topic Re: New Fibre Broadband not working in Full Fibre

New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 14:21:21 GMT

Not sure if anyone can help, but I had a new fibre line installed a few weeks ago to go with a new fibre package from Plusnet. It has never worked!

Openreach has been back to my house on three seperate times and I have run through a few things on the phone with Plusnet support - but it's still not working. Openreach are coming around again tomorrow - but they keep saying the same thing that their equioment is ok.

I have tried a factory reset on the hub. The hub itself defaults to a broadband username of setup@plusdsl.net and an eight character password that I cannot see.

Again over the phone with Plusnet I have tried to manually change these to my <username>@plusdsl.net and my account password. Whilst the hub will accept me changing the username, it always reverts back to the 'hidden' pasword when I press connect.

I have also tried changing my online password and using that new password in the hub broadband settings - but the hub will not accept any password except for the default one (whatever that is!).

I have also tried a generic router and whilst I was able to input my username and password into that, it still did not connect.

To be fair both Plusnet and Openreach staff have been good and pleasant - but it's a little fustrating that 2 weeks later I still don't have broadband.

Does anyone have any suggestions? (I can't keep taking annual leave for engineer visits!)

Re: New Fibre Broadband not working

bmc — Wed, 11 Oct 2023 14:20:57 GMT

@Dyl

Just for clarification - when you say you had a "new fibre line installed" was this for FTTP (pure fibre) or FTTC.

Brian

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 14:29:08 GMT

It's a pure fibre (300Mbps).

The old line was a 'copper line' that only gave me a speed of 40Mbps

Re: New Fibre Broadband not working

bmc — Wed, 11 Oct 2023 14:28:29 GMT

@Dyl

The only thing I can suggest is to disconnect the Hub2 from the ONT and then change your username and password before saving the changes. Then reconnect the ethernet cable and see what happens.

Brian

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 14:30:58 GMT

thanks Brian,

I have tried that previously, but when I press 'Connect' in the hub settings, it always changes the password back to the default (original) password - and doesn't work.

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 14:38:23 GMT

Apologies - just noticed I posted this in the wrong forum section.

Re: New Fibre Broadband not working

bmc — Wed, 11 Oct 2023 14:40:56 GMT

@Dyl

A new thought.

Have you a PC or laptop that supports PPPoE. If you have you could try a direct conenction.

Brian

Re: New Fibre Broadband not working

Mustrum — Wed, 11 Oct 2023 14:43:50 GMT

@Dyl You won’t know if the password changes, it is starred with the same number of stars regardless of how long or short it is.

The username should stay however, unless the router is factory reset. Does it?

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 15:02:34 GMT

Arfaid my laptop is old @bmc

@Mustrum that kind of makes sense with the password then. Because my password is 14 characters long, and only eight '●' characters show in the password box when I click "Connect", I thought it was defaulting to a standard eight character password. The hub does remember my username, unless I factory reset it. It then changes to setup@plusdsl.net.

Re: New Fibre Broadband not working

jab1 — Wed, 11 Oct 2023 15:12:14 GMT

Just a thought - has the Hub been correctly associated with the account?

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 15:15:15 GMT

I would assume so @jab1
The issue has been escalated within Plusnet and Openreach due to it being 2 weeks now, I would have assumed this to be one of the first things they check?

Re: New Fibre Broadband not working

jab1 — Wed, 11 Oct 2023 15:17:14 GMT

@Dyl I would have thought so, but the simple things sometimes are the ones that get overlooked. It was only a thought.

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 15:20:24 GMT

@jab1 yes, that's true!

Re: New Fibre Broadband not working

Dan_the_Van — Wed, 11 Oct 2023 15:27:03 GMT

@jab1 @Dyl

The account not being associated with the Hub should not cause this error as it's always been possible to override an incorrect username and password pair. Removing the WAN or DSL cable to add the correct username gets around that issue.

The Hubs event log may have a few pointers on what is happening.

Advanced Settings >Technical Log >Event log - a screen shot of category PPP just after the WAN cable is connected or export which creates a csv file of the event log, attach to a post

Edit: export is best

Re: New Fibre Broadband not working

jab1 — Wed, 11 Oct 2023 15:35:08 GMT

@Dan_the_Van Fair enough, it was just a thought, and as this is is an FTTP installation, I'm going to say no more - the possible reasons could be legion. 😉

Re: New Fibre Broadband not working

MisterW — Wed, 11 Oct 2023 15:59:01 GMT

@Dyl when the Hub 2 is factory reset and is trying to connect using the setup username , does the Hub light tt turn blue or does it stay red ?

Blue indicates that your plusnet account is not set up correctly.and plusnet should be able to fix it.

Red means that Btw/openreach haven't set up the circuit properly and it's not routing your connecton to plusnet, openreach need to fix it, but the engineer will need to talk to their 2nd line support!!

NB I am assuming that at .least one of the OR engineers has checked the ont serial no and that the lights on it are green !!🙄

Re: New Fibre Broadband not working

RichardB — Wed, 11 Oct 2023 15:57:49 GMT

Hi @Dyl

To see if we can help can you describe:

1) What are the lights on the ONT indicating?

https://www.plus.net/help/broadband/connection-troubleshooting/full-fibre/

Select the What do the lights on the ONT mean? option

2) What are the lights on the router indicating?

Select the Check your Hub lights option

Regards

Richard

Re: New Fibre Broadband not working

Dyl — Wed, 11 Oct 2023 17:46:02 GMT

Hi,

Thanks for the responses all.

I have attached a log from when the hub when I reconnected the WAN cable (using my username and password in the broadband hub settings).

When I do a factory reset, the hub initially is a solid green colour - and after a while returns to a solid orange colour. According to my plusnet book, a solid orange means the hub is working but isn’t connected to the internet.

There are three green lights on the Openreach ONT - Power, PON and LAN.

According to Openreach they have rebuilt the line twice to my house (Level 2 support?), and I have seen the engineer quoting the number off the ONT to the other person he was speaking with on the phone.

Re: New Fibre Broadband not working

RichardB — Wed, 11 Oct 2023 18:21:27 GMT

Hi @Dyl

That does look like lack of a connection between Openreach and Plusnet.

The router is sending the PPPoE Active Discovery Initiation (PADI) but not getting a response

I don't know if this is still functional but from:

https://community.plus.net/t5/Broadband/BT-Test-Login/td-p/844979

You could follow jaggies advice re the BT wholesale test login.

It would at least test the connection to BT wholesales network and after that to the Plusnet domian.

Regards

Richard

Re: New Fibre Broadband not working

MisterW — Wed, 11 Oct 2023 18:27:13 GMT

AIUI the OLT in the exchange is configured with your circuit I'd (BBEU) and ONT serial no. The BBEU gets sent to the BTw access concentrator with the pppoe discovery. The bbeu and account name is then used to route the ppp to the appropriate ISP gateway which then authenticates the account and password and establishes the ppp connection. If the standard setup@plusdsl.net account is being used then for authentication to fail the routing MUST not be correct as Plusnet will always authenticate that account.

As @RichardB suggests, trying the bt test credentials MAY be useful