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Broadband not working

EllieH
Newbie
Posts: 3
Registered: Sunday

Broadband not working

Can anyone help, my neighbour has changed contract but still with Plusnet, no change in equipment. We cannot get it working, the internet light is green but flashing on and off as is the WiFi light. We have reset, tested the phone line etc. when we try to connect it says no internet connection. Any idea?
8 REPLIES 8
jab1
Legend
Posts: 19,313
Thanks: 6,359
Fixes: 290
Registered: ‎24-02-2012

Re: Broadband not working

@EllieH You say your neighbour 'has changed contract' - how have they changed?

Try resetting the Hub - push a paper clip or similar into the reset hole on the Hub until it goes steady green, release it and see what happens.

John
EllieH
Newbie
Posts: 3
Registered: Sunday

Re: Broadband not working

Thanks , we have already tried that but no joy sadly
jab1
Legend
Posts: 19,313
Thanks: 6,359
Fixes: 290
Registered: ‎24-02-2012

Re: Broadband not working

OK - sounds like your neighbour will have to contact Plusnet by phone, then.

What was the change of contract?

John
EllieH
Newbie
Posts: 3
Registered: Sunday

Re: Broadband not working

It was just a renewal in contract, so hers expired and she set up a new one.
jab1
Legend
Posts: 19,313
Thanks: 6,359
Fixes: 290
Registered: ‎24-02-2012

Re: Broadband not working

Do you mean that her fixed-term contract expired, so she negotiated another one? If so, that would have nothing to do with the current problem. If, however she has been disconnected because she cancelled her Direct Debit, or didn't pay for the service, then this would  lead to the need for a reconnection.

Either way, she needs to contact PN.

John
Baldrick1
Moderator
Moderator
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Registered: ‎30-06-2016

Re: Broadband not working


@EllieH wrote:
.... the internet light is green but flashing on and off as is the WiFi light.

This sounds like a dead Hub, which is failing to boot. As advised, contact Plusnet and ask for a replacement.

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

jab1
Legend
Posts: 19,313
Thanks: 6,359
Fixes: 290
Registered: ‎24-02-2012

Re: Broadband not working

Well spotted, @Baldrick1 - I didn't think of that, but in my defence, I'm not back to full 'working' order yet. 😀

John
Windings
Plusnet Help Team
Plusnet Help Team
Posts: 5
Thanks: 4
Registered: ‎18-11-2024

Re: Broadband not working

@EllieH Hi there, In this situation as your neighbour is having these problems, i would recommend she contact our tech team, this would be the quickest way to get this issue resolved. If your neighbour hasn't called yet, feel free to pop me a private message with a name and postcode and i can delegate a member of staff to take a quick look. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe Elliot
 Plusnet Help Team