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Anyone having their router forget their password?

iaptekar
Newbie
Posts: 2
Thanks: 1
Registered: ‎29-06-2019

Anyone having their router forget their password?

I am a recent joiner to plusnet. One of the first diffuclties I had was that  at least once a day the router disconnected, and refused to reconnect to plusnet. Every time I could go and re-enter my password and reconnect manually. There are no problems with the connection while connected. I was previously on sky and had no problems of this sort. Plusnet sent me a new router, but the problem remains. The logs continue to show an authentication error after a disconnect. Is it normal for the router to not be capable of reconnecting on its own? Does it not store the password? This I find unaccepatble and would rather go back and pay etra to sky for proper econnection management. 

10 REPLIES 10
Baldrick1
Hero
Posts: 3,199
Thanks: 1,385
Fixes: 87
Registered: ‎30-06-2016

Re: Anyone having their router forget their password?

Welcome to the forum.

It's not normal at all. It should reconnect without you having to re-enter your username or password.

A Plusnet staffer will no doubt be around tomorrow morning at the latest to look into this for you.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Anyone having their router forget their password?

Hi there.

I'm sorry to see you're experiencing connection problems. Unfortunately it looks like your account didn't activate automatically following completion of your broadband order which is likely the cause for the issues you're experiencing.

I've activated your account now, can you factory reset your router by pushing a paperclip into the reset pinhole at the back for 20 seconds please? Once you've carried this out the issue should be resolved.

Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
iaptekar
Newbie
Posts: 2
Thanks: 1
Registered: ‎29-06-2019

Re: Anyone having their router forget their password?

That's good to know. I have reset the router. Hopefully everything will work perfectly from now on Smiley Maybe you can let me know if it all looks ok at your end.

 

Thanks a lot

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Anyone having their router forget their password?

Cheers for getting back to us,

Everything looks good from this side now. Thumbs Up

Feel free to let us know if you need any further assistance.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Spud211
Newbie
Posts: 3
Thanks: 2
Registered: ‎14-08-2019

Re: Anyone having their router forget their password?

Hello, 

 

Sorry to hijack the thread but figuired it was better than starting a new one!  I am having exactly the same issue.  I tried to contact plusnet support this morning but they seemed confused about the problem and ultimately couldn't help me...


I will try another agent later if needed, but @Gandalf is there any chance you could take a look at my account also for me please?  I have the same problem as the OP and also I have noted that when I logon to my account, it says

"Your order is currently being processed.

See below for the next steps."

 

Even though I have been live with Plusnet for nearly 2 weeks Smiley

 

Many thanks if you are able to help!

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Anyone having their router forget their password?

Hi @Spud211 

I'm sorry to see your account didn't activate automatically following completion of your broadband order and that you're having experiencing problems with getting online as a result. I've just activated your account now, can you factory reset your router using the pinhole at the back letting me know how it goes?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Spud211
Newbie
Posts: 3
Thanks: 2
Registered: ‎14-08-2019

Re: Anyone having their router forget their password?

Many thanks, much appreciated.  I just received the email confirmed its activated and my account looks better now, so I expect this will be sorted Smiley  I will check when I get home and confirfm for you.

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Anyone having their router forget their password?

Not a problem and I'm sorry that this wasn't sorted when you got in touch with us earlier.

Keep me posted on how things go once you're home. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Spud211
Newbie
Posts: 3
Thanks: 2
Registered: ‎14-08-2019

Re: Anyone having their router forget their password?

Hi, 

 

All looking good thanks - reset and it automatically picked up the credentials and connected.  Many thanks Smiley

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 13,878
Thanks: 4,299
Fixes: 690
Registered: ‎21-04-2017

Re: Anyone having their router forget their password?

Perfect, thanks for confirming. Thumbs Up

Feel free to let me know if you need any further assistance with this or anything else.

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