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Upgraded line but not able to get internet connection

FIXED
exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Upgraded line but not able to get internet connection

Hi,

I've had a line upgrade and have received a new router but after a week I still have to internet connection.

I've reset router a number of times but it still has the username setup@plusdsl.net.

 

I've had no communication from plusnet since confirmation the router is being posted.

Should I still be waiting for anything to be configured or do I have an issue?

 

Thanks

6 REPLIES 6
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 69
Thanks: 20
Fixes: 8
Registered: ‎01-12-2020

Re: Upgraded line but not able to get internet connection

Fix

Thanks a lot for reaching out and I'd also like to apologise for the issues you're having in getting your FTTC connection up and running.

 

I've run a test on my end and can see that your router appears to be in Setup mode, which means it needs to be configured to your account in order to work.

 

Please log into your Plusnet Hub One manager by entering 192.168.1.254 into the URL bar on your browser. Navigate to Advanced Settings, and then select "broadband" on the sub-menu.

 

Enter your account username, followed by @plusdsl.net, and your account password in order to authenticate.

 

Feel free to reach out if you have any further issues.

 

-Adam

 Adam
 Plusnet Help Team
jab1
Seasoned Hero
Posts: 6,575
Thanks: 2,202
Fixes: 71
Registered: ‎24-02-2012

Re: Upgraded line but not able to get internet connection

Welcome to the forums, @exades . Sounds like you will have to amend the 'setup@plusdsl.net' to read 'yourusername@plusdsl.net' and the password associated with that manually.

@adam945 beat me to it.

John
exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Upgraded line but not able to get internet connection

Hi Tom,

thanks for the quick response.

Actioned what you suggested above and all seems working now.

Many thanks.

 

Steve

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Upgraded line but not able to get internet connection

Thanks @jab1 

Yep - apparently router stuck in setup mode so forcing the username/password change worked.

What I didn't appreciate, but is logical, is I had to disconnect before I could edit the details.

 

Thanks

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Upgraded line but not able to get internet connection

apologies @adam945  for calling you Tom!! no idea what happened there!

Steve.

Strat
Moderator
Moderator
Posts: 30,334
Thanks: 3,309
Fixes: 505
Registered: ‎14-04-2007

Re: Upgraded line but not able to get internet connection

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Customer and Forum Moderator. Windows 10 Firefox 87.0 (64-bit)