topic Re: New customer- connected since Monday but no internet. in Plusnet Feedback

New customer- connected since Monday but no internet.

birdistheword — Wed, 23 Dec 2009 10:44:30 GMT

Hello,
I'm in the somewhat crazy position of apprently being connected to your internet services but being unable to use it. I have raised a ticket but have not had a reply in nearly 24 hours.
The router refuses to connect and gives out the error "Connection could not be established: Disconnected by user" when running the routers connectivity test I get the error "No ATM activity detected on your DSL line." and "PPP Your connection is currently down."
I have gone through all the usual diagnostics including swapping microfilters etc and I have even tried an alternate router with still nothing. I have even tried the bt test logins to see whether it was a aunthentication problem.
Am I likely to be able to use my service anytime soon plusnet?

Re: New customer- connected since Monday but no internet.

Mand — Wed, 23 Dec 2009 11:05:39 GMT

Hi there,
I can't see any connection attempts at all in our logs.
Can you PM me with the username and password as they're entered in your router please?

Re: New customer- connected since Monday but no internet.

Oldjim — Tue, 12 Jan 2010 14:16:33 GMT

[Moderator's post by Jim (Oldjim) Some posts split off to here to keep two problems separate. If any are in the wrong place please use Report to Moderator to identify ]

Re: New customer- connected since Monday but no internet.

orbrey — Tue, 12 Jan 2010 16:27:07 GMT

Hi there,
As Mand says, we need to confirm the login details in the router are correct. You need to make sure you have the realm on the end of your username, for example if your Plusnet username was birdistheword you would need to enter birdistheword@plusdsl.net in your router, along with the password you use to log in to our portal.
Please let us know if that hasn't helped,