BT Smart Hub not accepting new username
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BT Smart Hub not accepting new username
19-11-2020 10:47 AM
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Hi,
I have recently move house and taken my BT Smart Hub with me. The Smart Hub was configured to work with Plusnet at the old address. I have connected it to the Mastersocket and it immediately worked perfectly.
Because I need internet at my old address for some time longer I have signed up with a new plusnet account ("johnsmith1").
It is however still registered to my old Plusnet username "johnsmith@plusdsl.net". When I try to update it it to "johnsmith1@plusdsl.net" it just times out on connecting.
Does anyone know if my new username might actually not be "johnsmith1@plusdsl.net" but @something else or is there a limit to numbers or total characters in the username that the smarthub can cope with? The passwords are very similar so I think the problem must be the username (previously had the same behaviour and problem with a character in the password).
Any hints would be appreciated!
Re: BT Smart Hub not accepting new username
19-11-2020 12:01 PM
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@hwm Try following these instructions from Baldrick1, I think the hub must not be connected to the phone socket when you are setting up the username/password.
Re: BT Smart Hub not accepting new username
19-11-2020 12:15 PM
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1. Have you a new account with a new password? If so are you using it?
2. If you have a new password have you added any special characters to it? If so log into the member centre and change it to alpha numeric characters only. Ignore messages about using a special one.
3. Are you remembering to disconnect the DSL lead before changing the log in credentials?
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Re: BT Smart Hub not accepting new username
19-11-2020 1:02 PM
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1. Have you a new account with a new password? If so are you using it? yes, using the new password
2. If you have a new password have you added any special characters to it? If so log into the member centre and change it to alpha numeric characters only. Ignore messages about using a special one. - no special characters
3. Are you remembering to disconnect the DSL lead before changing the log in credentials? - I had not tried this but it made no difference. I disconnected the DSL cable, changed the username and restarted the hub but without any improvement. When I changed it back to "johnsmith" it worked immediately when I click on connect.
Does anyone else have any suggestions? Do I need to login once with the actual plusnet hub?
Re: BT Smart Hub not accepting new username
19-11-2020 1:19 PM
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Because I need internet at my old address for some time longer I have signed up with a new plusnet account ("johnsmith1").
@hwm from what you report, it sounds like your new account hasn't been activated yet
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.
Re: BT Smart Hub not accepting new username
19-11-2020 1:24 PM
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This says to me is that the old account is still active but maybe the new one isn’t. I think that you need a Plusnet staffer to look at it.
Have you tried plugging your new Hub in to see if it connects?
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Re: BT Smart Hub not accepting new username
19-11-2020 8:19 PM
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Thanks for all the help.
I have tried the new hub which connects fine with the new username.
I have also reset the Smart Hub 6 and followed your tutorial again. It failed with "johnsmith1" but then without doing anything different when I removed the 1 it immediately connected.
This is what the log says:
20:14:44, 19 Nov.
:PPPoE connection could not be established. Login failed but there was no detailed information delivered by the radius server.
20:14:44, 19 Nov.
ppp:PPP: CHAP_FAILURE
20:14:44, 19 Nov.
ppp:PPP: CHAP_RESPONSE
20:14:44, 19 Nov.
ppp:PPP: LCP_GOOD_ACK
20:14:44, 19 Nov.
ppp:PPP: LCP_REQUEST
Does anyone know if there is a limit on length of username that the Smart Hub can deal with or is this maybe a problem with the number in the username?
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