topic Re: No internet for 24hours. in My Order

No internet for 24hours.

Gobbolino — Sat, 10 Jun 2023 07:03:39 GMT

Activation of my broadband package has already been delayed several times. Yesterday Wi-Fi disappeared in the morning. No communication from Plus-net about what is going on. It should have been switched by midnight last night but still nothing this morning. It is a health issue for us because we have set up Alexa devices and smart plugs through the house to help my husband who has Parkinson’s with lights, medication reminders and communication between rooms. Devices don’t work without Wi Fi. I can’t find an easy way to get help. I’ve texted HELP as suggested but looks like they only work Monday to Friday. Getting desperate.
How can I get some action and response?

Re: No internet for 24hours.

jab1 — Sat, 10 Jun 2023 07:08:03 GMT

@Gobbolino Welcome to the forums. Do you mean you have moved from another ISP and you have lost connection through them?

Re: No internet for 24hours.

Gobbolino — Sat, 10 Jun 2023 07:20:07 GMT

I was with John Lewis who have discontinued their service via Plusnet. I thought it simplest to just go to Plusnet but it’s not been successful - yet!

Re: No internet for 24hours.

Baldrick1 — Sat, 10 Jun 2023 07:21:09 GMT

@Gobbolino

The text reporting service operates 7 days a week starting at 8:00 a.m. They then aim to respond in 30 minutes. See https://www.plus.net/help/report-a-problem/broadband/#broadband

It sounds that you have beat them to it.

Re: No internet for 24hours.

Gobbolino — Sat, 10 Jun 2023 07:36:34 GMT

Thank you. I’ll try them again. Bot says someone will call in 20 minutes.
Someone has just rung.
Thanks so much for guiding me on this.

Re: No internet for 24hours.

MisterW — Sat, 10 Jun 2023 07:42:07 GMT

@Gobbolino make sure for the future, that you've filled in the Additional Support Form linked here https://www.plus.net/help/legal/accessibility/?_ga=2.201034155.424901369.1686382763-79669738.1686382763

Re: No internet for 24hours.

Gobbolino — Sat, 10 Jun 2023 08:48:47 GMT

Fault not fixed!!!
Engineer rang said to hold while he manually switched whatever he needed to switch. Confirmed to me and then by text that internet services were back on. He sad I didn’t need to immediately install new router. Well internet is not back on and now I can’t get through to the help team as they’re too busy. Grrr. What a waste of time and good humour!!

Re: No internet for 24hours.

jab1 — Sat, 10 Jun 2023 08:50:50 GMT

@Gobbolino Which/who's router are you currently using?

Re: No internet for 24hours.

Gobbolino — Sat, 10 Jun 2023 10:37:15 GMT

Currently have John Lewis Plusnet router called Sagecom. Had it over 2 years with few problems.

Re: No internet for 24hours.

MisterW — Sat, 10 Jun 2023 10:49:19 GMT

@Gobbolino have you not been sent a Plusnet router ?#

If you're still using the John Lewis supplied router, then you will need to reconfigure it with your Plusnet accountname & password

Re: No internet for 24hours.

jab1 — Sat, 10 Jun 2023 11:03:23 GMT

@MisterW 'Engineer rang said to hold while he manually switched whatever he needed to switch. Confirmed to me and then by text that internet services were back on. He sad I didn’t need to immediately install new router.' suggests to me the OP has the Hub2 , which should be auto-configured for their PN account?

Re: No internet for 24hours.

Baldrick1 — Sat, 10 Jun 2023 11:14:19 GMT

@jab1

Even then it would need a reboot/factory reset. Not sure which.

Re: No internet for 24hours.

jab1 — Sat, 10 Jun 2023 11:23:42 GMT

True, @Baldrick1 , but pushing a pin into the reset hole is a lot easier than reconfiguring the JL kit.

Re: No internet for 24hours.

Baldrick1 — Sat, 10 Jun 2023 11:41:12 GMT

@Gobbolino

From your lack of response can we assume that you are now online, probably by changing your hub to a new Plusnet one?

If so keep your old JLB one as a spare, if you come back here with the model we can advise how to configure it to work on your new service.