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New customer, non-functioning connection

djaykay
Newbie
Posts: 1
Registered: ‎04-08-2015

New customer, non-functioning connection

Hi,
I plugged in my router this evening after being told a few days back that the connection was up and running. It appears it isn't working properly. Broadband light is red and it tells me that I should re-enter the username and password and try again. I did that, plus did a factory reset etc.
I came across an article (http://community.plus.net/library/broadband/broadband-faults-guide-authentication/) and ran the "TAM test"; the 2 auth checks work. I'll log a support call tomorrow (as the online fault reported encounters an error when trying to use it and states I have to call) but this is a woeful new customer experience.
Fallen at the first hurdle. A shambles. Is this normal?
2 REPLIES
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: ‎02-04-2015

Re: New customer, non-functioning connection

I dont know if it is normal - not seen the question on here in the last 3 months or so.
Just to check you are using the correct password for the broadband part
It should be your account user name  i.e. the first part of your Plusnet email address
and the password is the one you use to log into plusnet (not the CP number on the card.
If you have the "welcome to Plusnet" email that will confirm your user name
and if you have got your password wrong you can have it re sent by going to
www.plusnet/forgotpassword
You can always try it in the link at the bottom of my post - see what happens
Plusnet Help Team
Plusnet Help Team
Posts: 5,946
Thanks: 577
Fixes: 216
Registered: ‎01-01-2012

Re: New customer, non-functioning connection

I can see we sorted this for you this morning.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team