No Broadband since last week wednesday

[#1]

My broadband hasn't been working since last week wednesday. 

I've tried getting in touch with the plusnet team to no success, just kept being directed to articles by the bot over text messages. 

Could I get some advice on the next steps I should take? 

[#2]

Good afternoon, 

I'm not tech savvy and would be really grateful for some help configuring my router and Mac Wifi settings in a way that would allow me to access the internet once again. 

Some dodgy [-Censored-] has been going on with my internet access and now the entire thing just ain't working. 

From unknown devices on my network, to my attempts to switch from IPv4 to IPv6 being a bust, there's just a ton of stuff going on that I can't wrap my head around. I'd be grateful if someone could talk me through how I can configure my settings to secure my online safety. 

[#3]

Hi, 

there is a number of stuff I can;t figure out that's been going on with my internet and broadband since I moved here. Can someone please make sense of my Event Logs and explain them to me cause I'm beyond confused

[#4]

Would be grateful for any advice on how to sort out my internet connection

[#5]

Your logs just show a router restart. 

[#6]

@Yellow-Flower-H   why don't you start at the beginning, follow the Help pages and at least identify if your broadband is working and if not get a fault reported. 

So far you have numerous threads which seem to talk about IPv6, which PN do not do, and show numerous single pages from your log, whereas the summary page showing if it is working or not would be more useful.

If you have not alrady done so, a switch off and on, and if that does not work a factory reset  - hold a suitable pointy thing in the pin hole on the back of the router for 40 secs. If that fails report a fault.

https://www.plus.net/help/ 

[#7]

Hi,

I've followed all the steps to log a fault, I've restarted the router and my device and i've provided a screenshot showing that my internet is in fact disconnected which I've reattached here as well. 

I called the phone number provided and was directed to a automated text bot who directed me to call an advisor and I followed these steps back and forwards a couple of times.

I've tried calling plusnet but the one time I got through to an advisor the redirected me to the community forum. Since then all my calls get put on hold. 

[#8]

What colour I the light on the router ? and is it flashing ?

[#9]

Thank you for getting in touch, it appears to be a solid orange colour

[#10]

@Yellow-Flower-H 

Orange light - Your hub is receiving a broadband signal but isn't connected to the Internet.
Are you still able to connect to the hub using a laptop?

Connected to your Hub check >Home >Advanced Settings >Broadband

What does the 'Connection Status' indicate?

If disconnected try connecting make sure the username is your's before trying it will be in the format

yourusername@plusdsl.net the password is the same as used for the members centre.

If this doesn't work, use a paper clip to press your hub's factory reset button, with a paperclip press and hold the reset switch in until the Hub light goes green after the reset the Hub should reconnect to the broadband connection.

Let us know how you get on

[#11]

Hi, 

I've tried resetting the hub by using a pin to the back of the router but that hasn't helped me at all. 

Any advice on next steps I should take? 

[#12]

@Yellow-Flower-H 

Is the light is still solid orange?

Looking at the >Home >Advanced settings >Broadband I suspect you are seeing setup@plusdsl.net as the broadband username, can you try yours?

If that does not work you have little choice but to call plusnet support so they can check to see if they are seeing your Hub remotely and what's happening when you attempt to connect.

[#13]

Hey @Yellow-Flower-H Thank you for reaching out to us on our Community Forum, I hope you are well.

To ensure safety and only authorised access to your broadband you may want to consider the following:

- Change your Wi-Fi password on the router, you can do this by going on 192.168.1.254, press Advance Settings followed by Wireless, input your new password and press save changes, a restart of the router will ensure the new password is registered.

- To check devices connected to your network please follow this process, go on 192.168.1.25, press Advance Settings followed by My Network, here you can see all devices currently connected or that have connected to the router and can be removed by pressing the Remove button next to each device listed.

- I would also change the Member Centre password, as well as the router one every so often to ensure security is maintained.

- Try to keep the router away from windows or see-through doors and keep passwords safe in a drawer where you only have access. 

I hope this helps

[#14]

@Yellow-Flower-H Thank you for taking the time to contact us, I tried calling you noting only the option to leave a voicemail. I hope you are well.

I was calling to help you in getting the router re-connected and discuss next steps, as I was unable to speak with you today I have no other option but to advise you to contact us back on 03301239123 at your earliest convenience ( I have left detailed notes on the account so the agent picking up the call knows what they need to do).

For completeness, this is not a fault but more to do with the router authentication.

I hope this helps
 

[#15]

@Tina11192 

If this is a PNH2 the ancillary question which needs addressing is why is the router administration platform not configuring it automatically?

@Yellow-Flower-H does not indicate if they are a new customer, thus is it possible that the provision is not built properly resulting in no connection to the management platform?  I think we’ve seen the line previously.