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Broadband connected but no internet

FIXED
MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Broadband connected but no internet

My internet went live today (got the text and emails to say so). Came home, plugged router in, waited a while and all the lights went blue. Tried to connect but constantly just get the “login” page pop up which takes me to the hub manager which says it’s connected to broadband.
If I try to close this and go to any other page it says it cannot connect to the server!

I’m losing my mind! Can anyone help?
We have tried to restart too.
13 REPLIES
MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Re: Broadband connected but no internet

Community Veteran
Posts: 1,501
Thanks: 240
Fixes: 31
Registered: 13-08-2015

Re: Broadband connected but no internet

You will need to log into the router and check the username, offs are its still setup@plusnet or something similar, and means your account has not yet been setup.

MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Re: Broadband connected but no internet

Yes, it does have a setup@ thingy. Hopefully it’s sorted soon! Thank you
Community Veteran
Posts: 1,501
Thanks: 240
Fixes: 31
Registered: 13-08-2015

Re: Broadband connected but no internet

They normally say it can be done anytime up to midnight. However if a staff member such as @Gandalf who was online earlier sees this post, he may be able to get it activated for you.

Or if you fancy sitting on the phone for a while then support should be able to get you sorted.

MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Re: Broadband connected but no internet

I hope so! Please Gandalf!
I rang but it was 30 minutes wait Sad

As long as I know what’s happening I’m ok!
Plusnet Help Team
Plusnet Help Team
Posts: 8,371
Thanks: 2,570
Fixes: 416
Registered: 21-04-2017

Re: Broadband connected but no internet

Fix

Your orders look to have completed this morning and your account activated too.

 

It looks like your router wasn't auto-configured to your account before it was shipped from the warehouse. Can you try setting up your router manually by following the below steps?


1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Re: Broadband connected but no internet

Thank you!!
Plusnet Help Team
Plusnet Help Team
Posts: 8,371
Thanks: 2,570
Fixes: 416
Registered: 21-04-2017

Re: Broadband connected but no internet

No problems. Smiley
I take it that worked?
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
MrsC1985
Hooked
Posts: 6
Thanks: 2
Registered: 21-11-2017

Re: Broadband connected but no internet

It did, thank you very much Gandalf Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 8,371
Thanks: 2,570
Fixes: 416
Registered: 21-04-2017

Re: Broadband connected but no internet

Awesomeness. Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jagg4960
Newbie
Posts: 2
Registered: a week ago

Re: Broadband connected but no internet

Hi Gandalf I am a newbie plusnet user as of today but I have tried inputting the ip address you mentioned in both chrome and IE but page fails to load on both so Ive added it as a safe page on IE and am using my mobile to hotspot to my laptop so all should be fine. My router is new today and probably needs the router manually setting up any idea?

Currently a 20 min wait time to support.

 

Thanks David

jagg4960
Newbie
Posts: 2
Registered: a week ago

Re: Broadband connected but no internet

its ok all sorted now thanks for info Gandalf

Plusnet Help Team
Plusnet Help Team
Posts: 340
Thanks: 129
Fixes: 26
Registered: 26-03-2018

Re: Broadband connected but no internet

Hi @jagg4960,

 

I'm pleased to hear that this is sorted for you now. Please let us know if there's anything else that you'd like to discuss.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team