I just lost an evening and nearly a customer thanks to this b*lls up. I can't believe a company with Plusnet's experience can screw up a straightforward broadband installation. The firmware on this router stinks, even without the problem detailed below. This was my 28th Plusnet referal and probably my 100th broadband installation. As I didn't know about the problem I wasted two hours and found out the hard way. The least they could do is put the support phone number on the documentation, cause we're going to need it. Not impressed Plusnet.

From the service status page:

Thomson 4 Port Wireless Router Setup Problems (Ref 54140) - NEW
We are currently investigating reports from some of our customers experiencing problems connecting for the first time with our Thomson 4 Port Wireless Routers.

The routers are from a batch that were sent out towards the end of last week and would be arriving with customers yesterday, tomorrow or Tuesday.

The problem that customers are reporting is that after completing the setup wizard the router is unable to connect. The broadband light on the router remains solid green but the Internet light remains off.

For any customers affected by this problem we would advise doing the following:

Log in the router using your browser at

http://192.168.1.254

If prompted, enter the username and password for the router, by default these will be

username: Administrator
password: the serial number of the router (this is printed underneath)

Note: both the username and password are case sensitive.

Click on Thomson Gateway in the left hand menu.

Under Pick a Task... click Set Up

Click Next, then in the Select a service menu choose "Other" and click Next again.

Enter your broadband username and password leaving the other settings as default. Click Next, Next again on the Wireless Security page, next again on the Access Control page then click Start.

The router will now complete the setup and when you click Finish it should be online.

We are currently working with our suppliers to determine the exact cause of the problem and will post a further update tomorrow.

I had similar problems with the Thomson router recently.
i would agree that it the setup is NOT very good and needs changing.

It needs some usability testing by people not used to this sort of thing.

Hi both,

I'm very sorry for the problems that this caused.

There was an issue with the latest batch of firmware which Thomson applied to our routers.  We've now made sure that this is resolved both with an added insert and a new release of firmware.

We're also making improvements for the next firmware version which will be sent out in January to make setup easier.

Again, I'm very sorry for the hassle that you both went through trying to get the router setup.

Poor customer  service technical problems (voip problems e-mail lost)  is one reason I dont recommend friends and famlies to plusnet anymore!!!

Plusnet in the old days were the best isp going shame its not like that anymore

puddy
ps why I am still a customer ?  its my partner account

I had the same problem and wasted hours trying to solve it. Customer Service did not identify the problem when I initially contacted them. I found the answer here. Customer Service did eventually tell me the right answer, after I had wasted alot of time. I did get an apology from them, but I am not impressed.