Help with lose of connection

I am asking this question on behalf of my uncle. He joined plusnet in august after I recommended him to plusnet he was sent out one of the thompson wireless routers and everything has been ok up till yesterday when he lost connection. He phoned up plusnet who told him to log into the speedtouch home page so he could confirm the username and password and gave him the address http://192.168.1.254 but when he tries to do this he gets the page not found message. Anyone got any ideas, could it be a faulty router. I must had he's powered down the router and he is using an ethernet cable to connect to the router he has already tried wirelessly with no success. Any help would be appreciated.

Hiya,

It sounds like it's possible that the router has died.

What are the lights on the front of it doing? Are they all normal?

Based only on what you've said, I would certainly suspect the problem lies with the home setup, and not with the Plusnet connection itself. If he cannot communicate with the router, he will not be able to get through it to the outside world.

Is there any chance he could borrow another router to test with? I know this is not always easy - PN sometimes seem to assume everyone just has a spare router kicking around, or can easily borrow one - which wasn't the case for me, when I had similar troubles. I was very reluctant to shell out for a new one, without PROOF the first one was faulty. But eventually a replacement router did fix the problem.

I don't know where you stand if it's a PN-supplied router. How long has he had it?

From my perspective it sounds like the computer has lost the ability to communicate with the router (and hence the inability to connect to http://192.168.1.254).

I think it'll either be an internal network or router issue.

I can only tell you what he's told me over the phone. I asked him if all the lights were on, on the router and he said yes. When he first told me about the problem the only light that wasn't lit was the ethernet light but I told him to plug the ethernet cable in to see if he could connect through that which also put the ethernet light on. But has I said before no joy. And no he doesn't know anyone who can lend him a router and I live a fair distance from him so I can only help over the phone.

I had the same problem last night with my Netgear Router - although all the lights were green I lost all internet connectivity (I could still access the network) but I couldn't access the router via the web interface.
A router switch off and then on again fixed it - I have no idea what had gone wrong

Can I also had, that if I asked my father who lives near to my uncle to try his laptop connected to this router via the ethernet cable and he can't log onto the homepage, then can we assume it is a faulty router. My father can't lend out his router has he is on virgin so hasn't got one.

Can you get him to try rebooting the router first please?

He's tried rebooting the router a couple of times but still will not work.

Sorry James I was answering oldjim. Has I say he has tried rebooting the router a few times.