topic New customer trying to connect for the first time but getting no internet access on any device in Broadband https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926540#M358058 Hello, we received the go ahead the the broadband was ready to use yesterday. Got the blue light on the router indicating it is connected and all devices say they are connected to the WiFi but there is no internet access on any device, no webpage will load just an error message appears to check your router. I have tried all the recommended methods, rebooting router, rebooting devices etc and it is plugged into the master socket. I have tried again today and its still not working.<BR /> Sat, 24 Jun 2023 17:30:49 GMT Nichouse 2023-06-24T17:30:49Z New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926540#M358058 Hello, we received the go ahead the the broadband was ready to use yesterday. Got the blue light on the router indicating it is connected and all devices say they are connected to the WiFi but there is no internet access on any device, no webpage will load just an error message appears to check your router. I have tried all the recommended methods, rebooting router, rebooting devices etc and it is plugged into the master socket. I have tried again today and its still not working.<BR /> Sat, 24 Jun 2023 17:30:49 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926540#M358058 Nichouse 2023-06-24T17:30:49Z Re: New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926542#M358059 <P><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/122165">@Nichouse</a> Welcome to the forums. What is the EXACT error message? Can you check that the username and password on the Hub is yours, and not 'setup@plusdsl.net'?</P> Sat, 24 Jun 2023 17:36:24 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926542#M358059 jab1 2023-06-24T17:36:24Z Re: New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926546#M358060 Thank you for your message <BR /><BR />The exact error message is: <BR />'This site can’t be reached<BR />The connection was reset.<BR />Try:<BR />Checking the connection<BR />ERR_CONNECTION_RESET' <BR /><BR />I have just checked and the username is 'setup@plusdsl.net'. Can I change this? <BR /><BR />Thanks Sat, 24 Jun 2023 18:20:45 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926546#M358060 Nichouse 2023-06-24T18:20:45Z Re: New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926549#M358061 <P>That explains it all. Yes, the username needs to be yours, in the format 'yourusername@plusdsl.net', with the password being that which you chose at account setup, and <STRONG>without</STRONG> the quote marks.</P> <P>Exactly when did you receive the notification you were good to go?</P> Sat, 24 Jun 2023 18:25:25 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926549#M358061 jab1 2023-06-24T18:25:25Z Re: New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926552#M358063 Thank you, I have changed it to our username and it appears to be working. <BR /><BR />I received the go ahead around 12 noon yesterday and tried to set up around 5 pm. <BR /><BR />Thank you for your help Sat, 24 Jun 2023 18:32:07 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926552#M358063 Nichouse 2023-06-24T18:32:07Z Re: New customer trying to connect for the first time but getting no internet access on any device https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926553#M358064 <P>Good to hear you have it going. As an aside, it is an idea to give it up to 11.59PM on the go-live day to allow all the PN back-end to complete.</P> Sat, 24 Jun 2023 18:34:42 GMT https://community.plus.net/t5/Broadband/New-customer-trying-to-connect-for-the-first-time-but-getting-no/m-p/1926553#M358064 jab1 2023-06-24T18:34:42Z