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New line authentication fails

nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

New line authentication fails

My switchover from Sky happened early this morning, I have changed the username and password in the router but it just will not authenticate, the line is synced it just fails at authentication.
11 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New line authentication fails

We've only received notification of the phone completing, not the broadband yet. It's set for today but can complete any time up until midnight.
If you like I can activate your account on our systems and that *might* allow you to connect, however it would also kick the billing off (1 month from today).
Let me know if you want to give it a try.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

If its due to go live today anyway I say go for it and activate my account
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New line authentication fails

OK, that's done. Give it a go.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

Sorry for the late reply I got called into work, anyway just tried it and it still won't authenticate.
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

Well its gone midnight and its still not working, looks like Open reach have screwed me for the second time in a month.
cedlor
Grafter
Posts: 683
Thanks: 2
Registered: 02-04-2015

Re: New line authentication fails

Just to check you are using the correct  broadband username - first part is same as first part of your plusnet email
and password is the same as the one you use to log into plusnet site. Will show on the "welcome" email you got
So  username@plusnetdsl.net 
You can check you username by trying to sign in to the link at the bottom of my post  and if there is any chance you have forgotten
your password you can get a reminder www.plusnet/forgotpassword
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New line authentication fails

Right, so the phone order has completed. At 8 minutes past midnight we received a notification of delay:
13/08/2015 00:08:00 Delay Received  101019  KCI-3 (Order Completed) Delayed in Processing.. Review On 17-08-2015 Completion Planned Date : 12/08/2015
In experience this is the last stage of the process and could complete any time up until the review date provided. Sorry it's not better news.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

This is unbelievable, this is the second activation in a month Openreach have screwed up leaving me with no bloody internet, they are so bloody incompetent.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: New line authentication fails

Can you check the password you've got set in your router? We're seeing connections hitting us now but they aren't authenticating correctly.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

Hi Chris, as of about 2PM I am now connected and up and running, thank you for the swift resolution and keeping me updated!
nightstalk3r
Rising Star
Posts: 195
Thanks: 14
Registered: 11-08-2015

Re: New line authentication fails

Also like to say im so happy with the speed so far, here is what im getting now Vs what i was getting with Sky.