Fibre internet “connected” but no internet

[#1]

I’ve recently moved into a new flat and am trying to set up my Plusnet fibre broadband. The light on my hub is blue and the Plusnet Hub One lists my internet as “connected”, but I can’t use it.

I've had emails saying both phone and broadband are ready to use. The engineer who connected the line also set up the broadband.

In the Settings tab, when I click Enter my Broadband username and password, I see a message saying “You’re already connected to the Internet. No further setup is needed.”

I have followed all the troubleshooting but nothing works. I have attached a couple of screenshots showing some of what is happening.

[#2]

I also have the same problem. I have found that I can connect through a VPN but not directly through PlusNet. It is telling me to login first to join but now I can't even access the login screen! Did you get this problem resolved yet?

[#3]

Hi Julie

It's all sorted for me now. I spoke to someon on the helpline half an hour ago and they said it was because the router was set up before the account was activated. I don't really understand but they controlled the router remotely to reset it and all good now.

Penny