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Lost internet since renewing contract yesterday

danjbirch
Newbie
Posts: 4
Registered: 06-02-2018

Lost internet since renewing contract yesterday

Hi, may be coicedence but I called up and renewed my broadband contract yesterday and since midnight my internet connection has gone down. Have restarted router etc and still no joy, any thoughts, suggestions?
6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: Lost internet since renewing contract yesterday

Sorry to hear that.

From what I can see this is due to the password in your router being incorrect.

Can you try resetting the router using the pinhole on the back?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
danjbirch
Newbie
Posts: 4
Registered: 06-02-2018

Re: Lost internet since renewing contract yesterday

Thanks, I'll try when I get home. Why would password change if I haven't done anything?
danjbirch
Newbie
Posts: 4
Registered: 06-02-2018

Re: Lost internet since renewing contract yesterday

Router reset and still no connection, please help
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: Lost internet since renewing contract yesterday

Can you confirm if you're using the router provided by us?

With regards to the password for your connection it's the same as your account password so if you change your account password this also changes your connection password.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
danjbirch
Newbie
Posts: 4
Registered: 06-02-2018

Re: Lost internet since renewing contract yesterday

I'm using Google WiFi connected to openreach modem. Has worked perfectly before today what do I need to do to get working again
Plusnet Help Team
Plusnet Help Team
Posts: 5,445
Thanks: 505
Fixes: 189
Registered: 01-01-2012

Re: Lost internet since renewing contract yesterday

In that case you'll need to log into the router and update the password to your account password.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team