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Transfer from John Lewis

psmithzimb
Hooked
Posts: 5
Fixes: 1
Registered: ‎07-09-2021

Transfer from John Lewis

Hi, I have just transferred from John Lewis. I was meant to be connected on the 2nd Sept but my router is still not working. 

 

I have also just received a new bill from John Lewis.

 

Can you please help?

 

Thanks

4 REPLIES 4
dvorak
Moderator
Moderator
Posts: 28,397
Thanks: 6,226
Fixes: 1,453
Registered: ‎11-01-2008

Re: Transfer from John Lewis


Moderators Note


This topic has been moved from ADSL Broadband to My Order

Customer / Moderator
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If it fixed it click 'This fixed my problem'
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,199
Thanks: 314
Fixes: 117
Registered: ‎26-03-2018

Re: Transfer from John Lewis

Hey there @psmithzimb,

I'm sorry to hear about this. Are you using the new Plusnet router, or the older John Lewis one still?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
psmithzimb
Hooked
Posts: 5
Fixes: 1
Registered: ‎07-09-2021

Re: Transfer from John Lewis

@TheMightyAJ The new Plusnet one. Any devices that connect to the router get the message "connected with no internet".

 

I have tried factory reset and all the troubleshooting on the website.

 

I received a new bill today from John Lewis covering September so I am currently paying both companies...

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,199
Thanks: 314
Fixes: 117
Registered: ‎26-03-2018

Re: Transfer from John Lewis

Thanks for confirming this. Please could you try the guide included 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.

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