topic Re: No Internet on Activation date in My Order

No Internet on Activation date

jenkib — Fri, 06 Dec 2024 06:03:43 GMT

Hi, today is our activation date and we have no service.

We switched from Vodafone full fibre to Plusnet full fibre. We have an openreach ONT.

Is there a downtime between switching networks? Or has there been an issue with the switchover?

Re: No Internet on Activation date

jab1 — Fri, 06 Dec 2024 07:19:35 GMT

@jenkib What lights (and colours) do you have on the ONT and the Plusnet Hub2?

Re: No Internet on Activation date

Townman — Fri, 06 Dec 2024 12:38:57 GMT

Is it a one port ONT or a multi-port ONT?

There have been cases with multi-port ONTs where the new service has been provided on one of the other ports.

Re: No Internet on Activation date

jenkib — Sat, 07 Dec 2024 12:17:08 GMT

It's a single port ONT

Re: No Internet on Activation date

jenkib — Sat, 07 Dec 2024 12:19:05 GMT

Hub 2 is solid orange, the ONT has PON and LAN as solid green, LOS is not lit up.

Re: No Internet on Activation date

jab1 — Sat, 07 Dec 2024 12:21:07 GMT

You've provably tried this, but rebooting the router is always a useful exercise.

Re: No Internet on Activation date

MisterW — Sat, 07 Dec 2024 12:40:50 GMT

and assuming you haven't manually changed the username in the Hub 2, does it show the username as setup@plusdsl.net or <youraccountname>@plusdsl.net

Re: No Internet on Activation date

MatthewWheeler — Sat, 07 Dec 2024 12:45:02 GMT

Sorry to hear this @jenkib

It looks like your router is trying to connect with an incorrect password most likely due to you changing the password after the router was dispatched.

I've done some work on my end which should have sorted this. Can you do a full factory reset using the pinhole on the back and that should get you online.