FTTP fitted yesterday, can't connect
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- FTTP fitted yesterday, can't connect
FTTP fitted yesterday, can't connect
27-07-2018 12:34 PM
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Hi,
Hope someone can help.
Yesterday afternoon Openreach connected my FTTP. The ONT is displaying green lights for Power; PON and PORT1, with nothing showing on LOS and TEL1.
The Plusnet Hub One is connected from the ONT to the WAN but I'm only getting an orange light and red broadband symbol. I followed the router's on screen instructions for troubleshooting: entered my username@plusdsl.net and password; restarting router; factory reset-so back to setup@plusdsl.net but nothing worked. I also get the same when my computer Ethernet cable is not connected to the router.
On the FTTP forums I saw that a similar user had the same problem that was sorted by re-booting the ONT, but this hasn't worked in my case. Also, a forum post suggested bypassing the router and connect my computer to the ONT with an Ethernet cable. I tried this but got 'Connection failed with error 691' and underneath a graphic 'The remote connection was denied because the user name and password combination you provided is not recognized, or the selected authentication protocol is not permitted on the remote access server.' My user name and password were correct as the Hub One connects fine when connected to DSL with same user name and password.
Any help much appreciated.
Russ
Re: FTTP fitted yesterday, can't connect
27-07-2018 1:34 PM
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This should be on the Fibre to the Premises Trial forum and may be moved by one of the Mods.
@Gandalf
Are you remembering the Admin password for the router is different to your user password - it's the latter you need to correct. I've tagged one of the FTTP trained support staff (there are few of them about) to see if he picks this up.
Brian
Re: FTTP fitted yesterday, can't connect
27-07-2018 1:40 PM
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Thanks Brian.
I am definitely entering my user password not the router admin.
Russ
Re: FTTP fitted yesterday, can't connect
27-07-2018 2:47 PM - edited 27-07-2018 2:47 PM
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Moderator's note by Dick (Strat): Topic moved to the correct board.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: FTTP fitted yesterday, can't connect
27-07-2018 5:07 PM
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Hi Russ.
I'm sorry to hear you're unable to connect to your new FTTP service following an engineer completing the internal work. Our suppliers have advised that whilst the job is marked as complete on the Openreach systems it's not on the Wholesale systems.
They're chasing this up and this should happen by Tuesday. If you're still unable to connect once this happens, we'd need to raise a fault and book an engineer to investigate further, but we can't do that until the order completes fully.
I've moved the open ticket on your account to my workflow so I'll check back then.
Re: FTTP fitted yesterday, can't connect
27-07-2018 5:15 PM
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That's great, thanks for investigating.
Much appreciated,
Russ
Re: FTTP fitted yesterday, can't connect
27-07-2018 5:17 PM
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Re: FTTP fitted yesterday, can't connect
29-07-2018 11:10 AM
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Re: FTTP fitted yesterday, can't connect
29-07-2018 3:13 PM
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Sorry to hear you are having similar issues FxAxF. I agree re-Plusnet, I have always found them responsive and helpful.
Hopefully all will be sorted soon for both of us.
Russ
Re: FTTP fitted yesterday, can't connect
09-08-2018 1:52 PM
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Things sorted now with Openreach and was connected yesterday.
I would like to thank Gandalf for keeping me updated as things progressed.
Thanks all for the help,
Russ
Re: FTTP fitted yesterday, can't connect
09-08-2018 5:03 PM
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Thanks for posting back here Russ.
No problems at all. I'm happy that your connection came back so soon after we replaced the order.
Let me know if you ever need any further assistance.
Anoush
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