cancel
Showing results for 
Search instead for 
Did you mean: 

No connection :(

coatseh
Grafter
Posts: 83
Registered: ‎08-11-2009

No connection :(

Hi there,

Internet appears to have gone off completely. Have a flashing orange light on the hub one with the broadband light also orange.


I have tried all of the recommended steps to no avail. Wanted to know if there was an issue with the line?
12 REPLIES
Manny7860
Aspiring Pro
Posts: 192
Thanks: 33
Fixes: 2
Registered: ‎19-11-2017

Re: No connection :(

Best to phone them up. On here you don't get a instant reply from the staff. Most are on seasonal holiday atm
Excellent!
Gel
Seasoned Pro
Posts: 1,617
Thanks: 165
Fixes: 14
Registered: ‎02-08-2007

Re: No connection :(

If you've used the Broadband Fault link below, and system shows there's an error on your line, will have been automatically logged.
coatseh
Grafter
Posts: 83
Registered: ‎08-11-2009

Re: No connection :(

Contacted them.

Apparently no fault on the line, yet I still have no internet. Tried 2 routers now Sad
Gel
Seasoned Pro
Posts: 1,617
Thanks: 165
Fixes: 14
Registered: ‎02-08-2007

Re: No connection :(

Plusnet Help Team
Plusnet Help Team
Posts: 307
Thanks: 79
Fixes: 10
Registered: ‎07-12-2017

Re: No connection :(

Hi,

Could you DM me your Username @coatseh and I will have a look into this for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 307
Thanks: 79
Fixes: 10
Registered: ‎07-12-2017

Re: No connection :(

@coatseh Thanks for the info! The test is showing your router is not authenticating. When you called did the advisor talk you through how to update the username and password in the router?

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
coatseh
Grafter
Posts: 83
Registered: ‎08-11-2009

Re: No connection :(

Hi @LaurenB


Thank you for your help! I used the live chat, we didn't discuss reauthenticating the router. How do I go about this? Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 307
Thanks: 79
Fixes: 10
Registered: ‎07-12-2017

Re: No connection :(

@coatseh I have updated Ticket: 164895674 with instructions how to do this.

 

If you are having issues with this then feel free to DM your best contact number and what time you are available (you would need to be home) and I can arrange to give you a call Smiley

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
coatseh
Grafter
Posts: 83
Registered: ‎08-11-2009

Re: No connection :(

Hi again @LaurenB

unfortunately that hasn't appeared to have worked. I input my username/password and click to connect, the PPP circle begins to load up, then it returns me to the previous screen where I have to input my data Sad

Plusnet Help Team
Plusnet Help Team
Posts: 9,155
Thanks: 2,867
Fixes: 455
Registered: ‎21-04-2017

Re: No connection :(

I can see we've recently raised a fault with our suppliers.

We'll contact you when we've got more info.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
coatseh
Grafter
Posts: 83
Registered: ‎08-11-2009

Re: No connection :(

Update: engineer came today, turns out a firmware update on the exchange had knocked a low % of customers off including us. It's now fully fixed and we are back online.

Thanks a lot and really happy that it could be solved so promptly!
Plusnet Help Team
Plusnet Help Team
Posts: 307
Thanks: 79
Fixes: 10
Registered: ‎07-12-2017

Re: No connection :(

Great! Glad it's back up and running in time for the New Year Grin

 

If you have any further problems please just let us know.

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