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New broadband account not configured

Posts: 1
Registered: ‎17-09-2018

New broadband account not configured

Broadband was supposedly activated Monday but have had no internet since then.
Cannot log in to my hub with my Plusnet details.
Was told that the account would supposedly refresh at midnight Wednesday but nothing has changed.
Have had an open ticket since Monday stating “This customer's account has been activated however no realm is configured in the install diary. Please check which vISP customer is registered to and add the relevant realm in the install diary using the 'Configure Realm' button. Failure to do this can impact the customers management profile” but that is still sitting there unchanged after calling yesterday.
Community Gaffer
Community Gaffer
Posts: 26,594
Thanks: 10,330
Fixes: 1,602
Registered: ‎21-04-2017

Re: New broadband account not configured

Hi there, thanks for contacting us via our community forums.

Sorry to see your account didn't set itself up automatically, I think I've sorted this for you now.

I can see your router is switched on and plugged in but can't see an active connection yet, can you factory reset the router by pushing a paperclip into the reset hole at the back for 20 seconds letting us know how it goes?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi