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Authentication failure

rogerx1
Grafter
Posts: 27
Thanks: 4
Registered: 10-11-2014

Authentication failure

Looking through the forums, this is a common problem with new customers that needs addressed (and I am the latest victim)
Both my phoneline and broadband have been transferred from SKY today in line with the email I received stating today would be the day.
My router/modem is now connecting to plusnet and DSL synching up fine - (it even appears to have downloaded my user id/password from plusnet) but I cannot use it because of an authentication failure.
Response from PlusNet is that my order is for tomorrow and will be complete by midnight tomorrow.
As the connection has clearly been changed is it that difficult to activate an account? And wouldn't these problems be solved by activating accounts a little time in advance of the expected connection?
5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,646
Thanks: 640
Fixes: 162
Registered: 05-04-2007

Re: Authentication failure

Whilst we can activate accounts early, we don't do it by default as this also means starting to charge the account early. I'm going to activate your account now so you should be able to get online shortly assuming the order has completed.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
rogerx1
Grafter
Posts: 27
Thanks: 4
Registered: 10-11-2014

Re: Authentication failure

Thanks for your help Chris - up and running immediately.
Just a pity this didn't happen automatically or get resolved through the traditional support channels.
zen135
Dabbler
Posts: 12
Registered: 11-11-2014

Re: Authentication failure

I'm also facing the exact same issue. Can someone please activate my internet?
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Authentication failure

Hi @zen135
Sure, your order broadband order has actually completed so I'veactivated the account for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
zen135
Dabbler
Posts: 12
Registered: 11-11-2014

Re: Authentication failure

Excellent. It's working now. Thanks!