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Loss of internet from ~1am

FIXED
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Hooked
Posts: 5
Fixes: 1
Registered: ‎08-11-2016

Loss of internet from ~1am

Post code area: KT18

Downdetector is showing nationwide problems with broadband from both PlusNet & BT - is there scheduled maintenance?

Zen networks is reporting major maintenance is taking place between midnight and 6am.

Can we get advanced notification of any BT down time / service status updates posted so we can be aware of any faults.
12 REPLIES 12
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Hooked
Posts: 5
Fixes: 1
Registered: ‎08-11-2016

Re: Loss of internet from ~1am

Plusnet down detector status:
https://downdetector.co.uk/status/plusnet/map/

Zen networks service status pages:
https://status.zen.co.uk/broadband/
- shows major by maintenance going on.

BT service status:
https://downdetector.co.uk/status/bt-british-telecom/
- showing lots of faults.
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Hooked
Posts: 5
Fixes: 1
Registered: ‎08-11-2016

Re: Loss of internet from ~1am

Fix
Okay now it’s back up - would love Plusnet have better information like Zen networks does for their customers and used to in the past.

Please don’t tell us everything is green all the time and there are no incidents - we don’t believe it !
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Seasoned Hero
Posts: 5,134
Thanks: 2,272
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Registered: ‎30-06-2016

Re: Loss of internet from ~1am

@dan007 

I fear that if you want the Zen level of support then you have to be prepared to pay the Zen level of price for the service. In which case it makes sense to move away from the budget end of the ISP market.

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Hooked
Posts: 5
Thanks: 1
Registered: ‎11-04-2020

Re: Loss of internet from ~1am

Still down here 😞
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Plusnet Help Team
Plusnet Help Team
Posts: 46
Thanks: 10
Fixes: 1
Registered: ‎09-03-2020

Re: Loss of internet from ~1am

Hi dan007,

 

Thank you for your message, and I am sorry to note the inconvenience.

 

So that I may assist you further, please private message me your account username.

 

Best Wishes

- Ken

 Ken Bryant
 Plusnet Help Team
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Plusnet Help Team
Plusnet Help Team
Posts: 46
Thanks: 10
Fixes: 1
Registered: ‎09-03-2020

Re: Loss of internet from ~1am

Hi mrjabush,

 

Thank you for your message, and I am sorry to note the inconvenience.

 

So that I may assist you further, please private message me your account username.

 

Best Wishes

- Ken

 Ken Bryant
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎15-05-2020

Re: Loss of internet from ~1am

Hi Ken,

Can you please advise as to how long the outage is going to be?

I live at se6 and have had no internet since around 1am on Thursday morning.

Thank you.

Moderator's note by Dick (Strat): Personal information edited from a public forum.

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Plusnet Help Team
Plusnet Help Team
Posts: 349
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Loss of internet from ~1am

@a-f There is no issue with your broadband, your router has forgotten your log in details.

1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254

If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Broadband.'

4) You will see some default options, if not, please press 'Disconnect' on the right and this will allow you to change the Username and Password.

5) For your username, this should be your account username and should be in the following format: username@plusdsl.net
Your password is your account password

6) Press 'Connect' and you should be online.

 Noor
 Plusnet Help Team
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Newbie
Posts: 4
Registered: ‎15-05-2020

Re: Loss of internet from ~1am

I had been doing that multiple times almost hourly for the past day and a half with zero success. Today I used the link you provided which eventually took me to the same place but this time it seemed to have changed something and the light on the router now is blue but i still have no internet. Basically my computer says connected, but I can not access anything on the internet. The same thing happens on my phone. 
This is very frustrating. 

Is there anything else I can try?

(I have restarted the router and my devices multiple times)

Thank you.

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Plusnet Help Team
Plusnet Help Team
Posts: 349
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Loss of internet from ~1am

@a-f Thanks for your time on the phone, that factory reset should do it Smiley If you see it doesn't work, just reply here so we can pick it back up. - Noor

 Noor
 Plusnet Help Team
Newbie
Posts: 4
Registered: ‎15-05-2020

Re: Loss of internet from ~1am

Thank you very much for your call and fixing the issue, it has now been resolved.

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Plusnet Help Team
Plusnet Help Team
Posts: 349
Thanks: 40
Fixes: 21
Registered: ‎30-03-2020

Re: Loss of internet from ~1am

@a-f Amazing! Have a great shift at work and stay safe Smiley

 Noor
 Plusnet Help Team