Fibre Broadband problems and how to fix them
Just a reminder, this guide is for customers with a Fibre package that doesn’t include a phone line service.
If you think there's an issue with your connection, it’s a good idea to try switching your hub off and back on again to see if it helps restore service.
Wait five minutes or so after powering it back up and recheck the connection.
If things still aren’t working check what the lights on the front of your hub are doing. To check what your hub lights mean and what to do next see our router set up guides.
You’ll also find this information in the printed set up guide that came with your hub.
If you're having problems setting your hub up for the first time, or you’ve accidentally changed a setting you think might have broken something, then it might be worth trying a factory reset. Use a paper clip, pen, or something pointed to press in the reset pinhole button on the back of the hub.
Keep the button pressed for 20 seconds. The lights on the front of your hub will eventually flash or change colour. After releasing the reset button, your hub will go through a sequence similar to what you would expect if you had just powered it on.
Wait five minutes or so after powering it back up and recheck the connection.
Keep in mind that if you do this, it'll completely restore your hub to the settings it had when it arrived. If you've made specific changes to your settings, they'll need to be made again.
Check you’ve plugged the broadband cable with the grey ends into the grey socket on your hub. Make sure the other end is plugged into the broadband socket on your master socket with a filter (if needed).
Your master socket is a small, square white box and usually the one where your broadband connection enters your home.
It may have also been used as a phone socket in the past. Master sockets are often found in a front room or hallway.
Make sure your cable is fully pushed in. You’ll hear a click as they lock into place.
If you're connecting your computer to your hub with an Ethernet cable, (yellow ends) check it's plugged into the right socket.
Plug one end into your device and the other end into one of the Ethernet ports on the back of your hub.
If you've got a double master socket (one with two cord sockets) you can connect your router directly, without using microfilters. Just plug your hub into the socket labelled ‘ADSL’.
If you have a single master socket, you'll need to connect your router through a microfilter which we sent you. Plug your filter into the master socket, then plug your router cable into the ‘ADSL’ socket.
Plusnet Fibre is a broadband only package so doesn't need a landline. Please make sure you unplug your phone to avoid any interference with your connection.
If you're using WiFi, there's two things you need to keep in mind. Where's best for both your broadband and your WiFi signal. Here are some tips to help you decide.
Best for your broadband signal
First of all, find your master socket. Your master socket is a small, square white box and usually the one where your broadband connection enters your home.
It may have also been used as a phone socket in the past. Connecting your hub to the master socket will provide the best broadband performance.
Best for WiFi signal
For the strongest connection, it's best to put your hub:
- out in an open space in your home or office, that's not on the floor
- close to your computer (somewhere central in your home or office is best)
- away from any thick walls, metal objects or electrical appliances
Don't worry if you can't do them all, but do as many as you can.
Try more tips for getting a better WiFi signal.
Hopefully this has now fixed the problem you were experiencing.
Still having an issue? Just report a problem, and our Faults Team will look into this for you.
After you’ve fixed a problem, it can sometimes take a while for your speed to return to normal. Things might seem a little bit slow, but it will be fine within three days. Take a look at our guide on broadband speeds for more info.
If you've tried all our tips and tests and think you may have a broadband fault, please report a problem to us.
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