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Broadband username and password no internet

Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Broadband username and password no internet

I have moved into my new address and the live date was yesterday but I still have no internet connection. Technical support have tried to talk me through this but on the hub it is not accepting my broadband username and password. I've checked them and the technical support reset my password but it's still not working although entered correctly. Can someone help me please.
13 REPLIES 13
Townman
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Re: Broadband username and password no internet

Hello, a warm welcome to the forums.

 

For the avoidance of presumption, exactly what password is not being accepted?  Can you please be specific about what you can do?  In this context there are a number of steps which might fit your description...

  1. You cannot get the WiFi pass phrase accepted
  2. You cannot log into the router
  3. You cannot get your PlusNET account (domain name) / password into the router
  4. You can do (3) but it does not connect

3. Is typically encountered if the password has special characters.  There are some characters which are permissible in user passwords on the user portal which cannot be entered into the router’s internet connection details screen.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Re: Broadband username and password no internet

Hi, number 2 I can't log into the router.
Baldrick1
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Re: Broadband username and password no internet

@Claireold 

To log in to the router you type 192.168.1.254 into the address field of your web browser. The password that you enter is the admin password on the label on the back of the router, not your account password.

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Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Re: Broadband username and password no internet

Hi, thanks for the reply but nothing comes up when I type that into the web address only "site cannot be reached"
Baldrick1
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Re: Broadband username and password no internet

@Claireold 

Which web browser are you using? Also are you entering the address in the address field at the top of the browser page, not a search field as sometimes added by the likes of Google?

Have you tried either flushing the browser cache or trying a different browser?

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Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Re: Broadband username and password no internet

Hi, yes I've tried in a different browser, on my phone too and cleared cache but it still says that the site can't be reached
Baldrick1
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Re: Broadband username and password no internet

@Claireold 

This is weird, can you post a screenshot of the web page so that we can see?

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Claireold
Hooked
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Registered: ‎26-01-2022

Re: Broadband username and password no internet

Thanks for your help by the way. I have attached a screenshot

Baldrick1
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Re: Broadband username and password no internet

@Claireold 

Are you trying to connect by wireless?

If so, have you first connected to the router wireless SSID in your device available wireless settings? Have you tried a wired Ethernet connection?

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Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Re: Broadband username and password no internet

Hi, yes sorry that was my personal hotspot which is why I was getting the error. I can access the plusnet hub but when I enter my broadband username and password in the attached screenshot it doesn't do anything? It just says check username and password.

Townman
Superuser
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Re: Broadband username and password no internet

After putting in the password did you click connect?

What colour lights is the router showing?

Have you reflected on issue 3 above?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Baldrick1
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Re: Broadband username and password no internet

@Claireold 

Right. Assuming that the password is correct then something has gone wrong at the Plusnet end. 
You can check that the password is correct by seeing if you can log in to your Plusnet account.

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Claireold
Hooked
Posts: 7
Registered: ‎26-01-2022

Re: Broadband username and password no internet

Yes I can log into my Plusnet account with the password so I know that is correct. It's an orange light with a red flashing B. Plusnet are going to send an engineer out tomorrow morning but thanks for your help.