Lost internet connection
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Lost internet connection
06-09-2018 11:49 AM
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We suddenly lost internet connection last night. Not had any previous problems on the FTTP trial.
Can I get the line checked please.
Re: Lost internet connection
06-09-2018 2:57 PM
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Hi @Taw2707,
I've tested your line and it appears that the issue you're currently experiencing is down to incorrect details currently being stored within the router. As this is the case you will need to log into your router and update the details and I've included a handy guide on how to do this below.
1) To connect to your Hub One, you will need to open a browser and go to http://192.168.1.254
If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.
2) You should come to a page with information about your connection, click 'Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'
3) Select the option for 'Broadband.'
4) You will see some default options, if not, please press 'Disconnect' on the right and this will allow you to change the Username and Password.
5) For your username, this should be your account username and should be in the following format: username@plusdsl.net
Your password is your account password
6) Press 'Connect' and you should be online.
Please let us know how this goes and if the issue still persists after following the above instructions so that we can investigate further if necessary.
Re: Lost internet connection
06-09-2018 4:46 PM
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Hi I am using a ASUS DSL-AC68U as my router and have checked that the account username and password are entered correctly. I have rebooted the router but still no connection.
thanks for your help
Re: Lost internet connection
06-09-2018 5:07 PM
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Re: Lost internet connection
06-09-2018 5:15 PM
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Yes I still have the router supplied. Will try it out and get back to you.
trevor
Re: Lost internet connection
07-09-2018 12:27 PM
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I was out last night so did not have a chance to try out the router supplied by plusnet. However when I returned home the internet connection had been restored. Everything is working fine again. No idea what the problem was but it is fixed. Thanks for your help.
trevor
Re: Lost internet connection
07-09-2018 7:20 PM
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Hi @Taw2707,
I'm really sorry that we hadn't been in touch sooner.
It's great to hear your connection has now been sorted out.
If you have any further issues please feel free to give us a shout!
Thank you.
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