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Broadband issues

Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Broadband issues

Hi, my broadband is playing up, I've done all the checks that I'm supposed to do and all the lights are on as they should be, but it's still not working, either not at all or ridiculously slow...
13 REPLIES 13
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Broadband issues

Sorry to hear you're experiencing connection problems.

Can you factory reset your router by pushing a paperclip into the reset hole at the back for 15 seconds letting us know how it goes?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

I have tried this, made no difference.
Gandalf
Community Gaffer
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Posts: 26,563
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Registered: ‎21-04-2017

Re: Broadband issues

In that case we'll need to narrow down where the issue lies by ruling out the router as the cause of the problem.

Can you connect a laptop or PC directly into the Openreach modem setting up a PPPoE connection as explained here?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

It asks for my username and password...are these supposed to be the same for my account?
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
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Registered: ‎21-04-2017

Re: Broadband issues

Yeah the username though would be in the format of yourusername@plusdsl.net

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

Connection failed with error 651
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

Also I'm not even 100% sure I'm using the correct username and password combination as my ex set it up. And I can't reset the password because it tells me the email address is wrong. Which it isn't.
Gandalf
Community Gaffer
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Posts: 26,563
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Registered: ‎21-04-2017

Re: Broadband issues

That's usually a communication issue between the modem and the computer, or incorrect login details.

Are you able to login to the member centre at https://www.plus.net/index_nlp.html using the username (without @plusdsl.net) and the password?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

Ok, I've got the correct details now, trying again.....
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

Still the same error
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
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Registered: ‎21-04-2017

Re: Broadband issues

Are you able to try connecting using those details by logging into your router settings at http://192.168.1.254?

You'll need to plug everything back in how it was first though.

Failing that it may be best to look at trying another router, if you would like a replacement from us I'd recommend contacting our customer options team on 0800 013 2632 as we may need to recontract you to send one out free of charge.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Kingolly
Hooked
Posts: 8
Registered: ‎08-06-2018

Re: Broadband issues

No I can't log into the gateway either. The router's over 4 years old, could that be the problem?
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
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Registered: ‎21-04-2017

Re: Broadband issues

Yeah if you can't log into the router it sounds like that may be the cause of the problem.

If we send you a new router out it'll be an updated version with a modem built into it.

Alternatively, if you prefer to purchase your own, the details here should help you when setting it up.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet