Activation failed with 'stuck frames'. Should phone line be dead too?

[#1]

OK thanks Chris
I have started raising a ticket but guess I need to try this first:
"Change the part of your Broadband Username before the @ symbol to bt_test_user and change the password to test. If this connects you'll be able to see a test website by going to http://193.113.211.125/digitaldemo/"

[#2]

Select 'Yes' for this, it looks to have taken you down an incorrect router. On the very last page, it gives you the option to add your own notes, please specify on there that the broadband light is flashing and that you have swapped out all your equipment just as you have mentioned on here and that will get looked at for you.

[#3]

Still worth checking your DSL stats first...
If you don't see an entry for 'Modulation type' or any attenuation or power figures then you haven't got a DSL signal on your line.  If you do see these entries then it's worth moving onto authorisation issues.

[#4]

It's not showing any sync from our end at all - but yeah, worth a check.

[#5]

Thanks Chris - I have raised the ticket
Hi pwatson - I will check that page and post a screenshot when i get home.
Thanks both for your help.

[#6]

here u go

[#7]

Progress - You have ADSL on your line  
Now try the BT test login as this will confirm that the link to the exchange works.  
Can you post the last entries in the router log?  That may throw some more light on the problem as well.

[#8]

oh good thanks pwatson!
I've tried the BT Test login/pass but get the same denial. See attached.  Below are the router logs.  Apologies for their verbosity and thank you for trying to help me get connected.

Warning Jan 1 04:25:22 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 04:19:37 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 04:13:52 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 04:08:07 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 04:02:22 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 03:56:37 SNTP Unable to contact server: 198.18.1.2

Info Jan 1 03:53:20 CONFIGURATION mbus igd sync successfull

Info Jan 1 03:53:17 CONFIGURATION mbus atomic sync successful

Warning Jan 1 03:50:52 SNTP Unable to contact server: 198.18.1.2

Info Jan 1 03:50:30 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)

Warning Jan 1 03:45:07 SNTP Unable to contact server: 198.18.1.2

Warning Jan 1 03:39:22 SNTP Unable to contact server: 198.18.1.2  (rest of entries same as this)

[#9]

Are there any entries in the log about authentication or mentioning DSL?
Try bt_test@startup_domain with no password as well to connect.

[#10]

Hmmm.  I've tried 'bt_test@startup_domain' but with exactly the same results as in my last screen capture.  Also I've restarted the router to generate some more logs:
Warning Jan 1 00:23:50 SNTP Unable to contact server: 198.18.1.6

Info Jan 1 00:21:06 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)

Warning Jan 1 00:18:05 SNTP Unable to contact server: 198.18.1.6

Warning Jan 1 00:12:20 SNTP Unable to contact server: 198.18.1.6

Warning Jan 1 00:06:35 SNTP Unable to contact server: 198.18.1.6

Info Jan 1 00:01:44 xDSL linestate up (ITU-T G.992.5; downstream: 6077 kbit/s, upstream: 440 kbit/s; output Power Down: 19.6 dBm, Up: 12.7 dBm; line Attenuation Down: 51.5 dB, Up: 30.5 dB; snr Margin Down: 6.1 dB, Up: 21.7 dB)

Info Jan 1 00:01:17 xDSL linestate down

Error Jan 1 00:01:04 [ANTI_SPOOFD] (err) llist_getobject_at for ENV.ANTI_SPOOFD's value failed

Info Jan 1 00:00:47 xDSL linestate down

Warning Jan 1 00:00:38 DHCS server up

Info Jan 1 00:00:38 FIREWALL event (1 of 1): deleted rules

Info Jan 1 00:00:38 FIREWALL level changed to Standard.

Error Jan 1 00:00:36 UPnP framework enabled

Info Jan 1 00:00:36 FIREWALL event (1 of 1): modified rules

Info Jan 1 00:00:36 FIREWALL event (1 of 1): created rules

Error Jan 1 00:00:30 UPnP framework disabled

Error Jan 1 00:00:28 UPnP framework disabled

Error Jan 1 00:00:26 UPnP framework disabled

Warning Jan 1 00:00:14 KERNEL Warm restart

[#11]

Looks like your router is making no attempt to actually login.  I'd expect to see something about PPP and CHAP like this above the xDSL linestate up entry

Quote

Jan 1 00:02:14   PPP CHAP Chap receive success : authentication ok    Jan 1 00:02:14   PPP CHAP Receive challenge (rhost = ptn-ag04)    Jan 1 00:02:13   PPP CHAP Receive challenge (rhost = bras-red5.bs)    Jan 1 00:02:10   xDSL linestate up (ITU-T G.992.5; downstream: 7843 kbit/s, upstream: 440 kbit/s; output Power Down: 18.9 dBm, Up: 12.8 dBm; line Attenuation Down: 47.5 dB, Up: 26.5 dB; snr Margin Down: 3.1 dB, Up: 23.2 dB)

What's the model number of your old router?  It's worth persevering with trying this to check the line.
Other than that you'll now need help from someone who uses the Plusnet router (I don't) and they can take you through the checks needed to make sure the WAN settings are correct - PPPoA with the correct VCI settings etc

[#12]

It is a TG585 v7
I am flashing it with Plusnet firmware now to get the PPP VPN functionality and will give it a try

[#13]

OK, I would have tried it without reflashing but too late now...
If you haven't seen it, there's a config guide for the 585 here:
https://www.plus.net/support/hardware/thomson585web.pdf

[#14]

Good morning,
Well I tried to flash the firmware on my TG585 v7 using the firmware here:
http://community.plus.net/library/hardware/how-to-upgradedowngrade-the-firmware-on-the-thomson-585v7...
but the flashing failed each time with an error message along the line of 'router did not respond'.  I have since read here and on other broadband forums that the Bethere branded routers are un-flashable with anything but Bethere supplied firmware, which might explain why the flashing process is not working.
Thanks for pointing out the setup guide pwatson.  I had not seen it.  I don't think i will be able to set up the router for a PPPoA service though.  The firmware does not give me the right options.  See attached.
I guess it is worth asking for a replacement Plusnet router to try if no fault can be found at the Exchange today

[#15]

PS Chris - I have pasted my line stats into my support ticket.
I would like to establish an agreed course of action this morning following checking at the Exchange end
Thanks