Broadband problems and support not too great

[#1]

Hello

I’m somewhat aghast at the help I’m receiving from Plusnet regarding my mother’s broadband. Since Saturday it has been up and down, with nothing changed in my mother’s house. I’ve talked to support but find myself stuck in a stalemate: they will not help me without first being able to see the router, and by that I mean literally see it via a video link, not just log into its console.

Normally it would be sensible to give in and just click on whatever link they wanted to send to my mobile phone or webcam to do this, but the problem is it is at my mother’s house and she does not own a smartphone or webcam. I do at least live nearby, but with work I can only get there at weekends, and since support closes at 8:00, I suppose I will just have to wait until Saturday and hope they can help then.

I’ve assured support it is a router on the desk, with ethernet wires, phone cables, and flashing lights, but to no avail. I also explained to the agent that while it stays pingable locally, it will not connect to broadband at all once it goes down, then randomly comes back later before dropping out again. I also pointed out that the phone line itself works just fine. The agent did not seem to want to budge.

Any ideas? Is this now normal for Plusnet? Certainly back in the day they used to be really good, but this seems terrible.

Thanks in advance,

David

[#2]

@davidcam65 Welcome to the  forums. I actually find that a little strange, TBH. However,  nothing surprises me these days.

What service is your mother o, and which router does she have? Do you notice any difference in the colour of the lights when you have issues?

It maybe tomorrow when I pick up any reply, but answers to the above questions will help.

[#3]

Thanks for getting back to me. I believe it’s the Plusnet Hub One router, and she’s on the basic service (not full fibre).

The front LED is orange on boot, briefly green, then blue once PPPoE is up, and it flashes orange when it’s “on the fritz.” or trying to connect.

Thanks again - David

[#4]

@davidcam65 Thanks for that, but I suspect from your description of the router it is actually a Hub2.

If I am correct, and you want advice from the Community, sight of 'Technical  Log - Information' page, with the user name obscured, and the exported Event Log would help.