Hi,
A warm welcome to the forums. Have you followed the router set up instructions and checked the user account details? There are three possibilities facing you...
- There is a phone line / service fault
- The account has not yet been activated
- The router has not self configured with YOUR account details
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.
To check the account status, log into the user portal at http://plus.net and check the account settings - they should confirm if the account has been activated. Also look at your support tickets - see the link below.
If it looks like the account is activated, either do a factory reset on the router (see the instruction leaflet) or set the account details up manually, following the instruction leaflet.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
