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new customer

asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

new customer

switched router on but cant find it listed wifi when i search with ipad

15 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,121
Thanks: 813
Fixes: 173
Registered: 25-03-2015

Re: new customer

Up until a few minutes ago you may not have been able to connect to the internet, however your account is now active and should allow you to connect.

 

Having said this, from what you've said it doesn't sound like an actual broadband connection issue that you're referring to? Are any lights lit up on the router?

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

router light is blue.

when i search for my router with wifi on either iPhone macbook i cant see it listed 

Plusnet Help Team
Plusnet Help Team
Posts: 4,121
Thanks: 813
Fixes: 173
Registered: 25-03-2015

Re: new customer

I'm assuming you do see other connections listed, just not the Hub One?

 

Could you try factory resetting the router (Using the pinhole on the back) please.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

yes i can see all neighbours bt hubs.

when i hit the restart button on top it does nothing im assuming this should restart.ive tried holding for a minute still nothing  

 

asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

tried to reset using small pin hole in back  . blue light stays on not restarting 

Plusnet Help Team
Plusnet Help Team
Posts: 4,121
Thanks: 813
Fixes: 173
Registered: 25-03-2015

Re: new customer

Did you hold the button (Factory reset button) for 20 seconds until the light on the front turns green?

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

just held it in for well over a minute to be sure.

it stays on solid blue light.

not right this router.

i can feel button click so know its defiantly pushing in.

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,121
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Registered: 25-03-2015

Re: new customer

That does seem strange.

 

I've arranged for a replacement router to be sent out and a returns bag for the current one to be sent back to us.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

really  

so what do i do for internet today?Huh

not great start plusnet

asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

BT internet turned off at 6am today.

plusnet was ment to be on today.

not a great start to a new service.

now an email saying the replacement could take 3-5 days.

 

im sorry but im not happy with this service so far.

asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

Not to mention this whole time ive been on this forum ive been on hold to customer services team on my mobile 

rongtw
Seasoned Hero
Posts: 6,768
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Registered: 01-12-2010

Re: new customer

Have you not another router to plug in ? rather than wait for a replacement .

Or if not get a cheapie from PC world ?

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
asetaylor
Hooked
Posts: 9
Thanks: 1
Registered: 12-10-2016

Re: new customer

Thank you for your response rongtw.

 

 

my previous wasn't fibre modem.

Id rather not spend any more money,thank you for your help though.

Plusnet Help Team
Plusnet Help Team
Posts: 4,121
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Fixes: 173
Registered: 25-03-2015

Re: new customer


asetaylor wrote:

BT internet turned off at 6am today.

plusnet was ment to be on today.

not a great start to a new service.

Your broadband did activate today.

 


asetaylor wrote:

now an email saying the replacement could take 3-5 days.


I did also advise the following:

We always have to advise 3-5 working days for delivery of our routers, however they are sent out via 1st class post and generally arrive sooner.

I do apologise the router doesn't appear to be working on a wireless connection, however further to replacing the device, I'm sorry to say there's nothing further I can do. If there was, I would have.

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