Connected but no internet and no solution
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Connected but no internet and no solution
21-01-2023 1:11 PM
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I recently signed up for Plusnet full fibre for a house I just moved into in December.
The service worked up until Thursday 12th January when it suddenly lost connection.
After several phone calls trying to resolve issue and multiple reboots etc, Plusnet sent and engineer out. He left without solving the issue. Another engineer was sent out and he said he couldn't diagnose the issue as everything looked 'ok', but it just wouldn't connect to internet (blue light etc on). He recommended that I ask Plusnet for a new router.
This was sent out and I installed it yesterday - but I STILL have the exact same issue! I was on the phone to Plusnet yesterday for ages going through the usual resets etc. I explained to the girl that I had did all this before and nothing has solved the issue.
To be honest I just want the whole thing removed and I just want the old fashioned broadband (not full fibre). I desperately need service to enable me to work from home!
I asked the girl I spoke to yesterday to escalate it to her manager and I've asked them to get in touch asap. Nothing thus far.
Has anyone else experienced this and ultimately just couldn't get a connection?
Re: Connected but no internet and no solution
21-01-2023 1:35 PM - edited 21-01-2023 1:36 PM
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If you check the broadband connection page on the router, does the username show your correct accountname @plusdsl.net or is it setup@plusdsl.net ?
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.
Re: Connected but no internet and no solution
21-01-2023 2:31 PM
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Thanks.
Re: Connected but no internet and no solution
21-01-2023 2:35 PM
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Re: Connected but no internet and no solution
21-01-2023 2:43 PM
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Then alter it to your username and the password for your account.
Re: Connected but no internet and no solution
21-01-2023 2:50 PM
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Re: Connected but no internet and no solution
21-01-2023 2:55 PM
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@MisterW Forgot the need to disconnect - a while since I saw this question.
Re: Connected but no internet and no solution
21-01-2023 3:21 PM
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And the password they ask for when I call?
Re: Connected but no internet and no solution
21-01-2023 3:26 PM
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Yes to both - your username in the format of 'username@plusdsl.net' and password associated with it.
Re: Connected but no internet and no solution
21-01-2023 4:00 PM
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Re: Connected but no internet and no solution
21-01-2023 4:04 PM
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@Irene70 Another thing to try then - push the end of a paper-clip or similar into the reset hole on the Hub and hold it closed for ~ 30 seconds or until the light turns green, release and let the Hub reset, usually takes around 5 minutes.
Re: Connected but no internet and no solution
21-01-2023 4:05 PM
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but what colour was the light now ?
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.
Re: Connected but no internet and no solution
21-01-2023 4:39 PM
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Re: Connected but no internet and no solution
21-01-2023 4:40 PM
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Very frustrating.
Re: Connected but no internet and no solution
21-01-2023 4:46 PM
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