Hub says connected but cannot connect to internet

[#1]

This is a recurring issue. Every month or so, usually in the early hours of the morning, my router light will turn orange. I'm then told to log into the hub which I do. The light turns blue and the hub says I'm connected but I'm not connected to the internet. My username changes to setup@plusdsl.net and if I try to change it back it the light turns orange again and it won't connect at all. Most of the time it eventually works but tonight it isn't. This is becoming ridiculous. It's been happening for over a year. Thanks for any help.

[#2]

@Rosie134 

It looks like your router has disappeard from the Plusnet database. No doubt a Plusnet staffer will come along and fix that for you.

In the meantime, if you need to reset your log in details yourself you must first disconnect the DSL by either using the disconnect field in the router settings or removing the DSL cable. If you then enter your Plusnet details and reconnect you should find that it works.

[#3 · Accepted solution]

Hi @Rosie134, thanks for getting in touch.

I'm sorry for the issues you've been having. It looks like you're now back up and running; I've tested the line just to ensure there's nothing underlying but everything has come back OK.

I have removed and re-added your router details back on to your account, so we'll see if this stops it occurring again.