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Signed up 5 weeks ago, still not connected. Normal?

antonias68
Interested
Posts: 1
Registered: ‎12-03-2018

Signed up 5 weeks ago, still not connected. Normal?

I signed up and was charged 5 weeks ago and although I finally received the router over a week ago I haven't had any email or communication from Plusnet since the 28th Feb. Was told the delay was because we had two phone lines (true, 15 years ago) and they didnt know which one to use but didnt bother to tell me this or ask me!

 

Am getting a bit fed up to be honest as thought this company would be better than the abysmal service we've had from TalkTalk, who have failed to provide any internet at all since 31st December.

When can I expect to have internet?

2 REPLIES 2
Mav
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Registered: ‎06-04-2007

Re: Signed up 5 weeks ago, still not connected. Normal?

Moderator's note by Mike (Mav): This thread is now in the appropriate board.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Signed up 5 weeks ago, still not connected. Normal?

Hi there. Sorry to hear about the delays you've encountered.

I can see your order has completed.

Our tests are showing your router in sync to the phone line but there's no connection on our side.

 

Can you run through the below steps letting us know how you get on?

1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Continue to Advanced Settings'
7. Click on 'Broadband'
8. Click on 'Disconnect' if necessary
9. Enter your broadband username, which is in the format of yourusername@plusdsl.net
10. Enter your broadband password, which is your account password
11. Click on 'Connect'

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I no longer have a regular presence here as I've moved on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet