topic Re: Cannot connect, but DSL light on? in Full Fibre

Cannot connect, but DSL light on?

Orana — Thu, 29 Jan 2015 09:13:01 GMT

Hello
I've recently upgraded to fibre from ADSL, and after the connection working OK for a few days I cannot connect at all. I am using the Openreach modem (Huawai HG612) and the new Plusnet 2704n router. The green DSL light is stays on constantly on the modem, but I cannot connect with the router, or directly via ethernet into the modem. I'm confident I've got the password correct. I've tried all the usual power cycling and resetting shenanigans.
The problems began when I tried to setup my Apple Airport Extreme instead pf the Plusnet router. I could not get it to work, so gave up, and when I swapped back to the Plusnet router I was unable to connect.
I have raised a ticket with Plusnet, but wondered if anyone had any bright ideas? My intuition tells me that there is something amiss with the authentication procedure; either my account is somehow locked, or its not expecting the password and username that I'm putting in?
Thanks

Re: Cannot connect, but DSL light on?

jelv — Thu, 29 Jan 2015 09:33:21 GMT

Have you tried leaving it all powered off for a long period (half hour or more)?

Re: Cannot connect, but DSL light on?

Orana — Thu, 29 Jan 2015 09:40:14 GMT

I've tried a quick on-off, half an hour ish, and overnight.
Each time I also left plenty of time after turning the modem on before turning on the router. The DSL light goes solid green pretty quickly (maybe 20 or 30 seconds).

Re: Cannot connect, but DSL light on?

AndyH — Thu, 29 Jan 2015 09:41:22 GMT

Is there any error in the router log?
Are you using the correct username? It should be in the format username@plusdsl.net

Re: Cannot connect, but DSL light on?

Orana — Thu, 29 Jan 2015 09:47:32 GMT

I've got the new Plusnet Zero 2704n router, and it doesn't seem to have any logs. I guess there is a hidden menu or login to access it but I can't work out how.
http://community.plus.net/forum/index.php/topic,135846.0.html
I'm definitely using the correct username of ******@plusdsl.net

Re: Cannot connect, but DSL light on?

plusnettony — Thu, 29 Jan 2015 15:14:59 GMT

Please give me five minutes and I think (hope) I can have you sorted.

Re: Cannot connect, but DSL light on?

plusnettony — Thu, 29 Jan 2015 15:20:38 GMT

Could you please re-try?

Re: Cannot connect, but DSL light on?

Orana — Thu, 29 Jan 2015 15:48:28 GMT

Thanks. I'll give it a shot when I get home from work this evening.

Re: Cannot connect, but DSL light on?

plusnettony — Thu, 29 Jan 2015 16:20:59 GMT

Cheers, if you could let me know either way please, because if I've fixed it, I want to roll out a little training.

Re: Cannot connect, but DSL light on?

Orana — Thu, 29 Jan 2015 19:34:40 GMT

Its fixed! Thank you very much. Any chance of telling me what was wrong, or what you changed? Just in case anyone else has a similar problem...

Re: Cannot connect, but DSL light on?

MatthewWheeler — Thu, 29 Jan 2015 19:37:22 GMT

From what I can see it looks like your connection was stuck.
That's why we passed it back originally as we thought it was working.
Tony was able to drop the stuck connection allowing you to get back online

Re: Cannot connect, but DSL light on?

Stoker — Fri, 30 Jan 2015 17:21:50 GMT

Maybe coincidence but I had exactly the same problem yesterday; solid green DSL light on the BT modem but no internet access.
It was a "stuck session" according to Ben who sorted it very quickly for me. This was around 2pm.
(And for the record, the 0800 no. was answered almost immediately. My only complaint is that the hold music while Ben was checking things was way too loud!)

Re: Cannot connect, but DSL light on?

JagoTom — Fri, 30 Jan 2015 21:38:00 GMT

I'm currently in the same boat. My DSL light is on however I have had no internet connection for the past 3 hours. I've reset router and open reach modem, for intervals of 5mins up to half an hour, still no joy.
The router either tells me the authentication is incorrect (it isnt) or if it does give me the connected wan ip (172.etc) I still cannot get online.
Anyone any ideas?
Appreciate any help in the matter.

Re: Cannot connect, but DSL light on?

drunkenmonkey — Fri, 30 Jan 2015 21:39:49 GMT

Currently an outage affecting a lot of customers: http://portal.plus.net/supportpages.html?a=2&support_action=messages&ispservice_id=connectivity

Re: Cannot connect, but DSL light on?

TimStephenson — Fri, 30 Jan 2015 21:47:12 GMT

Anyone have an update...? Nothing seems to have been posted since 18:16?

Re: Cannot connect, but DSL light on?

JagoTom — Fri, 30 Jan 2015 21:53:10 GMT

Thanks for the quick reply buntrob.
I guess I'll just have to monitor the link you posted and cross my fingers it get sorted soon.
@tim are you having the same trouble?

Re: Cannot connect, but DSL light on?

TimStephenson — Fri, 30 Jan 2015 21:58:35 GMT

@JagoTom sounds pretty similar - router has steady sync on FTTC, but can't get a PPP session running.
Lots of CHAP authentication failures being logged, but not much else.
Some sort of PN update would be handy but news doesn't seem forthcoming.

Re: Cannot connect, but DSL light on?

danny — Fri, 30 Jan 2015 22:02:50 GMT

I'm off as well and I suppose if past experience is to go by that will remain the same until Monday morning! Poor show Plusnet.

Re: Cannot connect, but DSL light on?

TimStephenson — Fri, 30 Jan 2015 22:08:24 GMT

Kind of reassuring it's not just us.. Had just updated the router firmware before it died - spent most of half an hour assuming that'd broken something & resetting settings!
Hopefully PN are considering this a major outage & working on getting it sorted. Would be rather useful if someone thought about communicating that to the customers however, or managed to get around to posting the promised 20:00 update.
http://portal.plus.net/supportpages.html?a=2&support_action=messages&ispservice_id=connectivity

Re: Cannot connect, but DSL light on?

JagoTom — Fri, 30 Jan 2015 22:13:19 GMT

Yes I thought it was problem my end as well, I only hope I haven't messed with the router settings too much!!