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I can only access the PN site - any suggestions why

123cae
Newbie
Posts: 4
Registered: 03-10-2012

I can only access the PN site - any suggestions why

Hi, New to the board and no technical knowledge so would like some help.
When I tried to connect to the internet this morning the PN Broadband Setup page came up not my usual home page (I have been a customer for well over two years).  The set up page showed 'getting ready gathering info about your set up' and has never moved on from that.
I tried the PN site and found I could log on to my account and access all of this but any attempt to get a web page brought me back to PN Broadband set up.  I logged into the router and that shows I am connected and the green lights are all solid.  I have tried turning off the router for twenty minutes, no joy.  A diagnostic test just comes up with 'You might need to sign up with this network Internet Service provider to get access to the Internet' well as far as I know I am.
I did raise a ticket early this morning but have had no reply yet so any suggestions of what else to try would be most welcome.
Thank you
8 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: I can only access the PN site - any suggestions why

Suggest phoning on  0800 432 0200 or 0345 140 0200
123cae
Newbie
Posts: 4
Registered: 03-10-2012

Re: I can only access the PN site - any suggestions why

Thanks for the suggestion, I have just checked the waiting time to get through and it runs at over 34 minutes, it would drive me mad if they played music.
I rather feel like PN have cut me off for some reason, I don't understand why I am no where near my limit for the month and bills are always paid by DD.
Thanks for the number Old Jim.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I can only access the PN site - any suggestions why

Hi,
I can give you a call in 15 minutes if that is of any use to you?
Chris Pettitt
Cloud Environments Engineer
123cae
Newbie
Posts: 4
Registered: 03-10-2012

Re: I can only access the PN site - any suggestions why

That would be great Chris, thanks
123cae
Newbie
Posts: 4
Registered: 03-10-2012

Re: I can only access the PN site - any suggestions why

Super service Chris many thanks for the call and sorting out the problem so quickly.
Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I can only access the PN site - any suggestions why

No problem, glad we managed to get you sorted out  Cheesy
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 4,837
Thanks: 117
Fixes: 24
Registered: 14-07-2009

Re: I can only access the PN site - any suggestions why

Quote from: 123cae
Super service Chris many thanks for the call and sorting out the problem so quickly.

What was the solution?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I can only access the PN site - any suggestions why

It looked as though some work had been carried out in the area the previous night and the router had some problems authenticating correctly. Very strange that access to our website and Community Forums were still accessible - most likely the DNS settings just not playing ball once the work had been completed.
A router set up resolved the issue Smiley
Chris Pettitt
Cloud Environments Engineer