topic Re: It s been 2 days since activation date in My Order

It s been 2 days since activation date

todedacu — Fri, 05 Nov 2021 11:07:12 GMT

It s been 3 days since my activation date and I still have no broadband. Can u run some tests on my line ?

Re: It s been 2 days since activation date

Baldrick1 — Fri, 05 Nov 2021 11:20:16 GMT

@todedacu Welcome to the forum.

Have you received a message saying that the connection is set up and ready for you to connect? If not it's possible that it's been delayed due to the non availability of an Openreach technician on the promised day.

If it has been activated then see if this helps:

If you are a new Plusnet customer and getting a very low download speed the chances are that your hub is not configured correctly and is still at the default settings.

The way that a new service works is that initially Openreach will activate the line. At this point the hub will synchronise with the broadband infrastructure and you may get connected at slow speed. The reason for this is that Plusnet have not activated the service at their end. The way that it’s supposed to work is:

The Openreach installation is completed
Plusnet are advised.
Plusnet set up the account and advise the customer that they can now connect their hub.
The hub autoconfigures by changing the hubs default username and password to the customers personal settings.

This can go wrong.

What to do in these circumstances.

Try a 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.
Leave it 10 minutes or so and see if that fixes it,

If that doesn’t work:

Log in to the hub by putting 192.168.1.254 in the address field of your web browser.
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.
Remove the DSL cable.
Change the username to your account username in the form <username>@plusdsl.net.
Enter your account password.
Plug the DSL cable back in.
If it doesn’t try to connect select Connect (again you may need to look through he pages to find it).

Re: It s been 2 days since activation date

todedacu — Fri, 05 Nov 2021 12:36:25 GMT

I tried your method, still not working. What can I do?

Re: It s been 2 days since activation date

Baldrick1 — Fri, 05 Nov 2021 13:54:28 GMT

@todedacu

To repeat my earlier question: Have you received a message saying that the connection is set up and ready for you to connect?

Re: It s been 2 days since activation date

todedacu — Fri, 05 Nov 2021 14:10:04 GMT

Yes, I called the customer support, and they said it's a faulty line, they need to get it fixed. It's not from me !

Re: It s been 2 days since activation date

TheMightyAJ — Fri, 05 Nov 2021 16:53:57 GMT

Hi @todedacu,

I'm sorry to hear that you've been experiencing issues with the service. I've had a look over this today and I can see that we'll need to arrange an engineer visit to investigate further. I've updated your open fault ticket concerning this, which can be accessed here. Please give us a shout one you've had the chance to read and respond to the ticket and we'll be happy to pick this back up for review as soon as possible.