topic Re: Joining plus net in Plusnet Feedback

Joining plus net

Nayfus — Sat, 21 Feb 2015 16:50:20 GMT

It's not been a great experience so far. Left fibre BT to join, service was meant to start on Friday, after trying and failing to setup the router contacted customer service who ran some tests and informed me they don't know what's wrong and will investigate and get back to me in 72 hours. In the meanwhile I'm left without any internet access for the weekend. Not an auspicious start

Re: Joining plus net

Chris — Sat, 21 Feb 2015 16:53:52 GMT

I see you migrated in from BT Fibre. Did an engineer come out and install a modem and is that currently connected with our router?
If not, have you reconfigured the BT router to use your plusnet username and password - this should help explain how to do that: http://community.plus.net/forum/index.php/topic,113872.0.html

Re: Joining plus net

Nayfus — Sat, 21 Feb 2015 18:34:45 GMT

No engineer came out, I have a separate open reach modem and had a bt home hub 3. I received only a new router from plus net which I've plugged into the open reach modem which I then configured to use my plusnet username and password. With the help of one of your colleagues I tried to setup a connection directly with the openreach modem ie bypassing the router but that did not work either. I get an authentication error as the message. My guess is that my account is perhaps not fully activated as I had working fibre line already it can't a line issue(but that's conjecture on my part))
Frustrating as it's the weekend., ho hum

Re: Joining plus net

PeterLoftus — Sat, 21 Feb 2015 19:21:06 GMT

If you use the PN router with the OR modem then its plug and play no setting required. My guess is that the service isn't activated as you suspect.

Re: Joining plus net

MatthewWheeler — Mon, 23 Feb 2015 10:06:55 GMT

Sorry to see that you were without internet over the weekend.
Fingers crossed the engineer who goes out this afternoon gets your issue resolved.