My router has broken

[#1]

Tonight my router went onto a solid orange light. Plusnet said line tests fine. We’ve been through troubleshooting with them, changed cables, reset router but no joy. I asked for a new router but they declined. Can I buy a third party router to try? Can anyone suggest one please? Do I need to try a new wan cable, what do I buy?

We have the fast 500 broadband.

We can’t get an engineer out until Thursday so it’s a nightmare as my husband works at home.

[#2]

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@JulieD42 wrote:

We can’t get an engineer out until Thursday so it’s a nightmare as my husband works at home.

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We have our broadband EE and a  problem 

As it was over Christmas/New year so they could not out until the New Year and as she was working from home they added 100 GB to her mobile phone so she could use the hotspot

Who's your mobile phones with could you get extra GB's and do that until a repair is done

Just a thought

[#3]

@JulieD42 To check if it is a router fault or something else, try a direct PPOE connection. The below link is from TP-Link, but is standard for all routers

https://www.tp-link.com/uk/support/faq/921/

[#4]

Thank you John. I only have my iPhone and iPad, can I check that way?

[#5]

I will try this. I’m with Smarty, I’ll have a look at their prices for extra gb . Thank you.

[#6]

Smarty do a U/L data pass add on for 7 days for only £10 inc VAT what looks very good I think

Hope you get sorted

[#7]

Thank you. I’ve bought it. I’m just not sure it’s going to help my husband work from his office in the garden.

[#8]

@JulieD42 

Unfortunately, when you joined Plusnet you agreed to this contract condition:

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

Whilst Plusnet might choose to turn a blind eye to full time home working, using it for such will not get you priority service.

As you are on Full Fibre, what are the lights on the ONT indicating?

[#9]

Sorry to hear this @JulieD42 

Our tests suggest the issue lies with the connection between the router we sent you and the Openreach box (ONT) on your wall.

Can you confirm the status of the lights on the Openreach box as @Baldrick1 has mentioned above?

It might be worth doing a full factory reset using the pinhole on the back of the Plusnet router as well if you haven't already 

[#10]

@MatthewWheeler Wonder if it would help if the Ethernet cables connection is checked?

[#11]

Moderator's note:
Thread moved from My Router to Full Fibre

[#12]

@jab1 It might help but generally as a rule of thumb if the Hub Two has a solid orange light on Full Fibre this means that it's detecting a connection between the ONT and itself.

[#13]

Fair enough, @MatthewWheeler . My thoughts were just that maybe the connection wasn't solid enough - I recall when I was on ADSL  that a loose connection between the router and the master socket was an issue for me, sorting that avoided having to call out OR

Another option, based on your tests, would be to try another cable?

[#14]

@JulieD42 

My guess (and it's just that) is that a new router won't fix it but in answer to your question "can I buy a new router" I would go to Argos and buy a "TP-Link Archer AX12 Dual Band Wi-Fi 6 AX1500 Router" currently £50.

It's by no means the newest and greatest router but it would act as an alternative to the Plusnet issued device.

You will need to enter your Plusnet username and password (those you use at the "Member Centre" https://www.plus.net/member-centre/login not this forum).

A bit of help (fairly generic) on using your own router.

https://www.plus.net/help/broadband/broadband-connection-settings/

If it doesn't sort it Argos are good at taking stuff back.

[#15]

Thank you, I’ll try that. In terms of the cable. It hues from the lan port on outreach box to wan port on router. Each end of the cable is red. The lady at Plusnet suggested it was the wire so she had us try another cat 6 Ethernet cable but still the same issue. Should I buy another cable to try? If so which do do I need?

Thank you