Fibre Broadband Authentication error
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Fibre Broadband Authentication error
14-07-2018 7:31 AM
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I have recently returned home from a holiday to find that my previously working broadband connection is now returning an authentication error. I have tried with two different routers and am receiving the same error that my Broadband Username or password is incorrect.
I have called the helpline, who were no help! Only advice they gave was to do a factory reset on the hubone router. Believe it or not I did think of this myself before calling the helpline.
I can get a connection when i click to reset the username and if I use my VPN connection, and obviously nothing was changed with my setup as I was on holiday, so how does this happen and why can Plusnet not fix this problem?
I am now waiting 2 days for a call back from support or an engineers to visit to fix the problem!
Re: Fibre Broadband Authentication error
14-07-2018 11:48 AM
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Sorry to hear that.
It looks like the router is stuck in it's automated setup.
Can you follow the steps below?
1) Open a browser
2) Enter 192.168.1.254 into the address bar
3) On the router's home screen, select 'Settings'
4) Enter the password. This is the 'Admin Password for Hub Manager' on the removable card on the rear of the router (it can also be found on the base of the router)Within the 'Settings' menu, select the 'Broadband' tab or 'Enter your broadband username and password'
5) On the following page, you must enter the broadband username and password (There is a 'show characters option on this page if you are struggling with entering the password)
6) Click the 'Connect' button. The power light should turn blue to indicate that there is an internet connection.
Re: Fibre Broadband Authentication error
14-07-2018 3:59 PM
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I have done this at least 20 times and keep getting an authorisation error, wrong username or password. I have correctly entered both on each occassion but nothing works except when i click reset!
Searching the forum it looks like others have the same problem.
2 days without broadband snd plusnet keep repearing the same, not working, advice.
Re: Fibre Broadband Authentication error
14-07-2018 4:20 PM
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Can you log into the member centre with your username and password? As I'm sure you're aware, they are the same apart from the @plusdsl.net appended to your user name.
Moderator and Customer
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If it fixed it, help others - select 'This Fixed My Problem'
Re: Fibre Broadband Authentication error
14-07-2018 4:26 PM
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Re: Fibre Broadband Authentication error
14-07-2018 4:40 PM
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Has there been a firmware update on your router since you went away?
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Re: Fibre Broadband Authentication error
14-07-2018 4:43 PM
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The error happens on both routers
Re: Fibre Broadband Authentication error
14-07-2018 6:14 PM
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Can you confirm if you currently have our router connected?
You're still showing as being connected on setup@plusdsl.net.
Can you try resetting the router using the pinhole on the back?
Re: Fibre Broadband Authentication error
14-07-2018 6:19 PM
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The connection us dropping every couple of minutes even using the setup username.
I have reset the router using the 'pinhole on the back' multiple times over the last couple of days. Do you have any suggestions that i have not already tried?
Re: Fibre Broadband Authentication error
14-07-2018 9:27 PM
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When you used the pinhole reset did you keep the switch closed for at least 20 seconds?
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Re: Fibre Broadband Authentication error
14-07-2018 9:49 PM
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[-Censored-]! are you seriously asking that question?!
I am sorry but as you can obviously tell I am getting very [-Censored-]ed off being asked the SAME QUESTIONS all the time!
To be clear here...
I was not at home for 2 weeks -broadband working perfectly before going away
I came home and had no broadband - nothing has changed during this 2 weeks, router has been on 24/7
I tried to reset the router I was using - Netgear DM200, much better, more reliable connection than Hubone
Kept getting incorrect username or password error
Swapped to the Plusnet Hubone
Same error
reset Hubone router multiple times
called plusnet helpline and went through the troubleshooter online
no success - advised to reset router - done this previously but complied again multiple times - no success
Fault was raised and was told that someone would contact within 24-48hrs
No Contact!, No Internet!
Posted the question on the forum to see if anyone else had similar problems
Only replies were to do EXACTLY WHAT HAS BEEN TRIED PREVIOUSLY
I am not stupid, I know how to reset a device, I know how to connect different routers and to check for Internet connection - ihave done it enough over the last few days
The only way I can connect to the internet is to use the Plusnet Hubone router using setup@plusdsl.net and then connecting to my VPN - woohoo success!
The fact that I am getting the same error on 2 different routers and can get Internet via VPN tells me the problem is on your side
I am sorry but I don't think I am asking too much, Broadband service that actually works as it should?
When will this be fixed, is someone actually working on it?
Re: Fibre Broadband Authentication error
15-07-2018 11:43 AM
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The guys on the forum are here to help. They don't know what you have / haven't done, and can only go on the information that you've provided here in your posts.
I note that you're now online with your own username. Should other issues occur, let us know and we'd be happy to help.
Re: Fibre Broadband Authentication error
15-07-2018 2:54 PM
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Yes this has started working again this morning. Still no contact from plusnet on what the fault was or when it was fixed or even if it has been fixed!
Re: Fibre Broadband Authentication error
15-07-2018 4:14 PM
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It's not clear what the cause of the problem was. My data only goes back to yesterday, and but it seems likely that changing the username yesterday (or possibly earlier than that) would have resolved it. -Tony
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