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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
Plusnet Help Team
Plusnet Help Team
Posts: 9,155
Thanks: 2,867
Fixes: 455
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)?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 9,155
Thanks: 2,867
Fixes: 455
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.

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