Dead internet connection

[#1]

Fiber internet connection is down. Suddenly disconnected.

[#2]

Full Fibre (FTTP), or Part Fibre (FTTC)?

What is the state of the Hub Light?

Use https://www.plus.net/help/report-a-problem/ to report the issue.

[#3]

I did but the bot told me is all fine when I don't have internet. To get in touch with a plusnet technician is hardest thing I ever seen.

[#4]

Part fibre I think

[#5]

OK. I thought you might have been, but we need to check these days. What colour is your Hub light, and which one have you got - Hub1 or Hub2?

Sadly, the bot doesn't spot some faults, but there are some on here who can possibly help. Sorry for all the questions, but we need to need to know what we are dealing with.

[#6]

It is hub 2 and got a red colour got master socket 5c. Just disconnect while it was connected. I was trying a different cable but didn't work.

[#7]

Serial number:+108417+2305000808
Firmware version:v0.11.01.11071-PN
Firmware updated:11-Jun-2026
Board version:R01
GUI version:2.1 01_08_2025
DSL uptime:0 Days 2 Hrs 17 Mins
Data rate:16.995 Mbps / 67 Mbps
Maximum data rate:24.213 Mbps / 78.597 Mbps
Noise margin:9.6 / 9.0
Line attenuation:4.0 / 8.6
Signal attenuation:4.0 / 9.7
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:-
Broadband username:[email protected]
2.4 GHz wireless network name:PLUSNET-35C98R
2.4 GHz wireless channel:Smart (Channel 11)
5 GHz wireless network name:PLUSNET-35C98R
5 GHz wireless channel:Smart (Channel 36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:84:90:0A:9F:C1:60
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017

[#8]

This is a quick overview of your Plusnet Hub's status.

Connection status:




Connection type:

Fibre Broadband (VDSL)

Downstream sync speed:

67 Mbps

Upstream sync speed:

16.995 Mbps

Network uptime:

-

Broadband IP address:

Not Available

Default gateway:

Not Available

Primary DNS:

Not Available

Secondary DNS:

Not Available

System uptime:

0 Days 2 Hrs 26 Mins

Serial number:

+108417+2305000808

Firmware version:

v0.11.01.11071-PN
Firmware updated:

11-Jun-2026

[#9]

@saidalinneagoe Thanks for that information. It appears, to me, that you have had a bit of a nightmare there.

I'm not going to say this will do anything useful, as you have a red light, but I note your username is showing as 'setup'. Try changing that to your real username <[email protected]>, and input your account password in the password field.

Let us know the result.

[#10]

@saidalinneagoe 

For reference here are the Hub light meanings and suggested next steps

Red - means there is a problem somewhere, power cycle the Hub to see if that resolves the issue. If this doesn't work, use a paper clip to press your hub's factory reset button.

Flashing orange light - Your hub is working but the broadband signal can’t be detected
Check if the broadband cable (grey ends) is plugged in. If you're using a filter, check that's plugged in correctly too.

Orange light - Your hub is receiving a broadband signal but isn't connected to the Internet
Connect your computer or device to your hub. Open a new web browser window and follow the on-screen steps to get connected. 
If this doesn't work, use a paper clip to press your hub's factory reset button.

For the reset you press the button in until the Hubs light truns green.

[#11]

I did change that username. I did at least 10 factory reset. It is the same.

[#12]

Thanks for that information, @saidalinneagoe . Ifyou have done all that has been suggested, to no avail, the only remaining option is to actually call Customer Support and insist they carry out a manual check. There is something seriously wrong with your connection. I suggest you call as soon as possible.

Please keep ud informed of he response.

[#13]

@saidalinneagoe 

If the light really is red and not orange then it is likely that there is a fault in the Hub. Somehow it appears to be in sync, hence Plusnet not detecting a fault, but the router section is not working.

Contact Plusnet and request a replacement.

Another thought, you are not still using an Openreach modem?

[#14]

@Baldrick1 Thanks - that thought had not crossed my mind.

[#15]

Now after many factory resets the light on the modem it is orange.