topic Re: Authetication issues in Broadband

Authetication issues

Dorotka — Sat, 03 May 2025 12:56:23 GMT

Im a new customer to Plusnet and Ive recieved my hub two router in the mail plugged it in like said in the manual and turned it on to it showing a static orange light. I contacted customer support and followed their steps to authenticate my router as I didnt know I needed to do that but and it seems like there are some issues with authentication as my plusnet username and password are all correct but every time I press connect it shows disconnected with a green tick next to it. We got sent a new router after trying everything else like factory reseting and plugging it in and out and the new router does the same thing. This makes me assume that either the password or the account name is wrong but plusnet customer support is saying its right? Im also getting an engineer sent out this Tuesday but Im not sure if he will be able to do anything if it IS an authentication issue.

Re: Authetication issues

MisterW — Sat, 03 May 2025 13:12:13 GMT

@Dorotka

This makes me assume that either the password or the account name is wrong but plusnet customer support is saying its right?

You can check the account name & password are correct by trying to login to the member centre portal https://www.plus.net/member-centre/login ( note that the username for the portal does not need the @plusdsl.net suffix that is used in the router )

Having checked that, factory reset the router (hold the reset button for 30 secs) , its status should go through a flashing orange, steady orange, blue. It will then self configure with your correct account details, and then in a few minutes, reboot and go through the sequence again.

Let us know how that goes and whether the correct username is now showing in the router gui

Re: Authetication issues

Dorotka — Sat, 03 May 2025 16:12:04 GMT

Yes I have checked the password and username and wrote it in the broadband settings after factory reseting (the status went green then static orange) and tried to connect and still says disconnected. I have also tried reseting the password and it still says disconnected.

Re: Authetication issues

redsox9 — Sat, 03 May 2025 16:27:14 GMT

@Dorotka

Make sure your password ends with @plusdsl.net

Re: Authetication issues

redsox9 — Sat, 03 May 2025 16:30:53 GMT

Sorry, I meant your user name should end @plusdsl.net

Re: Authetication issues

IMM — Sat, 03 May 2025 16:34:57 GMT

Beaten to it.

Re: Authetication issues

Dorotka — Sat, 03 May 2025 17:09:02 GMT

Yeah I have been doing that still doesnt work

Re: Authetication issues

MisterW — Sat, 03 May 2025 17:39:48 GMT

settings after factory reseting (the status went green then static orange

if it never went blue after a factory reset,the it's nothing to do wth your username & password! Basically it's a BT wholesale problem, the circuit hasn't been provisioned correctly!

Re: Authetication issues

Dorotka — Sat, 03 May 2025 17:41:25 GMT

I see so the engineer will fix it?

Re: Authetication issues

Dorotka — Sat, 03 May 2025 17:42:14 GMT

I see so the engineer will fix it or can I in some way?

Re: Authetication issues

MisterW — Sat, 03 May 2025 17:44:49 GMT

There's nothing you can do, ther engineer OUGHT to be able to fix it! Just don't let him try and blame the router..

Re: Authetication issues

Dorotka — Sat, 03 May 2025 17:48:09 GMT

I see okay thanks a lot