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Services still restricted after paying bill

joshhoffmann
Newbie
Posts: 4
Registered: ‎04-03-2021

Services still restricted after paying bill

Hi,
I had a failed payment and my services were restricted. I have now paid that bill (within the 14 day grace period) but my services still seem to be restricted, I was hoping a member of staff could investigate the issue for me.
Thanks in advance
3 REPLIES 3
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,131
Thanks: 304
Fixes: 111
Registered: ‎26-03-2018

Re: Services still restricted after paying bill

Hi @joshhoffman,

I'm sorry to hear that this occurred. I've had a look at your account this morning and I can see that there seems to be an Authentication issue. Are you using the Hub One Router we've sent you, or a 3rd party one? Either way, you'll need to login to the router settings page and make sure the PPP Username and Password are correct. I've included a guide on how to do this for the Hub One 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: (accountusername)@plusdsl.net
Your password is your account password

6) Press 'Connect' and you should be online.

 

Please let us know if you run into any issues and we'll be more than happy to help out.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
joshhoffmann
Newbie
Posts: 4
Registered: ‎04-03-2021

Re: Services still restricted after paying bill

Hi thanks for your response,

I’m using the Hub One router that was provided. I have followed the instructions that you posted but when I click on “connect” it simply does nothing and I’m still not connected to broadband.

Edit: it’s now working thank you very much!
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,131
Thanks: 304
Fixes: 111
Registered: ‎26-03-2018

Re: Services still restricted after paying bill

I'm really glad to hear it's back up and running now! This shouldn't happen again but if it does, just give us a shout and we'll be happy to help out Smiley

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