Changed account password, now no connection?

[#1]

The super secret password I used for my Plusnet account got compromised, so I went ahead and changed it, not realising it might [-Censored-] up my broadband. I've changed the password on the hub to match, but it still can't connect to the internet. Plusnet's fault bot says our line is fine, and I've tested all the hardware and nothing else seems to be the issue. Is a factory reset in order?

[#2]

@cathrynbriggs 

You've got nohing o lose by doing so. Note that any special settings like port forwarding rules will need to be reset

[#3]

Doesn't seem to have fixed anything. Broadband light is still flashing red.

[#4]

@cathrynbriggs 

You don't say which hub you are using. You need to log in to the hub an find the page with your username and password. If it's incorrect then disconnect the DSL cable and enter them in the form myuserrname@plusdsl.net and your new password. Plug the DSL cable back in and if necessaty select 'Connect'.

[#5]

@Baldrick1 do you mean 'myusername@plusdsl.net' and the account password?

[#6]

It's a Plusnet Hub One. Updated the username and password to match my account... still has red power light and flashing red broadband light.

[#7]

@jab1 

Woops, Yes. Original post updated.

[#8]

@cathrynbriggs 

So it hadn't updated after a factory reset? Have you stuck to the rules when setting the password and not been too clever with special characters? Can you log in to your Plusnet account with the new password?

[#9]

@cathrynbriggs 

have you used a super complex new password? It has been reported some special characters can cause login issues. Suggest you use a combination of Alpha and Numeric characters. 

I take it you can login into the members centre?

Dan.

[#10]

Factory reset changed details to setup@plusdsl.net ... updated to my account details. Simple alphanumeric password with an exclamation point. Does flashing red broadband light mean bad line? Thought it was solid red for bad password?

Edit: Can log onto member area fine and dandy

[#11]

@cathrynbriggs 

Report a fault at https://faults.plus.net.

[#12]

@Baldrick1
Fault logged.

[#13 · Accepted solution]

Thanks for your post @cathrynbriggs

I'm really sorry to see your broadband isn't working.

I've tested your line today and the tests are showing what's known as a "Loop Rectified" fault which is a bit like a short-circuit somewhere. Potentially we may need to arrange an engineer visit to investigate further, but I'd like to check a couple of things with you first as this sort of issue is often caused by a setup or wiring issues. 

Does the grey cable from your telephone socket go into the grey DSL port on the back of the router? Also, is your router plugged into the master telephone socket? Try the test socket as explained Here if possible too.  

Failing this, could you reply to the ticket you've logged on your account Here with when you'd be available for an engineer visit? If you can post back afterwards, I'll make sure we book the engineer as soon as we can for you.

Let us know how it goes.