Full Fibre Connection Issue After Moving Into a New Home

[#1]

Hi all,

I've recently moved into a new property. My Plusnet account was transferred over, and I also upgraded to Full Fibre.

The fibre was installed yesterday, but the engineer couldn't get it working. After connecting the router, it just wouldn't establish a connection. He advised me to contact Plusnet for support.

When I called Plusnet, they told me my account transfer hadn't been fully completed yet and that there were some delays, but it should be activated within a few hours. Later that day, my account was updated and I received an email confirming that my broadband had been activated.

Unfortunately, my Plusnet Hub is still showing a solid orange light.

I called Plusnet again today, and they confirmed that my line appears to be working correctly, but they can't detect my hub.

So far I've tried:

• Restarting both the ONT and the Plusnet Hub.
• Factory resetting both the ONT and the Hub.
• Manually entering my broadband username and password into the router.
• Using a different Ethernet cable between the ONT and the Hub.

The result is always the same.

All three lights on the ONT are solid green, while the Plusnet Hub stays solid orange.

When I log into the router, the status page shows:

• Connection type: External (FTTX)
• Connection status: No Service
• IP address, Gateway and DNS: Not available

If I manually enter my broadband credentials under Advanced > Broadband, it attempts to connect for a minute or two before changing to Disconnected, with a green tick next to it.

Plusnet has booked an engineer for Friday, and they're also sending me a replacement hub.

In the meantime, is there anything else I could try that might get it working before then?

Many thanks for any advice!

[#2]

@El3ment unfortunately, there is nothing you can do. It sounds to me like there is a fault/misconfiguration at the PN end, and to be honest I doubt a new Hub or an engineer will solve it.

You have done everything possible at your end, but if it won't connect after you have done as you say, it appears your account details have got screwed somewhere.

Having said all that, maybe, just maybe, it is a dodgy Hub, but...

[#3]

Hi @jab1  thanks for your response. 

I'm concerned that it might be a configuration issue, which is why I contacted them.

I'm still hoping it's just a faulty hub, so I'll wait for the replacement to arrive and test that first. If that doesn't solve the problem, the only thing I can do is wait for the engineer to confirm that line has been installed and connected correctly.

Once I have that confirmation, I'll contact Plusnet again and hopefully they'll be able to resolve the issue.

[#4]

@El3ment If you have three green lights on the ONT, your connection is correct. One thought I did have is that the Hub has not been associated with your account correctly.

Probably won't work, but have you tried entering '[email protected]' as the 'user', and rebooting the Hub?

[#5]

@jab1 Yes, I did try it already multiple times. 

Each time I enter my username (username@plusdsl.net) and password and click confirm a pop-up appears saying "Confirming..." with a spinning loading circle. After a few seconds, the pop-up background turns from red to green and displays "Disconnected" with a tick mark next to it.

I've also restarted the Hub afterwards, and I can see that my credentials have been saved, but it still won't connect.

[#6]

Ah, Ok, @El3ment . I'm no expert, but am leaning towards your Hub not being associated with your account - unless of course it worked at you previous address, in which case, maybe the engineer can help?

Is it a new router, or one you have taken with you?

[#7]

It's the router I brought with me from my previous address. It was working there without any issues.

It stopped working on 30 June, and at the same time my account status changed to "Processing the changes" and the fibre installation had already been scheduled for 6 July.

[#8]

Ah, that sounds even more like a PN error - my guess is that they disassociated your Hub from your account when the move took place.  

I would contact them tomorrow and ask them to add it back.

[#9]

If the hub won't connect when configured manually with the correct username & password, then whether the hub is associated with the account or not doesnt matter. It's likely a BT Wholesale circuit build problem and will need the engineer to sort it.

[#10]

OK, thanks, @MisterW . Hopefully Friday's visit will sort it.

EDIT: Although, see post #7?

[#11]

---

@El3ment wrote:

Hi all,

I've recently moved into a new property. My Plusnet account was transferred over, and I also upgraded to Full Fibre.

The fibre was installed yesterday, but the engineer couldn't get it working. After connecting the router, it just wouldn't establish a connection. He advised me to contact Plusnet for support.

I called Plusnet again today, and they confirmed that my line appears to be working correctly, but they can't detect my hub.

All three lights on the ONT are solid green, while the Plusnet Hub stays solid orange.

When I log into the router, the status page shows:

• Connection type: External (FTTX)
• Connection status: No Service
• IP address, Gateway and DNS: Not available

What exactly does it say on the main Status page for the Hub 2? e.g. On mine it also says Connection type but immediately underneath it reports the Hub to ONT link speed:

•  Connection type: External (FTTX)

•  WAN link speed: 1000Mbps

It seems most unlikely - especially as an engineer was involved - but I assume you have the ONT's Ethernet lead plugged into the Hub 2 WAN socket, rather than a regular Ethernet port?

[#12]

Yes, the Ethernet cable from the ONT is plugged into the WAN port on the Hub 2.

The WAN link speed is the same as yours:

• Connection type: External (FTTX)
• WAN link speed: 1000 Mbps

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

[#13]

@MisterW  and @jab1 there is nothing else I can do now other than wait.

I'll try connecting the new Hub when it arrives - I should receive it on Thursday if there are no delays.

If that doesn't help, I'll wait for the Openreach engineer, and if the issue still isn't resolved, I'll contact PN again.

Thanks so much for all your help guys.

[#14]

@jab1 

EDIT: Although, see post #7?

I hadn't noticed that. That would seem to suggest that something may have changed on the PN system.

@El3ment 

I'm not sure if this has been checked, but if the Hub is factory reset , does it initially connect (led go blue) for a short time and then go red ? or does it just stay red ?  

[#15]

@MisterW 

The Hub two light does not go to blue first after a switch on or factory reset.

Sequence is >Green -->Orange --->Blue

If the password is incorrect the light will stay at Orange.

@El3ment 
If you look at >Home ->Advanced settings -->Event log Do you see these messages?

00:04:26, 01 Oct. PPP: LCP down
00:04:26, 01 Oct. PPP: CHAP authentication failed
00:04:26, 01 Oct. PPP CHAP Receive success : authentication failure
00:04:26, 01 Oct. PPP CHAP Receive Challenge
00:04:26, 01 Oct. PPP: LCP up

Edit: does the password you are using work with the Members centre login?