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New customer - username not valid on router

Craig255
Newbie
Posts: 1
Registered: ‎16-04-2018

New customer - username not valid on router

So ive setup my router and got the blue light and no internet, however inputting my username and password results in the line remaining disconnected, a reset just puts the setup@ address back in and the line connects but still no access
2 REPLIES 2
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: New customer - username not valid on router

Hi there.

Can you try changing your account password here then reconnect using the username in the format of yourusername@plusdsl.net and the password as your newly created one?

If that doesn't work can you send me a PM with your routers serial number and MAC address (From the label at the bottom)?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: New customer - username not valid on router

Thanks for your PM.

From what I can see your router connected late last night but it's back off again now:

Our tests are flagging a potential problem, so I've raised this with our suppliers now.

We should know more within 1-3 working days and we'll update you via this ticket.

Apologies for any inconvenience caused.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet