Router won’t connect with blue light.

[#1]

Hi 

I recently had a problem with my router. It was showing a blue light but there was no connection to the internet. It would not allow me to connect to the IP address. The network would not show up on any device. After cable changes etc. I used an old BT router I had sitting around. This showed up on devices and confirmed to me that the plusnet router was the issue. After contacting plusnet tech support the guy confirmed it was a router issue but because I am connected using an old BT router this was ok and I wasn’t due a replacement router. I have been with plusnet since December 2019 and had a replacement router from the start due to it not working, now 7 months on another one has stopped working, surely I must be entitled to a replacement router since it’s not even 12months old. If I hadn’t had the old BT router then I would be paying for a service that I can’t use.

Regards Darren

[#2]

Hi @darrena74,

Thanks for getting in touch.

Apologies for any issues with your connection, I'm sorry to hear it's causing inconvenience.

I've run some diagnostics on the broadband connection and there does not appear to be any fault issues, the router is returning a signal to us at

73.1 Mbps downstream and 20.0 upstream, this shows it is returning a signal to us.

In the first instance I would suggest you ensure all relevant devices (PCs, laptops, TVs and games consoles) are connected by Ethernet cable to reduce avoidable load on your Wi-Fi. Please can you then ensure the following troubleshooting has been followed:

Wi-Fi : https://www.plus.net/help/broadband/connection-troubleshooting

Connection to the test socket: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

You can find some tips on how to boost your Wi-Fi here: https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193

This third-party link discusses Wi-Fi interference, which is a common issue due to the number of different potential sources that can cause interference to Wi-Fi:

https://activereach.net/support/knowledge-base/connectivity-networking/wifi-interference/
 

I hope this helps you get to the bottom of it. Let us know if you need any further assistance.

Thanks - LF

[#3]

The reason its not showing any faults is because I am now using and old BT router. The technical guy tested it with the plusnet router connected with Ethernet on my pc and confirmed it wasn't receiving and signal. I could not log in to the ip address as previously. mentioned. As soon as I connect the BT router and log in all works fine. I require i replacement router which I was told I would not receive as I have a BT one I can use. I don't think that's quite the service am paying for to use a competitors equipment to use plusnet service.

Darren