Problems with activation
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Problems with activation
10-05-2018 3:57 PM
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I've received a text message yesterday to say my broadband was now active but haven't been able to connect. The router has a solid orange light showing.
I called earlier and was told to reset the router back to factory settings 3 times - this didn't fix the problem. I was eventually told to leave it an hour and try again.
From what I can tell it seems to be an issue with authenticating the connection at Plusnet's side. Can someone please have a look and check everything is active?
Re: Problems with activation
10-05-2018 4:04 PM
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Re: Problems with activation
10-05-2018 4:10 PM
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Hi @charlie55
Having looked into this I can see that the orders are all complete and your circuit is Sync.
I can see no faults on either the Phone or Broadband side of things which would cause this to be happening.
I do see, however, that the DSL username which is coming up on my test results is SETUP@PLUSDSL.NET, which is an automatic initial setting which allows the TR069 protocol to attempt to establish an automatic connection.
This does not seem to be happening.
Could you please try the following;
1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Advanced settings'
4. Enter the admin password, which is located on the card or the back of the router
5. Click on 'Broadband'
6. Make sure to click the "Disconnect" button if the page is currently showing "Connected"
7. Enter your broadband username in the username box in the format "username@plusdsl.net"
8. Enter your Plusnet account password in the broadband password box.
9. Click the connect button near the bottom of the page.
This should authenticate your router and allow a connect to the internet.
Please let us know how you get on with this.
Thanks,
Alisdair
Re: Problems with activation
10-05-2018 4:35 PM
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Hi Alisdair
I've tried what you have suggested but still getting a solid orange light on the router and no connection.
Re: Problems with activation
10-05-2018 9:34 PM
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Master of reality, could it be a problem at the ras? A solid orange suggests the router auth isn't making it to Plusnet, even with the setup name. That username would have kicked in from the 3 resets the op did whether tr069 worked or not if the signal isn't making it to pnet.
Re: Problems with activation
10-05-2018 9:39 PM
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Re: Problems with activation
10-05-2018 9:46 PM
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Re: Problems with activation
10-05-2018 10:26 PM
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Re: Problems with activation
10-05-2018 10:59 PM
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Re: Problems with activation
11-05-2018 12:07 PM
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@charlie55 Can you try resetting the router using the pinhole on the back to see if that makes any difference? We can see your router connected briefly with the auto-setup details on the 9th so it definitely worked at some point
@Dannsmith4321There was a issue that was stopping you from connecting but this has been resolved now. Our tests are showing your router as being out of sync now. Can you run through the steps here and let us know how you get on?
Re: Problems with activation
11-05-2018 6:01 PM
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I've tried resetting the router but no joy. The event log shows:
( 66.600000) CWMP: session closed due to error: Could not resolve host
I still get the solid orange light and no internet connection.
Re: Problems with activation
13-05-2018 5:00 PM
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Looks like we may need to book another engineer visit.
I'll update you via your account shortly. Apologies for the inconvenience caused.
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