Broadband issues

[#1]

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...

[#2]

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?

[#3]

I have tried this, made no difference.

[#4]

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?

[#5]

It asks for my username and password...are these supposed to be the same for my account?

[#6]

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

[#7]

Connection failed with error 651

[#8]

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.

[#9]

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?

[#10]

Ok, I've got the correct details now, trying again.....

[#11]

Still the same error

[#12]

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.

[#13]

No I can't log into the gateway either. The router's over 4 years old, could that be the problem?

[#14]

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.