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Light on router is blue but no internet connection!

Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Light on router is blue but no internet connection!

Hi,

The description on this thread is the exact problem we have now but. I thing I try will fix it and there are no solutions on this thread! Does anybody know what I can do to get online?

https://community.plus.net/t5/Fibre-Broadband/Hub-says-connected-but-cannot-connect-to-internet/td-p...

19 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Hello @Bldavies1992

 

Sorry to hear you can't connect to the internet. Sad Can you login to the router at http://192.168.1.254 and let me know if the status is connected or disconnected?

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

It says connected and the username is setup@plusdsl.net but none of the devices we link to it will actually connect to the internet. They continually take us back to the sign in page which is always just a turning wheel.
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Ah ok. Can you try this guide to see if it helps?

  1. Click on Advanced Settings
  2. Login with your admin password from the back of the router
  3. Click on Continue to Advanced Settings
  4. Select Broadband from the option above
  5. Click Disconnect
  6. Change the username to YourUsername@plusdsl.net
  7. Change the password to your account password
  8. And then click Connect

This should do the trick.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

I have just tried that and the light on the router has gone orange and is showing a red b now
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Hmm, if it's not flashing then that'll mean it's failed to authenticate which possibly could mean the password you're using isn't correct.

 

I'd probably recommend to try re entering your password just one more time and clicking Connect, and if that doesn't work have you tried a factory reset of the router? Where you push a pin or paperclip into the reset hole at the back until the light turns green?

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

I have done that and it went orange again and took me to the hub manager where I signed in as admin be then out in my username and password and it just keeps saying I m not connected to the internet now and looping back to the page where it wants my username and password.

In the meantime I logged into the plusnet site bad the password is definitely correct

The router currently has an orange light and a red b
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Hmm. I'm not in the office at the moment so I can't check your account. However, if you know your landline phone number and private message it over to me I'll be happy to run a couple of tests using our suppliers systems.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

I have messaged you
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Thanks for your PM.

 

I've run a few tests down your line and I'm not picking up any issues, except when I'm running a log check I'm seeing the username your router is still trying to connect with is SETUP@PLUSDSL.NET

 

I take it you've replaced the SETUP part with your account username?

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

Yes I have. I just checked again and it is showing up as my username in advanced settings
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

Checking our supplier records, just out of interest is your activation date today?

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

Yes it is, I got a text saying it had been activated at about 4 this afternoon
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: Light on router is blue but no internet connection!

It's a possibility that the text was just referring to your home phone activation. Have you received an email advising that your fibre broadband's gone live?

  

If you haven't I would expect it to go live by midnight tonight. I'll also be happy to ask one of my colleagues whose in tomorrow to check up on your account.

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
Bldavies1992
Hooked
Posts: 8
Registered: 30-12-2016

Re: Light on router is blue but no internet connection!

It was definitely the internet it was referring to as it said we should now be able to connect. We had the one about the phone on the 19th.

I would be grateful if you could ask and I will try it again tomorrow