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internet says connected but not working?

bmcglashan1
Newbie
Posts: 2
Thanks: 1
Registered: ‎28-06-2018

internet says connected but not working?

Hi there, I have set up my new hub 1 router and light is blue suggesting all is working and in hub manager internet is connected. But it’s not actually working and devices say connected but no internet.

the Broadband username is stated as setup@plusdsl.net and not my own. I tried to change it to my own but then it said that it can’t connect to the internet.

Any help would be great
Thanks
9 REPLIES 9
bmcglashan1
Newbie
Posts: 2
Thanks: 1
Registered: ‎28-06-2018

Re: internet says connected but not working?

I fixed it in the end
Thanks
kwc113
Newbie
Posts: 2
Registered: ‎08-06-2018

Re: internet says connected but not working?

Hi,

 

I am having the same problem, how did you fix it?

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: internet says connected but not working?

Hi, @bmcglashan1,

 

I have spoken with our migrations team for you who have advised your broadband should be up and running.

 

A ticket has been updated for you here

 

If you have any further queries please feel free to get back in touch!

 

Thank you.

 

 
OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: internet says connected but not working?

Hi @kwc113,

 

I can see your service is live if you'd like to get your router set up.

 

Should you have any issues with making a connection please get back in touch. 

 

Thank you. 

stocktonman
Newbie
Posts: 3
Registered: ‎23-07-2018

Re: internet says connected but not working?

Having the same issue right now, don't know how to change my broadband username 

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: internet says connected but not working?

Hi @stocktonman 

 

Sorry to hear you are having this issue. 

 

You can find the basic connection details here

 

These should explain what you need to do. 

 

Let us know ho you get on - thanks 

stocktonman
Newbie
Posts: 3
Registered: ‎23-07-2018

Re: internet says connected but not working?

Yeah so that didn't really help me.  I connect to the setup@plusnet.dsl or what have you.  WHen I try to connect to my account it will not connect to internet.  Ive been having issues for a few weeks now and it still hasn't gotten resolved.  

kwc113
Newbie
Posts: 2
Registered: ‎08-06-2018

Re: internet says connected but not working?

Do you recall receiving this email? This was the email that mattered to me, as my account wasn't activated until then. Worth getting them to have a check to make sure your account is activated. It was annoying for me as well that I had to manually change the user on the router from setupdsl@plus.net to my own username before it would work.
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MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: internet says connected but not working?

Can you try changing the username again?

This should be sorted now

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