New customer but no broadband, Plusnet Hub Two dead?

[#1]

Hello, moved from SKY to start Unlimited Fibre Extra and line rental with unlimited calls, starting 9th August.

Had an email at 12:59pm on Tues 9th August saying "Home Phone - Your service is ready to use", and the phone line is fine and working.

Had another email at 4:55pm on Tues 9th August saying "Your fibre broadband's ready to go".

Unpacked the brand new Plusnet Hub Two from it's shrinkwrapped box to set it up after carefully removing the unwanted SKY router AND NOTHING HAPPENS.

I connected it up correctly, switched it on and went to make a drink and came back 10 minutes later. NO LIGHTS on the Hub Two and no networks showing (using Windows 10). Turned it off several times, and unplugged it but nothing. 

So, what 3 days on I have no working Plusnet Unlimited Fibre Extra broadband.

Please can someone look into this ASAP, I homework and am hosting a Teams meeting next week so need working broadband that I have already paid a month for in advance. SKY have messed up too and taken another months payment from 11th August leaving me seriously out of pocket when I was meant to be a Plusnet customer from the 9th August

Anyone else had a DOA brand new Plusnet Hub Two router? I need this sorting ASAP..... please.

My friend (who referred me) also has a Plusnet Hub Two router and his is always hot, another sign this one I received is dead, it's been plugged in 3 days and is stone cold.

I can't access the router either to see if the lights have been disabled, but as I just said, the router is stone cold anyway so not receiving power.

PLEASE HELP PLUSNET.

[#2]

At power on , the Hub light should initially show green. If that's not happening, it would tend to indicate a faulty Hub.

It might just be worth trying a factory reset, using a paper clip , press the factory reset button and hold for 20 seconds. If that doesnt get the green light then I'd suggest calling Customer services as it may take a while for staff to respond here at the weekend

[#3]

@penmorfa72  Welcome to the forum.

Sorry if I'm stating the obvious but you are aware that on the back of the hub, in the bottom corner next to the power input, that there is an on/off switch?

[#4]

Thank you, will try the paperclip reset when next at home, but still doubtful as router was still cold to the touch this morning.

[#5]

Hi, thanks for the post. Yes, I'm fully aware there is an on/off switch at the bottom corner, cheers anyway.

[#6]

but still doubtful as router was still cold to the touch this morning.

It does sound like no power, is the 3 pin adaptor clipped fully home on the power supply ?

[#7]

Following on from @MisterW above, does anything else work in the same wall socket?

[#8]

Hi, yes the 3 pin adaptor is clipped fully home on the power supply. Wish it was a normal 3 pin UK plug!

[#9]

Hi. it's a single wall socket with a 4 way extension lead plugged directly into that. The PC works in the 4 way, as do the PC speakers, external hard drive and anything else I plug into it to use.

Could it be that SKY have cut off the broadband, no can't be that as the landline / telephone works.

Must be a DOA router.

[#10]

You get a lot of these two-part plugs these days, as the units they power are often made for the world market - the two part plug implementation is to simplify manufacture/market distribution.

[#11]

Nope, from what you say above, @penmorfa72 , it does sound like a duff power supply. Unless one of the Help Team spot this early Monday, I would ring in and ask for a replacement.

[#12]

Must be a DOA router.

@penmorfa72  not impossible, but it'll be the first I've heard about.

NB if you're anywhere near Nottingham then I've a TPlink W9970 that you can have. Not a high spec router by any means but it will get you going until PN can arrange a replacement Hub 2.

[#13]

---

@penmorfa72 wrote:

Could it be that SKY have cut off the broadband, 

---

The only reason that there is no lights on your hub is if the hub is dead, the power supply is dead or the mains is missing.
Does your friend have the same hub as you? If so can you try his power supply with your hub or your power supply with his hub to see what is working? There is no need to plug in the DSL cable for it to go through the boot sequence of lights.

I think that I have read that even if you turn the lights off in the settings that they will come on with the appropriate colour if you are not properly connected.

[#14]

Further to everybody else's suggestions, I would also try plugging the hub directly into a mains socket, and not an extension. Doesn't need to be connected to the line, as has been mentioned, the LED's will come on regardless if it's working.

Failing that, we'll need to ship a replacement. First I've seen of a DOA unit.

It is the PSU provided with the hub that you're using presumably and not a power supply from another device?

[#15]

Hi all, many thanks for all the posts / help / suggestions.

Just a very quick reply to say problem has now been fixed by unplugging everything from the 4 way extension socket and all leads from / to the PC and plugging them all back in again, now works fine (ahem!).

Thank you anyway!

😳