Broadband Connectivity (82855) - UPDATE


Posted on: Friday 19 September 2014, 11:02

This is an update to our previous posts regarding the drop in a significant number of customer sessions across our broadband network.

Please see below an amendment to step 3:

If you are still struggling to connect please following these steps in the order stated below:

1) Rebooting your router by powering it off, this does not apply to Fibre modems only to the router, for a minimum of 5 minutes before powering it back up and attempting to re-establish a connection to the Internet.

2) If customers are unable to re-connect automatically following the reboot please try to manually re-connect by following the steps outlined on

3) If the steps above have not worked please try 'factory resetting' your Plusnet router. Please only follow this step if you are using a router supplied by Plusnet. Use a paperclip, pen or pointed object to press into the reset pinhole on the back of the router. Keep the button pressed in for at least 7 seconds. When the power light goes red, release the button and wait until the power light turns green again.

Apologies for the inconvenience caused.

Kind regards,

Linn Karstrom
Customer Relations

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