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New customer cannot connect

FIXED
Dudgers
Hooked
Posts: 8
Fixes: 1
Registered: 19-07-2017

New customer cannot connect

Switch over today but just cannot connect to the hub.Over 2 hours of trying so far and over 8 hours of no internet so ive lost work.

I have tried restarting many many times.Entered my username and password etc.
5 REPLIES
agedgopher
Aspiring Pro
Posts: 174
Thanks: 80
Fixes: 2
Registered: 02-12-2016

Re: New customer cannot connect

With a new set up it can take until 23.59 for your account to go live.

 


 

Dudgers
Hooked
Posts: 8
Fixes: 1
Registered: 19-07-2017

Re: New customer cannot connect

Thanks for that.just a bit confusing as it's saying connected but i cannot access any sites just brings me back to the hub page.
Plusnet Help Team
Plusnet Help Team
Posts: 8,948
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: New customer cannot connect

Fix

Hi there,

 

Your account hasn't activated automatically quite yet. I've just pushed this through and you'll shortly receive an automated email advising your fibre service is now live.

 

Ideally, the router shouldn't have been plugged in before your account activates as it can cause problems with the auto-setup process. If you're unable to connect, please can you factory reset your router for us?

 

Cheers

 

Anoush

 

EDIT: It looks like we've got success

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Dudgers
Hooked
Posts: 8
Fixes: 1
Registered: 19-07-2017

Re: New customer cannot connect

All ok..thank you
Plusnet Help Team
Plusnet Help Team
Posts: 8,948
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: New customer cannot connect

Happy to hear that! Thanks for letting us know.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team