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Fibre broadband not working at all

dyusta
Hooked
Posts: 5
Registered: ‎29-01-2021

Fibre broadband not working at all

Hello everyone,

I've have Plusnet fibre for two months now and I didn't experience any issue till yesterday when internet stopped working.

I went through the usual steps on the phone with customer service but nothing really worked. Router seems to be fine and I get the blue light, also the connection is active.

Every time I try to connect to wi fi I get this BT message (see attached).

Has anyone ever had any issue like this before?

Thank you,

Daniel

 

5 REPLIES 5
dvorak
Moderator
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Registered: ‎11-01-2008

Re: Fibre broadband not working at all

can you sign on to your router at http://192.168.1.254 and check the username your broadband is connecting with.
seems like it might have reset to a bt test user one.
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dyusta
Hooked
Posts: 5
Registered: ‎29-01-2021

Re: Fibre broadband not working at all

Thanks @dvorak for your help,

I've just checked it and the username matches my plusnet username. I've also tried disconnecting and connecting the router from the settings to see if that could help, but no luck.

Daniel

 

Baldrick1
Seasoned Hero
Posts: 6,238
Thanks: 2,738
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Registered: ‎30-06-2016

Re: Fibre broadband not working at all

@dyusta 

Have you tried a factory reset on your hub? Push a paperclip or similar in the reset hole and keep the switch closed for 30 seconds. It should then set itself up again from scratch 

 

dyusta
Hooked
Posts: 5
Registered: ‎29-01-2021

Re: Fibre broadband not working at all

Thanks @Baldrick1 for your message,

I've just tried resetting the hub a couple of times and then switching it off and on again but still same problem with the connection.

No clue what the issue might be... Sad

 

dvorak
Moderator
Moderator
Posts: 25,223
Thanks: 4,630
Fixes: 1,174
Registered: ‎11-01-2008

Re: Fibre broadband not working at all

try raising a fault at https://faults.plus.net from your mobile - it will some basic checks and see if there's a fault
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