topic Re: Internet Connection Configuration still loading? in Broadband

Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 16:53:08 GMT

Our last router stopped working so we were delivered a new Plusnet Hub One which hasn’t connected. We were told to go through the hub manager and to go to advanced settings etc go to the internet tab and select disconnect- however there was only a connect button so I clicked it and for 24hrs now the screen has said ‘internet connection configuration PPP connecting’
We still have no internet and it’s been connecting itself for 24hrs.

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 17:01:49 GMT

@pink_123 welcome to the forums. I've not heard of that before, but one thing you could try is a reset of the Hub. Press the end of a paperclip or similar into the reset hole on the Hub, hold closed until the light goes green, release and let the Hub reconfigure, which takes around five minutes.

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 17:07:21 GMT

Thank you for your response, I’ve done this reset about 5 times since yesterday and it does nothing! It goes through the cycle of lights it does but eventually it turns back to orange and the page online on the the hub manager still says PPP connecting

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 17:11:06 GMT

OK - sounds like there is a problem at Plusnets end. I would ring and ask them to check. I'm aware you have already called them, but they are the only ones who can sort this.

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 17:17:23 GMT

Ah okay, I’ll do that now, thanks again:)

Re: Internet Connection Configuration still loading?

nitram — Wed, 15 Feb 2023 20:31:16 GMT

Have you tried 'troubleshoot by text'?

https://www.plus.net/help/report-a-problem/broadband/

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 20:38:22 GMT

Yes the first thing I tried, I’ve been on the phone with multiple plus net workers who have all ran tests too!

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 20:39:26 GMT

Any results, though?

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 20:45:31 GMT

Nope nothing, Plusnet workers don’t know what’s going on and why it’s not connecting once they’ve ran tests

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 20:48:20 GMT

Then first-line support should pass it on to second-line. What, if anything, is showing in your event log?

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 20:55:58 GMT

Event log? We have an engineer coming in a couple of days but other than that nothing has been logged anywhere, that’s the only option we’ve been given

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 21:03:22 GMT

Sorry, didn't know your experience level.

If you can get into the Hubs interface, navigate to the page shown below, click 'troubleshooting' and then 'event log'.

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 21:11:19 GMT

Just this type of info over and over

Re: Internet Connection Configuration still loading?

jab1 — Wed, 15 Feb 2023 21:19:13 GMT

OK. It appears you are connected to the internet. However, it also appears the username and/or password you are entering is not being recognised, and for some reason you do not have two-way traffic on the connection.

To be honest, I can't really explain that, but hopefully the BT engineer can solve the issue.

Re: Internet Connection Configuration still loading?

pink_123 — Wed, 15 Feb 2023 21:21:08 GMT

its odd!

I'll post the outcome here once it is solved by the engineer hopefully

Re: Internet Connection Configuration still loading?

corringham — Thu, 16 Feb 2023 09:27:48 GMT

@jab1, just out of curiosity - from the image of the log posted above, what tells you the hub is connected to the internet?

I see Admin log-in, and some device connecting to the wifi. The associated/disassociated messages a second apart are the wifi device (the MAC identifies it) connecting. I don't see any internet activity at all.

The date being 30 Aug also suggests that it hasn't received date and time from the internet at all.

Re: Internet Connection Configuration still loading?

jab1 — Thu, 16 Feb 2023 09:22:51 GMT

@corringham Messages at 01.01.02 and 01.01.04 - unless I am totally misreading, in which case, I apologise.

Re: Internet Connection Configuration still loading?

corringham — Thu, 16 Feb 2023 09:29:39 GMT

I just re-edited my previous reply. The message you refer to is for the wifi device - the MAC address in the associated/disassociated messages is the same as the MAC address of the device that subsequently gains a lease.

Re: Internet Connection Configuration still loading?

jab1 — Thu, 16 Feb 2023 10:17:04 GMT

Understand.

Re: Internet Connection Configuration still loading?

pink_123 — Mon, 20 Feb 2023 12:36:57 GMT

It was a problem with the outside! Open reach are fixing it currently however it should’ve been diagnosed when the first engineer came over but unfortunately it wasn’t 😕
Thanks for all your replies!