topic Re: Router in My Router

Router

Katelynmuir23 — Fri, 04 Apr 2025 15:13:07 GMT

So basically I got it installed on Wednesday past and today it will not connect to the internet at all I’ve tried turning it off an on a few times and still nothing

Re: Router

jab1 — Fri, 04 Apr 2025 15:18:14 GMT

@Katelynmuir23 Welcome to the forums. It worked previously? Are you on FTTC or Full Fibre? What colour is the light on the Hub?

Re: Router

Katelynmuir23 — Fri, 04 Apr 2025 15:20:08 GMT

Yes it was working when it was installed and all day yesterday and the light is blue on it

Re: Router

Katelynmuir23 — Fri, 04 Apr 2025 15:21:19 GMT

And full fibre

Re: Router

jab1 — Fri, 04 Apr 2025 15:22:08 GMT

OK. Just a thought - if you check the username on it, does it by any mischance say 'setup@plusdsl.net'?

Re: Router

Katelynmuir23 — Fri, 04 Apr 2025 15:23:46 GMT

What do you mean?

Re: Router

jab1 — Fri, 04 Apr 2025 15:28:15 GMT

If you navigate to this page on the Hub:

What does it say at line 6 'Broadband Username'?

Re: Router

Katelynmuir23 — Fri, 04 Apr 2025 15:34:04 GMT

I can’t even check because it’s saying on my account ‘an error has occurred, you can’t change your products for the moment, our system maybe updating. Please try again later

Re: Router

jab1 — Fri, 04 Apr 2025 15:41:01 GMT

Sorry - the information I am asking for is on your routers pages, not your account.

To get to this page, type '192.168.1.254' - without the quote marks - into your address bar, press 'enter' and follow the prompts.

Re: Router

Longliner — Fri, 04 Apr 2025 17:33:58 GMT

As John says, log onto your router, you may need the password which you will find as "Admin password" on the pullout tab on the back of your router, below the Wireless Password.

Michael

Re: Router

Windings — Sat, 05 Apr 2025 14:13:11 GMT

@Katelynmuir23 Hi there, I've taken a quick look into your account to see what's going on. From what i can see, your router is in need of a manual authentication as it seems the router is currently displaying the 'setup' profile.

I did try to give you a quick call to run through fixing this with you, sorry if i called at a bad time. The forum members would be able to run you through this manual authentication but equally you can give our tech team a call, they'll also be able to run you through this.

The number for our tech team is 0330 1239 123 and they are available Monday-Sunday 8am-8pm.

All the best

Re: Router

jab1 — Sat, 05 Apr 2025 14:18:02 GMT

@Windings To save trouble, would a rest of the Hub invoke TR069 and force the update? I was going to suggest that the next time the OP posted.

Re: Router

Windings — Sat, 05 Apr 2025 14:23:35 GMT

@jab1 We can always give it a try, typically when we perform a TR069, we have to confirm the router serial number at the same time just incase the warehouse have sent out the wrong router attached to the customers account.

Re: Router

jab1 — Sat, 05 Apr 2025 14:28:26 GMT

Fair enough - just that we have seen many instances of the auto-setup failing for some reason, and a reboot sorting it - if it doesn't work, then yes it needs a bit more work.

Re: Router

jab1 — Sat, 05 Apr 2025 14:37:25 GMT

@Katelynmuir23 To perform my suggested reboot, push a paper clip or similar into the reset hole on the rear of the Hub until it goes green, release it, and wait until it goes blue again, then check what is shown at line 6 - it should be <yourusername>@plusdsl.net

Re: Router

Dan_the_Van — Sat, 05 Apr 2025 14:52:56 GMT

@Katelynmuir23

If the reset does not work this is how to make the manual change

Click on this link http://192.168.1.254 i in a browser this should take you to the Home page.

Navigate from the Hub two Home page to >Advanced settings >Broadband

To change the Broadband username and password the hub has to be in the disconnected state.