Nearly 6 Weeks without a working service

[#1]

@elcorris The f/w shouldn't be the issue, but I'll tag @bobpullen and see if he can update it for you, anyway.

[#2]

Hi,

I have looked at the advanced/broadband/internet screen and I am seeing

connection time 0 days, 00:02:21
Data transmitted : 0.3mb / 0.0mb
Username
Password

Then the tcp/ip settings below

[#3]

Are you posting from a mobile phone?

Need to see what is being displayed

If you enable use desktop site then you'll be able to post pictures using  icon

Dan

[#4]

What happens when you try to access a website? From an earlier post, it sounds as though you have no synchronisation.

[#5]

Just says server not found when trying to access a website

[#6]

Can you attempt to post the Help Desk page as a picture as it is impossible to see what state the Hub is in.

Thanks

[#7]

Based on that, and your 'NTP synchronisation' errors, my guess is that Plusnet should be able to sort it - but there seems to be very few first-line supprt agents capable at the moment. Hopefully one of the Help Team will spot this and sort it for you.

[#8]

Moderator’s Note

This topic has been moved from Broadband to My Orders

[#9]

Hi @elcorris 

I'm really sorry to hear about how this has happened and how long you've been offline for.

The issue with your orders are sorted now and we've been able to test your line so we're one step further on that front.

Can you try resetting the router using the pinhole on the back? We've done some work on the account which should clear this

[#10]

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@jab1 wrote:

@elcorris The f/w shouldn't be the issue, but I'll tag @bobpullen and see if he can update it for you, anyway.

---

The steps @MatthewWheeler has carried out should sort this out. Will just need a factory reset.

[#11]

OK, @bobpullen - we shall see. 😉

[#12]

Thanks for getting back to me.

I have reset the router through the pinhole and this has not resolved the issue

[#13]

Sorry to hear that @elcorris 

Can you confirm the serial number on the bottom of the router for me?

[#14]

+081441+NQ34540375

[#15]

Thanks for confirming @elcorris 

I can see some attempts to login back on the 5th but nothing since so the session might have got stuck on our supplier's end.

Can you try turning the router off for 65 minutes then back on?