ADSL Connection (for Fibre) Lost - unable to check line

[#1]

Last night router showed that my DSL connection had disconnected, I called the support centre and heard about the restricted hours of operation in tech support (9:00 - 17:00).

Upon calling this morning I get a generic message saying my call cannot be taken. I have not seen the online chat work so have tried to get in touch with tech support via Twitter 🤞🏻

So far I have:

• Disconnected the router and cables from phone/power
• Restarted the router (obviously)
• Tested phone line [dial tone is present and line is clear]

I am at a loss as I believe that this issue is related to the line and I do not know how this can be tested without the assistance of Plusnet support.

Does anyone have any suggestions for speeding this up?

Thanks!

[#2]

@sammyjankis79  Welcome to the forum.

 Have you plugged a phone in and checked if you have a dial tone? If not then you need to report a phone not broadband fault .

[#3]

Thanks for the quick reply @Baldrick1 I should have said that yes have tested the phone line and it appears unaffected and working OK.

[#4]

Which modem/router do you have? What lights/colour are illuminated?

[#5]

Using a TPLink Archer VR900 - Power, LAN and Wireless lights are illuminated; DSL and Internet lights are (currently) off.

I have not been able to reconnect the router while the Internet light is not showing.

[#6]

'Resolved' this:

• Called Plusnet general Customer Support
• Was transferred to Technical Support
• They ran a Broadband line check and discovered that there was a major outrage incident between the exchange and the cabinet - so I was not the only one affected (ETA for fix is 16:00 today)

Frustrating thing was that the message when selecting tech support says 'No one is available', which the support representative indicated was due to long wait times; when it gets below 20/30 min, the wait is mentioned rather than disconnecting the customer (as happened with me).