Internet Connection Configuration still loading?

[#1]

Our last router stopped working so we were delivered a new Plusnet Hub One which hasn’t connected. We were told to go through the hub manager and to go to advanced settings etc go to the internet tab and select disconnect- however there was only a connect button so I clicked it and for 24hrs now the screen has said ‘internet connection configuration PPP connecting’
We still have no internet and it’s been connecting itself for 24hrs.

[#2]

@pink_123 welcome to the forums. I've not heard of that before, but one thing you could try is a reset of the Hub. Press the end of a paperclip or similar into the reset hole on the Hub, hold closed until the light goes green, release and let the Hub reconfigure, which takes around five minutes.

[#3]

Thank you for your response, I’ve done this reset about 5 times since yesterday and it does nothing! It goes through the cycle of lights it does but eventually it turns back to orange and the page online on the the hub manager still says PPP connecting

[#4]

OK - sounds like there is a problem at Plusnets end. I would ring and ask them to check. I'm aware you have already called them, but they are the only ones who can sort this.

[#5]

Ah okay, I’ll do that now, thanks again:)

[#6]

Have you tried 'troubleshoot by text'?

https://www.plus.net/help/report-a-problem/broadband/

[#7]

Yes the first thing I tried, I’ve been on the phone with multiple plus net workers who have all ran tests too!

[#8]

Any results, though?

[#9]

Nope nothing, Plusnet workers don’t know what’s going on and why it’s not connecting once they’ve ran tests

[#10]

Then first-line support should pass it on to second-line. What, if anything, is showing in your event log?

[#11]

Event log? We have an engineer coming in a couple of days but other than that nothing has been logged anywhere, that’s the only option we’ve been given

[#12]

Sorry, didn't know your experience level.

If you can get into the Hubs interface, navigate to the page shown below, click 'troubleshooting' and then 'event log'.

HubOneTroubleshootingHelpDesk.png

[#13]

Just this type of info over and over

[#14]

OK. It appears you are connected to the internet. However, it also appears the username and/or password you are entering is not being recognised, and for some reason you do not have two-way traffic on the connection.

To be honest, I can't really explain that, but hopefully the BT engineer can solve the issue.

[#15]

its odd!

I'll post the outcome here once it is solved by the engineer hopefully