No broadband - tried new router

[#1]

Hi,

On Monday about 2pm, my wifi at home dropped all of a sudden. I had orange light and flashing red broadband symbol. Called plusnet who said the line was fine and that they would send a new router. I work from home so couldn't really wait for a new router, so tried an old BT hub 5 (following instructions on the plusnet community site to set it up). Same error lights are coming up. Any thoughts? Do we think that my plusnet router is in fact broken and I set up the BT router incorrectly, or given issues with the second router, is it likely to be a different issue? Concerned about the potential additional time if the new router doesn't resolve the issue. Thanks

[#2]

Hi @mmcdo22 welcome to the forum.

Regardless of what you have been told, that light combination means the Hub is not receiving a broadband signal.

For a working broadband you need a working phone line.

If you have a landline phone, do you get a dial tone at the phone socket the Hub is connected to? If a dial tone is missing then try a dial tone check at the master socket or preferably the test sock behind the faceplate of the master socket. 

If there is no dial tone report a fault using this link  https://www.plus.net/help/report-a-problem/phone/#phone 

If there is a dial tone then report a broadband fault https://www.plus.net/help/report-a-problem/broadband/#broadband 

HTH 

[#3]

Hi @mmcdo22

I'm really sorry for how long it's taken to get back to you. We've been quite busy recently so it's taking longer than we'd like to reply.

I can see you're online now with the new router.

Is all working okay?