topic Re: Can't log into Hub manager in Broadband

Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 09:15:03 GMT

Can anyone help me? I'm getting an orange flashing light on my router, but I get this message when trying to log into the hub manager.
I'm unable to post a photo of the error message I get! But it says this site can't be reached, web page might be temporarily down or it may have moved permanently

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 09:18:05 GMT

@cwardle16 Welcome to the forums. Which Hub have you got? How long have you been with PN?

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 09:23:38 GMT

We have plus net hub one and are new customers

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 09:31:56 GMT

Have you ever been able to log into the Hub, and how 'new' is new? If you have the Hub1 you must have been here a little while, as brand-new customers receive the Hub2.

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 09:35:14 GMT

No we received this hub last week and got the connection email last night

Re: Can't log into Hub manager

dvorak — Tue, 12 Apr 2022 09:35:30 GMT

ADSL customers get the Hub1 @jab1

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 09:39:45 GMT

@dvorak Didn't realise that, so thanks.

@cwardle16 Try pushing a paper-clip or similar in the reset hole on the back of the hub and holding it closed for 30 seconds or so, then release and let the Hub reset.

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 10:17:43 GMT

Tried to reset. It goes blue but then flashes orange. My husband doesn't think they've connected us yet, despite the email

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 10:26:16 GMT

OK. What day did they say they would connect you? If it was today, that could be any time up to 23.59.59 as the 'system' has to fully update.

Re: Can't log into Hub manager

Baldrick1 — Tue, 12 Apr 2022 10:27:57 GMT

@cwardle16

You should be able to log in to the hub regardless of whether you have Internet access.

How are you trying to do this? You should enter 192.168.1.254 in the address field on your browser. Are you connecting over wireless or Ethernet? If you are using a computer the address field is at the top of the browser page. If you also have a search field provided by the likes of Google then this will not work for logging in to the hub.

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 10:29:28 GMT

Just beat me to it, @Baldrick1 . I was just amending my previous post to make this point. 😉

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 10:32:08 GMT

Hi @Baldrick1 I'm putting the hub manager address into the internet address field on my phone. I haven't tried my laptop as I have no internet, so didn't think it would work.

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 10:34:20 GMT

@cwardle16 As @Baldrick1 says, you don't need internet access to log in to the Hub. Try the laptop - phones can be a bit flaky,

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 11:04:07 GMT

Just tried the laptop and I'm still getting an error message
'This site can't be reached'
I'll keep trying and if we get no joy by tonight I'll phone them.
Thank you all for your help

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 11:12:44 GMT

If you are merely trying to log into the Hub, is it powered on and plugged in correctly? That message suggests otherwise, if you are entering 192.168.1.254 into the address bar.

Re: Can't log into Hub manager

cwardle16 — Tue, 12 Apr 2022 14:31:41 GMT

I've managed to log into the hub and using the troubleshooter the router is on and working. However each time I try to open my browser it brings the plusnet hub window up and I have to select 'use internet connection as it is'.
Also the hub says user name as setup@. Is this correct? Or do I need to make some adjustments?
Many thanks

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 14:43:04 GMT

@cwardle16 Glad you've got into the Hub. If your 'go live' day is today, as I've said before it can take up to midnight for the PN system to fully integrate. That 'setup' user suggests that it is not fully up and running yet. If it still shows like that tomorrow morning, you will need to manually input you PN username and password.

If you want to see if it is just a system hold-up, try doing that now - it can only refuse it, and you can always try again in the morning.

Any problems tomorrow, come back here and we can possibly advise further.

Re: Can't log into Hub manager

Gandalf — Tue, 12 Apr 2022 15:06:15 GMT

Hi there,

I'm really sorry to see your router's not working. Can you private message me your account username so I can take a closer look? I've tried to find your account from the details in your forum profile but nothing's matching up

Re: Can't log into Hub manager

jab1 — Tue, 12 Apr 2022 15:10:06 GMT

@Gandalf Is it possible the system hasn't fully configured the OPs account as it was supposed to go live today - up to midnight?

Re: Can't log into Hub manager

Gandalf — Tue, 12 Apr 2022 15:13:23 GMT

Maybe but it's probably prudent to double check and see if there's anything we can do to manually push things through.