New Fibre Extra connection slow / not working
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New Fibre Extra connection slow / not working
05-02-2019 3:29 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 4:19 PM
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Hi there.
Sorry to hear you're unable connect following your services going live.
It looks like your router wasn't properly scanned to your account before it was shipped, so the automatic setup process is struggling. If you can PM me the serial number and MAC number from the bottom, I can add your router to your account.
It may also be worth trying these steps to manually connect:
1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'
Let us know how it goes.
Re: New Fibre Extra connection slow / not working
05-02-2019 5:48 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 6:02 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 6:13 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 6:16 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 6:38 PM
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Re: New Fibre Extra connection slow / not working
05-02-2019 6:39 PM
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Re: New Fibre Extra connection slow / not working
09-02-2019 8:14 PM
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Hi Gandalf, I have changed my router over to an Asus VDSL router as the plusnet one was dropping out over WiFi.
The connection seems better with this one but the speed is rubbish, do I need to give you the serial number and MAC address of the router to update at your end to enable the faster speeds?
Re: New Fibre Extra connection slow / not working
10-02-2019 3:49 PM
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Hi @sudosaurus,
I've reviewed your account this afternoon and discovered an external fault which is most likely causing the issues that you're experiencing. I've raised a fault ticket via your account regarding this, which can be viewed here.
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