Can someone help Plus Net won't help me!

welsh_cake

Hi everyone.

I subscribed to Plus Net and it was supposed to be all up and running yesterday. So when i got home from work i connected it all up, as the instructions said - I kept getting a message to say DSL not detected or DSL down (something along those lines).

Eventually i called Plus Net and spoke to a man who went through a few things with me and then said "oh you will have to borrow a router from someone". I explained i wasn't prepared to go knocking on my neighbours' doors as we have recently moved and i don't really know them. He said he would send an engineer out and that he would charge me £144.00. I explained that i was with sky previously and never had this problem before, it was always sorted out over the phone. He said there was nothing more he could do.

Anyways, i am now left with no internet. Does anyone know what "DSL connection down" means? I figured i would get more help on here than from Plus Net, but will be calling them back to complain.

thank you for any replies.

Phantom_Flan_Flinger

I'd say forget the phone support and get on to their forums and post in the Broadband and Routers section.
Their CS is usually much better on there.

macman

'DSL connection down' simply means that you have no broadband connectrion.
Did Plusnet confirm that your migration has taken place at the exchange and that the connection is now 'live'? It's not unknown for migration dates to slip a day or two , as this is not controlled by the ISP, but by BT Openreach. And if you were given a date of yesterday, that could be anytime up to midnight last night.
However you give no info about how you are trying to connect. If you are attempting to use your old Sky router, then you will get nowhere, as these are locked to Sky and cannot simply be reset to another ISP. You will either need to purchase a router from Plusnet, or (easier) just get a basic router from eBay or your local independent PC shop plenty at less than £20.
All the CS guy was telling you was that if they send out BT OR and there is no line fault (i.e. the fault is with your equipment, which appears to be the case) then you will have to pay the call out charge, which is standard practice.
A bit unfair blaming Plusnet for Sky's locked router (if that is what you are trying to use).

welsh_cake

Nope - the router is from Plusnet. The guy just simply said i would need to pay a call out charge or borrow a router. I received a text message to say my internet was now active and could start using it.

He just simply said that the router might be faulty and to buy myself a new one or borrow one, which i dont think i should do seeing as i have paid plusnet for their router.

macman

OK, so perhaps if you gave a bit more info about which model of router you are trying to connect with, which lights are illuminated etc, you might be able to get some more advice.
Have you connected the router to your PC by ethernet, connected the phone cable to master socket and router and logged into the router interface? Have you got ADSL filters on all active extensions (including any Sky boxes)? What is the reading of the status lights on the router once powered up?
If so, have you logged into the router interface and entered your new Plusnet username and password?
If their tech support were unable to establish if the router was faulty, and they know your connection has gone live, they're going to assume user error.
Of course if you can prove that it's faulty, they'll have to replace it.

JohalaReewi

Also, post on the Plusnet Community Forum (like Phantom Flan Flinger said).
The real tech guys are there (phone support is hit and miss).

welsh_cake

Hi Johala - Yes have posted on the forum as Phantom suggested - thanks.

macman - thanks for the advice. I am in work at the moment, as obviously couldn't post from home last night as i had no internet - have done all of what you say above and my mifi connection was saying "connected to plusnet wireless". I do have a sky box, but it is not connected to any phone lines.

macman

I'd forget about mifi for the moment. Set it up with ethernet, get that working OK and then move on to the wireless config. If it works OK on ethernet then the odds are your router is OK and the problem is in your wireless setup-which is not a Plusnet factor.
If everything has been set up as it should, then the key is the router light status-you should have green lights on for power+ADSL+Internet (will depend on the router but that's typical). More info can be given if you confirm the router model, mine was a Thomson 585, but that may now have changed.
These may help:
http://www.plus.net/support/broadband/bbfaults/noconnection.shtml
http://www.plus.net/support/broadband/hardware/index.shtml

welsh_cake

Thanks macman, it wouldn't work with the ethernet cable either last night, but i will start from scratch again tonight. Thank you for the links.

macman

Are you saying that it will connect wirelessly, but not via ethernet? In which case I would suspect a dodgy cable or port on PC/router. There should be 4 ethernet ports on the router-try another one.

welsh_cake

No, sorry it won't connect wirelessly or with the ethernet. I didn't think to try another port, but i will be doing this tonight. Thanks for all your help.