Fibre dropped out

[#1]

Never thought of that @Baldrick1  - good spot.

[#2]

Ok, I've done the factory reset and now everything is showing up as setup@plusnet.dsl this might seem like a stupid question, but which password should I be entering? My account password, the hub password?

[#3]

@Bucketinabag You need to enter your USERNAME and the password associated with your account., NOT the Hub password.

[#4]

@Bucketinabag 

It’s username in the form accountusername@plusdsl.net and you account password.

[#5]

Thanks guys, I feel like I'm losing my mind at this point. Every time I hit the connect button after entering the details it just carries on saying it can't connect. I appreciate all the help, so lost now

[#6]

@Bucketinabag What does the Help Desk page look like now - another screenshot would help. It does sound like you need to report a fault, as suggested by @Baldrick1 , but that page could give us a clue.

[#7]

@jab1 

I agree it could but if it's changed to the correct credentials and is not connecting then it is screaming network down to me.

@Bucketinabag 

Have you checked whether you have a working telephone?

Edit

If you haven't got a landline phone you can try the text service. I don't know if it works if there's no phone connected but it's worth a try. https://www.plus.net/help/report-a-problem/phone/

[#8]

Agreed @Baldrick1 , but AFAIK there are no HT staff on at the moment, so I'm just trying to cover all bases.

[#9]

@Bucketinabag

I'm really sorry to see your broadband's stopped working.

As long as the right cables are plugged into the right places between the telephone socket and the Hub One, there wouldn't be anything you can do in the router settings to resolve this, if the DSL light is flashing or off. The Hub One will work while connected through the Openreach modem, though arguably there's no real benefit. 

I can see when you've raised a fault Here this morning, we've tested your line and we've found a potential issue and passed it across to our suppliers for further investigation. We should receive further updates within the next 2 working days and we'll let you know as soon as we know more, but feel free to post back if you need further help. 

Staff-wise, we're thin on the ground this weekend. It's not actually my weekend to work but I'm doing some overtime.

[#10]

Thanks for the update, @Gandalf - another topic I can ignore, then.

[#11]

Hi, thanks for all the help today and sorry for the delay in replying, I had to parent. Turns out there's an outage in my street and the next, although line tests haven't said that my neighbor had spoken to BT and apparently there's an issue somewhere? Just wanted to say thank you!

[#12]

Cheers for the update @Bucketinabag 

No problem, fingers crossed the outage is fixed soon and let us know how it goes. 

[#13]

Hi @Bucketinabag

I can see an engineer went out on Sunday and it looks like you're back up and running.

Is everything working now as you'd expect? 

[#14]

Yes, thank you!

It kicked back in when I was at work yesterday, cheers for the help!

[#15]

Excellent! Cheers for the confirmation @Bucketinabag

If you have further issues or there's anything else you'd need help with, feel free to get back to me and I'll be happy to help.