New router, no internet
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: New router, no internet
New router, no internet
15-11-2017 11:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Have tried:
1) turning off router for 15 mins, turning on and leaving to connect for 15 mins
2) reset button for 20 seconds and try the above again
3) manually entering username and password through laptop browser connected to router via Ethernet cable
4) trying different DNS settings auto/google/plusnet
5) unplugged adsl cable and connected to bt test socket with microfilter and tried all of the above steps again.
Have now been on the phone to plusnet customer services for 1hr 15mins and counting and still not spoken to anyone! Missed the online chat opening hours by 5 mins earlier so phone was my only option. Also, I don't have internet ....
please help!
Re: New router, no internet
16-11-2017 11:32 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi,
A warm welcome to the forums.
Is this ADSL or FTTC?
If FTTC, were you on FTTC with BT?
When was the service installed?
If at 23:05 you have been on the phone for 1hr15 it is possible that your call was stuck in the end of service queue - the residential support desk closes at 22:00.
Have you checked the phone for the presence of dial tone? Is the line quiet?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New router, no internet
16-11-2017 4:01 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi there,
I can see that you called in this morning and we gave some connection troubleshooting advice as despite the connection being activated yesterday diagnostics are showing the line to be out of synch.
If the advice given doesn't help it would be a good idea to report a fault over at http://faults.plus.net
Re: New router, no internet
16-11-2017 6:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for the suggestions - this is now fixed, I started the set-up process again but using a different adsl cable, and this seems to have fixed it all. Initially chose to use the cable from my old router as it's slightly longer, appears it's dead though!
Thanks again.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page