Had to open a new account but broadband isn't working now? Help

[#1]

After 3 weeks of no internet. I had a call yesterday to set up my new account because there were issues with my old one not coming off hold with the billing. I have woken up to no Internet???? It takes me to the sign in page and says 'session number' no more than a 100 session at a time allowed. I have had non stop issues with my Internet since moving it's been 4 weeks now and still I am having issues. Please sort this or I'm just going to cancel the lot..

[#2]

Hello @Cjmcaul

I'm sorry to hear that you're having issues here. I've checked the account and can see that you're unable to connect at the moment as your router is in setup mode. Follow the steps below and I'll be online in no time.

1. Make sure that your device is connected to the router, open up a web browser, and in the URL Field, enter 192.168.1.254, you should now be on your Plusnet Hub One Manager.

2. Navigate to Advanced Settings, you’ll now be asked to enter your admin password, this can be found on the router itself.

3. You should now see a sub-menu, select “Broadband”. Scroll down, and click “Disconnect”

4. You should now be able to edit your Broadband Username and Password. Your Broadband Username will be accountusername@plusdsl.net, and your Password will be the one that you use to log into your online Member Centre.

5. Click “connect”, you should now be good to go.

Let me know if you have any further issues at all.
 

[#3]

I've been on the hub and it doesn't let me access anything, it just shows as error. I click on the advanced settings page and it still shows the error message. I went through all this yesterday and entered my new log in details. It was working fine but now its gone off.

[#4]

@Cjmcaul Can you post a picture of this error message - preferably a screenshot?

[#5]

@jab1 Please see attached file

[#6]

@Cjmcaul Thanks for that. I'm not PN staff, but I have seen that message before. Can't quite remember what it signifies, but in the back of my mind, I think it indicates a situation which needs PN intervention/examination.

Do you have a desktop/laptop - pictures from them are easier to see?

[#7]

@adam945 please see attached screenshot. Any ideas?

[#8]

Thanks for getting back to us @Cjmcaul and apologies for the delay.

It looks like you're back up and running now from 7pm?

Let us know if you have any further issues.

[#9]

Yes all up and running now 😊thanks!

[#10 · Accepted solution]

Excellent! Let us know if there's anything else you'd need help with