Hub suddenly stop working. Contacted customer service and mentioned an "authentication problem".

[#1]

Dear all,

Since last night I have lost access to the internet, all of a sudden. I contact customer service mentioning that there was a problem in the area which got resolved, however I keep having the Hub with a solid orange line. 

I contacted customer service again and they mentioned that now this is a problem due to "authentication", for which I had to reconfirm the broadband username and password by connecting to the . I have put as username my username@plusdsl.net and password my plusnet account password for logging into my account.

However the problem is still not solved. 
Do anyone experienced anything similarly weird that could help me here?

P.S. I am non Full Fibre and the ONT (small box installed inside the house by OpenReach) has all green leds, so it seems that the signal should arrive.

Thank you,

[#2 · Accepted solution]

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@arasande wrote:

I keep having the Hub with a solid orange line. 

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That sounds like a Hub1, not the Hub2 which is usually supplied for FTTP.

Have you upgraded to FTTP?

Has this ever worked?

See ...

Check you router lights

Your router lights can tell you a great deal about what is happening when things are not as they should be. The colour of the lights and their state will tell you all you need to know ... if only you could find the help sheet which came with the router. That information can also be found in the depths of the on-line help & support guides. The following links make the material easier to find.

• Hub Two
• Hub One
• Hub Zero (2704n)
• TG582n

If you need to keep putting in your user details that might suggest that the router keeps resetting itself.  @Baldrick1 - does this ring any bells with you?

@arasande - have you tried a factory reset of the router?

[#3]

If it's a Hub One there would be a Red 'B' (broadband light) if there is an incorrect username/password.

Has a Hub factory reset been tried?

[#4]

Hi Townman, thanks for your suggestion, I actually managed to solve with a factory reset. After that I inserted again my credentials inside the Hub and it connected.

I did not have any red light on the FTTP.

Apologies for the late reply, but for some reason I got the notification on the spam.