Connected but no internet and no solution

[#1]

I recently signed up for Plusnet full fibre for a house I just moved into in December.

The service worked up until Thursday 12th January when it suddenly lost connection.

After several phone calls trying to resolve issue and multiple reboots etc, Plusnet sent and engineer out. He left without solving the issue. Another engineer was sent out and he said he couldn't diagnose the issue as everything looked 'ok', but it just wouldn't connect to internet (blue light etc on). He recommended that I ask Plusnet for a new router.

This was sent out and I installed it yesterday - but I STILL have the exact same issue! I was on the phone to Plusnet yesterday for ages going through the usual resets etc. I explained to the girl that I had did all this before and nothing has solved the issue.

To be honest I just want the whole thing removed and I just want the old fashioned broadband (not full fibre). I desperately need service to enable me to work from home!

I asked the girl I spoke to yesterday to escalate it to her manager and I've asked them to get in touch asap. Nothing thus far.

Has anyone else experienced this and ultimately just couldn't get a connection?

[#2]

If you check the broadband connection page on the router, does the username show your correct accountname @plusdsl.net or is it setup@plusdsl.net ?

[#3]

Where about on hub manager would I find this information?
Thanks.

[#4]

Found it - it's setup@plusdsl.net

[#5]

Then alter it to your username and the password for your account.

[#6]

@Irene70 as @jab1 says but you will need to click 'disconnect' before it will allow you to change it. Once changed, click 'connect'

[#7]

@MisterW Forgot the need to disconnect - a while since I saw this question.

[#8]

So will this be the username i set up with Plusnet?
And the password they ask for when I call?

[#9]

Yes to both - your username in the format of 'username@plusdsl.net' and password associated with it.

[#10]

Tried this but still no joy unfortunately 😞

[#11]

@Irene70 Another thing to try then - push the end of a paper-clip or similar into the reset hole on the Hub and hold it closed for  ~ 30 seconds or until the light turns green, release and let the Hub reset, usually takes around 5 minutes.

[#12]

but what colour was the light now ?

[#13]

I've done this several times to no avail.

[#14]

Blue. It's been blue along. Connected (no internet).

Very frustrating.

[#15]

@MisterW IF the connection is up, does that not suggest something wrong with the users setup, somewhere?

@Irene70 Are you able to post a screenshot of your 'Technical Log' - as in the picture below?