Issue setting up UDR7 on FTTP

[#1]

I bought a new UDR7 yesterday and on first setup I screwed up the password a dozen plus times. When I eventually contacted support we got the password reset and mentioned the fact that I should be using @plusdsl.net at the end of the username. I fixed the credentials expecting the UDR7 to burst into life but the UDR7 says No.

While the dashboard says Fully Operational I cant get any traffic out, and on further investigation I spot that my external IP address is not shown next to the primary WAN. At the same time if I switch the wan back to the hub2 router things work as normal. 

Can I ask could the mac address of the UDR7 be blocked due to excessive attempts to get credentials correct? or Could the credentials some how be blocked now when using the UDR7 (find unlikely). I'm confused given I think the basic config is now correct. screen shots might help someone spot something. 

[#2]

Can I ask could the mac address of the UDR7 be blocked due to excessive attempts to get credentials correct?

Not as far as I'm aware.

Could the credentials some how be blocked now when using the UDR7 (find unlikely).

No, because 

At the same time if I switch the wan back to the hub2 router things work as normal. 

and the Hub 2 will be using the same credentials

Is the UDM trying to check the internet connection by pinging the gateway ? it wont respond to ping

[#3]

@DominoStryker  First thing to check is that the username (without the @plusdsl.net) and password are correct by logging into your Plusnet account 

https://www.plus.net/member-centre/login 

Your config looks OK, I was going to say check that no WAN vlan id is configured but the default value is 0.

Does the router have any logging facility to get an idea of what is happening when trying to connect? 

[#4]

I copied the same password from a password manager into both the member center portal and router. It worked into the portal. Still the same problem in the router.

The only things I see in the logs are the following

Your internet connection ISP_NAME is down. Please contact your ISP to verify if there is an outage in your area.
Primary internet is experiencing packet loss. Please restart the modem or contact the ISP if this persists.

[#5]

@DominoStryker 

"I copied the same password from a password manager into both the member center portal and router. It worked into the portal. Still the same problem in the router."

When you say "copied" did you mean by Copy & Paste? Sometimes, especially with passwords, C&P doesn't work. Have you manually entered the password into the router?

[#6]

@DominoStryker 

this thread https://community.plus.net/t5/Full-Fibre/Unify-UDR7/m-p/2014334 suggested setting a manual DNS server rather than Auto.

[#7]

I have just been through this with support and set the IP to 8.8.8.8 and 1.1.1.1 still no luck.

The one other thing that did come up is that as I've been a customer for 20 years is that I still have a static IP on my account which is apparently not standard. They could remove it but would be gone for good.

[#8]

The password is visible inthe router so I can confirm that copied and pasted correctly. I have retyped it again and password shows no changes

[#9]

@DominoStryker 

I rather doubt that is of importance in this matter - but don't really know. However...

"The one other thing that did come up is that as I've been a customer for 20 years is that I still have a static IP on my account which is apparently not standard. They could remove it but would be gone for good."

That may not be a good idea! If you have a long term static address - as I do - it could become recognised as of good reputation (no Internet Black Marks against it). But, with a dynamic IP address you could possibly one day pick up one from a pool that may have a bad reputation, which might cause issues now and then. Just a thought.

[#10]

@DominoStryker 

might I suggest you check the system log for PPPoE messages, hopefully there will be a clue what's happening

[#11]

@DominoStryker 

The one other thing that did come up is that as I've been a customer for 20 years is that I still have a static IP on my account which is apparently not standard. They could remove it but would be gone for good.

I been a customer for many years and also have a static IP. I've used many different routers (non PLusnet supplied) and not had any problems.

The static IP should make no difference, its still a PPPoE connection. As @Dan_the_Van said we really need to see some PPPoE logs to see what may be happening 

[#12]

@DominoStryker 

As you have been doing repeated tinkering with the UDR7, I'm wondering if it is now in a confused state.

Consider doing a FACTORY RESET to clear the configuration back to default

and then run through the SETUP WIZARD with the clean configuration settings which you now know to be correct.

[#13]

I've just recently switched to Plusnet but I use a UDR7.

You may have done this already but try powering off the openreach modem, leave for a couple of minutes and then power back on.

The UDR7 is also known to sometimes be temperamental on WAN port 4 for PPPoE. It would mean an extra expense but you could try an SFP adapter in port 5 (this is what I am using).

If you want me to check any settings I have, just let me know.

[#14 · Accepted solution]

I spoke with Ubiquiti support and narrowed down the issue. For any that follow I will right down roughtly what happened.

The Ubiquiti support team got me to set up a PPPoE connection direct to my mac using the plusnet credential. This did not connect. At that point they ran for the hills as it wasnt their issue. happened to change the @plusdsl.net back to @f9.co.uk which I knew was working on the hub2 and it connects first time. I suspect as I was an old force9 member and have a slightly differetn account setup with the static IP that I'm more of an exception that the norm. But in this case using @f9.co.uk while on an FTTP line works for me. 

[#15]

@DominoStryker 

For clarity, who said you had to use @plusdsl.net for the broadband username?

The reason I ask, I have FTTP and continue to use @freeonline.net