Plusnet informed me their system stoped my internet service

[#1]

@Aimeep I understand your frustration, but we are trying to help you here, and flying off the handle will achieve nothing but pain - believe me.

When the Help Team get back tomorrow, they will pick this up.

[#2]

I don't use the internet on my laptop I only use it write stories . I can't access the hub on my phone even though internet not required. tablet or iPad either .
It just says my service is blocked until midnight tomorrow. It's easier to blame s customer but my service has been blocked from Plusnet side as the system says it stopped broadband service and stopped me from logging into hub to bypass it and reconnect to broadband thats why the username and password boxes are greyed out .
I only use broadband to watch internet apps and use WhatsApp on my phone. There's no virus on my laptop or phone diagnostics have been done .
The block has been put on by Plusnet systems .

[#3]

---

@MisterW wrote:

They think I've made the last bit up about my internet being blocked but a message comes up when I try to ccess hub page says my internet access has been blocked for two days

AFAIK there's no facility for the Hub to display that.

@Aimeep I suggest you get someone (a friend or relative) with some IT experience to check your system for viruses & malware

---

My thoughts exactly. 😀

[#4]

I cannot access Plusnet that way . I can't find a way to contact them other than phone and it's 48 hours before they can ask an engineer to retest the line .

[#5]

What's a superuser ????

[#6]

@Aimeep A 'superuser' is a customer who has slightly more direct access to the Plusnet management than the usual customer, amongst other 'privileges'.

Wait until tomorrow before making more hasty decisions.

Who has checked your computer/tablet/phone for viruses/infections, and how?

[#7]

We are long term experienced customers. We have no access to customers accounts but monitor the forum and like some other customers offer advice to users with problems. We also have communication channel into Plusnet and can bring common problems to the attention of management.

[#8]

@Aimeep, this is all a little difficult to follow - the people replying here have used Plusnet (and other internet connections) for many years, and have never heard of anything like you describe. If you don't mind I'd like to ask some stupidly simple questions just to make sure we're not making assumptions that are wrong:

1. when you say "It just says my service is blocked until midnight tomorrow" - what is "It"? Is that a status page on the hub, a browser window, your TV, or what?
2. is ALL internet access blocked - i.e have you tried more than one website or phone app? 
3. have you tried more than one device? You say you don't use the internet from your laptop - but have you tried that?
4. Can you upload an image of the message? either a screen grab, or a photo from your phone? It could help us understand more 

[#9]

No I cannot put anything in the boxes . First few tries I could put in my username name and password but the router refused to recognise my username even though member centre did. Then I click configuration which told me I'd be blocked for a day ior two and my service would be unblocked midnight tomorrow and never gave me or Plusnet a reason
.The username@plusdsl.net did not work nor my user name on its own and router does not recognise admin username with password number as serial number or wireless key Recognises passwords not username .

Agents said they don't know why the routers doing this and were unable to figure it out .

[#10]

I dont have kids I'm a pensioner. I dont have grandchildren I couldn't have children,just three cats and they are not that advanced !!! Lol

[#11]

I have hub one .

[#12]

I've never user the Hub 2 parental controls myself but looking at this video https://www.youtube.com/watch?v=hIS2Ks9Tgdk&t=36s it would seem that its only possible to specify a time period in a 24 hr window, so I don't see how it can block for 2 days

I still think this is malware somewhere?

@Aimeep did Plusnet ever suggest a factory reset of the router ? and has this been done ?

If it is parental controls then a factory reset will clear them.

[#13]

I can't access the hub on my phone even though internet not required. tablet or iPad either .

To connect to the Hub from a phone it must be connected via the Hubs WiFi NOT the phones mobile data.

From any device connected to the Hubs WiFi click on this link http://192.168.1.254 this should take you to the hubs home page, on the Hub One it will detail your broadband username. what is it?

The username/password can not be changed if the Hub is connected.

[#14]

I have hub one . 

Ok, so that eliminates parental controls, AFAIK the Hub one doesnt have the facility

[#15]

Nor have Plusnet .!
Something has told the system to block my broadband for 48 hours just don't know who or how, it's only the system that can restrict it block service as it's all automated and not controlled or accessed by Plusnet or their employees so they said the automated system can stop restrict s service and should give a reason except this time it has not. This is what they told me
. They can't reverse an automated decision by system as Plusnet are not allowed access to it even if it's an error . It's decided to block my internet for two days it can't be reversed .