Service Information

[#1]

 Anybody seen this before? Moved from BT to Plusnet.....really wish I hadn't bothered! Nothing but stress.

SERVICE INFORMATION 
You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.

Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.OrYou have attempted to access an invalid Service Provider domain, check your user details.OrYou are testing your connection using bt_test_user@startup_domain. Please proceed to next step as advised by your Service ProviderOrYou are testing your connection to your service provider using bt_test_user@domain. where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.OrThe access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider 

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[#2]

Hi @Barbie, that screen sometimes comes up if you have the incorrect login details stored in your router.

In the first instance I'd recommend trying to factory reset the router to see if this pushes the auto-config details back down to the router. If you continue to experience problems after this, it may be worth trying to configure the router manually by following the steps below:

1. Load a web page and go to 192.168.1.254
2. Click the settings tab.
3. Enter the router admin details (Printed on the card/bottom of the router)
4. Select the broadband tab at the top of the settings page.
5. Click disconnect.
6. Enter your router auth details (your username@plusdsl.net and your account password)
7. Click connect.

If you continue to experience problems after this, please do let us know by responding to the fault report ticket on the account Here, we'll then need to get this pushed back to our suppliers for further investigation.

I do apologise for any inconvenience you've been experiencing due to this. I hope this helps.

[#3]

Tried this too many times now.  Does not work.

[#4]

Thanks @Barbie.

As we're not showing any attempt by the router to connect, we need to access the test socket so that we can rule out your internal wiring, faceplate and setup as being the cause of your issues.

How to locate the test socket and set your connection into it can be found here:

https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

Please let us know how you get on.

[#5]

Seeing that the service was operational on BT prior to the move to Plusnet AND Plusnet can see no attempts to connect to their radius server does this suggest that some part of the migration process is wrongly configured? It does seem unlikely to be a problem at the User's premises.