DNS Problems

[#1]

Hi,

I have spent about 2 hours on the phone so far to Plusnet support trying to figure out why we still aren't getting any internet 2 weeks after getting our router.

According to the lady on the phone, everything is up and running fine on Plusnet's end, and our router is showing a solid blue light. However none of our devices can connect to the internet due to a DNS problem. We have been sent out a new router and are still having the same issues.

Can anyone offer any advice please for how we can resolve this? Because it seems like this is a common problem for Plusnet users and so far no one seems to know how to solve it!

Thanks

[#2]

@Pipthedog 

It would be helpful if you told us what you have done so far. For example as you have a blue I assume that you are in sync with your FTTC cabinet. Have you logged into your router by putting 192.168.1.254 into the address field of your router? 

There have recently been reports of people having issues if they use special characters in their password. If you have done this log into your account and change your password to alpha numeric characters only. When you have done this leave it a bit then do a factory reset on the router as described below.

Next have you looked whether it is reporting the username as something like setup@plusdesl.net? If so it is not automatically setting up your user name and password. You can factory reset the router by pushing a paperclip or similar into the router reset hole keeping the switch closed for at least 25 seconds so that it starts again from scratch. If you do this then leave it for a quarter of an hour to see if it sorts itaself out.

Alternatively you can go into the settings and input the username and password. First disconnect tthe DSL lead then enter your user name.which is that which you use to access your Plusnet account followed by @plusdsl.net  your password is again that which you use to log into your account. Save then plug in the dsl lead. If necescary click the connect tab.

If this doesn't work then check that your username and password is correct by logging in to your Plusnet account.

Let us know how you get on..

[#3]

Hi @Pipthedog,

Testing the line it looks as though the connection is up and running for you currently, although there's little data transfer currently. That said there was a session lasting two and a half days up to the yesterday, where there was a couple of gigabytes of data used, and since the connection because live there's been nearly 30GB of data transmitted over the connection so there is definitely some connectivity there. 

The devices you're having problems connecting can you confirm a couple of these devices and how they're connecting (wired or wireless). 

Do you have any device that you can hardwire to test a direct connection and see if this works?