Plusnet informed me their system stoped my internet service

[#1]

No router is not ok you silly people ! If the light is flashing orange then it's not ok ! And if Plusnet explained their automated service stopped my broadband fir unknown readings there's no service for the router to connect to !!!!
Wouldn't common sense suggest that if a router is flashing orange fur days then there's a problem somewhere ? Except you are all saying that there's no router problem or line issues ? I think having my service accidently stopped us an issue full stop ?
Plus Plusnet told me they were not sending out open reach but a Plusnet engineer to test the line externally ! And engineer concluded there's an account issue .So I'm back at square one ! With no solution or progress !

[#2]

I know lots of people have tried to help and the time and patience is appreciated. I just don't know the way forward and I would have assumed Plusnet would but they didn't seem to!

[#3]

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@Aimeep wrote:
No router is not ok you silly people ! If the light is flashing orange then it's not ok !

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Hey, hang on a minute!😕 We've asked questions in the hope we could assist you. I've been courteous throughout even when you've clearly lost your temper with either me or the others whom have contributed. I even believed you're 88 with various levels of disability - only a horrible nasty person would make this up - I myself am disabled with some complex health issues so I might be suffering more, less or the same as you.

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@Aimeep wrote:
And if Plusnet explained their automated service stopped my broadband fir unknown readings there's no service for the router to connect to !!!!

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As Bob advised, there could be an issue whereby your router has wrongly reverted to a default setup and that IF this is what has happened it CAN cause your devices to disconnect from the router - I personally was not aware of this. The 20 second reset button press COULD resolve your issue, but it also might not - you, I, everybody else trying to help won't know unless you at least try.

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@Aimeep wrote:
Wouldn't common sense suggest that if a router is flashing orange fur days then there's a problem somewhere ? Except you are all saying that there's no router problem or line issues ? I think having my service accidently stopped us an issue full stop ?

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Yes it does. It could even be something as stupid as one of your cats has chewed the cable that goes from the router to the master socket - you could check this too if you're able enough to do this.

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@Aimeep wrote:
Plus Plusnet told me they were not sending out open reach but a Plusnet engineer to test the line externally ! And engineer concluded there's an account issue .So I'm back at square one ! With no solution or progress !

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I am confused - you did say they were sending out someone and now you're saying they're not.

There could be a solution, but without checking and trying stuff, it won't fix itself.

If it IS an account issue then that's only something Plusnet can fix.

I would ask you to at least re-read some of the other posts - you do not have to reply to every one, just those that ask for information, pictures (yes I understand you're worried about what you may accidentally post) or even just confirming the routers serial number.

Most of us have read and commented are like yourself - customers, not employees - venting your frustration is only mainly going to be seen by your fellow customers.

[#4]

I dint know what I can add .I have tried factory resetting the router and still cannot log in with username . Unable reset username . Unable to log in to router from phone tried 8 browsers two different phones cannot log in via laptop still firs not recognise username tried logging in to router via tablet and iPad still firs not recognise user name . When reset factory settings hire blue fir s couple seconds not flashing then stats flashing orange . So I dint know what's wrong exit that I need a new router I think and there are no external line issues the router will not connect to broadband
Especially if phone agents have said my service was stopped by their automated system and fud not specify why do would one assume then the issue is the service is no longer activated and so the router flashes orange because it has no service to now connect to ?
It makes sense to me but I could be wrong and I'm not a plumber agent yet common sense tells me this .

[#5]

Sorry for typos I have very bad arthritis in my hands and fingers and have cramp in them and it's painful typing .

[#6]

I have previously explained that I have been through all the trouble shooting and the 20 second reset . It flashes blue for a couple seconds then reverts back to flashing orange .
I have explained this several times because was asked to try it by Plusnet and requested to try all trouble shooting for 48 hours . I have refine the trouble shooting more than 30 times and cannot shift router from flashing orange
The router also failed to update as usual three days ago so it does not have the latest updates confirmed by Plusnet but I dint know hie to get them m

[#7]

The engineer has been out and said it's an account issue not a line fault .
I had another message in here to say another engineer from Plusnet not open reach us coming out tomorrow but that's incorrect .
So far I assume it's an account issue . I will have to ring Plusnet again tomorrow to attempt to find a solution .

[#8]

@Aimeep 

No need for apologies we understand the difficulties you are having. You may, if you wish, send me a personal message with any of the photos that may help diagnose the issue. As moderator I can edit those to remove any sensitive/personal stuff then add it to one of your posts.

To send me a Personal Message try the following;

Click on my name or avatar next to this post. then scroll down the new page till you see 'Contact Me'. Below that is a button marked 'Send Private Message. Click on that and a new page opens where you can add the contents of the message.

Add a subject heading then, if using your laptop you can drag the photo(s) to the empty space. If the pictures are on your phone you need to set the page into Desktop mode. This is usually done by clicking on a menu - often three horizontal lines. Click on the little picture icon then click 'Choose files'. You should get a pop-up asking where your pictures are. They're probably in the folder marked 'Photos' or 'Media'. Select that and then you should see a list of your photos. Choose the one(s) required then click on 'OK' or similar. Then click on the red 'Post' button.

I hope that helps but if I have missed out any steps then I am sure someone with correct me.

[#9]

IVE EXPLAINED I DON'T KNOW HOW TO PUT PHOTOS UP! THERE ARE NO ICONS At THE TOP OF THE REPLY BOX!
IVE READ ALL TYE POSTS TRIED THE SOLUTIONS WITH NO PROGRESS. I DON'T KNOW WHY YOU ARE ASSUMING IVE NOT TRIED THE TROUBLE SHOOTING TO HELP MYSELF WHEN I HAVE .
I understand what you are saying but have ran out of trouble shooting ideas .

[#10]

The two buttons in top of the router no longer respond so pressing them gains no response the router remains flashing orange sometimes no light .

Moderator's note(s):

The above photos were PM'ed to me early this morning. I'm not sure how helpful they may be but fingers crossed.

[#11]

Just spotted the edit @Mav  👍

The password you entered is incorrect means just that, this can occur by reading the wrong password from the card and using the wrong one to try and gain access - it may also show this is the router is malfunctioning though I've never seen this.

The removeable card on the rear of a Plusnet Hub One states:

Select your wireless network/SSID in the format of PLUSNET-XXXX (X being a random combination) This is the WiFi name your phone(s) sees when searching for a wifi network

Enter your wireless password/key in the format of 10 random numbers and letters eg. A1b2C3d4E5 This is the details you need AFTER asking your device to connect

Admin Password for the Hub Manager in the format of random numbers and letters This is the password to enter to gain access to the hubs menus (ie settings)

But the top image is showing the phone that has the Bluetooth turned on and if it's like my phone a weak mobile phone signal, it isn't showing any WiFi being active - so either the wifi on the phone has been turned off or it's not connected to a wifi router and it won't if the wifi password and hub manger password are being mixed up.

The remaining images simply show that the Plusnet Access control is off however the retrieving time means the router is not connected to the dsl - as one example an unplugged or damaged router cable from the phone socket can cause this as after removing the said cable and rebooting the router it connects via tr069

Now these last images show the laptop IS connected to the router but the router isn't connected to the internet.

The above is assuming the router isn't at fault and it's simply a case the BB cable has been unplugged🙄😕

For any future readers, the restart button on the top of the router isn't the same as the reset button. Also my personal preference is to connect to a router without pressing the WPS button (though you can press mine as much as you like as it's off via the GUI) and scan for networks and input (my changed SSID and WiFi password) every time a new device is connecting for the first time.

A router telling you passwords are wrong means you've accessed it to see the error🤐

[#12]

I know ! But the passwords were not incorrect just the username as the error msg stated username incorrect not username and or password combination incorrect.
However from this evening no passwords work any longer as I could log in using admin and the password now I cannot .
Thank you .

[#13]

The two buttons at the top of the router do not respond to bring pressed anymore .

[#14]

I am unable to change password or username I have tried password override too but as the button st too if router no longer responds I cannot effect any password changes !

[#15]

Blue tooth ? I don't have that switched on on my laptop .Those photos were taken from laptop to phone . I took photos on phone camera to send to Plusnet who rejected them and didn't want trouble shooting photos .
Those photos show I'm logged in via admin and password as I would be unable to view the configuration settings if I was not logged in via admin
I don't see any Bluetooth settings mentioned in those photos only my internet was blocked on the router at the times stated on the configuration setting.
Again common sense .