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Router not connecting to internet - reporting wrong username and password.

clongridge
Newbie
Posts: 2
Registered: ‎18-12-2015

Router not connecting to internet - reporting wrong username and password.

Hi, my account went live tonight and i followed the instructions to set up the router but it's still not working. The internet light on the router is red and when i log in to the admin panel it tells me that the username and password is incorrect. Actual error message:
"We couldn't connect you to the internet. Please check your username and password and press the Connect button"
I've tried a factory reset and checked the username and password are correct multiple times but it's still not working.
Can anyone give me a hand?
Thanks.
3 REPLIES
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Router not connecting to internet - reporting wrong username and password.

To log in to the router interface the user name and password will be on the card that cane with the router and also on a label on the bottom of the router.
Once you are in there you need to check the login name which will be username@plusdsl.net where username is your user name. The password is the one you use to when logging to the portal.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
clongridge
Newbie
Posts: 2
Registered: ‎18-12-2015

Re: Router not connecting to internet - reporting wrong username and password.

Yep, i've done that. The username and password are correct, checked multiple times. It's still not working though.
Community Veteran
Posts: 26,722
Thanks: 936
Fixes: 10
Registered: ‎10-04-2007

Re: Router not connecting to internet - reporting wrong username and password.

You need to contact Plusnet via phone or chat and ask them to check if your account has been activated.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)