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Service Information

Posts: 2
Registered: ‎16-05-2019

Service Information

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

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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Plusnet Help Team
Plusnet Help Team
Posts: 5,199
Thanks: 1,466
Fixes: 256
Registered: ‎25-03-2015

Re: Service Information

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
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 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.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
Posts: 2
Registered: ‎16-05-2019

Re: Service Information

Tried this too many times now.  Does not work.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 65
Registered: ‎09-10-2018

Re: Service Information

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:


Please let us know how you get on.

Resting Legend
Posts: 4,085
Thanks: 929
Fixes: 17
Registered: ‎10-04-2007

Re: Service Information

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.


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.