Full Fibre Connection Issue After Moving Into a New Home

[#1]

@El3ment 

Have you confirmed that you can log in to your Plusnet account using the username (less @plusdsl.net) and password entered into the router?

[#2]

@Dan_the_Van 

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

Yes, but what I'm thinking is :-

After factory reset, the user reverts to [email protected] , connects and then TR069 pulls down the user credentials (assuming the Hub is registered on the account) and then attempts reconnection with the users creds.

If the problem is down to a BTw circuit configuration error, then the [email protected] connection will fail.

If the BTw circuit is ok and problem is Hub not registered or Plusnet account disabled , then initially the setup user will connect and show blue for a short period, then  it will either fail the TR069 connection or pull the user creds and fail to login, showing orange

[#3]

@MisterW 

I would expect the answer would be in the event log if the CWMP connection is made.

I would be looking for 

08:08:47, 08 Jul. Hub is waiting to receive its configuration from Plusnet's activation hub remote management system.
08:08:47, 08 Jul. CWMP: session completed successfully
08:08:47, 08 Jul. Contact has been made with Plusnet's activation hub remote management system.

I note when the correct password is accepted the Connection box has a Tick in it just before it completes a validating the password.

A request for the event.log should be made.

[#4]

@MisterW  After a restart or a factory reset, the light on the hub turn green, then changes to solid orange and stays that way. It also remains solid orange when I try to connect after entering my username and password.

One thing I've noticed is a mechanical click coming from the Hub just after the reset, a split second before the ONT's LAN light turns green.

Hi @Dan_the_Van 
Thanks for your support.

My logs all look like this:

Yes, I'm using the same username and password that I use to log in to my Plusnet account ([email protected]), and they work perfectly fine on the Plusnet website.

After entering my credentials and clicking Connect, I get a "Connecting..." pop-up, which changes to "Disconnected"after a few second - please see the screenshot below.



@Baldrick1 Thanks to you as well for joining the discussion.

Yes, I'm using exactly the same credentials ([email protected]), as I use to log in to my Plusnet account when trying to connect the Hub to the network.

The funniest thing is that yesterday morning I received a text from Openreach saying an engineer would be coming today between 8:00 am and 1:00 pm, before I'd even reported the issue. I replied "NOT" to decline the appointment, but this morning I received another confirmation saying the engineer was still coming to install my FTTP, even though it had already been installed on Monday.

On top of that, Plusnet have sent me a new Hub, and I also have another engineer appointment booked for Friday. This one was arranged during my call with PN yesterday.

[#5]

@El3ment 

"The funniest thing is that yesterday morning I received a text from Openreach saying an engineer would be coming today between 8:00 am and 1:00 pm, before I'd even reported the issue. I replied "NOT" to decline the appointment, but this morning I received another confirmation saying the engineer was still coming to install my FTTP, even though it had already been installed on Monday."

Let's guess again, based on my experience with my FTTP install. My guess is that "to install my FTTP" is nothing to do with a hardware install, which you say has already happened, it's to "install" the ONT connection on the network. i.e. For the engineer to look at your ONT, see its registration number and then phone up Openreach/Plusnet(?) to confirm. Presumably this couldn't be completed by the previous engineer visit.

In other words your ONT has not been 'installed', that is registered correctly on the Openreach system.

[#6]

@El3ment 

Thanks for sharing the information.

You should be seeing these messages

PPP: Starting PPP daemon
PPP: Sending PADI
PPP: Received PADO
PPP: Sending PADR
PPP: Received PADS
PPP: LCP up
PPP: CHAP authentication succeeded

Repeated PPP: Sending PADI suggests there is no uplink to the plusnet network. Most likely an incomplete installation.

[#7]

@El3ment 

After a restart or a factory reset, the light on the hub turn green, then changes to solid orange and stays that way. It also remains solid orange when I try to connect after entering my username and password.

Ok, that does sound like a BTw circuit build problem or as @pvmb suggests , the ONT not registered correctly. In reality both are effectively the same , your connection to the Openreach/BTwholesale network isnt configured properly and it will need an Openreach engineer visit to fix it.

[#8]

@pvmb  @Dan_the_Van  @MisterW 

I spoke to the engineer who came on Monday, as he'd left me his number. He confirmed that the FTTP installation was completed successfully and that everything had been logged on the system.

For now, I'll just wait and hope someone turns up, and who knows, maybe they'll be able to resolve the issue.

[#9]

@El3ment 

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.

Having had @jab1 point that out, I'm still a little concerned by it! Whilst the Openreach engineer should be able to fix any BTw circuit configuration, if there's also an issue with your PN account that could add more delay.

What was your house move timescale , were you still at the old property on the 30th June ?

It might be useful to log in to your Plusnet account and check if there's any clues in in any 'tickets' (questions) as to what changed.

Login to the member portal at www.plus.net/login and then goto https://www.plus.net/wizard/?p=search , select 'closed questions in the last 30 days' and see if there's anything from 30th June onwards

[#10]

@MisterW  I moved out on 4 July, although I collected the keys to my new place on 26 June. I notified PN about the move, and my Full Fibre contract was confirmed on 21 

According to my account history:

• 2:41 am, Tuesday 30 June 2026 – Cease Order Closed (KCI3) email update received on 30/06/2026 01:25:40 to confirm that the order has now completed - under the BT reference/circuit number A
• 4:04 pm, Monday 6 July 2026 – Provide Order Closed (KCI3) email update received on 06/07/2026 14:54:47 to confirm that the order has now completed - under the BT reference/circuit number B
• 9:32 pm, Monday 6 July 2026 – Provisioning of your ADSL Account Information BT Reference Number changed from BBEU A to BBEU B. BT Circuit Number changed from BBEU A  to BBEU B where A and B is a 8-digit long reference/circuit number.

[#11]

@El3ment 

Ah! right , this

2:41 am, Tuesday 30 June 2026 – Cease Order Closed (KCI3) email update received on 30/06/2026 01:25:40 to confirm that the order has now completed - under the BT reference/circuit number A

would explain why the router stopped working on the 30th June. The connection at the old property was ceased. Not quite sure why that was done BEFORE you moved out ? did you request it ceased on the 30th ?

this

4:04 pm, Monday 6 July 2026 – Provide Order Closed (KCI3) email update received on 06/07/2026 14:54:47 to confirm that the order has now completed - under the BT reference/circuit number B

Is the Openreach engineer reporting the Fibre installation as complete

and this 

9:32 pm, Monday 6 July 2026 – Provisioning of your ADSL Account Information BT Reference Number changed from BBEU A to BBEU B. BT Circuit Number changed from BBEU A  to BBEU B where A and B is a 8-digit long reference/circuit number.

is Plusnet confirming that and changing your account details

I'm a bit less concerned now that there is any problem with your Plusnet account. Hopefully the Openreach engineer visit will sort out the fibre circuit configuration and you'll be up and running soon.

[#12]

@MisterW  No, I didn't request it. I spoke to a PN representative on the phone and told him that I was moving, that my last day at my old property would be 4th July, and that I'd be gradually moving into my new place from 26th June.

He told me that my service at the old property would be disconnected a few days before I moved out. A few minutes later, he confirmed that he'd managed to book an engineer to visit my new property on 6th July, and advised me to take my Hub with me on the day of the installation.

Fingers crossed someone will turn up today and be able to fix the issue.

[#13]

So, I waited for the engineer to come today, but nobody turned up.

Earlier this morning, I called Openreach's contractor (MJ Quinn), who had contacted me regarding the "today engineer appointment". They confirmed that someone was scheduled to visit today and also warned me that I could be charged over £60 by PN if I failed to provide access for the engineer.

When I called them back later today to explain that nobody had arrived, they were surprised that I'd received appointment notifications yesterday and the confirmation/reminder this morning. They told me there was actually no engineer booked to visit today, and that the last recorded activity at my address was Monday's "FTTP installation", which had been completed by the engineer.

I’ve just wasted a day of my paid holiday staying at home for nothing 😂, at least we’ve got some nice weather today. 

[#14]

So have Plusnet confirmed an engineer is still booked for Friday ?

[#15]

@MisterW  Yes, he's coming on Friday.