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No internet/Orange Light

ELndl
Newbie
Posts: 4
Registered: ‎16-04-2020

No internet/Orange Light

Morning all, 

 

I've tried to upgrade my broadband to Fibre. It was supposed to go live last Thursday. It didn't. 

On Tuesday, BT OpenReach came and asked me if I had a problem with my landline (I don't have one). They said the job hadn't been raised to connect it up to Fibre, but that it probably would in the next few days. Broadband was working still on the old plan, (very, very slow). 

On Wednesday evening, the router lights changed to static orange, and  it hasn't come back on since. I have tried to re-set and re-start it, to no avail. It simply remains orange. I cannot load the hub admin thing - the page doesn't load. 

I'm hot-spotting my phone, but have a video conference this afternoon that I simply cannot manage on my phone. 

I've tried to ring the helpline but they're not taking calls. 

 

Anyone got any suggestions?

 

6 REPLIES 6
Baldrick1
Moderator
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Posts: 11,692
Thanks: 5,201
Fixes: 418
Registered: ‎30-06-2016

Re: No internet/Orange Light

@ELndl  Welcome to the forum.

You didn't say whether you have swapped your ADSL Hub for the Plusnet supplied Hub One. If not then try it, it forks on both ADSL and Fibre connections.

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ELndl
Newbie
Posts: 4
Registered: ‎16-04-2020

Re: No internet/Orange Light

Thanks for the response. 

Sorry, I have changed to the Hub One. I changed it last Thursday, and all was working fine, but on the original contract, not the fibre. 

Baldrick1
Moderator
Moderator
Posts: 11,692
Thanks: 5,201
Fixes: 418
Registered: ‎30-06-2016

Re: No internet/Orange Light

@ELndl 

When you say that you have tried resetting the Hub did you use the factory reset hole on the router? If so did you keep the switch closed for 30 seconds?

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ELndl
Newbie
Posts: 4
Registered: ‎16-04-2020

Re: No internet/Orange Light

I'll do it again to make sure it's 30 seconds. 

ELndl
Newbie
Posts: 4
Registered: ‎16-04-2020

Re: No internet/Orange Light

Yep, tried the re-set button, held it for 30 seconds. Goes through the motions of trying to re-connect but just stays static orange. 

Beyhive
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 722
Fixes: 44
Registered: ‎25-02-2019

Re: No internet/Orange Light

Hi @ELndl, welcome to the forum.

 

 I can see that you have since managed to get through to the technical team who have found an external fault which has been reported to our suppliers to investigate.

 

Thank you for your patience.

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 Faris
 Plusnet Help Team