No broadband

[#1]

Started having problems with my connection on the 20th December, new router was sent out which helped partially for about a week or so but it still dropped out regularly. From 3rd January the connection has been unusable yet each of the three times i’ve phoned there isn’t a problem with my landline. Router is constantly showing a solid orange light for no broadband, i’ve done all the resets and changed the advanced settings from default to my plusnet account. Is there anything else i’m able to do to restore the connection because it’s getting frustrating and the advisors tell me the same things

[#2]

Welcome to the Community, @lucy24 . Before I try to help, how technically-minded are you, so I know how to phrase my questions?

[#3]

hey thanks for replying. i’m not the best techy minded person but say for example something needs doing with the router if you’re able to give me step by step I should be alright

[#4]

Thanks. First things first - check all your cables are fully seated - remove them, re-insert them, and make sure they go 'click'. If that makes no difference, we need to get a bit more 'technical'.

[#5]

all done. it’s brought back the connection temporarily but still drops out every few minutes. the same happened yesterday after speaking to the advisor before loosing connection entirely

I don’t know if it’s worth mentioning but i’ve had new neighbours move in above me who had sky installed a couple of weeks ago. along with their router they’ve had two extensions installed would this be impacting my service?

[#6]

Ah - that could be part of the issue, especially if they inadvertently disturbed your external cabling. The extensions wouldn't cause the issue you are describing though. I am going to post part of my 'help script' below. See if you can follow it, as the reply's may help narrow down the problem.

If you are posting from a mobile device - tablet/phone, you may need to select the 'desktop' site to post some of the requested information.

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'- if it will run. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

[#7]

I think i’ve ran the BTW performance tester. apologies if the images are slightly blurry i’ve had to run this from my ps5 since it’s the only wired connection route I have. hopefully i’ve done something correct but this is over my head 

[#8]

No problem with the images, @lucy24 , but there is something horribly wrong with your Hub - it is not connected - at all. Although it probably won't give us much more detail, your 'status' page is not quite the one we are looking for, rather the one in the picture below:

[#9]

right got you. hopefully these are the ones you’re after 

[#10]

Thanks. I didn't know you were on ADSL2+ - very few are these days, but nonetheless, you have a problem, which needs the attention of PN/OpenReach. I suggest you report your problem via https://www.plus.net/help/report-a-problem/ and let us know the response.

As you obviously still have a phone line (and phone?), is there any noise on the line when you run a Quiet Line Test - dial 17070, select option 2. The line should be silent, apart from the regular 'Quiet Line Test' message. Do the QLT before reporting the issue.

[#11]

I do still have a phone but it’s never used, only to test the landline wherever there might be a problem. Before now all the advisers i’ve spoken to have said there isn’t a problem with the phone line but during the quiet line test there is noise crackles, i’ll report and get an engineer out to me and let you know 

Thank you ever so much for your time and help, you’ve been great!

[#12]

Thanks, @lucy24 .