fibre system down for 2 days

[#1]

have performed quite line check...all ok

was woking all ok upto 2 days ago

only thing i have done is reset my ipad

[#2]

In that case, @jetsetjim , providing that is the BT hub 5's IP address - and I don't know - then as @Townman has suggested, the issue is somewhere within your home environment, quite possibly something to do with the hub.

[#3]

Do you only have an iPad?

Are you sure it has connected to WiFi?

What details do you see if you click the i (info) symbol on the iPad network details?

[#4]

... thinking about it ... how are you posting here?

[#5]

@Townman Earlier, the OP stated 'via my sons phone'.

[#6]

In which case, he must still be there and might be able to assist us?

[#7]

I did ask earlier, but had no reply.

[#8]

son back in London

do you think prob cub be ipad.....which i have reset ?

[#9]

OK, so presumably you are posting from your iPad, using mobile data? In answer to your question, no, it is nothing to do with the iPad, and all to do with something around your Hub area, but without some information from the Hub, there is very little other Community members can do.

[#10]

I'm coming late to this but a thought. Resetting the Hub will probably have put the wifi password back to the BT default. The OP is saying that he cannot access the hub by wifi. So question: is the wifi password held on the iPad the same as the default wifi password on the Hub?

[#11]

Good thinking, @BrightonRock . Very likely the factory reset of the Hub will have wiped the OPs Plusnet credentials from it, but as I said above, I suspect he is currently using data on the iPad, which will ignore any Wi-Fi settings?

[#12]

@jab1

Yes, the OP seems to be using data to post here; he must be, if his internet connection is down. But if he is trying to access the Hub from his iPad that needs wifi to the Hub. I agree that the PlusNet credentials will probably have been lost in the reset but (of course) the OP needs to get into the Hub to put them back.

@jetsetjim

Just to check: are you trying to access your Hub using your iPad?

I don't want to complicate things but, if so, does the iPad see the SSID (the network name) for the Hub when you look for networks? .

Another question: Do you know if the wifi password was ever changed from the default that the Hub is expecting? Either way, it may be worth putting the default password into the iPad afresh (assuming you are indeed using the iPad to access the Hub) and see if that allows you to see the Hub..

[#13]

It's difficult to know what we are looking at here.  Only the top iPads have mobile network connectivity.  If the iPad is connecting over 4G then at that time it will not be able.to access the router.

[#14]

@Townman  Mobile Data can be turned off on the settings page but i seem to remember when I had a sim card in mine that local Wi-Fi would take preference.

[#15 · Accepted solution]

Hi @jetsetjim,

I'm sorry to hear that you experienced these issues. I've had a look at your account this morning and I can see that after speaking to a member of our support team, everything is back up and running as it should be. Just give us a shout if there are any further problems and we'll be more than happy to help wherever we can