topic Re: Broadband not active 3 days over scheduled date in My Order

Broadband not active 3 days over scheduled date

kyleahouston — Fri, 10 Sep 2021 19:14:31 GMT

Hi,

My broadband was scheduled to activate at midnight on 07/09 but currently no confirmation text, my account informs me that broadband good to use but connection still inactive. Can someone help shine some light on what’s going on please?

Re: Broadband not active 3 days over scheduled date

jab1 — Fri, 10 Sep 2021 20:03:35 GMT

@kyleahouston Welcome to the forums. It could be that the automatic configuration didn't quite work - try this:

1. Factory reset of the hub by pushing a paperclip or similar in to the reset hole and hold the switch closed for about 30 seconds.
2. Leave it 10 minutes or so and see if that fixes it,

If that doesn’t work:

3. Log in to the hub by putting 192.168.1.254 in the address field of your web browser.
4. On the broadband page (I think, you may need to look through the pages to find it, depending on which hub you have) you should find the username. If it’s setup@plusdsl.net then it hasn’t configured itself.
5. Remove the DSL cable.
6. Change the username to your account username in the form <username>@plusdsl.net.
7. Enter your account password.
8. Plug the DSL cable back in.
9. If it doesn’t try to connect select Connect (again you may need to look through he pages to find it)

If it doesn't work, come back and say so.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Fri, 10 Sep 2021 20:49:47 GMT

Thanks jab1! I’ll give these instructions a go 🤞

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 13:49:29 GMT

Hey, still no success

The router was indeed set as setup@ so I swapped out to my username@ and tried adding my plusnet account password? When I click connect I get a screen refresh with no password being added in the input and no connection on router - please help as so frustrated end ready to give up

Re: Broadband not active 3 days over scheduled date

jab1 — Sun, 12 Sep 2021 13:58:04 GMT

Very strange, @kyleahouston - those instructions have worked perfectly for a very large number of users with this issue.

I appreciate it is a pain, but can you run the process again, but double check that the issue hasn't been fixed after steps 1 & 2.

If you still have problems, post back.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 14:03:05 GMT

Broadband light is flashing red also

Re: Broadband not active 3 days over scheduled date

jab1 — Sun, 12 Sep 2021 14:05:26 GMT

Run the first two steps, and see what happens - I suspect you have entered an incorrect password.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 14:05:55 GMT

Ok let me check!

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 14:06:44 GMT

Can you confirm the password I’m using should be my main plusnet account password or the router wireless password ?

Re: Broadband not active 3 days over scheduled date

jab1 — Sun, 12 Sep 2021 14:08:21 GMT

The password associated with your account - nothing to do with the router.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 14:13:02 GMT

Ok I factory reset then logged back into my router and changed the username and password to my own settings but still disconnected

Re: Broadband not active 3 days over scheduled date

jab1 — Sun, 12 Sep 2021 14:14:38 GMT

Strange. I will tag @Gandalf (PN staff) - maybe he can see something.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 14:17:10 GMT

Thanks, red broadband still flashing on router with main orange light

Re: Broadband not active 3 days over scheduled date

Mustrum — Sun, 12 Sep 2021 14:42:46 GMT

Is your phone line working ?

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 15:34:13 GMT

Phone line should be active, our BT contract was deactivated a few days before we “connected” with plusnet. We had no issues with BT over the 18 months

Re: Broadband not active 3 days over scheduled date

Mustrum — Sun, 12 Sep 2021 15:41:08 GMT

Yes, but is it working?

How was it "deactivated"? If you had cancelled then PN cannot activate it until the cease order has completed.

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 15:41:22 GMT

How can I test this? I don’t have a phone I can plug in

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 15:43:49 GMT

From BT:

What's happening
We'll stop your:
phone line on 27 Aug 2021
broadband on 27 Aug 2021

How do I activate the phone line? What is a cease order?

Re: Broadband not active 3 days over scheduled date

Mustrum — Sun, 12 Sep 2021 15:47:51 GMT

Did you go to BT and cancel your previous service, or did you ask BT to take over your BT service?

Re: Broadband not active 3 days over scheduled date

kyleahouston — Sun, 12 Sep 2021 15:50:11 GMT

I contacted BT via their chat and asked them to schedule the cancellation of my contract, they required a months notice which took it up til 27/08 - what do I need to do here to get this sorted?