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New customer - no internet

Mophie13
Newbie
Posts: 1
Registered: ‎28-02-2019

New customer - no internet

Hi there

 

We joined PlusNet after moving to a new house and was told the internet would be up and running around midnight 27th after someone came round to install on 26th February. We have had the router on and set up, with the power, wifi and broadband working, but the 'Internet' light has yet to turn on. Our devices can pick up the router fine, but we are not connected to the internet. Is there any way we can find out why this is? Thanks!

 

Edit: We've also tried turning it on and off, as well. Forgot to add that.

3 REPLIES 3
Gel
Aspiring Champion
Posts: 2,340
Thanks: 300
Fixes: 29
Registered: ‎02-08-2007

Re: New customer - no internet

DS
Seasoned Champion
Posts: 2,307
Thanks: 504
Fixes: 22
Registered: ‎06-01-2017

Re: New customer - no internet

To add ....

was told the internet would be up and running around midnight 27th

But have you received 'your service(s) are now ready' notification(s) from Plusnet?

The go live date can slide due to other factors.

OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: New customer - no internet

Hi @Mophie13, thanks for your post.

 

We're sincerely sorry to hear that you're not able to connect as yet.

 

I've had a check of the connection and there definitely seems to be something out of place somewhere as I'm getting a couple of red lights on testing, although our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.

I'd recommend starting with basic checks here.

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here.

If the problem still persists from here we will go down the route of raising a fault to our suppliers for further investigation.

 

Please let us know how you get on.