phone'.