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Router claims to be connected but we cannot connect to the internet.

FIXED
petrasaleh
Newbie
Posts: 2
Registered: 28-09-2017

Router claims to be connected but we cannot connect to the internet.

I joined plusnet at the beggining of the month. I recieved an email on the 15th saying we were set up and ready for the router to be plugged in. However, after waiting a further two weeks for the router to arrive- we have plugged in, followed the set up instructions but remain unable to connect. 

Devices are able to join the network, but immediately after a plusnet popup will appear. The bar at the top of the page says 'Log In'. I've been through all the settings, everything says the router is working and that it should be connected to the internet, but the browser is still unable to connect. The power light is blue and there are no other signs of faults. 

 

Any help on this issue would be greatly appreciated.

4 REPLIES
Gel
Pro
Posts: 1,387
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: Router claims to be connected but we cannot connect to the internet.

Assume it's a PN HUB ONE Router they supplied, so it should come preconfigured with log in + p/word details.

Ensure the user name is identical format to that on e mail from PN.

This link may help:

https://www.plus.net/help/broadband/broadband-connection-settings/

Note difference in ADSL + Fibre set up.

NO JOY?

Then you'll need to contact PN via phone or CHAT tomorrow.

They can check if there's an authentication issue when you connect to PN's servers.

petrasaleh
Newbie
Posts: 2
Registered: 28-09-2017

Re: Router claims to be connected but we cannot connect to the internet.

No Joy! I clicked onto 'sign into account' from the settings but this message then pops up.

.Screen Shot 2017-09-28 at 20.17.35.png

Community Veteran
Posts: 1,153
Thanks: 140
Fixes: 26
Registered: 13-08-2015

Re: Router claims to be connected but we cannot connect to the internet.

Fix

Can you go to the Advanced Tab, and say what username is showing? Is it the one you are expecting, or something like Setup.pndsl ?

flat70c
Newbie
Posts: 1
Registered: 29-09-2017

Re: Router claims to be connected but we cannot connect to the internet.

I have the same issue.

The first time I did this, I couldn't login to the broadband. So I clicked reset in the login page. Broadband connected, and the username shows setup@plusdsl.net. I cannot connect to the internet.

I did a factory reset, and I am back at the login page. However, my correct username and password do not work. It just bounces back to the login page.