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Router Sync'd but no internet

fraserj
Newbie
Posts: 2
Registered: ‎25-10-2022

Router Sync'd but no internet

Hi. A similar issue has been posted before and resolved by Gandalf, but that topic seems to be closed to new posts.
My router is sync'd but there is no internet connectivity. I have raised a fault and the bot reported a network issue. An engineer was supposed to come on Monday but did not show. Phone works fine and router has been rebooted but has not helped.
Can a remote reset of some sort be attempted?
Thanks
4 REPLIES 4
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,544
Thanks: 10,224
Fixes: 1,596
Registered: ‎21-04-2017

Re: Router Sync'd but no internet

Hi @fraserj,

I'm really sorry the engineer didn't show up last Monday. From what I can see it was due to engineer availability on the day. I can see you've since been in touch with us again and we've rearranged the visit for this Monday coming.

Let us know how it goes.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
fraserj
Newbie
Posts: 2
Registered: ‎25-10-2022

Re: Router Sync'd but no internet

Hi Gandalf,
No engineer contacted me today, and I still have no connectivity. Is there anything that can be done remotely as I've been without a working internet connection for nearly two weeks now.
Thanks.
Jamie
Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,473
Fixes: 154
Registered: ‎22-08-2007

Re: Router Sync'd but no internet

Your description / the circumstances seem odd.

If the router is in sync, that would point to an account authentication / activation issue.

How do you know that the router is in sync?  Which router and what colour are the lights?

 

If you log into the (http://192.168.1.254) does the internet account set up page show your account name?  See http://192.168.1.254/broadband.htm for the hub two

 

You mention that the phone works fine - exactly what do you mean - is it connecting over WiFi?  If yes, then the issue is probably with your computer.

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.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Router Sync'd but no internet

Hi there fraserj, I've just had a look at your account and can see from our logs that the router is currently trying to connect with the wrong password. If you login to your router and update it in the settings you should be able to connect straight away.

 

If you're unsure what the password should be you can reset it here: https://www.plus.net/member-centre/forgot-password/

 

Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team