topic Re: Full Fibre Connection Issue After Moving Into a New Home in Full Fibre

Full Fibre Connection Issue After Moving Into a New Home

El3ment — Tue, 07 Jul 2026 17:59:26 GMT

Hi all,

I've recently moved into a new property. My Plusnet account was transferred over, and I also upgraded to Full Fibre.

The fibre was installed yesterday, but the engineer couldn't get it working. After connecting the router, it just wouldn't establish a connection. He advised me to contact Plusnet for support.

When I called Plusnet, they told me my account transfer hadn't been fully completed yet and that there were some delays, but it should be activated within a few hours. Later that day, my account was updated and I received an email confirming that my broadband had been activated.

Unfortunately, my Plusnet Hub is still showing a solid orange light.

I called Plusnet again today, and they confirmed that my line appears to be working correctly, but they can't detect my hub.

So far I've tried:

Restarting both the ONT and the Plusnet Hub.
Factory resetting both the ONT and the Hub.
Manually entering my broadband username and password into the router.
Using a different Ethernet cable between the ONT and the Hub.

The result is always the same.

All three lights on the ONT are solid green, while the Plusnet Hub stays solid orange.

When I log into the router, the status page shows:

Connection type: External (FTTX)
Connection status: No Service
IP address, Gateway and DNS: Not available

If I manually enter my broadband credentials under Advanced > Broadband, it attempts to connect for a minute or two before changing to Disconnected, with a green tick next to it.

Plusnet has booked an engineer for Friday, and they're also sending me a replacement hub.

In the meantime, is there anything else I could try that might get it working before then?

Many thanks for any advice!

Re: Full Fibre Connection Issue After Moving Into a New Home

jab1 — Tue, 07 Jul 2026 18:17:26 GMT

@El3ment unfortunately, there is nothing you can do. It sounds to me like there is a fault/misconfiguration at the PN end, and to be honest I doubt a new Hub or an engineer will solve it.

You have done everything possible at your end, but if it won't connect after you have done as you say, it appears your account details have got screwed somewhere.

Having said all that, maybe, just maybe, it is a dodgy Hub, but...

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Tue, 07 Jul 2026 18:31:56 GMT

Hi @jab1 thanks for your response.

I'm concerned that it might be a configuration issue, which is why I contacted them.

I'm still hoping it's just a faulty hub, so I'll wait for the replacement to arrive and test that first. If that doesn't solve the problem, the only thing I can do is wait for the engineer to confirm that line has been installed and connected correctly.

Once I have that confirmation, I'll contact Plusnet again and hopefully they'll be able to resolve the issue.

Re: Full Fibre Connection Issue After Moving Into a New Home

jab1 — Tue, 07 Jul 2026 18:38:31 GMT

@El3ment If you have three green lights on the ONT, your connection is correct. One thought I did have is that the Hub has not been associated with your account correctly.

Probably won't work, but have you tried entering 'setup@plusdsl.net' as the 'user', and rebooting the Hub?

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Tue, 07 Jul 2026 19:00:30 GMT

@jab1 Yes, I did try it already multiple times.

Each time I enter my username (username@plusdsl.net) and password and click confirm a pop-up appears saying "Confirming..." with a spinning loading circle. After a few seconds, the pop-up background turns from red to green and displays "Disconnected" with a tick mark next to it.

I've also restarted the Hub afterwards, and I can see that my credentials have been saved, but it still won't connect.

Re: Full Fibre Connection Issue After Moving Into a New Home

jab1 — Tue, 07 Jul 2026 19:05:12 GMT

Ah, Ok, @El3ment . I'm no expert, but am leaning towards your Hub not being associated with your account - unless of course it worked at you previous address, in which case, maybe the engineer can help?

Is it a new router, or one you have taken with you?

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Tue, 07 Jul 2026 19:17:00 GMT

It's the router I brought with me from my previous address. It was working there without any issues.

It stopped working on 30 June, and at the same time my account status changed to "Processing the changes" and the fibre installation had already been scheduled for 6 July.

Re: Full Fibre Connection Issue After Moving Into a New Home

jab1 — Tue, 07 Jul 2026 19:23:03 GMT

Ah, that sounds even more like a PN error - my guess is that they disassociated your Hub from your account when the move took place.

I would contact them tomorrow and ask them to add it back.

Re: Full Fibre Connection Issue After Moving Into a New Home

MisterW — Tue, 07 Jul 2026 19:47:06 GMT

If the hub won't connect when configured manually with the correct username & password, then whether the hub is associated with the account or not doesnt matter. It's likely a BT Wholesale circuit build problem and will need the engineer to sort it.

Re: Full Fibre Connection Issue After Moving Into a New Home

jab1 — Tue, 07 Jul 2026 19:54:46 GMT

OK, thanks, @MisterW . Hopefully Friday's visit will sort it.

EDIT: Although, see post #7?

Re: Full Fibre Connection Issue After Moving Into a New Home

pvmb — Tue, 07 Jul 2026 20:10:45 GMT

@El3ment wrote:

Hi all,

I've recently moved into a new property. My Plusnet account was transferred over, and I also upgraded to Full Fibre.

The fibre was installed yesterday, but the engineer couldn't get it working. After connecting the router, it just wouldn't establish a connection. He advised me to contact Plusnet for support.

I called Plusnet again today, and they confirmed that my line appears to be working correctly, but they can't detect my hub.

All three lights on the ONT are solid green, while the Plusnet Hub stays solid orange.

When I log into the router, the status page shows:

Connection type: External (FTTX)

Connection status: No Service

IP address, Gateway and DNS: Not available

What exactly does it say on the main Status page for the Hub 2? e.g. On mine it also says Connection type but immediately underneath it reports the Hub to ONT link speed:

• Connection type: External (FTTX)

• WAN link speed: 1000Mbps

It seems most unlikely - especially as an engineer was involved - but I assume you have the ONT's Ethernet lead plugged into the Hub 2 WAN socket, rather than a regular Ethernet port?

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Wed, 08 Jul 2026 00:31:48 GMT

Yes, the Ethernet cable from the ONT is plugged into the WAN port on the Hub 2.

The WAN link speed is the same as yours:

Connection type: External (FTTX)
WAN link speed: 1000 Mbps

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Tue, 07 Jul 2026 20:56:26 GMT

@MisterW and @jab1 there is nothing else I can do now other than wait.

I'll try connecting the new Hub when it arrives - I should receive it on Thursday if there are no delays.

If that doesn't help, I'll wait for the Openreach engineer, and if the issue still isn't resolved, I'll contact PN again.

Thanks so much for all your help guys.

Re: Full Fibre Connection Issue After Moving Into a New Home

MisterW — Wed, 08 Jul 2026 06:23:19 GMT

@jab1

EDIT: Although, see post #7?

I hadn't noticed that. That would seem to suggest that something may have changed on the PN system.

@El3ment

I'm not sure if this has been checked, but if the Hub is factory reset , does it initially connect (led go blue) for a short time and then go red ? or does it just stay red ?

Re: Full Fibre Connection Issue After Moving Into a New Home

Dan_the_Van — Wed, 08 Jul 2026 06:49:38 GMT

@MisterW

The Hub two light does not go to blue first after a switch on or factory reset.

Sequence is >Green -->Orange --->Blue

If the password is incorrect the light will stay at Orange.

@El3ment
If you look at >Home ->Advanced settings -->Event log Do you see these messages?

00:04:26, 01 Oct. PPP: LCP down 00:04:26, 01 Oct. PPP: CHAP authentication failed 00:04:26, 01 Oct. PPP CHAP Receive success : authentication failure 00:04:26, 01 Oct. PPP CHAP Receive Challenge 00:04:26, 01 Oct. PPP: LCP up

Edit: does the password you are using work with the Members centre login?

Re: Full Fibre Connection Issue After Moving Into a New Home

Baldrick1 — Wed, 08 Jul 2026 07:08:21 GMT

@El3ment

Have you confirmed that you can log in to your Plusnet account using the username (less @plusdsl.net) and password entered into the router?

Re: Full Fibre Connection Issue After Moving Into a New Home

MisterW — Wed, 08 Jul 2026 07:40:39 GMT

@Dan_the_Van

The Hub two light does not go to blue first after a switch on or factory reset.

Sequence is >Green -->Orange --->Blue

If the password is incorrect the light will stay at Orange

Yes, but what I'm thinking is :-

After factory reset, the user reverts to setup@plusdsl.net , connects and then TR069 pulls down the user credentials (assuming the Hub is registered on the account) and then attempts reconnection with the users creds.

If the problem is down to a BTw circuit configuration error, then the setup@plusdsl.net connection will fail.

If the BTw circuit is ok and problem is Hub not registered or Plusnet account disabled , then initially the setup user will connect and show blue for a short period, then it will either fail the TR069 connection or pull the user creds and fail to login, showing orange

Re: Full Fibre Connection Issue After Moving Into a New Home

Dan_the_Van — Wed, 08 Jul 2026 07:57:46 GMT

@MisterW

I would expect the answer would be in the event log if the CWMP connection is made.

I would be looking for

08:08:47, 08 Jul. Hub is waiting to receive its configuration from Plusnet's activation hub remote management system. 08:08:47, 08 Jul. CWMP: session completed successfully 08:08:47, 08 Jul. Contact has been made with Plusnet's activation hub remote management system.

I note when the correct password is accepted the Connection box has a Tick in it just before it completes a validating the password.

A request for the event.log should be made.

Re: Full Fibre Connection Issue After Moving Into a New Home

El3ment — Wed, 08 Jul 2026 08:24:04 GMT

@MisterW After a restart or a factory reset, the light on the hub turn green, then changes to solid orange and stays that way. It also remains solid orange when I try to connect after entering my username and password.

One thing I've noticed is a mechanical click coming from the Hub just after the reset, a split second before the ONT's LAN light turns green.

Hi @Dan_the_Van
Thanks for your support.

My logs all look like this:

Yes, I'm using the same username and password that I use to log in to my Plusnet account (username@plusdsl.net), and they work perfectly fine on the Plusnet website.

After entering my credentials and clicking Connect, I get a "Connecting..." pop-up, which changes to "Disconnected"after a few second - please see the screenshot below.

@Baldrick1 Thanks to you as well for joining the discussion.

Yes, I'm using exactly the same credentials (username@plusdsl.net), as I use to log in to my Plusnet account when trying to connect the Hub to the network.

The funniest thing is that yesterday morning I received a text from Openreach saying an engineer would be coming today between 8:00 am and 1:00 pm, before I'd even reported the issue. I replied "NOT" to decline the appointment, but this morning I received another confirmation saying the engineer was still coming to install my FTTP, even though it had already been installed on Monday.

On top of that, Plusnet have sent me a new Hub, and I also have another engineer appointment booked for Friday. This one was arranged during my call with PN yesterday.

Re: Full Fibre Connection Issue After Moving Into a New Home

pvmb — Wed, 08 Jul 2026 08:42:31 GMT

@El3ment

"The funniest thing is that yesterday morning I received a text from Openreach saying an engineer would be coming today between 8:00 am and 1:00 pm, before I'd even reported the issue. I replied "NOT" to decline the appointment, but this morning I received another confirmation saying the engineer was still coming to install my FTTP, even though it had already been installed on Monday."

Let's guess again, based on my experience with my FTTP install. My guess is that "to install my FTTP" is nothing to do with a hardware install, which you say has already happened, it's to "install" the ONT connection on the network. i.e. For the engineer to look at your ONT, see its registration number and then phone up Openreach/Plusnet(?) to confirm. Presumably this couldn't be completed by the previous engineer visit.

In other words your ONT has not been 'installed', that is registered correctly on the Openreach system.