New customer - No working internet
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- Re: New customer - No working internet
18-03-2021 10:48 PM
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Have received an email this afternoon advising my service has gone live. Set up my router and lights all green but the service won’t work when connected via an Ethernet cable to my laptop or just on Wi-fi on another device. After entering the router password I get a service information message with 5 possible problems. Any ideas on how to fix this?
Thanks
Fixed! Go to the fix.
Re: New customer - No working internet
18-03-2021 11:33 PM
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What are the five possible problems?
It is likely either the account is not set up completely, or username or password not right.
Re: New customer - No working internet
19-03-2021 7:04 AM
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As @Mustrum says - it can take up to midnight on 'activation day' for all the account components to become fully integrated and the connections completed.
Re: New customer - No working internet
19-03-2021 7:32 AM
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Same error this morning and this is what it says;
SERVICE INFORMATION
You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.
Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.
Or
You have attempted to access an invalid Service Provider domain, check your user details.
Or
You are testing your connection using bt_test_user@startup_domain. Please proceed to next step as advised by your Service Provider
Or
You are testing your connection to your service provider using bt_test_user@domain. where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.
Or
The access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider
Page maintained by BTWholesale
Any ideas?
Re: New customer - No working internet
19-03-2021 7:39 AM
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@Danielf What username is showing if you log into your router? Is it your account name or 'setup@plusdsl.net'?
Re: New customer - No working internet
19-03-2021 7:51 AM
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Re: New customer - No working internet
19-03-2021 7:55 AM
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Re: New customer - No working internet
19-03-2021 7:56 AM
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@Danielf It should be your username. Disconnect the DSL cable, change the username to that which you agreed with Plusnet, and ensure the password is also that agreed, save and reconnect the DSL cable. What is showing?
Re: New customer - No working internet
19-03-2021 9:02 AM
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I’ve changed the username but having put in the password when I try to save it and reconnect it just keeps reverting back to the former password (I can tell as it’s much shorter). So now left with my username and an incorrect password as it won’t save.
Re: New customer - No working internet
19-03-2021 9:08 AM - edited 19-03-2021 9:10 AM
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OK. It is a very long time since I had to do this, but if you have definitely entered the correct username and password, what now happens if you try to connect to the internet? (BTW the username should be in the format username@plusdsl.net)
The username and password save together, so something doesn't sound right.
Re: New customer - No working internet
19-03-2021 9:20 AM
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Actually changed my password online to ensure I’m getting it right. Updated username and password and appears to save it all when reconnecting. Then no internet. Check back on the username and password and it’s my username but the old short password again already set when I received it. Seem to be going round in circles. What I don’t understand is why this router had someone else’s log in details to begin with. Could it be faulty and a return?
Any other ideas?
Re: New customer - No working internet
19-03-2021 9:59 AM
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Sorry - I'm out of ideas, and to be truthful this is something I'm no expert at - I last set a router/connection up maybe 5 years ago, then left it alone.
Maybe @Mustrum will come back with an idea?
19-03-2021 10:08 AM
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Well may to clear a couple of things up:
1. Forget the password asterisks, they don't match password characters.
2. Do a factory reset on the router, username should revert to setup etc - if your account is live PN automation should change it to the correct one.
3. Which router?
4. if still not working, give PN a call.
Re: New customer - No working internet
19-03-2021 10:11 AM
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Re: New customer - No working internet
19-03-2021 10:45 AM
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Thanks again!
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