FTTC install - Red internet hours after engineer visit

Just a quick query, had FTTC installed early this morning, engineer tested, all OK. Followed the instructions of router plug in, wait 15 minutes and so on but the internet light remains red with "auth fail" when i log into the router.
I've tried factory resets, power cycles and so on but 4 hours on its still not letting me log in.

Same trying pppoe dial from the desktop PC using my credentials.

So, what is the average time for a connection to actually start working after the modem and router have been installed and fitted? Is it worth raising a ticket about this?

Due to the unique way PlusNet works, because you can be connected at any time today by the engineer, they don't turn your connection on until 23;59 tonight.

Weird isn't it ..

I don't understand it either.....

You'll need to call them and they'll enable the connection straight away or wait until tomorrow.

Interesting (and directly contradicts the "wait 15 minutes" in the install guide!). Will submit a ticket now to see if that helps.

In reply to a post by String:

Interesting (and directly contradicts the "wait 15 minutes" in the install guide!). Will submit a ticket now to see if that helps.

Yeah, their systems should see you trying to authenticate and enable it - seems to work for ADSL services, not once found it works for FTTC services...

Have you got the format of the username correct in the router?

It is your (account) username@plusdsl.net

I ask because that is a common error.

That's all correct - im assuming the problem is as Tam suggested.

Ticket was raised a few hours ago to see if it'll speed things up.

In reply to a post by Tam:

In reply to a post by String:

Interesting (and directly contradicts the "wait 15 minutes" in the install guide!). Will submit a ticket now to see if that helps.

Yeah, their systems should see you trying to authenticate and enable it - seems to work for ADSL services, not once found it works for FTTC services...

It seemed to work for me although I did feel that the transfer process was a bit broken.

The day before my account was due to go live I got an email saying that they'd booked an engineer for the following day. That was too short notice for me to do anything about it so since I was transferring an existing FTTC service I ignored it. I heard nothing more so when I got home I just reconfigured my router and found that it was working. I still haven't been officially notified that the move completed but after two months I think I'm 'in'. Least-wise I'm getting a service and they are taking their money

Edited by Andrue (Tue 13-May-14 15:45:52)

need to post the ticket number here so they can identify you...

In reply to a post by RobertoS:

Have you got the format of the username correct in the router?

It is your (account) username@plusdsl.net

I ask because that is a common error.

Or in some cases (such as mine - old account) it can be username@plus.net - i.e. no 'dsl'

Just being pedantic

In reply to a post by Tam:

Due to the unique way PlusNet works, because you can be connected at any time today by the engineer, they don't turn your connection on until 23;59 tonight.

When did they start doing that? My morning installation(last year) connected straight away.