Broadband has been activated but my router has been flashing orange for the past five hours.

[#1]

Hi all, 

I'm a new customer and I recieved the notification that my broadband was ready to go at 20:35 last night. It's 03:35 now and my router is still flashing orange. Does anyone know what might be going on?

I've attached photos of my router and Master Socket - it's all plugged in correctly as far as I know.

Thank you. 

[#2]

@jscowcroft99 It is just possible your Hub hasn't auto-configured - try the following:-

Log in to the hub by putting 192.168.1.254 in the address field of your web browser.

On the Home page under My Services you will see the current Broadband Username. If it’s setup@plusdsl.net then it has not been configured by PlusNet authorisation systems.

First try a factory reset of the hub by pushing a paperclip or similar into the reset hole and hold the switch closed for at least 20 seconds, the LED should turn green and then release

Leave the Hub One for around 10 minutes and check Home page for correct Broadband Username <your username>@plusdsl.net

If it still shows setup@plusdsl.net follow these steps.

Navigate from the Home page to >Advanced settings (you will be required to enter the Hub One admin password this found on bottom of the Hub or card with WiFi password).
Click on Continue to Advanced Settings then >Broadband >Internet

This page details your broadband Internet Connection Configuration.

Click on disconnect, if this does not work it may be necessary to remove the DSL cable.
Enter your correct username <your username>@plusdsl.net and password.
Plug in DSL cable (if removed) and click on Connect
Check your Hub One has logged on to the correct Broadband Username

[#3]

@jscowcroft99 Hi there and I'm really sorry for the poor start with us, I've just checked your account and can see that we've needed to arrange an engineer visit, I hope they're able to get the issue fix there and then for you and please shout up if there's anything else we can help with in the meantime. 

[#4]

Hi John,

Thank you for the solution but it didn't work. Support changed my password on the phone, twice, and the router just refused to connect. Engineer is coming in a week(!).

James

[#5]

No problem, James - but if you don't try, you don't know. You obviously have a greater problem.

[#6]

Thanks for the update @jscowcroft99, I am sorry the password reset did not resolve the issue.

Please let us know how the visit goes.

[#7]

Engineer came, played about with the router and confirmed it was a problem at the Exchange. Does anyone know how long this might take to fix? I've been without WiFi for almost three weeks now and it's bordering on ridiculous - especially since I work from home.

[#8]

Hiya @jscowcroft99, thanks for getting back to us. I'm pleased the engineer has been able to confirm the fault location though really sorry to hear this is still ongoing and for the length of time you've been without service, this is of course not what we want.

It looks like we received an update earlier today to advise that a phone line fault has now been raised with an estimated response time of the 25th. Please note it could be fixed before then but our suppliers have requested we check back on the 26th.

Our faults team are monitoring this and updates are added to your fault ticket here: https://www.plus.net/wizard/?p=view_question&id=222039378

I'm really sorry for the continued disruption this causes.

[#9]

Openreach called at 7am morning and said the problem should be fixed. I turned on my router but had the same issue, to which the Openreach person said he'd send out a field engineer today and to keep an eye on my phone.

It's almost 3pm and I've heard nothing. Do I really have to chase this again?

[#10]

Good Evening, thanks for getting back to us.

I'm really sorry for the ongoing issues, we weren't expecting an update back from our suppliers until tomorrow but can see that an engineer has worked on this today.

Our suppliers have now passed the fault back to us advising they believe this to be resolved. I have retested the line and no faults are now being detected, though can see you still have no active connection. Can you please advise if you currently have your router connected and turned on?