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Connected but no internet and no solution

Irene70
Grafter
Posts: 34
Thanks: 4
Registered: ‎29-10-2018

Connected but no internet and no solution

I recently signed up for Plusnet full fibre for a house I just moved into in December.

The service worked up until Thursday 12th January when it suddenly lost connection.

After several phone calls trying to resolve issue and multiple reboots etc, Plusnet sent and engineer out. He left without solving the issue. Another engineer was sent out and he said he couldn't diagnose the issue as everything looked 'ok', but it just wouldn't connect to internet (blue light etc on). He recommended that I ask Plusnet for a new router.

This was sent out and I installed it yesterday - but I STILL have the exact same issue! I was on the phone to Plusnet yesterday for ages going through the usual resets etc. I explained to the girl that I had did all this before and nothing has solved the issue.

To be honest I just want the whole thing removed and I just want the old fashioned broadband (not full fibre). I desperately need service to enable me to work from home!

 

I asked the girl I spoke to yesterday to escalate it to her manager and I've asked them to get in touch asap. Nothing thus far.

Has anyone else experienced this and ultimately just couldn't get a connection?

55 REPLIES 55
MisterW
Superuser
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Registered: ‎30-07-2007

Re: Connected but no internet and no solution

If you check the broadband connection page on the router, does the username show your correct accountname @plusdsl.net or is it setup@plusdsl.net ?

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.

Irene70
Grafter
Posts: 34
Thanks: 4
Registered: ‎29-10-2018

Re: Connected but no internet and no solution

Where about on hub manager would I find this information?
Thanks.
Irene70
Grafter
Posts: 34
Thanks: 4
Registered: ‎29-10-2018

Re: Connected but no internet and no solution

Found it - it's setup@plusdsl.net
jab1
Legend
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Registered: ‎24-02-2012

Re: Connected but no internet and no solution

Then alter it to your username and the password for your account.

John
MisterW
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Registered: ‎30-07-2007

Re: Connected but no internet and no solution

@Irene70 as @jab1 says but you will need to click 'disconnect' before it will allow you to change it. Once changed, click 'connect'

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.

jab1
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Re: Connected but no internet and no solution

@MisterW Forgot the need to disconnect - a while since I saw this question.

John
Irene70
Grafter
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Registered: ‎29-10-2018

Re: Connected but no internet and no solution

So will this be the username i set up with Plusnet?
And the password they ask for when I call?
jab1
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Registered: ‎24-02-2012

Re: Connected but no internet and no solution

Yes to both - your username in the format of 'username@plusdsl.net' and password associated with it.

John
Irene70
Grafter
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Registered: ‎29-10-2018

Re: Connected but no internet and no solution

Tried this but still no joy unfortunately 😞
jab1
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Re: Connected but no internet and no solution

@Irene70 Another thing to try then - push the end of a paper-clip or similar into the reset hole on the Hub and hold it closed for  ~ 30 seconds or until the light turns green, release and let the Hub reset, usually takes around 5 minutes.

John
MisterW
Superuser
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Registered: ‎30-07-2007

Re: Connected but no internet and no solution

but what colour was the light now ?

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.

Irene70
Grafter
Posts: 34
Thanks: 4
Registered: ‎29-10-2018

Re: Connected but no internet and no solution

I've done this several times to no avail.
Irene70
Grafter
Posts: 34
Thanks: 4
Registered: ‎29-10-2018

Re: Connected but no internet and no solution

Blue. It's been blue along. Connected (no internet).

Very frustrating.
jab1
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Registered: ‎24-02-2012

Re: Connected but no internet and no solution

@MisterW IF the connection is up, does that not suggest something wrong with the users setup, somewhere?

@Irene70 Are you able to post a screenshot of your 'Technical Log' - as in the picture below?

5.Hub2 technical.png

John