topic Re: When do I go live? in Full Fibre

When do I go live?

PaimK93 — Fri, 12 Nov 2021 11:15:46 GMT

Today is my live date but even though my router is on and on the correct colour, I am not receiving internet and when I try and connect via phone etc I’m prompted to connect . It then says I am already connected and nothing happens.

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 11:35:35 GMT

Have you had notification by email or text from Plusnet that your service is fully functional? It can take up to midnight of the day you receive that notification for the system to become operational.

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 11:49:46 GMT

Thank you for answering me No ihaven’t, I was just told on the phone when I first signed up that it would instantly connect once I put my new router on.

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 11:59:24 GMT

OK. Next question, which I should have asked last time, which Hub do you have?

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:05:49 GMT

I’m not too sure 😂 I swapped from TalkTalk to PlusNet and I’m still adjusting to it all.

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 12:07:41 GMT

It will be identified on a label on the rear/underside.

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:14:12 GMT

Thank you! It says Hub One

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 12:16:42 GMT

OK - Can you post the Help Desk information from it? The picture below should show you where to find it.

Re: When do I go live?

Dan_the_Van — Fri, 12 Nov 2021 12:26:03 GMT

@PaimK93

It could be your router has not configured correctly or your account is not ready, try these steps

On the Home page under My Services you will see the current Broadband Username. If it’s setup@plusdsl.net then it has not been configured by PlusNet authorisation systems.

First try a factory reset of the hub by pushing a paperclip or similar into the reset hole and hold the switch closed for at least 20 seconds, the LED should turn green and then release

Leave the Hub One for around 10 minutes and check Home page for correct Broadband Username <your username>@plusdsl.net

If it still shows setup@plusdsl.net follow these steps.

Navigate from the Home page to >Advanced settings (you will be required to enter the Hub One admin password this found on bottom of the Hub or card with WiFi password).
Click on Continue to Advanced Settings then >Broadband >Internet

This page details your broadband Internet Connection Configuration.

Click on disconnect, if this does not work it may be necessary to remove the DSL cable.
Enter your correct username <your username>@plusdsl.net and password.
Plug in DSL cable (if removed) and click on Connect
Check your Hub One has logged on to the correct Broadband Username

Hope this helps.

Dan

@jab1 I update the instructions for a Hub One.

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:29:23 GMT

It won’t let me put in an image but I have the information

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:30:07 GMT

It doesn’t load anything when I put that into my search bar

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:32:36 GMT

I have uploaded on my profile

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 12:38:36 GMT

@Dan_the_Van Thanks - will adjust my 'standard response' accordingly.

@PaimK93 Sorry, but I don't understand any of your later responses.

Re: When do I go live?

dvorak — Fri, 12 Nov 2021 12:41:11 GMT

@jab1 the user posted it onto their profile rather than post, can be see here:

https://community.plus.net/t5/user/viewprofilepage/user-id/107526?lightbox-user-images=35109iC9B19D4D95174D1C

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 12:42:32 GMT

Sorry, I’m not very good at this. I have just received an email stating that I am live however that is still not the case. I have also reset my router but it is now orange with the red “b” symbol

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 12:43:03 GMT

@dvorak Doesn't seem to want to load for me?

Re: When do I go live?

dvorak — Fri, 12 Nov 2021 12:55:17 GMT

I've added it in here @jab1

@PaimK93 can you do another screen shot now you're seeing that issue, as it looked ok from the one above.

Re: When do I go live?

jab1 — Fri, 12 Nov 2021 13:01:37 GMT

Cheers @dvorak .

@PaimK93 I cannot see any major problem there, but a couple of observations (1) your software version needs updating - a request posted in this topic https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510 should suffice, and (2) your download SNR figure could possibly do with being increased.

Re: When do I go live?

PaimK93 — Fri, 12 Nov 2021 13:02:15 GMT

I have uploaded the new screenshot.

Re: When do I go live?

Dan_the_Van — Fri, 12 Nov 2021 13:04:00 GMT

@PaimK93

What is the Broadband Username setup@plusdsl.net or yours?

Dan