Broadband down. Can't see how new router will help.

[#1]

My broadband is down this morning. I spoke to an engineer and after some tests she said they will send a new router. My setup is as follows. From the primary phone socket the line is plugged into an Open Reach modem. That is connected by 9 metres of LAN cable to the WAN socket on my router.

On the modem display the DSL light is off, and the router is showing an orange light.

The engineer said their test showed that internet was "getting into the house", and that a new router would fix it. Doesn't the lack of a DSL light on the modem suggest that the fault is outside the house?

[#2]

@bobw1943 Which router are you using?

[#3]

Plusnet Hub 2

[#4]

Then why are you using a separate modem - the Hub2 is a combined unit? 

[#5]

Plugging the Hub 2 directly into the master socket would rule out an issue with the BT modem.

If the issue is the BT modem, sending a new Hub 2 is not going to help in the slightest if the current set up is essential for getting connectivity at the current location of the Hub 2.

If the location of the Hub 2 is not critical, then ditching the BT Modem and using the router alone will simplify the set up.

[#6]

The primary socket is on the front wall of the house and the router is in roughly the centre of the house for best coverage in all parts. It's been this way for years and has given no problems.

[#7]

Is this FTTC or SOGEA?

If FTTC, then check the phone line for a dial tone with a lack of noise.

[#8]

Not sure how to do that. I don't have landline or a non-mobile phone.

[#9]

There are difficulties in relocating the router. My PC is connected by LAN and we have a Passiv Systems hub connected too.

[#10]

In that case, as a test, plug the router direct into the master socket (dispense with the BT modem).

[#11]

Unless you are on SoGEA you do have a landline ... you might not however have a very useful telephone handset with which simple but highly effective self diagnostics can be conducted.  Might you borrow one?

In the meantime ... @Marsh / @LexLex2020 / @Windings / @Tina11192 ... can one of you review this please?  I cannot fathom how with a modem showing no xDSL can be assessed as "the signal is getting to your home".

If there is no sync on the line, one would hope that extensive line tests were ran: I recall a recent case on FTTC where the broadband tests did not find a line fault ... phoned by the voice circuit tests.

[#12]

I have connected the router to the primary socket and it is flashing orange. A factory reset had no effect.

[#13]

I have connected the router to the primary socket and it is flashing orange.

@Townman  No sync?

[#14]

I have connected the router to the primary socket and it is flashing orange.

@Townman  No sync?

[#15]

When I try to connect to Plusnet on another device I get a message saying. "Your hub has detected a problem with your internet connection

[#16]

@bobw1943 Yep, probably because you haven't got one.