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Fibre Broadband offline

bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Fibre Broadband offline

Hi,
My fibre broadband has dropped offline and now won't come back online since around 9:30 last night. I've tried multiple reboots of the router. The WiFi is working. Just no internet connection.

Is there something wrong with the plusnet end? It's extremely frustrating as we use the internet for everything and I've only recently moved to plusnet from a service which rarely dropped.

Any help appreciated,
Thanks
Steve
14 REPLIES
Community Veteran
Posts: 1,459
Thanks: 235
Fixes: 31
Registered: 13-08-2015

Re: Fibre Broadband offline

Is your phone line working?

bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Unfortunately I'm in work and no one is at the house to test the phone line.

I'll test it this evening when I get in.

I was hoping something may be obvious on the account or an issue in our area.
Plusnet Help Team
Plusnet Help Team
Posts: 7,804
Thanks: 2,294
Fixes: 385
Registered: 21-04-2017

Re: Fibre Broadband offline

Hi Steve.

Sorry to hear you're experiencing connection problems.

From what I can see, your router is trying to connect to the internet using the wrong password.

When you're home can you do a factory reset by pushing a paperclip into the reset hole at the back for 20 seconds? This should enable the router to automatically reconnect.

 

If you still can't connect, I'd recommend trying the below steps:


1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'


Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Thanks for the response. I'll check that when I get in later today.

Seems odd that the router has lost the password configuration. It was working last night and just dropped off. Hopefully it won't be a regular occurrence.

Thanks,
Steve
Community Veteran
Posts: 1,459
Thanks: 235
Fixes: 31
Registered: 13-08-2015

Re: Fibre Broadband offline

Have you changed the password to the Member Centre recently?

Plusnet Help Team
Plusnet Help Team
Posts: 7,804
Thanks: 2,294
Fixes: 385
Registered: 21-04-2017

Re: Fibre Broadband offline

No worries Steve.

Let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Ok. So changing the password seemed to work. Which is odd as the username was cached but the password seemed to not be.

Anyways I have a different issue today. The connection seems to be dropping very frequently today. It's not usable. I start doing something and it goes off.

Issues in my area?

Cheers
Steve
Plusnet Help Team
Plusnet Help Team
Posts: 5,447
Thanks: 505
Fixes: 190
Registered: 01-01-2012

Re: Fibre Broadband offline

Sorry to hear that.

Our tests are showing a external fault which is most likely the cause of this.

We've raised this for further investigation and we'll update you when we know more.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Thanks for raising the fault. Any updates? The line is still dropping frequently.
Plusnet Help Team
Plusnet Help Team
Posts: 7,804
Thanks: 2,294
Fixes: 385
Registered: 21-04-2017

Re: Fibre Broadband offline

I can see the fault is currently in hand with Openreach.

We should have an update within 3 working days.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Hi,

Have you been provided with any updates?

Thanks,
Steve
Plusnet Help Team
Plusnet Help Team
Posts: 7,804
Thanks: 2,294
Fixes: 385
Registered: 21-04-2017

Re: Fibre Broadband offline

Hi Steve.

Yeah it looks like an engineer went out yesterday and sent the fault report back to us advising the problem was resolved.

I've sent the fault back to our suppliers but our tests aren't finding the cause of the issues now so it's likely we'll need to arrange an engineer visit. Can you try the steps here first to rule out any internal wiring issues?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
bonesxtr
Hooked
Posts: 8
Registered: 06-03-2018

Re: Fibre Broadband offline

Hi,

Unfortunately I've not had a chance to go through the steps yet. Hopefully I can carry them out today.

Thanks
Steve
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Fibre Broadband offline

No problem, let us know how you get on and we'll keep following things up with you. 

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