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MY Plusnet broadband Order

adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

MY Plusnet broadband Order

Hi, Can you please help me out here please. I subscribed for Plusnet bb . I was initially told that that my bb service was due on 21/11. I later received a message telling me my bb order is due to complete on 23/11. when i did not receive from Plusnet i chatted with Customer service who told  me supplier have started manual intervention and the order has been assigned to relevant department to clear the order and activate my services on 27th.. i feel I am being played around. Can moderator please let me know what is going on sincerely.
20 REPLIES
Moderator
Moderator
Posts: 27,325
Thanks: 1,889
Fixes: 173
Registered: ‎14-04-2007

Re: MY Plusnet broadband Order

Moderators are just customers with no access to your order.
You need a Plusnet CRT member to have a look.
That could well be tomorrow at the earliest now.

Customer and Forum Moderator. Windows 10 Firefox 63.0.3 (64-bit)

adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

My broadband  order was complted yesterday. It was set up as instructed. However, the security lock is still on despite the connected it is showing therefore I cannot log into internet. Any suggestions on what to do please.
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: MY Plusnet broadband Order

Hi adele1,
Sorry to hear about the issue and thanks for reporting a fault with us, our faults team will be responding to that soon.
Quote
However, the security lock is still on despite the connected

I'm not sure exactly what you mean about this, please let us know in further detail in case that's an issue on your side we can help you out with.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

Hi and thanks for your reply. What I mean by security lock is by the network connection which shows connected, there is a locked black padlock by it. I suspect that means I am not connected to the network. It also says Limited connectivity.
adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

What is the meaning of network does not give internet access please.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: MY Plusnet broadband Order

Have you checked your Firewall settings ?Huh
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adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

should the firewall be off or on pls. I also received a message saying connection between your access point router ------- and internet is broken.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: MY Plusnet broadband Order

It should be ON but make sure its allowing your connection
Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

Hi it is ON but not allowing me connection to the internet still.
rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,533
Fixes: 12
Registered: ‎01-12-2010

Re: MY Plusnet broadband Order

Hi  have a look here  Wink
http://windows.microsoft.com/en-gb/windows/understanding-firewall-settings#1TC=windows-7
Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
Corsair 750HXI Psu , Phanteks Enthoo pro case .
adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

Hi,Thank you for your reference.  I have opened the website and everything suggested is already done. I keep receiving the message connection between your access point  router or cable modem and internet is broken. I am getting to frustrated. Can the problem be coming from the exchange line?
jab1
Champion
Posts: 2,226
Thanks: 594
Fixes: 9
Registered: ‎24-02-2012

Re: MY Plusnet broadband Order

Hi adele1
No-one appears to have asked the question, but how are you trying to connect? I suspect from what you have said that it is wirelessly. IF so, can you connect using the ethernet cable and see if you can get online that way?
If you can, it strongly suggests that your wireless settings are wrong.
John
adele1
Dabbler
Posts: 11
Registered: ‎21-11-2015

Re: MY Plusnet broadband Order

Hi
I did try connection as suggested, still no internet connection. You are right, the connection is wireless. I am using dongel at the moment and it is connected through mobile broadband, but Plusnet is showing under wireless.
jab1
Champion
Posts: 2,226
Thanks: 594
Fixes: 9
Registered: ‎24-02-2012

Re: MY Plusnet broadband Order

OK, in that case I'm afraid I can't think of anything else to try at the moment, so I'll have to leave you in the hands of PlusNet. Sorry.
John