topic Re: Broadband activation in My Order

Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 09:57:39 GMT

I’ve had a text this morning saying that my phone line is now live and ready to use. How long will it take now until my broadband is also ready to use and I was told that today would be my activation date. Any help would be most appreciated

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 10:11:42 GMT

@bjgmortimer16 Your broadband connection can go fully live any time up to midnight of activation day.

Re: Broadband activation

adam945 — Fri, 24 Dec 2021 11:59:27 GMT

Looks like your service is now up and running @bjgmortimer16

Both phone and broadband orders are now complete

Re: Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 15:19:54 GMT

My plusnet router is all up and running, the light is blue and there are no orange or red broadband lights showing however I don’t seem to have any internet connection. Every time I try to connect to the wifi I am receiving a pop up saying this;

SERVICE INFORMATION

You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.

Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.
Or
You have attempted to access an invalid Service Provider domain, check your user details.
Or
You are testing your connection using bt_test_user@startup_domain. Please proceed to next step as advised by your Service Provider
Or
You are testing your connection to your service provider using bt_test_user@domain. where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.
Or
The access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider

Page maintained by BTWholesale

How do I fix this because I do not want to be without broadband over Christmas.

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 15:24:55 GMT

@bjgmortimer16 No guarantee this will work, but I suspect that for some reason your username/password has not been properly changed. Try this:

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

Re: Broadband activation

bmc — Fri, 24 Dec 2021 16:45:43 GMT

@bjgmortimer16

Have you changed the WiFi settings on your devices? With a new router you'll have a new WiFi network.

Brian

Re: Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 20:29:57 GMT

I have completed all of these steps and I’m still receiving the same error code when I’m trying to set up my connection. I have factory reset the router twice and this hasn’t helped solve the issue either so I’m unsure what to do from here.

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 20:32:30 GMT

Silly question, possibly, but does your Hub appear in the list of available connections?

Re: Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 20:46:11 GMT

Yes it does appear

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 20:49:47 GMT

OK - have you clicked it and entered the wireless key?

As resetting the hub hasn't helped, have you tried the second option in the message I posted earlier?

Re: Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 21:26:01 GMT

Yes I’ve done both and I’m still receiving a blue light on my router but not able to access the internet due to the service information error message.

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 21:28:30 GMT

OK, it still sounds like an authentication problem to me, but realistically only Plusnet would be able to confirm that, and I have a feeling they won't be around tomorrow, at least.

Re: Broadband activation

bjgmortimer16 — Fri, 24 Dec 2021 21:31:10 GMT

Thank you for all of your help, hopefully someone at PN can get this fixed for me asap.

Re: Broadband activation

Mustrum — Fri, 24 Dec 2021 21:58:14 GMT

It sounds like the account automation has not completed, if it is not working in the morning I would call PN.

Re: Broadband activation

jab1 — Fri, 24 Dec 2021 22:02:55 GMT

If they are in @Mustrum , I agree - see my last post. 😀

Re: Broadband activation

Mustrum — Fri, 24 Dec 2021 22:12:41 GMT

@jab1 You are right, but are open again on Sunday:

https://www.plus.net/contact-us/

Re: Broadband activation

adam945 — Sun, 26 Dec 2021 10:56:04 GMT

Hello @bjgmortimer16

I'm really sorry to hear that you're having problems with your connection. While the order to provide the service has completed on our suppliers end, and the component is active on ours, the circuit remains out of sync.

Saying that, a KBD line test this morning is saying that the source of the issue is within the customer premise, so I'd like to establish what your set up is like.

Is your router connected into the main master socket in the property? Or do you use any sort of extensions?

If you're already connected directly into the master socket, are you able to remove the faceplate, and connect directly into the test socket which lies behind it?

Re: Broadband activation

Dan_the_Van — Sun, 26 Dec 2021 11:54:45 GMT

Hi @adam945

Looking at post 4 it would suggest the router has connected to something as the light is blue, I recall seeing a similar post before with this error message where it turned out the wrong phone line / phone number was connected to the property.

Maybe dialling 17070 on a landline phone might help to prove this?

Dan.

Re: Broadband activation

adam945 — Sun, 26 Dec 2021 12:15:18 GMT

Good point @Dan_the_Van, apologies, I did overlook that.

Looks like a BTW fault to me, I've now raised it to them and have created an open fault ticket on the account @bjgmortimer16

Our Technical Support Team will continue to monitor and update you on the open ticket, but if you have any further questions at all, please feel free to reach out.

Re: Broadband activation

bjgmortimer16 — Sun, 26 Dec 2021 12:44:46 GMT

Do you know how long it is going to take to resolve this issue? I work from home and need access to the internet. Is this an issue that is going to require an engineer to come out and resolve?