New Customer Help
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New Customer Help
25-03-2015 8:33 AM
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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!
Re: New Customer Help
25-03-2015 9:02 AM
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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.
Re: New Customer Help
25-03-2015 9:17 AM
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I have tried and still nothing happening?
Is there anything my end that can be causing this?
Re: New Customer Help
25-03-2015 9:22 AM
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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.
Re: New Customer Help
25-03-2015 9:26 AM
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I will try that when i get back home 🙂
Re: New Customer Help
25-03-2015 9:28 AM
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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
Quote however the internet light remains off!
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.
Re: New Customer Help
25-03-2015 9:30 AM
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To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: New Customer Help
25-03-2015 9:36 AM
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I was going on this.
Quote my router arrived yesterday
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 ?
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.
Re: New Customer Help
25-03-2015 9:45 AM
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dick:quote
Re: New Customer Help
25-03-2015 9:47 AM
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Re: New Customer Help
25-03-2015 9:49 AM
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Like that I hoped! Thanks Chris
Quote How would i be able to check this?
Let's see what Chris's suggestion of tryig the bt test user does .
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.
Re: New Customer Help
25-03-2015 9:52 AM
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Re: New Customer Help
25-03-2015 9:55 AM
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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.
Re: New Customer Help
25-03-2015 10:01 AM
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Surely logging into the modem/router in the Broadband Connection Internet box should show what the failure was (eg.Authentication Failure).
Re: New Customer Help
25-03-2015 10:22 AM
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