Broadband username and password no internet

Claireold · ‎26-01-2022

I have moved into my new address and the live date was yesterday but I still have no internet connection. Technical support have tried to talk me through this but on the hub it is not accepting my broadband username and password. I've checked them and the technical support reset my password but it's still not working although entered correctly. Can someone help me please.

Townman · ‎22-08-2007

Hello, a warm welcome to the forums.

For the avoidance of presumption, exactly what password is not being accepted? Can you please be specific about what you can do? In this context there are a number of steps which might fit your description...

You cannot get the WiFi pass phrase accepted
You cannot log into the router
You cannot get your PlusNET account (domain name) / password into the router
You can do (3) but it does not connect

3. Is typically encountered if the password has special characters. There are some characters which are permissible in user passwords on the user portal which cannot be entered into the router’s internet connection details screen.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Claireold · ‎26-01-2022

Hi, number 2 I can't log into the router.

Baldrick1 · ‎30-06-2016

@Claireold

To log in to the router you type 192.168.1.254 into the address field of your web browser. The password that you enter is the admin password on the label on the back of the router, not your account password.

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Claireold · ‎26-01-2022

Hi, thanks for the reply but nothing comes up when I type that into the web address only "site cannot be reached"

Baldrick1 · ‎30-06-2016

@Claireold

Which web browser are you using? Also are you entering the address in the address field at the top of the browser page, not a search field as sometimes added by the likes of Google?

Have you tried either flushing the browser cache or trying a different browser?

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Claireold · ‎26-01-2022

Hi, yes I've tried in a different browser, on my phone too and cleared cache but it still says that the site can't be reached

Baldrick1 · ‎30-06-2016

@Claireold

This is weird, can you post a screenshot of the web page so that we can see?

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Claireold · ‎26-01-2022

Thanks for your help by the way. I have attached a screenshot

Baldrick1 · ‎30-06-2016

@Claireold

Are you trying to connect by wireless?

If so, have you first connected to the router wireless SSID in your device available wireless settings? Have you tried a wired Ethernet connection?

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Claireold · ‎26-01-2022

Hi, yes sorry that was my personal hotspot which is why I was getting the error. I can access the plusnet hub but when I enter my broadband username and password in the attached screenshot it doesn't do anything? It just says check username and password.

Townman · ‎22-08-2007

After putting in the password did you click connect?

What colour lights is the router showing?

Have you reflected on issue 3 above?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Baldrick1 · ‎30-06-2016

@Claireold

Right. Assuming that the password is correct then something has gone wrong at the Plusnet end.
You can check that the password is correct by seeing if you can log in to your Plusnet account.

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Claireold · ‎26-01-2022

Yes I can log into my Plusnet account with the password so I know that is correct. It's an orange light with a red flashing B. Plusnet are going to send an engineer out tomorrow morning but thanks for your help.