New customer, can't connect
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- Re: New customer, can't connect
New customer, can't connect
07-03-2017 11:22 PM - edited 07-03-2017 11:23 PM
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I have just connected my router today
But the broadband username is defaulting to setup@plusdsl.net and although it connects I cannot get on the internet, and if I change it to my username and password it will not connect, and router light turns orange, I have rebooted and reset router many times, over the last 5 hours of trying to get it going,but no joy☹️
Not a good start plusnet, also on my 2nd router as the last one was dead on arrival so been without internet for a week now since changeover, and my wife needs it as she works from home so is running up a big mobile bill from tethering ☹️
So any help would be appreciated
Re: New customer, can't connect
08-03-2017 12:05 AM
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Hopefully it will be sorted soon.
Re: New customer, can't connect
08-03-2017 11:46 AM
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Re: New customer, can't connect
08-03-2017 3:10 PM
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Seen as no mods are replying to our posts I thought I would share this with you.
I phone them up earlier and explained the problem, apparently they have a problem were passwords are not being saved on router, he configured settings or whatever needed doing at there end and told me it is now showing as "connected" (although it was last night) and all I need to do is reset router and put my password in, I'm not at home at moment but will report back when in a while when I get back, hopefully it will work so I don't have to spend another hour on hold 🙁
Good luck with yours!
Re: New customer, can't connect
08-03-2017 4:08 PM
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Re: New customer, can't connect
08-03-2017 4:16 PM
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can't you put in the username and password manually
Re: New customer, can't connect
08-03-2017 4:52 PM
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Re: New customer, can't connect
08-03-2017 5:00 PM
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Re: New customer, can't connect
08-03-2017 5:06 PM
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So seems only way to sort it is to give them a ring at they will sort it there end
When I left it this morning I had the correct username/password on the router and left it with the orange light/ red B showing,
Good luck all!!
Re: New customer, can't connect
08-03-2017 6:06 PM
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What sort of speeds should I be expecting during settling in period? I was quoted 10mbs when I signed up
Re: New customer, can't connect
08-03-2017 6:22 PM
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How are you testing, wired or WiFi?
What sync speed is the router showing, log into the router and read the speeds on the Help Desk tab? Max attainable and sync?
Re: New customer, can't connect
08-03-2017 6:34 PM
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I tested wired, then again on wireless just to get a screenshot, below are the details of connection
6. Data rate: 1221 / 3415
7. Maximum data rate: 1221 / 3502
8. Noise margin: 6.2 / 5.8
9. Line attenuation: 17.9 / 37.7
10. Signal attenuation: 17.9 / 26.1
Re: New customer, can't connect
08-03-2017 8:08 PM
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What speeds does it say when you put your phone number in the DSL Checker?
Do you have one of the newer Master Sockets with a test socket under the faceplate? If so, to eliminate any internal wiring issues it would be worth seeing what speeds you get in there - if not, it would be worth getting one fitted.
Re: New customer, can't connect
08-03-2017 8:30 PM
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That max data rate seems to indicate that either you are on ADSL or you have a real problem with FTTC.
If you are supposed to be on FTTC (Fibre) then you need to look at the helpdesk information on your router and look for the line that says modulation and check if it says G.992.x or G.993.x . 992 is ADSL and 993 FTTC
Re: New customer, can't connect
08-03-2017 8:58 PM
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23. Modulation: G.993.2 Annex B
I have tried unplugging router from line to reset connection, and carried out all the tests suggested on here but no joy,
I know it's still settling down but surely I should be connecting faster than that, it's half the speed I had on adsl
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