New Customer Help

[#1]

Hi all,
I have just moved into a new home and have been having a nightmare getting the internet (currently a month without!)
My Plusnet has been activated and my router arrived yesterday, I have followed all the instructions in the guide that comes with it, however i cannot get it to connect.
The broadband light is on steady green indicating that it has connected to the exchange, however the internet light remains off!
I have manually entered my username and password (at least 5 times!) but it still does nothing
Plusnet have raised a log with the fault team who should come back to me within the next 72 hours but i was wondering if anybody on here has had a similar problem?
I cant be too frustrated with plusnet yet as they have only just taken over the service but after nearly a month without internet im starting to get a bit fedup!

[#2]

I've just had a look over your account and can't see any obvious problems that may be causing this. One of my colleagues did place an order to update the 'realm' you connect to in order to ensure this is set correctly for your line, but that completed.
Can you try connecting up again, ensuring the username you enter into the broadband username section on the router has the @plusdsl.net part on the end.

[#3]

Chris,
I have tried and still nothing happening?
Is there anything my end that can be causing this?

[#4]

If the username and password are entered correctly then there shouldn't be anything else you need to do.
Could you try updating the username to the following (the password can be anything)
bt_test_username@plusdsl.net  - you probably won't be able to browse, but the internet light should go green if it connects.
If that fails try:
bt_test@startup_domain - again the light should go green.

[#5]

Thanks Chris,
I will try that when i get back home 🙂

[#6]

Quote

however the internet light remains off!

That sounds slightly odd!, assuming it's a standard PN router wouldn't you normally expect it to be either GREEN when ok OR RED if authentication is failing. OFF sounds like the router is configured ( or connected ) incorrectly and it's not even trying to establish a connection

[#7]

I was thinking they aren't using a PN supplied router so TR069 won't apply.

[#8]

Quote

my router arrived yesterday

I was going on this.
If it is a PN router, could it possibly be incorrectly configured for Fibre rather than ADSL and so is trying to make the ppp connection via the WAN port ?

[#9]

How would i be able to check this?
dick:quote

[#10]

The dispatched router is showing as an ADSL one, rather than an FTTC one.

[#11]

Quote

How would i be able to check this?

Like that I hoped! Thanks Chris
Let's see what Chris's suggestion of tryig the bt test user does .

[#12]

Haha Chris didnt dissapoint then! 🙂

[#13]

The CRT rarely do, they're a pretty good bunch.

[#14]

IIRC, it might depend on the circumstances if/when the Red light doesn't remain after a while, well on the 582n anyway.
Surely logging into the modem/router in the Broadband Connection Internet box should show what the failure was (eg.Authentication Failure).

[#15]

The internet light doesnt come on at all, like its not even trying to connect