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New customer cannot connect to internet

Crawfy99
Newbie
Posts: 3
Registered: 12-03-2018

New customer cannot connect to internet

I joined plus met a few days ago and everything has been working fine until sometime today. Now the router says it is disconnected. I’ve reset the connection and it’s reverted to setup@plusdsl.net. Please can someone help - my kids are giving me severe grief!
Thanks
Andy
6 REPLIES
Gel
Seasoned Pro
Posts: 1,474
Thanks: 150
Fixes: 12
Registered: 02-08-2007

Re: New customer cannot connect to internet


Check the Router log in details correspond with those supplied to you by PN. If it's PN's Hub One
router that should be set automatically for you. It's NOT "SETUP@" but your username@ etc.
Check troubleshooting link below too if necessary.

Crawfy99
Newbie
Posts: 3
Registered: 12-03-2018

Re: New customer cannot connect to internet

I’ve managed to get hold of support and they told me the account was in a queues activate state and it would take a couple of hours to clear. That was 7 hours ago and the problem still exists!
Plusnet Help Team
Plusnet Help Team
Posts: 169
Thanks: 55
Fixes: 6
Registered: 07-12-2017

Re: New customer cannot connect to internet

HI @Crawfy99 sorry to hear you was having issues.

 

You look to have an active connection now, is everything OK your end?

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Superuser
Superuser
Posts: 11,081
Thanks: 2,430
Fixes: 22
Registered: 22-08-2007

Re: New customer cannot connect to internet


@LaurenB wrote:

 

You look to have an active connection now, is everything OK your end?


@LaurenB

Is that "active" solely in the context of you can see an active RAS session (which might have been attained by a manual change to the router settings) or consequential to fixing whatever was in habiting auto-configuration?  has the user's router serial number registration been verified?

@Crawfy99

A warm welcome to the forums.  Which router are you using please?  Did you attempt to connect the router BEFORE being advised that the service was active?

Crawfy99
Newbie
Posts: 3
Registered: 12-03-2018

Re: New customer cannot connect to internet

It all appears to be working now, thanks
Plusnet Help Team
Plusnet Help Team
Posts: 6,330
Thanks: 1,719
Fixes: 324
Registered: 21-04-2017

Re: New customer cannot connect to internet

I'm glad to hear that Andy.

Please let us know if you need any further help.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team