Can't connect 3rd pary router to Plusnet fibre ONT

[#1]

I have a Linksys Hydra pro 6 router with which I want to replace my Plusnet hub 2 to improve wifi. The Linksys router is set to PPPoE , the username to [username]@plusdsl.net, password same as Plusnet and VLAN to 101 and yet it stubbornly refuses to connect. After many calls to Plusnet and Linksys they have run out of ideas and can't get me connected. Has anyone out there got any suggestions to resolve this or failing that any tests I can run to try and find out where the problem is? Many thanks Rob

[#2]

@pawsonr set VLAN ID to off or disabled

The ONT handles the VLAN ID 

[#3]

Thanks for that. I have tried leaving VLAN blank and that doesn't work. Can't find any settings on the router to turn off or disable VLAN.

[#4]

@pawsonr you could try setting it to 0.

If that doesnt work then post screen captures (redact any personal information) of the Internet settings screens and we'll see if we can spot what may be wrong

BTW I've tried to look at a manual online but it has very limited information

edit: I found this https://support.linksys.com/kb/article/350-en/?section_id=162 

does your router look anything like that ? it shows a VLAN on/off toggle

[#5]

@pawsonr 

Are you using a smart device app or a browser?

If a device app I would suggest trying a browser as that may expose more setting in the GUI.

[#6]

@pawsonr 

You could press and hold the red "RESET" button on the back of the router for up to 20 seconds, to clear the router's configuration back to it's factory default state (i.e. VLAN disabled), then start the configuration from scratch - this time only setting PPPoE and the associated username and password.

[#7]

thanks, I have tried factory reset quite a few times and I don't think it turns VLAN off

[#8]

Thanks, Good advice. I gave up on the app a while back so I'm connected directly to the router..Rob

[#9]

Hi, I can't set VLAN to zero, it gives the error message "value out of range 5-4094", I have attached a screenshot

[#10]

@pawsonr 

Thanks,

from that screenshot, it would seem that leaving the VLAN field blank is the correct way to disable it (since  its described as optional )

Your configuration looks roughly right. I'm assuming you've got the correct username ( the xxxxx before the @plusdsl.net ) 

Are you sure the password is correct ? its the same as the one you use to login to the Plusnet portal ( www.plus.net/login )

Failing that, is there any logs available on the router ?

edit: just checking the obvious, you are connecting the Linksys WAN port directly to the ONT with an ethernet cable ?

[#11]

Yes, checked and rechecked username and password so I'm sure they are correct. I have been with Plusnet many years, is it possible they have tightened security and I need a stronger password? Looked on the router for logs and they are all empty.

I'm almost at the point of going to plan B and use the router as a wifi extender. Really appreciate your help...Rob

[#12]

@pawsonr 

I have been with Plusnet many years, is it possible they have tightened security and I need a stronger password?

If they had, I would have only expected it to apply when changing the password.

Looked on the router for logs and they are all empty.

Odd that they're empty, maybe logging needs enabling ? Ideally we'd like to see some PPPoE events.

In the absence of logs , is there any evidence of traffic ( LED's ) on the WAN connection on the Linksys or the LAN light flashing on the ONT ?

You would expect very short bursts of traffic during PPPoE discovery with possibly slightly more traffic if it gets through discovery and goes on to authentication ( although its going to be difficult to discern the difference )  

[#13]

Hi, checked in settings and sure enough there is a switch to turn on logging. Switched it on, restarted and much to my surprise it connected to the internet. I'm baffled but delighted. Maybe it needed a restart after an earlier change. In summary setting VLAN blank looks like the breakthrough but Plunet support told me to set it to 101.
Many thanks to everyone who responded to my problem. Rob

[#14]

@pawsonr gald you got it working.

In summary setting VLAN blank looks like the breakthrough but Plunet support told me to set it to 101.

That's dissapppointing from support!. I suspect they're using this https://www.plus.net/help/broadband/broadband-connection-settings/ which is confusing. 

The section that is relevant is the 'what settings... that's connected to a BT Openreach modem' rather than the 'what settings should I use for fibre broadband'. The latter is only correct for a combined modem/router used with FTTC (or SoGEA).

That its confusing/wrong, has already been brought to the attention of the business and is scheduled to be updated/corrected.