Dead internet connection

[#1]

@MisterW Post #17 suggests to me they should be able to connect?

[#2]

Agreed , they SHOULD be able to connect. However, the fact that the setup user won't connect means that the Wholesale network isn't accepting  the connection

[#3]

OK. This is driving me mad, so I think I'll go and do a few Times/NYT  crosswords instead - they're easier. 😉

[#4]

@saidalinneagoe 

Not sure how easy it would be for you but can you attached the event log?

Navigate on the hub >Home ->Advanced settings --> Technical log --->Event log ---->select Export. This downloads a CSV file version of the event log.

Attach it to a reply window. If you are using a tablet or smart phone the browser need to use 'Desktop' site when viewing the reply screen. Three dots or line top right of the browser should reveal 'Desktop site'

or

Look at the event log. select category PPP. this should give a hint on whats happening.

[#5]

I gave you the event log. But the log is since the last reset, and i done many. Now the modem is flashing orange, is not steady anymore.

[#6]

this is the status file again

[#7]

this is the info file again

[#8]

@saidalinneagoe Check all your cables are securely attached. If they are there is a fault in the Openreach network, which Plusnet will have to raise with them, as @MisterW  said above.

Call PN Support and insist that this is done.

[#9]

@saidalinneagoe 

All the event times in the log start at 00:00 01 Oct, so everytime the Hub is restarted the time reset until a NTP sync occurs.

The modem has established a connection.

00:01:07, 01 Oct. DSL Link Up: Down Rate=67000kbps, Up Rate=16995kbps; SNR Margin Down=8.9dB, Up=9.7dB

BUT

The router is failing to make a PPPoE connection.

00:30:50, 01 Oct. PPP: Sending PADI

This situation continues until

02:55:33, 01 Oct. DSL Link Down: duration was 10474 seconds <-- was the DSL cable disconnected ?

Time resets to 00:00:15, 01 Oct. System start Button press (PowerButton) <--- looks like the hub was restarted.

When you speak to plusnet support, tell them your Broadband User is not logging on, as you are not getting a PPPoE connection.

Edit: and thanks for the three exported files

[#10]

Also see this (technical): https://community.plus.net/t5/Broadband/FFTC-worked-well-for-years-failed-a-few-days-ago-PPPoE-MAC

If my hypothesis is correct, you can try these solutions (sorry, they're not easy):

1. Ask Plusnet to send you another Hub 2. Technical: it will have a different DSL-facing MAC address and will be able to get through to the PPP server

2. Switch your Hub 2 to Bridge Mode (in Advanced settings), connect your laptop/PC directly to one of the three yellow ports with an twisted pair Ethernet cable supplied (or any other RJ45 twisted pair Ethernet cable), and set up the PPPoE connection on your laptop/PC. All you need on the PC side is your username ([email protected]) and password that comes with the account (not the password on the stickers!). The steps should be like this https://community.plus.net/t5/Library/Fibre-help-How-to-set-up-a-PPPoE-dialler-in-Vista-Windows-7/ba..., only instead of plugging into the white modem, you will be plugging into the yellow port of the Hub 2. And don't forget to enable the Bridge Mode, otherwise it won't work. You can always either disable the Bridge mode in the Advanced menu on Hub 2 (you won't have WiFi anymore and will need to use a cable with a static address to access the Hub 2), or simply factory reset it. If you can get internet connection on your PC by doing this, this confirms my hypothesis, and (technical) the MAC address on your Hub 2 has been banned by BT Wholesale or Plusnet. In this case they will just send you a new Hub 2, presumably.

And please tell us here if any of these worked.

[#11]

@trurle I don't think that will help the OP at all, but if I am wrong I'm sure one of the network experts on here will correct me.

[#12]

@saidalinneagoe do you have a static IP ? 

[#13]

@jab1 Would you care to elaborate why you think that?

I go from the first principles and here's my reasoning.

I seem to be suffering from a similar problem and the symptoms between me and the OP match:

- DSL link -- up and stable

- Internet connection -- not coming up (PPPoE failure, discovery)

- Logs show PADI being sent, PADO not being received

I went one step further and changed the MAC address (network interface) from which the PPPoE discovery is sent. This workaround works. I am writing via this connection right now. I don't think you can change the MAC address inside the Hub 2, that's why I suggested either getting a different Hub 2, or originating the PPP connection from a PC. It amounts to the same as far as verifying the hypothesis goes.

PPPoE discovery is simple. You send a broadcast PADI initiation and you get a PADO offer from the server. If you don't get it, nothing can continue. If you do get it, PADR and PADS follow and so on.

[#14]

Fair enough, @trurle . I am not a networking expert, and am happy to be corrected, but after ~50 years of IT experience (at a user level), I have usually found starting from simple queries helps, especially if the other party is not 'technical'.

[#15]

I get that @jab1. I just looked at all the evidence already presented and it seems to match.

It could be something completely different. For instance, the Hub 2 can just be faulty, and replacing it will not certainly confirm the hypothesis. Using PPP on a PC would though. But I admitted from the start that it's not trivial. I don't know what else to suggest.

Assuming BT/Plusnet are unable to remove the block (if it is a block).