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I ordered a router and the engineer beat it to it..

Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

I ordered a router and the engineer beat it to it..

Today is my 'activation day' and the engineer has come as planned but my router has not. I am stuck without a modem and find this ridiculous because Plusnet already delayed it by 8 days! I'm paying for a service that I haven't even used yet..
12 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I ordered a router and the engineer beat it to it..

Hi Kakranj,
I'm really sorry to hear that you've not received your router yet Sad
I've just checked on your account and I can see that it hasn't been dispatched, this is due to an error on our systems. The engineer will still be able to complete the installation of the service. I have posted the router off for you which has been sent First Class via Royal Mail.
When the engineer has completed the installation, you should be able to connect one Computer/Laptop directly to the modem as per this guide: http://community.plus.net/library/broadband/fibre-help-how-to-set-up-a-pppoe-dialler-in-vistawindows...
I'll look into why this process failed. Please accept my apologies for the inconvenience caused.
Chris Pettitt
Cloud Environments Engineer
Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

Re: I ordered a router and the engineer beat it to it..

Thanks for ordering it, hopefully you find the bug. The engineer already came and done what he needed to do so that's all I'm waiting for.
Also, that guide you sent me; how would I know what my username and password are?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I ordered a router and the engineer beat it to it..

I'm glad the engineer carried out what was required.
The username would be:
Username: accountusername@plusdsl.net
Password: Your Plusnet account password
The username will be the account username you made up when you signed up with us followed by the @plusdsl.net
Chris Pettitt
Cloud Environments Engineer
Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

Re: I ordered a router and the engineer beat it to it..

Connected but every minute it drops?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: I ordered a router and the engineer beat it to it..

It should connect permanently - I can see the drops, the line needs to settle, so please keep trying and let us know if this continues.
Chris Pettitt
Cloud Environments Engineer
Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

Re: I ordered a router and the engineer beat it to it..

It's stabilised and now drops after every 5-10 minutes.
Terranova667
Aspiring Pro
Posts: 1,273
Thanks: 68
Fixes: 3
Registered: 19-02-2014

Re: I ordered a router and the engineer beat it to it..

a drop every 5 - 10 minutes isn't stable, the engineer if he or she did the job fully should have tested the line and would have seen a problem,  clearly another case of lazy engineer syndrome which doesn't help you as another will most likely need to be sent out to fix what ever is causing you to drop. 
Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

Re: I ordered a router and the engineer beat it to it..

Maybe it could because I just ordered the internet or should this be no excuse?
Terranova667
Aspiring Pro
Posts: 1,273
Thanks: 68
Fixes: 3
Registered: 19-02-2014

Re: I ordered a router and the engineer beat it to it..

no excuse if all was fine you should have no drops at all something isn't right and needs looking at.
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: I ordered a router and the engineer beat it to it..

It could be a PC issue rather than a VDSL issue but obviously if you plug in your router and it carries on dropping then you have a problem.
Some PPPoE connections by default have a timeout where they will disconnect if there has been no activity but I've not tried a direct PPPoE from the PC so I can't tell you if this might be the case.
Kakranj
Newbie
Posts: 9
Registered: 27-05-2014

Re: I ordered a router and the engineer beat it to it..

Kind of gotten better now, hasn't dropped and it's been 30 minutes.
Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: I ordered a router and the engineer beat it to it..

Fingers crossed it has stabilised - keep us updated on here though if there are issues Smiley