Order delayed - No information from Plusnet

[#1]

No surprise, plusnet fail again.
Router has yet to arrive, no text or email to say I’m activated.
I now have no internet and my old router won’t connect to plusnet credentials.
My landline appears to work, but after checking my number has been changed! Someone needs to look at my account and confirm it is active and my landline number needs to be restored to original.

Look forward to this being resolved rapidly.

[#2]

Not good, I'm really sorry that the connection hasn't gone live yet, I've just chased this up with Openreach and there's been a delay due to a system issue. They're putting that right for us and it should go live by tomorrow.  I know that will mean you could be without a connection for much of today and so we're really sorry for the hassle and I'll make sure we factor that into a good will gesture for you once it's gone live by way of an apology. 

I've checked on the router order and tracking shows that we dispatched it yesterday and that should reach you today. 

I need to apologise that we didn't communicate the temporary change of number with you too, this is sometimes necesary in order to transfer a line over, we then change the number back to the original afterwards. I've just placed the order for that myself now and that will change tomorrow for you.

[#3]

Day 4 and no internet and an increasingly annoyed plusnet ‘customer’.

Landline was switched back to correct number yesterday, txt telling me this had wrong info though.

Hub2 much like the other router I’ve tried sits on and an orange light, as it can’t authenticate my account, probably because you have failed to activate it STILL.

When is my internet going to actually work?! It has ruined my ability to do my daily tasks and work.

[#4 · Accepted solution]

@AJ_777 I've made some changes to your account which will allow you to connect to broadband, give your router a restart to refresh the connection. If you're still unable to connect, follow the below instructions - 

1. Open your web browser (Internet Explorer, Chrome, Firefox)

2. Please type 192.168.1.254 into the URL address bar

3. You should then see the Plusnet Hub One screen; Click 'Advanced Settings' the third option at the top.

4. Enter the Admin password located on the card on the back of your router or on the sticker on the bottom of the hub (this is case sensitive, so please type exactly as it appears).

5. Click 'Continue to Advanced Settings'

6. From the drop-down menu in the advanced settings please select 'Broadband'.

7. In the bottom right hand corner if the button says 'Connect' please do not click this and skip to option 8, if however it says 'Disconnect' then please click the button and wait 30 seconds for the next options to appear.

8. Under the 'Connection Information heading you'll see there is and option for 'Broadband username' and 'Password'; Please configure your router with the following and then click connect:

Broadband username: username@plusdsl.net (This is your username for the Plusnet account)
Password: Your account password (Used to log into our member centre)

9. After a few minutes the strip light on the front of your hub should go Blue and you should be online.

TROUBLESHOOTING

If at the point of step 7 you cannot see a connect or disconnect option in the right hand corner then you need to temporarily disconnect the RJ11 cable (internet cable) from the Grey DSL port and after a few seconds the option should appear. carry on with the steps but before you click connect again re plug the cable back into the router.

[#5]

Well done, I finally have internet and will mark this thread as fixed.

Logging in to plusnet website dashboard I see my phone line on your system is the correct number (the automated text/email quoted the temporary one).

Can my dashboard info be updated to show the correct package (and price) I'm on rather than incorrect Unlimited Fibre Extra.

[#6]

I'm not able to change the product on the account so you will need to speak to our Customer Option Team to change this over to ADSL. You can give them a call on 0800 013 2632 directly. They are open between:

08:00 - 20:00 Monday to Friday
09:00 - 19:00 Saturday
09:00 - 18:00 Sundays