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Broadband not working after taking new offer

Posts: 1
Registered: ‎08-09-2022

Broadband not working after taking new offer

Broadband running out in November so I took a new offer for another 18 months. Next day my broadband is either not working or only giving me 0.1mb download and upload.
Posts: 11,161
Thanks: 4,928
Fixes: 401
Registered: ‎30-06-2016

Re: Broadband not working after taking new offer

@Dykesjack  Welcome to the Community Forum.

The Plusnet accounting system is totally isolated from the Openreach broadband service. With an 18 month contract, statistcally 1 in 18 faults will occur within the month after you renew a contract, whilst 1 in about 550 will fail the next day. That's just maths, nothing more suspicious.

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Community Gaffer
Community Gaffer
Posts: 26,475
Thanks: 10,124
Fixes: 1,587
Registered: ‎21-04-2017

Re: Broadband not working after taking new offer

Hi there,

I'm really sorry to see you're having a lot of connection problems and apologies for the delayed staff response.

From what I can see your router's connecting to the internet using the wrong account username, which would likely be a contributing factor to the problem. Are you using the router we've sent you or have you acquired a different Plusnet router from elsewhere? Either way could you drop me a PM with the serial number of the router? 

I can then add it onto your account which may either fix the issue or at least provide us with a clearer view of things. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi