Help pls -Router not working after mini power outage.

ccluedo

Hi,
My brother's Plusnet broadband (not fibre) router doesn't work at all ie no lights after a mini power outage last night. 
He is a senior citizen living alone and is not tech savvy. He doesn't have a physical landline or a computer and his mobile has basic minutes and texts only (no data). As u can tell by the above he doesn't use the internet at all, never has and wouldn't know how.
I am the account holder for him but Plusnet just seem to have disappeared off the face of the earth during this crisis. Phone lines no longer answering and just direct u to community pages. Normal submit a question/fault option has disappeared.  No live chat etc available. Pretty poor for a major company to leave the most vulnerable high and dry at this time.   Of course we 100% understand the limitations currently and didn't expect an instant answer but it would be nice to be able to submit the fault even if it takes them a few days or a week to get back to us.  They are after all a tech company so surely should have back up plan in place.
He got broadband put in last year just so he could watch films and sport  .....which is even more essential for him now he is included in the Govt 12 week isolation instruction.
I have spoken to him on his mobile and talked him thru the usual checks that I can think of.
Check wall socket works with a lamp - it does
Try power button on the back.
Try reset button on the back
Reboot etc
Still no lights on router at all. 
Wondering if anyone else who is a lot more tech savvy than me has any other ideas ...or do we just assume router is totally goosed?
Thanks in advance for any advice/help.

victor2

Sounds like it could be fried, or the power supply has died. Is he up to changing the fuse in the plug? Might have to "borrow" a fuse from something else, but it is important to get the same rating fuse, especially as the power supply might have a fault which the fuse is protecting against.

Tech company or not, I doubt any business has a disaster recovery plan that would cover today's situation without any decline in service.

bill888

There are no replaceable fuses with power adapters for Plusnet wifi routers supplied since 2012.

As there are no lights, either the mains power adapter or hub is fried.

If router is less than 12 months old, Plusnet will replace it for free under guarantee.  Otherwise, to get a free replacement, you normally have to agree to sign up to a new minimum term (18 months contract).   All major ISPs are suffering from reduced staffing levels in their call centres under current crisis. 

Alternatively, go shop for a used Plusnet Hub One (ADSL and fibre), or Hub Zero (ADSL only) on ebay. 

A used BT smart hub can be picked up for a tenner and is better than anything Plusnet currently supply.   Or order a 3rd party router from Amazon/Argos/Currys etc.   Customer's Plusnet account username and password will have to be manually entered into any router not supplied directly by Plusnet to the customer.

Go to router subforum for more advice
https://community.plus.net/t5/My-Router/bd-p/Hardware

ccluedo

Thanks Victor.  I'm guessing the plug is a sealed unit as he says he cant see any way to access it
I agree wholeheartedly with your comment re service but closing down every form of communication with them is a wee bit more than a decline in service.  I am aware of other services where ppl can at least submit questions/make enquiries etc  with either a message on screen or vial email saying that due to the current situation it may be some time before the company get back to you etc. More than acceptable v total silence.

ccluedo

Thanks bill888,
I have just left Plusnet last week and still have their router. Mine was for fibre broadband and I know the normal broadband one is different. I could post that one to him if there is a chance that could possibly work?
I'll go ask that on router subforum, tnx for info
EDIT: He has only had it installed since late Nov so PN should supply a new one free but as above, no way of getting hold of them.

bill888

If it is the Hub One (rebadged BT Home Hub 5A), yes it will work on ADSL and FTTC fibre.   

Just need to log into the hub and manually put in account username & password.  You could do this for your brother before posting to him.  Username (eg. myname@plusdsl.net) and password can be saved to hub WITHOUT connecting Hub to phone/broadband line.  Then hopefully, when your brother plugs in the hub, it should log into Plusnet broadband services.

fwiw, you could also ask a Plusnet agent on their forum to add the serial number of your hub to your brother's account.  If the hub is 'reset', the hub should pull your brother's account name  & password and save them to the hub the very first time the hub is connected.  However, agents are a bit thin on the ground looking at their forum so requesting this to be completed could be difficult in next few days.  Any available agents probably busy answering phones.