New customer trying to connect for the first time but getting no internet access on any device

[Nichouse]

Hello, we received the go ahead the the broadband was ready to use yesterday. Got the blue light on the router indicating it is connected and all devices say they are connected to the WiFi but there is no internet access on any device, no webpage will load just an error message appears to check your router. I have tried all the recommended methods, rebooting router, rebooting devices etc and it is plugged into the master socket. I have tried again today and its still not working.

[jab1]

@Nichouse Welcome to the forums. What is the EXACT error message? Can you check that the username and password on the Hub is yours, and not 'setup@plusdsl.net'?

[Nichouse]

Thank you for your message

The exact error message is:
'This site can’t be reached
The connection was reset.
Try:
Checking the connection
ERR_CONNECTION_RESET'

I have just checked and the username is 'setup@plusdsl.net'. Can I change this?

Thanks

[jab1]

That explains it all. Yes, the username needs to be yours, in the format 'yourusername@plusdsl.net', with the password being that which you chose at account setup, and without the quote marks.

Exactly when did you receive the notification you were good to go?

[Nichouse]

Thank you, I have changed it to our username and it appears to be working.

I received the go ahead around 12 noon yesterday and tried to set up around 5 pm.

Thank you for your help

[jab1]

Good to hear you have it going. As an aside, it is an idea to give it up to 11.59PM on the go-live day to allow all the PN back-end to complete.