topic Re: Broadband connected but no internet in Broadband

Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 17:41:24 GMT

My internet went live today (got the text and emails to say so). Came home, plugged router in, waited a while and all the lights went blue. Tried to connect but constantly just get the “login” page pop up which takes me to the hub manager which says it’s connected to broadband.
If I try to close this and go to any other page it says it cannot connect to the server!

I’m losing my mind! Can anyone help?
We have tried to restart too.

Re: Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 17:43:14 GMT

Some screenshots here might help?

Re: Broadband connected but no internet

Mustrum — Tue, 21 Nov 2017 17:55:17 GMT

You will need to log into the router and check the username, offs are its still setup@plusnet or something similar, and means your account has not yet been setup.

Re: Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 17:57:04 GMT

Yes, it does have a setup@ thingy. Hopefully it’s sorted soon! Thank you

Re: Broadband connected but no internet

Mustrum — Tue, 21 Nov 2017 18:00:20 GMT

They normally say it can be done anytime up to midnight. However if a staff member such as @Gandalf who was online earlier sees this post, he may be able to get it activated for you.

Or if you fancy sitting on the phone for a while then support should be able to get you sorted.

Re: Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 18:02:26 GMT

I hope so! Please Gandalf!
I rang but it was 30 minutes wait

As long as I know what’s happening I’m ok!

Re: Broadband connected but no internet

Gandalf — Tue, 21 Nov 2017 20:08:53 GMT

Your orders look to have completed this morning and your account activated too.

It looks like your router wasn't auto-configured to your account before it was shipped from the warehouse. Can you try setting up your router manually by following the below steps?

1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'

Re: Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 20:14:45 GMT

Thank you!!

Re: Broadband connected but no internet

Gandalf — Tue, 21 Nov 2017 20:31:14 GMT

No problems.
I take it that worked?

Re: Broadband connected but no internet

MrsC1985 — Tue, 21 Nov 2017 20:33:37 GMT

It did, thank you very much Gandalf

Re: Broadband connected but no internet

Gandalf — Tue, 21 Nov 2017 20:38:21 GMT

Awesomeness.

Re: Broadband connected but no internet

jagg4960 — Mon, 13 Aug 2018 12:58:48 GMT

Hi Gandalf I am a newbie plusnet user as of today but I have tried inputting the ip address you mentioned in both chrome and IE but page fails to load on both so Ive added it as a safe page on IE and am using my mobile to hotspot to my laptop so all should be fine. My router is new today and probably needs the router manually setting up any idea?

Currently a 20 min wait time to support.

Thanks David

Re: Broadband connected but no internet

jagg4960 — Mon, 13 Aug 2018 13:11:52 GMT

its ok all sorted now thanks for info Gandalf

Re: Broadband connected but no internet

EmilyD — Mon, 13 Aug 2018 14:56:46 GMT

Hi @jagg4960,

I'm pleased to hear that this is sorted for you now. Please let us know if there's anything else that you'd like to discuss.

Re: Broadband connected but no internet

claudiuantonio — Sat, 03 Nov 2018 09:58:46 GMT

Hi Gandalf,
I have the same problem, I set up the router, but I don't have internet access.
I changed the username from setup@plusdsl.net to my username and password, but nothing happens, it doesn't connect anymore and the light on the router is orange and the red b is on.
What can I do to fix it?

Thank you,

Antonio

Re: Broadband connected but no internet

LaurenB — Sun, 04 Nov 2018 18:15:06 GMT

Hi @claudiuantonio, it looks like you have now sorted this as have an active connection, if that's not the case or we can assist further, please just let us know.

Re: Broadband connected but no internet

claudiuantonio — Mon, 05 Nov 2018 11:42:54 GMT

Hi,
I called customer service and after a long wait, they managed to sort it out for me. It wasn't activated from their end.
It works now.
Thank you for your support!

Re: Broadband connected but no internet

BD — Mon, 05 Nov 2018 19:32:40 GMT

Hi @claudiuantonio, I'm glad to hear that the service is all up and running for you now and if there's anything else we can help you with please don't hesitate to get back in touch.