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Still not up and running despite have email confirmation

Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Still not up and running despite have email confirmation

After weeks and weeks of waiting for an engineer to get my line sorted, Thursday they came and said it would all be up and running by midnight that night - sadly not to be.
Nothing yesterday and still have the broadband light flashing on my hub today.
I have reset the hub multiple times and unplugged/plugged everything back in but still having the same issues.
I’ve received texts and emails confirming that my line is all working but it is not.

Has anyone else had a long wait time for after the line is sorted to being connected and online?

Cheers
18 REPLIES 18
jab1
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Registered: ‎24-02-2012

Re: Still not up and running despite have email confirmation

@Tbalderstone1 What other LEDs are lit on the Hub? Have you checked that the Broadband User Name at line 12 of your Hubs Help Desk is showing your 'username' and not 'setup'?

John
Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation

Thanks for the reply, jab1.
No other lights at all just the flashing broadband in an orange colour.

Where can I find the hub help desk? I’m not too sure what mean here sorry
jab1
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Re: Still not up and running despite have email confirmation

OK, @Tbalderstone1 . It sounds like your Hub may have the wrong 'username', which will prevent connection. I will post a picture below which will hopefully help, but post back if it doesn't.

HubOneTroubleshootingHelpDesk.png

John
Tbalderstone1
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Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation

I don’t think I can access this page as I haven’t been able to set up the router yet as the broadband isn’t working.
It just comes up with a troubleshooting page that doesn’t help after trying everything.
jab1
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Re: Still not up and running despite have email confirmation

If you have the Hub connected, to access that page, type '192.168.1.254' into the address bar of your computer, without the quote marks, hit enter and your Hubs Home page should come up - it is independent of a working broadband connection.

John
Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation


1. Product name: Plusnet Hub
2. Serial number: +081441+NQ12500373
3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated Unknown
4. Board version: Plusnet Hub One

This is what I get, means nothing to me sorry 😂
jab1
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Registered: ‎24-02-2012

Re: Still not up and running despite have email confirmation

Apart from the fact that you are on an old firmware, those four lines tell me nothing either - there are a lot more lines below there witch may tell us more- is it possible to take a screenshot and attach it to a post?

John
Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation

Here we go, thanks very much for giving me a hand with all of this. 

jab1
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Re: Still not up and running despite have email confirmation

Thanks for that - it appears (1) that you are not connected to the internet at all and (2) your hub won't authenticate anyway - it has the wrong  user credentials.

Try this:-

On the Home page under My Services you will see the current Broadband Username. If it’s setup@plusdsl.net then it has not been configured by PlusNet authorisation systems.

First try a factory reset of the hub by pushing a paperclip or similar into the reset hole and hold the switch closed for at least 20 seconds, the LED should turn green and then release

Leave the Hub One for around 10 minutes and check Home page for correct Broadband Username <your username>@plusdsl.net

If it still shows setup@plusdsl.net follow these steps.

Navigate from the Home page to >Advanced settings (you will be required to enter the Hub One admin password this found on bottom of the Hub or card with WiFi password).
Click on Continue to Advanced Settings then >Broadband >Internet

This page details your broadband Internet Connection Configuration.

Click on disconnect, if this does not work it may be necessary to remove the DSL cable.
Enter your correct username <your username>@plusdsl.net and password.
Plug in DSL cable (if removed) and click on Connect
Check your Hub One has logged on to the correct Broadband Username

John
Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation

Okay I’ve just checked and yes it is setup@plusnetdsl.net
I will attempt a factory reset and leave it for 10 and get back to you👍
MisterW
Superuser
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Re: Still not up and running despite have email confirmation

I'm afraid that's not going to help, John. There's no DSL sync!

@Tbalderstone1

is your Hub connected to the master socket ?

Do you have a master socket with separate Phone & ADSL ports ?

You've obviously got some other means of internet access as you are posting here , so have a look at the help pages here https://www.plus.net/help/broadband/connection-troubleshooting/

 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Tbalderstone1
Hooked
Posts: 8
Registered: ‎27-11-2021

Re: Still not up and running despite have email confirmation

It’s a 5c master socket - it’s a single socket but I have the filter but for phone/broadband
jab1
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Re: Still not up and running despite have email confirmation


@MisterW wrote:

I'm afraid that's not going to help, John. There's no DSL sync!

 

 


OOPS - that booster jab must have addled my brain. Apologies, @Tbalderstone1 

John
MisterW
Superuser
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Re: Still not up and running despite have email confirmation

Ok, its probably worth removing the faceplate and connecting to the test socket behind it, just in case, but to me it sounds like Openreach havent connected you to ADSL properly.

Does your phone work ok ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.