No Broadband or Internet light

[#1]

Hi, I'm using Plusnet supplied BT openreach modem which connects to the 2704n router. Today the internet stopped working suddenly. There is only the LAN and power LED on the modem and only the power, WiFi and two LAN lights on the router (PC + Modem ports). None of the cables have been swapped and I've tried reboots and resets through the browser interface. I've also tried a third party router, which has the same issues (using PPPoE and my login details).

Does anyone have any suggestions?

Thanks,
Tin

[#2]

@Tin1  Welcome to the forum.

Do you have a dial tone on your phone? If not then report a phone fault to your phone provider if not Plusnet. Otherwise report a fault to to https://faults.plus.net.

You can also try the mobile phone bot, see here:  https://community.plus.net/t5/Service-Information/How-to-get-help-with-your-service-during-the-bad-w... 

[#3]

Hiya @Tin1, 

Welcome to the forums and I am sorry for the issue you are experiencing. I can see you contact our team over the phone and we found that your connection is being affected by an external issue. 

Our faults team will keep you updated via the ticket here and we are due an update by midnight on the 30/3/22. Please drop me a message if you haven't had an update by then and I will chase it for you. 

[#4]

Hi, could I check an engineer is looking into the problem today? My partner works from home and has been unable to do so since Monday morning.

Assuming this is not resolved today is it possible to supply us a simcard with unlimited data for hotspot purposes until the issue is resolved?

Tin

[#5]

Still no internet, any updates please?

[#6]

Hey tin1, thanks a lot for getting in touch and I'm really sorry to hear that you're still having issues. I'm not dismissing the fact that you don't have broadband at the moment, but do you have a dial tone on the phone line? If so, I'll close the phone fault on the account down and will get a broadband fault raised. 

A broadband line test is inconclusive at the moment, so there's definitely something wrong.