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No internet.

FIXED
Adrian19
Newbie
Posts: 2
Registered: ‎26-10-2021

No internet.

Just joined plusnet. Have set up the router and got a blue light. It says I'm connected and have Internet but when I try to search it keeps telling me to sign in. When I click on the message it takes me to the hub which says I'm connected and I don't need to do anything. This happens on all my devices. I've tried restarting devices and router. Whats going on? Thanks
4 REPLIES 4
Baldrick1
Moderator
Moderator
Posts: 11,849
Thanks: 5,274
Fixes: 421
Registered: ‎30-06-2016

Re: No internet.

@Adrian19  Welcome to the forum.

Have you received a message saying it’s ready for use? It sounds like Openreach have done their bit but Plusnet have not yet set up the account. This can take up until midnight.

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Adrian19
Newbie
Posts: 2
Registered: ‎26-10-2021

Re: No internet.

Yeah we had an email saying your broadband is ready to go and telling us to set up our router
Baldrick1
Moderator
Moderator
Posts: 11,849
Thanks: 5,274
Fixes: 421
Registered: ‎30-06-2016

Re: No internet.

Fix

@Adrian19 

See if this helps:

The way that a new service works is that initially Openreach will activate the line. At this point the hub will synchronise with the broadband infrastructure and you may get connected at slow speed. The reason for this is that Plusnet have not activated the service at their end. The way that it’s supposed to work is:

  1. The Openreach installation is completed
  2. Plusnet are advised.
  3. Plusnet set up the account and advise the customer that they can now connect their hub.
  4. The hub autoconfigures by changing the hubs default username and password to the customers personal settings.

This can go wrong.

What to do in these circumstances.

  1. Try a factory reset of the hub by pushing a paperclip or similar in to the reset hole and hold the switch closed for about 30 seconds.
  2. Leave it 10 minutes or so and see if that fixes it,

If that doesn’t work:

  1. Log in to the hub by putting 192.168.1.254 in the address field of your web browser.
  2. On the broadband page (I think, you may need to look through the pages to find it, depending on which hub you have) you should find the username. If it’s setup@plusdsl.net then it hasn’t configured itself.
  3. Remove the DSL cable.
  4. Change the username to your account username in the form <username>@plusdsl.net.
  5. Enter your account password.
  6. Plug the DSL cable back in.
  7. If it doesn’t try to connect select Connect (again you may need to look through he pages to find it).

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adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: No internet.

Looks like the wrong password was being entered to authenticate the router @Adrian19, all looks good now though, give us a shout if you need any further assistance at all.:)

 

 Adam
 Plusnet Help Team - Leeds