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Another Airport Extreme connection problem

danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Another Airport Extreme connection problem

Hello, I recently bought a new Apple Airport Extreme (tower version) in anticipation of a shiny new internet connection. We have just moved into a flat where there was no internet installed. BT engineer came yesterday (a different day to what was scheduled) and as I was at work, agreed to post the new master socket and modem through the letterbox. I have successfully (I think) managed to fit the new master socket and connect cables A/B to the new plate and I have connected up the modem.
Once doing that, I connect the Airport Extreme and do what others have said to do (PPoE and just enter plus net user account and password) but no joy. The modem has the DSL light green and stable, I just can't seem to get anywhere else with it. Apparently, I need a DNS server and my internet connection is non existent and I have entered the incorrect password.
Has anyone had this problem in the past and able to help me out? I opted out of the £5.99 router as I was going to use the Airport Extreme but as this doesn't work, I'm not sure whether theres a problem with the Extreme or with the connection itself.
I would like to stress that I have looked at numerous posts on forums about setting up an Airport Extreme through plus net and other providers and as far as I can see people have had problems but then resolved them.
I am a web developer so I would like to think that I know more than most and really need the internet up and running to start work again!  Undecided
35 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Another Airport Extreme connection problem

Hi danielhand,
I'm sorry to hear that you're having problems. I'll admit that I don't know a vast amount about Apple products. I've checked your line though and can see that the sync rate between your equipment and the cabinet is at full 80/20.
When you're going through the setup procedure, is the username you're putting in: accountusername@plusdsl.net? and your password being your Plusnet account password?
Is the Airport Extreme a Fibre Modem and Router combined?
Chris Pettitt
Cloud Environments Engineer
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Thank you for responding. I have tried myusername@plusdsl.net (obviously with my actual username not 'myusername') with and without my plus net password.
The Airport extreme is not a modem/router combination. I am still using the BT Openreach white box modem for this.
I have tried both PPoE with my plus net username and password as well as just the username on its own. I have also tried DHCP with the IP of the modem (as far as I can tell its the correct address).
There was a mention about DNS servers but when I typed in the DNS servers on the connection information on my account this made no difference but that I think is because it can't see a connection.
As far as my knowledge goes, the green light on the modem means it should work so I'm beginning to think that its the Airport Extreme that has wrong connection details somewhere.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Another Airport Extreme connection problem

You could be right. Is the DSL light on the modem solid green?
Chris Pettitt
Cloud Environments Engineer
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Yes, solid green.
Unfortunately, I opted out of the plusnet router so have no other means of testing the connection
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Another Airport Extreme connection problem

Is this of any help?
http://support.apple.com/kb/HT5303
Chris Pettitt
Cloud Environments Engineer
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Thanks for that. I will give this a go when I am home from work but I feel that this would be connecting the computer straight to the modem and completely by-passing the Airport Extreme.
Would it be possible to get a plusnet router sent to my work address so at least I can narrow the problem down some more?
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: Another Airport Extreme connection problem

The suggestion to try with your PC connected directly to the modem is a test to narrow down the problem, not a long term solution...  If the test works then the issue is down to router config.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Another Airport Extreme connection problem

If we can check that you can connect directly to the modem, I'd be happy to send you out a router if that works.
Chris Pettitt
Cloud Environments Engineer
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Hi Chris,
Thank you for your help. I will try and connect directly to the modem when I get home.
Am I able to PM you or email you direct if this doesn't work to arrange for a router to be sent?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Another Airport Extreme connection problem

Yep - if you drop me a PM I'll get something arranged with you.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Another Airport Extreme connection problem

Quote
I have tried both PPoE with my plus net username and password as well as just the username on its own. I have also tried DHCP with the IP of the modem (as far as I can tell its the correct address).
There was a mention about DNS servers but when I typed in the DNS servers on the connection information on my account this made no difference but that I think is because it can't see a connection.
Just to clarify, you should definitely be using PPPoE with your username@plusdsl.net and passsword ( the one used to access the member centre ). You don't ( shouldnt ) set any DNS server info, they will
automatically be set by the PPPoE connection when (if! ) it connects.
As suggested, checking with a direct connection will confirm that you have the correct details for the PPPoE connection.
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Ok thanks guys.
I'll reset both the modem and Airport back to factory when I get home. Try just to input the username and password in PPoE and leave the rest as it is. I presume, MisterW that it's asking for DNS servers because it can't connect and automatically establish itself?
Community Veteran
Posts: 6,364
Thanks: 490
Fixes: 45
Registered: 30-07-2007

Re: Another Airport Extreme connection problem

Very likely
edit: you might find this http://support.apple.com/kb/PH5099 useful as well. Choose 'Always on' on the connection menu
danielhand
Grafter
Posts: 29
Registered: 05-06-2014

Re: Another Airport Extreme connection problem

Thank you.
I will have another crack at this tonight and let you know how I get on whether it be good or bad lol