WiFi problems

[#1]

Hi, I've had a problem with WiFi for a few days. I was still able to connect but I had to sign on frequently and it went to a page with an invalid security certificate. I ignored this on my phone and I was able to log in but my laptop for work didn't give me the option to ignore it so I've been trying various things, and made things worse in the process it seems.

Turning off and on again didn't help.

A factory reset resulted it taking me to the router set up screen when I tried to sign in and then although it was showing on the home tab that my phone was connected to the router I couldn't go that extra step and actually connect to WiFi.

A "HELP" txt ran through tests and everything seemed fine although it was unable to "refresh" my router. I eventually sent an "ADVISOR" txt and explained I'd need to text as I don't use the phone because of a disability but I assume other parts of the message aren't passed on as the advisor phoned me and left a message to send another "ADVISOR" text if I still need help.

Things have now got worse as before I had 4 lights on the router and now there are only 3, even after another factory reset. I went back to the "HELP" text option and it ran the tests and now it says "We'd like to discuss your service with you further." and again tells me to txt "ADVISOR".

So, does anybody have any suggestions to get me back on WiFi? Or do you know if advisors will txt if you don't use the phone and how you request that if it is possible?

I thought originally it might be a problem related to my payment as when I attempted to connect on the laptop it took me to a failedpayment page, or something like that - I paid on Saturday. I've read that this has been an issue in the past.

In case it helps - my router is model 2704N.

Thanks in advance.
Rachel

[#2]

@Furgus 

Would I be correct in assuming that by 'WiFI' you mean your 'Broadband' connection? As you have an ancient 2704 Hub you must be on either basic broadband or at best part fibre. I am currently assuming that you have a problen associated with your Account, possibly a failed payment flag that hasn't been cleared so I am moving your post there to give it better visibility.

[#3]

Moderator's note:
Thread moved from Tech Help to My Account/Billing

[#4]

Hi, thanks for moving my message. I wasn't sure if it was likely to be due to the payment or something more technical.

I am on basic broadband. I wish I could transfer to fibre. I won't get into it now as it's not relevant to my current issue, other than to say it's not possible at present.

Rachel

[#5]

@Furgus 

Be aware that the basic broadband service is in the process of being shut down, so in the very near future  your current contract will be transferred to EE. If you are vulnerable or have a care alarm you really must communicate with Plusnet, or get some-one to do it on your behalf.

[#6]

I wasn't aware of that. Thanks for letting me know. I don't have anyone who can contact them on my behalf but I'll start to think about my options. I don't need a landline but I do need Internet access as I work from home.

If my current problem with lack of Internet is due to a payment failure issue, do you know if someone who is likely to be able to fix it will see this message? I'm not sure how this works. I feel a bit stuck just now as I tried Facebook messenger too and they pointed me back to the txt option and here. The txt bot booked an engineer for tomorrow which I probably don't need, other than that I can't request this payment issue be looked into over the phone so I will have to ask them in person if it comes to that but it seems a terrible waste of their time if it is something that can be fixed remotely.

Thanks
Rachel

[#7]

@Furgus 

Do you know which PN service you're on - ADSL or FTTC?

If the latter then the replacement broadband service is called Fibre (which uses SOGEA) which is basically FTTC without the phone. FTTP is known as Full Fibre.

Brian

[#8 · Accepted solution]

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@Furgus wrote:
In case it helps - my router is model 2704N.

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The factory reset will have reverted your broadband connection username back to its default and due to the age of the 2704n, it won't have automatically reconfigured upon start-up.

It's very likely you will need to connect to the WiFi (or wire an Ethernet device to the hub), navigate to http://192.168.1.254 and reconfigure the broadband connection yourself my manually entering your broadband connection details.

This involves looking for a section where the username/password is detailed (username will likely be tr069@plusdsl.net), disconnecting and overwriting the username and password with: -

<your_plusnet_username>@plusdsl.net
<password_used_to_log_into_your_plusnet_account>

[#9]

Hi, thanks so much for your reply. I'm connected again. I found a restriction on my billing page because it needs me to pay my bill (which shows as paid) within "undefined days" but it allowed me to remove it temporarily. Doing that got my WiFi light back on the router and with your instructions I have WiFi connecting again.

Are you able to cancel the engineer that was booked for me for tomorrow? Or will they know I'm back online before they head my way?

Thanks again
Rachel

[#10]

Hi, I'm still on ADSL. I need to work on a few things before I'm able to change. Thanks for the information.

Rachel

[#11]

@Furgus 

Do you know what options are available regarding internet. If not, can you post a screen image of the results from the following https://www.broadbandchecker.btwholesale.com/#/ADSL

Brian

[#12]

Hi, I've attached the results from the link you sent for the broadband checker.

Thanks

Rachel

[#13]

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@Furgus wrote:
Are you able to cancel the engineer that was booked for me for tomorrow? Or will they know I'm back online before they head my way?

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The helpdesk would typically need to assist there Rachel but from what I used to know, I suspect is might be past the point of no return.

Glad to hear you're back in the land of the connected 🙂

[#14]

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@Furgus wrote:

Hi, I've attached the results from the link you sent for the broadband checker.

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So you are not on an FTTP Priority exchange, however:
WBC FTTC is "Unavailable"
WBC SOGEA is "Available"

This means, if you do have a landline phone with your ADSL, you need to decide what to do from here as the landline phone service is on the way out and you cannot now upgrade to FTTC (Broadband + Landline Phone). You could upgrade from ADSL (sooner or later you will have to!) to SOGEA, which is FTTC Broadband without a landline phone service - this requires no work at your premises. Or, Full Fibre (FTTP), also with the landline phone service being cancelled - this does require installation work at your premises. 

WBC FTTP is "Available"
FTTP Install Process is "1 Stage"

"Our records show the following FTTP network service for these premises:-Single Dwelling Unit Residential OH External CBT Complex L2C."
"FTTP is available and a new ONT may be ordered."

[#15]

@Furgus 

Thanks for the information.

Whether you stay with PN and use a VOIP supplier or move to an ISP who does both then you have a choice of which product to use - FTTC or FTTP.

Full Fibre requires more work to start with but is a better long term solution.

You're not in NI by any chance? The install narrative is somewhat unusual.

Brian