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Router is working but can't get connection

Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Router is working but can't get connection

I'm a new customer and my broadband went live yesterday although I didn't receive any confirmation updates from plusnet. Every time I try to connect any device to the wifi it takes me to the hub page, it says I'm connected there and I can see my phone listed but I can't get a stable connection for more than a second.. I've tried to change the setup@ but to my username and changed the password to my login password but then it won't connect at all so have to use the reset. What am I doing wrong?
13 REPLIES
mikelahey
Pro
Posts: 201
Thanks: 71
Fixes: 10
Registered: ‎24-11-2015

Re: Router is working but can't get connection

Can you try the following. Change the username to: yourusername@plusdsl.net and the password to your current password, substituting your username for your plus net username.
Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

Thank you for the reply.. I tried this step earlier and then it just wouldn't connect at all, it's changed the password ok but if I try the change username the connect button becomes useless.
Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

I changed the username and password for the internet to my username (in place of setup) but hasn't done much apart from turning the router orange again.
bmc
Pro
Posts: 903
Thanks: 184
Fixes: 6
Registered: ‎28-02-2017

Re: Router is working but can't get connection

Are you sure your order was completed?

 

I believe if it's still open it'll show up if you put your number in here

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

 

You could also try logging into PlusNet and see if your Members page says anything.

 

Brian

Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

I've just tried that link, thanks. I can't say I understand any of it really but I did notice it says that there's an open order and is due to complete on the 12th October. We were told on the phone that it'd be live and good to go by midnight last night. I'm wondering if they've delayed that, we had to have an engineer come out as they originally messed up our phone line when we moved into our new flat and gave it to someone else by mistake.
bmc
Pro
Posts: 903
Thanks: 184
Fixes: 6
Registered: ‎28-02-2017

Re: Router is working but can't get connection

An engineer is required to do some work at the cabinet so it might well have been delayed due to availability. The change can happen any time during the day.

 

The rest of the page basically tells you what products are available and what speeds you should get. If you have a "clean" line (Range A) then you should get between 39.8 & 53.3 downloads (depending on which package you chose).

 

Brian

Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

The engineer has already been out a few days ago and completed the work at the cabinet to correct a cross line issue, he said he'd signed off the work at his end and all that was required now was for plusnet to switch in the broadband. I just tried to do an online chat with with PN, got to an advisor called Tom and then it all crashed out on me, now it won't let me reconnect to use the chat feature.
Community Veteran
Posts: 3,751
Thanks: 438
Fixes: 6
Registered: ‎05-04-2007

Re: Router is working but can't get connection

Probably best to raise a fault - at faults.plus.net

Just send the link to this thead, which will save you typing out the detail again.

A member of staff may pick this up from here, but I guess being a Sunday it might take until Monday.

Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

I've tried to message them on Facebook and will link them to this thread there. It's certainly looking like there is a fault somewhere, thank you four help and suggestions, much appreciated.
Community Veteran
Posts: 3,751
Thanks: 438
Fixes: 6
Registered: ‎05-04-2007

Re: Router is working but can't get connection

Give them a nudge on Monday if you don't hear anything.
I assume they don't have so many staff on today.

You could also try PM'ing a Superuser who can escalate faults.

Hopefully it'll be something minor and you'll be up and running soon.

Ema
Hooked
Posts: 7
Registered: ‎08-10-2017

Re: Router is working but can't get connection

I'm on the phone to them now, they said straight away that there's an issue flagged and it should have all been completed by the 3rd and the problem was completely at their end and someone will call me back tomorrow morning to sort it all out, fingers crossed! I work from home on monday evenings and losing out on hours without wifi. Thanks again all 👍🏻
Superuser
Superuser
Posts: 3,358
Thanks: 1,786
Fixes: 12
Registered: ‎10-04-2007

Re: Router is working but can't get connection


Alex wrote:

You could also try PM'ing a Superuser who can escalate faults.

 

We can, but it's more difficult over the weekend. Embarrassed


 

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,532
Fixes: 12
Registered: ‎01-12-2010

Re: Router is working but can't get connection

Yes i have noticed support is a Bit sparse over the weekend , soon it will be only 5 days a week Angry

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