Broadband issue - no internet router constant green line

[#1]

Hi, today my broadband stoped working all of a sudden. The light on the router is a contant green, I've tried unplugging everything and holding down the reset button for a long time.

I think it's a hub one router, plugged into a double master socket so doesn't have a microfilter. I have no physical phone so finding the trouble shooting a bit tricky to follow.

[#2]

Hi @amberkeating93 and welcome to the forum. If it is a Hub1, I will guess that you are on a Fibre, not ADSL connection. I don't know the significance of the indicators on that router, but is it possible for you to  post the details from your Help Desk tab, obscuring any personal details?

[#3]

Hi

My internet has been dropping out on a regular basis, but yesterday i lost it for a number of hours in the evening, and this morning again no internet???? Not good when working from home.  This is why i am cancelling with Plusnet.

[#4]

@Jo1447 Have you reported this issue? What self-help have you done? Note that if this is due to a BT infrastructure problem, it will follow you to any new supplier using the network.

[#5]

@amberkeating93

Looks like your router's developed a fault and I can see we've arranged to send you a new one.

Let us know if there are further issues once you've got it or there's anything else you'd need help with.

@Jo1447

Sorry to hear you're having issues and are cancelling your service with us.

I can see one of my colleagues from our complaints team has ownership of your complaint and you can contact him Here.

In a nutshell though we'd need to arrange an engineer visit to investigate further but as you're moving to another provider we aren't able to progress this as a fault with our suppliers. 

[#6]

Moderators Note

This topic has been moved from ADSL Broadband to Fibre