Home Hub 5 not accepting Username

[#1]

My Broadband stopped working so I am trying a different router before requesting an escalation of fault. BT Home Hub 5. I have reset it both at control panel and recessed button at back. I have gone to Advanced and in input my username@pndsl.co.uk. And password. The message comes up username incorrect or not supported by Home Hub. It doesn’t contain any peculiar characters and is in put on my old router. I verified the password with support yesterday. Any ideas? PS. I have read the Sticky.

[#2]

The username doesn't seem right to me, IIRC it's in the form username@plusdsl.net.

[#3]

My guess is that you have missed out a vital step.

Unplug the DSL cable (that's the one between the router and your BT socket BEFORE inputting your Plusnet credentials. Then whilst the router is showing 'connecting' plug the DSL cable back in.

[#4]

Hi @Tom2000, as @Browni has advised, the correct username format is username@plusdsl.net

If the issue still persists once the new router is connected and you have completed all other troubleshooting, please raise a fault and if you drop us a message once done, we'll pick it up for you.

[#5]

Thanks everyone. I will tackle this again when back in the office on Monday morning.

[#6]

The router rejects the user name even when off line.

[#7]

The username format is as on my original router. I suspect it is because this is a resold account.

[#8]

I connected my original router this morning and got a very slow unstable connection. Whilst sitting there contemplating things I had a go at the HH5 and changed the username to xxxxxx@plusdsl.net and it connected, with the same low speed, 283 kbps. I have logged the fault.

[#9]

Thanks for getting back to us Tom.

To investigate further could you send me a PM with your account username please?