cancel
Showing results for 
Search instead for 
Did you mean: 

Cannot connect, but DSL light on?

Orana
Newbie
Posts: 5
Registered: 29-01-2015

Cannot connect, but DSL light on?

Hello
I've recently upgraded to fibre from ADSL, and after the connection working OK for a few days I cannot connect at all.  I am using the Openreach modem (Huawai HG612) and the new Plusnet 2704n router. The green DSL light is stays on constantly on the modem, but I cannot connect with the router, or directly via ethernet into the modem.  I'm confident I've got the password correct.  I've tried all the usual power cycling and resetting shenanigans.
The problems began when I tried to setup my Apple Airport Extreme instead pf the Plusnet router.  I could not get it to work, so gave up, and when I swapped back to the Plusnet router I was unable to connect.
I have raised a ticket with Plusnet, but wondered if anyone had any bright ideas?  My intuition tells me that there is something amiss with the authentication procedure; either my account is somehow locked, or its not expecting the password and username that I'm putting in?
Thanks
45 REPLIES
Community Veteran
Posts: 26,718
Thanks: 930
Fixes: 10
Registered: 10-04-2007

Re: Cannot connect, but DSL light on?

Have you tried leaving it all powered off for a long period (half hour or more)?
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)
Orana
Newbie
Posts: 5
Registered: 29-01-2015

Re: Cannot connect, but DSL light on?

I've tried a quick on-off, half an hour ish, and overnight.
Each time I also left plenty of time after turning the modem on before turning on the router.  The DSL light goes solid green pretty quickly (maybe 20 or 30 seconds).
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Cannot connect, but DSL light on?

Is there any error in the router log?
Are you using the correct username? It should be in the format username@plusdsl.net
Orana
Newbie
Posts: 5
Registered: 29-01-2015

Re: Cannot connect, but DSL light on?

I've got the new Plusnet Zero 2704n router, and it doesn't seem to have any logs.  I guess there is a hidden menu or login to access it but I can't work out how.
http://community.plus.net/forum/index.php/topic,135846.0.html
I'm definitely using the correct username of ******@plusdsl.net
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Cannot connect, but DSL light on?

Please give me five minutes and I think (hope) I can have you sorted.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Cannot connect, but DSL light on?

Could you please re-try?
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Orana
Newbie
Posts: 5
Registered: 29-01-2015

Re: Cannot connect, but DSL light on?

Thanks.  I'll give it a shot when I get home from work this evening.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Cannot connect, but DSL light on?

Cheers, if you could let me know either way please, because if I've fixed it, I want to roll out a little training.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Orana
Newbie
Posts: 5
Registered: 29-01-2015

Re: Cannot connect, but DSL light on?

Its fixed!  Thank you very much.  Any chance of telling me what was wrong, or what you changed?  Just in case anyone else has a similar problem...
Plusnet Help Team
Plusnet Help Team
Posts: 5,618
Thanks: 531
Fixes: 204
Registered: 01-01-2012

Re: Cannot connect, but DSL light on?

From what I can see it looks like your connection was stuck.
That's why we passed it back originally as we thought it was working.
Tony was able to drop the stuck connection allowing you to get back online
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Stoker
Grafter
Posts: 90
Thanks: 2
Registered: 12-08-2012

Re: Cannot connect, but DSL light on?

Maybe coincidence but I had exactly the same problem yesterday; solid green DSL light on the BT modem but no internet access.
It was a "stuck session" according to Ben who sorted it very quickly for me. This was around 2pm.
(And for the record, the 0800 no. was answered almost immediately. My only complaint is that the hold music while Ben was checking things was way too loud!)
JagoTom
Newbie
Posts: 6
Registered: 26-07-2013

Re: Cannot connect, but DSL light on?

I'm currently in the same boat. My DSL light is on however I have had no internet connection for the past 3 hours. I've reset router and open reach modem, for intervals of 5mins up to half an hour, still no joy.
The router either tells me the authentication is incorrect (it isnt) or if it does give me the connected wan ip (172.etc) I still cannot get online.
Anyone any ideas?
Appreciate any help in the matter.
Community Veteran
Posts: 1,656
Registered: 13-06-2007

Re: Cannot connect, but DSL light on?

TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Cannot connect, but DSL light on?

Anyone have an update...?  Nothing seems to have been posted since 18:16?