Plusnet Hub One Flashing Orange Light

[#1]

Hi Jayne,

Thanks for your patience whilst I did some work on this.

I'm having issues submitting this via the normal channels, so I've escalated this to our suppliers as a manual fault - the way that the fault will be dealt with won't change, it just means I get your information and the fault status to the people who need it.

I'll ask my colleagues to keep an eye on this over the weekend, otherwise I'll pick it up on Monday when I'm in at 2pm.

Best wishes

Dave

[#2]

Hi @Jayne_with_a_Y

Thanks for your patience whilst I liaised with our suppliers on this one.

Just to let you know that an engineer is due to attend the fault today, so I'm expecting progress to be made towards a resolution accordingly.

I'll update you as soon as I know more.

Best wishes

Dave

[#3]

@RandallFlagg well today has been and gone and our connection is still largely unusable... any news? Patience now starting to wear a little thin!  

[#4]

Sorry to hear this, Jayne.

I'll ask one of my colleagues on the earlier shift to pick this up for you as a priority in the morning and feed back accordingly.

Thanks

Dave

[#5]

I've been chasing this up with our suppliers and I've been advised that an engineer is scheduled to go out today to investigate further. We'll update you when we know more.

[#6]

@Gandalf

Seems to be a remarkable improvement and so thanks for your help with this. However, it does feel like the support engineer we spoke to 10 days ago could have put this all into motion and saved everyone's time and effort as opposed to just blaming us (the users) and the router.

Thanks, Jayne

[#7]

Just for comparison, here is what the help desk info is now:

1. Product name:	Plusnet Hub
2. Serial number:
3. Firmware version:	Software version 4.7.5.1.83.8.237.2.2 Last updated Unknown
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 06:40:44
6. Data rate:	12674 / 45919
7. Maximum data rate:	12487 / 61410
8. Noise margin:	6.0 / 6.1
9. Line attenuation:	19.9 / 18.4
10. Signal attenuation:	19.8 / 18.4
11. Data sent/received:	1.3 GB / 8.0 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	34:6b:46:50:f1:08
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

[#8]

Hi Jayne.

I'm glad to see that your speeds have improved now, though they're still below where we'd expect them to be and our tests are showing a high resistance problem on the line which we'd need to arrange an engineer visit to investigate further.

But first to rule out any internal wiring affecting your connection could you try the steps here letting us know once you've completed it and we'll retest your line and see if the fault is still present.

[#9]

@Gandalf

Yep all checked and seems fine. We have a master socket with 2 sockets and the router is plugged in directly with a short patch lead. 

Jayne

[#10]

Thanks Jayne, could you try plugging the router into the test socket behind the bottom half of the faceplate?

[#11]

@Gandalf @RandallFlagg

Sorry no, I can't connect to the plug under the front face plate as there is no RJ11(?) under the plate; there is only a normal telephone socket. The cable from BT wall box to the router has RJ11(?) at both ends.

The only way I could make the connection to the socket under the plate would be to use a microfilter as an adapter; is that what you want?

Jayne

[#12]

Yep if you use a microfilter you'll be able to plug the router into the test socket in the centre.

Let us know once you've done this.

[#13]

@Gandalf

Hi there, took a few mins for the router to obtain a new broadband connection but now seems ok. Connected to the master socket under the front cover via a microfilter.

Jayne

[#14]

Thanks Jayne. Our tests are showing the same fault. Can you reply to this ticket https://www.plus.net/wizard/?p=view_question&id=186163487 with your availability for an engineer to visit nudging us over here once you've done so? 

[#15]

@Gandalf

I have replied to the ticket...

"There is normally someone available here on Mondays & Fridays. Tomorrow (18th Jan) morning or evening will be fine as will the following Monday (21st).

I'm being advised by yourselves there is a fault present and so, no, I will not accept a charge if no fault is found."

Thanks, Jayne