Dead internet connection

[#1]

Interesting, @saidalinneagoe . Can you give us the current state of your router - i.e. repeat the details you gave us in posts #7 and #8?

[#2]

Product code:Plusnet Hub Two
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 0 Hrs 57 Mins
Data rate:16.995 Mbps / 67 Mbps
Maximum data rate:23.919 Mbps / 78.208 Mbps
Noise margin:9.7 / 8.9
Line attenuation:4.0 / 8.8
Signal attenuation:4.0 / 9.8
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 1)
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

[#3]

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 1 Hr 0 Mins

Serial number:

+108417+2305000808

Firmware version:

v0.11.01.11071-PN
Firmware updated:

11-Jun-2026

[#4]

Connection status:

Disconnected
Downstream:

67Mbps
Upstream:

16.995MbpsConnection information
Connection time:

Not available
Data usage:

Not available
Broadband username:

[email protected]


••••••••

Password:

TCP/IP information
Broadband IP address:

Not Available
Default gateway:

Not Available
Broadband primary DNS:

Not Available
Broadband secondary DNS:

Not Available

[#5]

@saidalinneagoe thanks - looking a little better, although i still dont understand the status page. @Dan_the_Van  / @Baldrick1  - any thoughts?

Still got an orange light - steady or flashing?

[#6]

@saidalinneagoe 

Is the Hub's light still Orange?

The IP address fields have no data, that would explain your dead connection.

are you using the same password as for the members centre?

[#7]

Yes the light is still steady orange yes I use the sa password

[#8]

OK, @saidalinneagoe , now we seem to be getting somewhere, try resetting the Hub using  the paper clip again, and see if that gets your connection set up properly.

[#9]

I did but the same steady orange and no connection

[#10]

OK. As I don't have a Hub 2 any more, is there a 'connect' button at the side of the 'disconnected' notification? if so, click it.

[#11]

Got only on/off, reset and WPS buttons. I done everything. I believe might be between the modem and the pole. What I am talking to you it was better to do it with a technician what is able to do more tests on the line. On Plusnet is the hardest to reach a technician what looks as an adventure and take so long every time I get an issue. Best way I believe is to change my provider because of their customers support none existent. Thanks for your time anyway.

[#12]

I am talking about the Hub page you were on in post #19, not your  physical Hub. If you post on the forum, you will more than likely get answers from fellow forum users, many who have years of experience with IT.

[#13]

@saidalinneagoe have you reported a fault https://www.plus.net/help/report-a-problem/

It sounds like a fault in the BT Wholesale network to me

[#14]

They have, @MisterW , and received the 'no fault found' response.

[#15]

I don't see how it can possibly report NFF , there's no PPPoE connection! Theres dsl sync but Given that even the [email protected] user doesn't connect , it has to be a network lroblem