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Unable to connect to Internet - Home router

Unknown30
Newbie
Posts: 3
Registered: ‎05-08-2021

Unable to connect to Internet - Home router

Hi, I'm having issues with the home modem. Since today morning I'm unable to connect to the internet. I just moved to this flat. I restarted the modem, I've checked the cables.. nothing seems to work. Should I factory reset the modem?
8 REPLIES 8
Baldrick1
Seasoned Hero
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Registered: ‎30-06-2016

Re: Unable to connect to Internet - Home router

@Unknown30 

Is this the first time that you have tried to connect at this address? Did your hub work at your previous address? Have you had a message saying that your service is active? Does your telephone work?

Unknown30
Newbie
Posts: 3
Registered: ‎05-08-2021

Re: Unable to connect to Internet - Home router

Hi, thanks for your reply. The flat doesn't have a telephone. Here is the story: few days ago I was receiving a msg on my browser saying "http://failed.billing.plus.net/apps/payment/failed" but I was able to connect to the internet. Since this morning the light on the modem (or router, I'm confusing those two) is red and I don't have connection to the internet. I hope all these helps
dvorak
Moderator
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Registered: ‎11-01-2008

Re: Unable to connect to Internet - Home router


Moderators Note


This topic has been moved from ADSL Broadband to My Account / Billing

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dvorak
Moderator
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Re: Unable to connect to Internet - Home router

Seems you've been cut off for lack of bill payment - is the flat rented?
Who pays the bills?
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Baldrick1
Seasoned Hero
Posts: 7,631
Thanks: 3,408
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Registered: ‎30-06-2016

Re: Unable to connect to Internet - Home router

Ah, sounds like you have been cut off for non payment of bill. 

Sorry, I can't help with that.

Unknown30
Newbie
Posts: 3
Registered: ‎05-08-2021

Re: Unable to connect to Internet - Home router

Yes I'm renting the flat and the landlord pays for the internet. Can I somehow check with the internet provider that the bills aren't payed?
dvorak
Moderator
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Re: Unable to connect to Internet - Home router

Unfortunately not, they are unable to speak to anyone unless they are the account holder or named person due to DPA.
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adam945
Plusnet Help Team
Plusnet Help Team
Posts: 1,624
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Registered: ‎01-12-2020

Re: Unable to connect to Internet - Home router

Hi @Unknown30

Best thing to do here would be to contact your landlord to see what's going on here. I can't comment on anything, but if you'd like to provide me with your full address via PM, I'll be happy to see what's gone on here and can send them an email if needs be. Smiley

 Adam
 Plusnet Help Team - Leeds