topic Re: Light on router is blue but no internet connection! in Broadband

Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 22:07:41 GMT

Hi,

The description on this thread is the exact problem we have now but. I thing I try will fix it and there are no solutions on this thread! Does anybody know what I can do to get online?

https://community.plus.net/t5/Fibre-Broadband/Hub-says-connected-but-cannot-connect-to-internet/td-p/1308133

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 22:25:17 GMT

Hello @Bldavies1992

Sorry to hear you can't connect to the internet. Can you login to the router at http://192.168.1.254 and let me know if the status is connected or disconnected?

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 22:38:38 GMT

It says connected and the username is setup@plusdsl.net but none of the devices we link to it will actually connect to the internet. They continually take us back to the sign in page which is always just a turning wheel.

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 22:44:16 GMT

Ah ok. Can you try this guide to see if it helps?

Click on Advanced Settings
Login with your admin password from the back of the router
Click on Continue to Advanced Settings
Select Broadband from the option above
Click Disconnect
Change the username to YourUsername@plusdsl.net
Change the password to your account password
And then click Connect

This should do the trick.

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 22:48:59 GMT

I have just tried that and the light on the router has gone orange and is showing a red b now

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 22:57:41 GMT

Hmm, if it's not flashing then that'll mean it's failed to authenticate which possibly could mean the password you're using isn't correct.

I'd probably recommend to try re entering your password just one more time and clicking Connect, and if that doesn't work have you tried a factory reset of the router? Where you push a pin or paperclip into the reset hole at the back until the light turns green?

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 23:09:07 GMT

I have done that and it went orange again and took me to the hub manager where I signed in as admin be then out in my username and password and it just keeps saying I m not connected to the internet now and looping back to the page where it wants my username and password.

In the meantime I logged into the plusnet site bad the password is definitely correct

The router currently has an orange light and a red b

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 23:11:02 GMT

Hmm. I'm not in the office at the moment so I can't check your account. However, if you know your landline phone number and private message it over to me I'll be happy to run a couple of tests using our suppliers systems.

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 23:13:04 GMT

I have messaged you

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 23:18:41 GMT

Thanks for your PM.

I've run a few tests down your line and I'm not picking up any issues, except when I'm running a log check I'm seeing the username your router is still trying to connect with is SETUP@PLUSDSL.NET

I take it you've replaced the SETUP part with your account username?

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 23:23:40 GMT

Yes I have. I just checked again and it is showing up as my username in advanced settings

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 23:28:21 GMT

Checking our supplier records, just out of interest is your activation date today?

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 23:31:20 GMT

Yes it is, I got a text saying it had been activated at about 4 this afternoon

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 23:33:13 GMT

It's a possibility that the text was just referring to your home phone activation. Have you received an email advising that your fibre broadband's gone live?

If you haven't I would expect it to go live by midnight tonight. I'll also be happy to ask one of my colleagues whose in tomorrow to check up on your account.

Re: Light on router is blue but no internet connection!

Bldavies1992 — Fri, 30 Dec 2016 23:39:47 GMT

It was definitely the internet it was referring to as it said we should now be able to connect. We had the one about the phone on the 19th.

I would be grateful if you could ask and I will try it again tomorrow

Re: Light on router is blue but no internet connection!

Anoush — Fri, 30 Dec 2016 23:46:11 GMT

Ah, I see. I've already fired an email across to my colleague to checkup on your account. I'd also probably advise raising a fault to us at http://faults.plus.net to get things in motion as it can take our faults team a few days to pick up fault tickets.

I hope it gets resolved tomorrow though.

Re: Light on router is blue but no internet connection!

Anoush — Sat, 31 Dec 2016 09:45:39 GMT

Just an update.

My colleague has found that your account wasn't active and has activated it for you.

Your router isn't connecting to your exchange upon retest. Is it still turned on?

Would you also mind private messaging me the text you received from us yesterday at 4?

If we've advised that you should be able to connect then when your account wasn't active I'd like to investigate that.

Re: Light on router is blue but no internet connection!

Terminator — Sat, 31 Dec 2016 18:44:59 GMT

If you're on windows 10 there as been a bug of sorts that wouldn't let you online, think I had it yesterday but I just troubleshot the issue and resolved it in a couple of minutes

Re: Light on router is blue but no internet connection!

Townman — Sat, 31 Dec 2016 19:39:46 GMT

@Terminator That has nothing to do with this problem.

Re: Light on router is blue but no internet connection!

Anoush — Mon, 02 Jan 2017 06:26:23 GMT

Just for clarification and to echo here what's been discussed via PM.

The account didn't activate automatically, however has since been manually sorted.