topic Re: Authentication issue - DSL connection in Broadband

Authentication issue - DSL connection

piperstock — Mon, 10 Jul 2023 21:05:45 GMT

Hoping someone from PlusNet may be able to assist. At 6.40PM tonight my connection dropped and I’ve had no luck connecting since. Spoke with a CS staff member who ran a line test and looked through some other authentication checks, he said it showed from his logs that multiple PlusNet users are trying to connect to my service? I’ve left it with him that he’s going to speak to others tomorrow to follow up but I thought posting here may help to get me back online quicker.

I use a TP-Link router in bridge mode, which shows a successful DSL connection, along with an ASUS 86U as my main router. I’ve tried the original PN router with no luck, also tried the TP-Link router out of bridge mode as a standard router with no luck.

I’m fairly confident this isn’t an issue on my side, and that it’s an authentication problem on PN side.

Has anyone had this before and if so how was it rectified, alternatively if a PN technical staff member sees this could they take a look?

Thanks

Re: Authentication issue - DSL connection

jab1 — Mon, 10 Jul 2023 21:13:17 GMT

Bit late in the day for PN staff (or most Community members). I suggest you wait until you hear back. This sounds like it needs PN to do a bit of investigating, as it just shouldn't happen and only they have the tools/facilities to do so.

Re: Authentication issue - DSL connection

piperstock — Mon, 10 Jul 2023 21:16:19 GMT

It is really strange indeed, my connection has been rock solid for years. I’ll wait till the morning and hopefully it can be looked into further then.

I’ve tried the test auth accounts out of interest and also got nothing, the posts detailing those seem to be quite old so I’m not sure if they’re still active.

Re: Authentication issue - DSL connection

jab1 — Mon, 10 Jul 2023 21:21:02 GMT

No idea about the 'test auth' accounts - never heard of them to be honest and they'd be no good to me as I'm not with PN these days.

Re: Authentication issue - DSL connection

piperstock — Mon, 10 Jul 2023 21:33:03 GMT

As I can’t edit my original post, for further reference I’ve tried the following with no luck.

bt_test@startup_domain - Does not connect
bt_test_user@plusdsl.net - Does not connect

Re: Authentication issue - DSL connection

Mustrum — Mon, 10 Jul 2023 21:43:08 GMT

@piperstock did you also add the password when you tried those accounts?

Re: Authentication issue - DSL connection

piperstock — Mon, 10 Jul 2023 21:46:18 GMT

I’ve tried with and without. Apparently those tests account do not require authentication? So that adds a little more confusion.

Re: Authentication issue - DSL connection

Mustrum — Mon, 10 Jul 2023 21:57:20 GMT

It has been a while, but don't recall using them without a password.

Is there any major outage in the area?

And, back to basics, is the phone line working ok?

Re: Authentication issue - DSL connection

piperstock — Mon, 10 Jul 2023 21:58:45 GMT

Not that I’m aware of on the outages, and yes phone line works fine, I have a DSL connection showing in the TP-Link router, the line check came back without faults.

Re: Authentication issue - DSL connection

pjmarsh — Tue, 11 Jul 2023 08:26:42 GMT

Have you previously had a Plusnet Hub of some kind and given it away or sold it? Do you have a static IP address?

If so, I wondering if that has auto configured on someone elses line, which would give them the same external IP address as you, which would then likely cause issues.

Re: Authentication issue - DSL connection

piperstock — Tue, 11 Jul 2023 08:36:18 GMT

I don’t have a static IP, I still have my original PlusNet hub which I’ve tested with, and it won’t connect. Tried a factory reset on it too. I haven’t sold or given away any Plus Net hubs, I’ve only had this one since I signed up.

Re: Authentication issue - DSL connection

pjmarsh — Tue, 11 Jul 2023 08:45:54 GMT

Ok, no problem. I thought it worth ruling out. Hopefully someone can get to the bottom of it quickly.

Re: Authentication issue - DSL connection

piperstock — Tue, 11 Jul 2023 08:50:17 GMT

Definitely, I appreciate any ideas/suggestion to fault find with.

It’s a really odd one, especially as the test accounts also do not connect, but I have a DSL sync!

Re: Authentication issue - DSL connection

Baldrick1 — Tue, 11 Jul 2023 10:44:17 GMT

@piperstock wrote:
I still have my original PlusNet hub which I’ve tested with, and it won’t connect. Tried a factory reset on it too.

After the factory reset did you log in and check that it repopulated with your Plusnet Username and Password, or was the username: setup@plusdsl.net?

Have you checked that you can log in to your Plusnet account using the router username and password?

Re: Authentication issue - DSL connection

piperstock — Tue, 11 Jul 2023 10:50:26 GMT

I cannot confirm that it repopulated and I'm at work today so unable to check until later. I can confirm I can login to my Plusnet account with the same details I am entering into the router (excluding @plusdsl.net)

To be honest I don't think I have any working authentication on my line, I found a previous post on this forum with the same issue and it turned out to be an authentication issue at the exchange OR fixed.

Re: Authentication issue - DSL connection

piperstock — Tue, 11 Jul 2023 13:17:56 GMT

Rung and spoke to another advisor, as I didn't receive a call back and the person I spoke to yesterday didn't make any notes/tickets on the account.

They have booked an engineer for tomorrow, so hopefully they'll be able to get me back up and running.

Re: Authentication issue - DSL connection

willcutforth — Wed, 12 Jul 2023 11:50:17 GMT

Hey there @piperstock

Has the engineer been out yet? Is it all fixed?

Re: Authentication issue - DSL connection

piperstock — Wed, 12 Jul 2023 12:00:51 GMT

Had a call from the engineer this morning, apparently a card has failed in the cabinet resulting in around 50 properties unable to obtain a PPP session.

Asked if he could move my connection but apparently the cabinet is full on other cards, he explained that it's having to be passed to a different engineering team to replace the card but doesn't think it'll be fixed until the end of the week.

Re: Authentication issue - DSL connection

willcutforth — Wed, 12 Jul 2023 12:02:52 GMT

Ah that's really annoying! I can keep an eye on it for you if you would like?

Re: Authentication issue - DSL connection

piperstock — Wed, 12 Jul 2023 12:09:24 GMT

If you are able to see logs on the faults/cabinet that would be great, thanks! I guess you'll be able to find my location from my account, connected to Cabinet 6 if it helps.