Moved house, internet light is red
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- Moved house, internet light is red
Moved house, internet light is red
30-10-2018 8:31 PM - edited 30-10-2018 8:33 PM
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Re: Moved house, internet light is red
31-10-2018 2:23 PM
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Hi @Frazlea ,
Thanks for your post and welcome to our Community Forums.
Having checked the line it appears that some of the automated settings within the router have failed to update properly.
Please follow the below:
1) Open up a webpage and in the address bar type http://192.168.1.254
2) When you connect, you will see an option listed as 'Broadband Username' followed by an option to the right labeled 'Change' which you will need to click on.
3) You will now be prompted for a 'Router Password' which is listed both on the back of the router and on the card that came with the router.
4) You will now be asked to input your username and password from ourselves, if it does not allow you to change your username and password, please press 'Disconnect' first. Your username is username@plusdsl.net and your account password is the same as what you would use to log into the members center. Input both of these and press 'Connect' and you should now be online.
Please let us know if the above doesn't help, and we'll be able to investigate further. -Owen
Re: Moved house, internet light is red
31-10-2018 4:28 PM
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Re: Moved house, internet light is red
01-11-2018 11:32 AM
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Re: Moved house, internet light is red
06-11-2018 10:25 PM
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Re: Moved house, internet light is red
07-11-2018 4:05 PM
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Hi @Frazlea, do you have an Openreach Modem for your router to connect through?
Looking at your account it doesn't look like you're using a hub one, so you'd still need a separate modem to connect to fibre. Testing the connection is showing that you're trying to authenticate on TR069@plusdsl.net but this should be your username@plusdsl.net, however I understand you've said you've already tried manually authenticating and entering the details in your router manually, can you advise what you currently have set for the broadband username in your router please.
You should be able to get a password reset link emailed to you by entering your username or contact email address from the account over at http://plus.net/forgotpassword/
I hope this helps.
Re: Moved house, internet light is red
08-11-2018 5:52 PM
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Re: Moved house, internet light is red
09-11-2018 1:06 PM
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Hi @Frazlea ,
Thanks for your post.
I can see from the account notes that you've spoken with an adviser this morning who has apprised you of the situation regards your ongoing issue.
Please let us know if you need any further assistance whilst we try and get your issue resolved.
Re: Moved house, internet light is red
10-11-2018 8:43 AM
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Re: Moved house, internet light is red
11-11-2018 12:27 PM
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Hi @Frazlea,
Thanks for your post and continued patience with regards this issue.
As things stand, we've identified the issue with our systems and are working on getting it fixed so that we can get your services up and running.
I'm afraid that we're not able to update you beyond that.
We're sincerely sorry for this issue.
Re: Moved house, internet light is red
14-11-2018 8:03 AM
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Re: Moved house, internet light is red
14-11-2018 2:34 PM
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Hello Frazlea,
thanks for getting in touch. We are sorry for the time it has taken to resolve the issue, we have performed a temporary fix and I have provided more information here.
Please let us know if you need any further assistance.
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