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Help connecting for new customer

Gemma1985
Newbie
Posts: 2
Registered: 2 weeks ago

Help connecting for new customer

My broadband was activated a few days ago, just got back from holiday and followed the start up guide to connect router. Laptop doesn't have an ethernet hole, so followed WiFi instructions. Router had a blue light, phone and TV connected, but kept asking me to sign in to the network. Forgot the network on both devices and restarted, reconnected and it worked for 20 minutes or so, then booted both devices off and wanted me to sign in again. Restarting/reconnecting didn't work. Found a slightly older post and tried to follow the instructions on there to get it working, but for some reason my account password wasn't recognised, so had to reset it. At this point the router went orange and has been sulking ever since. I've checked everything is connected properly, it's plugged into the filter and worked briefly, not sure what else to try?
3 REPLIES 3
BD
Plusnet Help Team
Plusnet Help Team
Posts: 951
Thanks: 207
Fixes: 49
Registered: ‎24-04-2017

Re: Help connecting for new customer

Hi @Gemma1985, thanks for getting in touch and welcome to our Community Forums.

I can confirm when looking over your connection from this side that currently we're connected to the router you side however the details in which the router looks to be trying to authenticate the connection with don't look to be matching those on your account.
I'd advise then following the steps below on how to log into the router details so you can update the necessary fields to match the information on your account which should get your connection up and running.
 

1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254

If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
 

2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
 

3) Select the option for 'Broadband.'
 

4) You will see some default options, if not, please press 'Disconnect' on the right and this will allow you to change the Username and Password.
 

5) For your username, this should be your account username and should be in the following format: username@plusdsl.net
Your password is your account password
 

6) Press 'Connect' and you should be online.
 

Let us know how it goes.

 Ben Devine
 Plusnet Help Team
Gemma1985
Newbie
Posts: 2
Registered: 2 weeks ago

Re: Help connecting for new customer

Thank you, these were the instructions I tried to follow last night, but I now have an orange light and no connection 😞
BD
Plusnet Help Team
Plusnet Help Team
Posts: 951
Thanks: 207
Fixes: 49
Registered: ‎24-04-2017

Re: Help connecting for new customer

Hi @Gemma1985, thanks for getting back to me. I've tested over your connection for any other issues and it solely looks to be the details that are still wrong within the router. I'd recommend then, if the steps didn't work when going through them last night to factory reset the router first before giving it another go.

This can be done by pressing a pin, cocktail stick etc.. into the "reset hole on the back of the router for 5-15 seconds. the light should turn green then go through a series of Blue > orange then either to blue if it automatically connected or orange if the authentication issues persist.

I'd recommend after changing the username and password fields to make sure that you're pressing apply/connect at the bottom for the changes to go through.

Let us know how it goes.
 

 Ben Devine
 Plusnet Help Team