My router has broken

[#1]

Thank you. Ok here is the page I get in advanced settings. 

[#2]

@MatthewWheeler 

PPP Sending PADI (PPPoE Active Discovery Initiation)

Is there an outage somewhere the Hub two is unable to make a PPPoE connection.

I doubt a replacement router will fix this issue

EDIT: the retries are every 5 seconds, these would result in the ONT LAN led to flicker as the same interval

[#3]

@JulieD42  Your router is not broken, how Plusnet can say your line is fine when it obviously isn't is unbelievable. The router is not connecting to the Plusnet network. A different router will not help. You need to get back to support and ask them to do some proper diagnostics. Unfortunately phone support staff will probably not have a clue what to do.

[#4]

That is my thoughts too, @RealAleMadrid . This needs the attention of someone - not phone support - who has an idea of what they are doing.

[#5]

To be fair, Plusnet have taken action.

---

@JulieD42 wrote:
We can’t get an engineer out until Thursday.

[#6]

When I called Plusnet yesterday she did a line test and said it was working fine, I was on the phone for over an hour and nothing she told me to do worked. She said because there were three green lights on the outreach box then it wasn’t a line issue and apparently she tested my line and it was fine. She’s booked an engineer, but she doesn’t know what the problem is. She is suggesting it’s an internal problem not an external problem.

[#7]

But who do I ask for when I call them? They’ve booked an engineer in but that’s Thursday which is not great when we have to do things from home. 

[#8]

@JulieD42 If the 'line is fine', but you are not connecting to the Plusnet network, then it suggests the fault is somewhere external to you, in my opinion. Someone more 'network savvy' may be able to explain further.

[#9]

Agree, this is sounding like some sort of routing problem, either in Openreach or Plusnet. My fear is that the Plusnet agent has booked a Qube technician rather than reporting a fault to Openreach.

@JulieD42 

Can you share any details of the Thursday appointment?

Another, very long shot. You haven't by any chance changed your account password? Can you stil log in to your Plusnet account?

[#10]

Another thought, although I don't know if it applies to FTTP, could it be a 'stale session' issue?

[#11]

either in Openreach or Plusnet

Its in Openreach, there's no PADO response to the PADI. The PPPoE discovery goes nowhere near the Plusnet network.

Can you share any details of the Thursday appointment?

If its a Qube engineer , its a waste of time!.

[#12]

If its a Qube engineer , its a waste of time!.

You can say that again, @MisterW !

[#13]

@JulieD42 do any of your neighbours have Full fibre (with any ISP) ? and is theirs working ?

[#14]

No, nothing changed. All that happened was my husband went behind the tv, he untangled all the wires behind there then plugged them back in and that’s when the WiFi stayed with the issue.

Oh it is a Qube engineer. I’ve just read the email.

Thank you for your patience.

We have identified an issue which requires an in-home engineer to attend your property. We have booked the appointment for the engineer to arrive between 08:00AM and 10:00AM on 12/12/2024.

We will be back in touch as soon as we have an update.

Please accept our apologies for any inconvenience caused.

Fault Symptom: No Sync

Qube Reference: EBS707848006

Email Reference: FAULTS7

Kind regards,