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No broadband connection since switch from sky

raysauce
Hooked
Posts: 9
Registered: ‎22-07-2020

Re: No broadband connection since switch from sky

‎22-07-2020 8:22 PM

Just checking on option 1 now MisterW. Will let you know how I get on. Thanks
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raysauce
Hooked
Posts: 9
Registered: ‎22-07-2020

Re: No broadband connection since switch from sky

‎22-07-2020 8:50 PM

Okay. Hub was set to setup@plusnet.dsl as you rightly suggested & while at this setting the hub light was full blue with no flashing & no broadband error light lit. Once password & username changed to my account as you suggested the hub light is now solid orange with red broadband light illuminated which points to possible hub reset required. Next steps please MisterW.
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raysauce
Hooked
Posts: 9
Registered: ‎22-07-2020

Re: No broadband connection since switch from sky

‎22-07-2020 8:55 PM

Correction: setup@plusdsl.net
Message 18 of 19
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MisterW
Superuser
Superuser
Posts: 15,007
Thanks: 5,661
Fixes: 403
Registered: ‎30-07-2007

Re: No broadband connection since switch from sky

‎23-07-2020 7:24 AM

I'm afraid it looks like the systems haven't completed activating your account. It should happen automatically when the Openreach systems tell PN that the connection is complete. Some times the systems seem to fail to process the completion and the account needs to be activated manually. You could either wait for a PN staffer to pick up this thread or try calling customer support.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

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