No Internet light on Router all others on ?

[#1]

I'm on holiday in Tenerife and had a message from son over weekend that the Internet connection was down. No Internet light on router off completly. He powered down router and modem following my instructions of powering up modem waiting until two green lights appear then powering up router. The third light Wan came on modem and the router powered up with all lights green except the Internet light which stayed off . No flashing red or or turning green just dead.
I've checked my IP in members centre and its dropped from 54.8 to 50.6 it's done this before but has gone backup after about a week. Can a Staff member please have alook at my line stats since last Friday and give advice as I don't want my son to keep re powering up modem or router. He's emailed me a photo of modem/ router so I know that all lights are on except Internet.
Sent via iPhone so sorry for any typing errors
Thanks for any help/ advice

[#2]

Anyone got any suggestions on this problem please

[#3]

When I've seen this type of thing before, the trick I've resorted to is to turn the modem and router off for at least 10 minutes.
Power the modem up first, and wait for the green lights,  then power up the router.
I believe this works because of a mismatch where BT's system thinks you already connected,  but your router doesn't (and isn't).
Its attempts to reconnect keep getting declined,  but has the effect of keeping the old session alive.
Turining  things off for 10 minutes allows the old session to expire.

[#4]

@Kmilburn
Many thanks for your reply, my son did exactly what you have suggested but left the modem/router powered down for over one hour at weekend and still no Internet light. I asked him just to leave all alone until I can get a reply from a Plusnet Rep on this forum but that appears not to be forthcoming. so at present all lights on modem and router except Internet.Been like that since Saturday.
I'm a little annoyed with Plusnets Reps as I spent a lot of time testing when they had a peak time speed problem with their network a few weeks back and no reply to my post?

[#5]

Get your son to call Plusnet support - they can talk him through a few things to try, rather than you posting here, waiting for a reply, then relaying it to your son. Enjoy the sun, we're all very jealous!

[#6]

@aplashley1
Thanks for your reply, sent message early this morning to son who rang Plusnet who would not help as he is not the account holder. I pity the person he spoke to as he works for EE business mobile accounts and does not suffer fools gladly but in a polite business style never nasty.
Ok will have to wait till I get home next week unless any Plusnet reps have any suggestions or can report on my line status?

[#7]

I can see the connection is back up now but do let us know if he has any issues with that again.
Also really sorry support turned him down that's not good and I will be feeding back on that issue in general.

[#8]

Quote from: _Adam_Walker_

Also really sorry support turned him down that's not good and I will be feeding back on that issue in general.

If you can get web access you can raised a ticket via the support site and get him added as an authorised user on your account ( son will need to know your account password etc to identify himself to Plusnet).
I had exactly the same issue last night with my sister's connection (they seem to have recently tightened up on this even though I knew all her relevant passwords - I after all setup the account!).
Once this was done sanity returned ...
Regards
Alan

[#9]

Quote

I had exactly the same issue last night with my sister's connection (they seem to have recently tightened up on this even though I knew all her relevant passwords - I after all setup the account!).

Noted, thanks for making us aware of that.

[#10]

Quote from: _Adam_Walker_

I can see the connection is back up now but do let us know if he has any issues with that again.

Thanks for the line status Adam , sons at work until 10pm so will talk to him I morning as he'll be tired tonight after 3 days of 12 hour shifts

[#11]

Quote from: _Adam_Walker_

I can see the connection is back up now but do let us know if he has any issues with that again.

Just been talking to my son via iMessanger and the Internet light was back on when he returned home from work late last night. Strange it's been off since last Sat/Sunday and he has not rebooted or touched anything since then.
Thanks Adam if you did something yesterday at your end but it will be interesting to look at line stats for the last week when I get home next Tuesday evening.
Connection IP is still lower than normal 50.6 instead of 54.8 which happened the night before this problem started. Lets what and see if it goes back now Internet connection working again.
Thanks to everyone who has replied to this post if I could I'd send you some sunshine and heat from Tenerife as I think you need it at home.
jim:green quote dixed mod:end