No internet connection after FTTP upgrade

[#1]

Hi. I hope someone can help as we’re left with no internet since our FTTP upgrade and can’t even get online properly on our smartphones due to O2’s flaky signal where we live! Had our FTTC upgraded to FTTP on Wednesday, the open reach engineer says everything is working at there end, the 3 green lights are lit up on the BT ONT box but the Plusnet Hub 2 just stays solid orange! I’ve had my email from Plusnet early hours Wednesday morning saying my order is complete, they sent an Openreach engineer out Friday who checked everything at there end and said it must be a problem at the Plusnet end. I’ve rang Plusnet multiple times who tell me that everything looks fine but my Hub 2 isn’t connected to the internet so they can’t understand why it’s not working it must be something at the BT end but are sending me a new Hub 2 just in case mine is faulty (it was working fine before the FTTP upgrade). Plusnet are blaming Openreach, Openreach are blaming Plusnet and I’m stuck in the middle pulling my hair out! Somewhere please be my hero and help to sort this mess out!

[#2]

@bertk1598 Have you tried rebooting the Hub?

[#3]

I forgot to add I’ve double checked my username and password in the Hub 2 settings are correct, I’ve changed my Plusnet login password on the website and entered this new password into my Hub 2, if log into my Hub 2 settings it sees the WLAN connection and says connection type: external (FTTX) and WLAN link speed: 1000Mbps but when I go into the technical log it shows PPP. Sending PADI over and over again

[#4]

Hi John, thanks for replying. Yes I’ve tried rebooting the hub and ONT box multiple times but the hub just goes green them solid orange. I’m sure there’s something that Plusnet need to set up at their end but they just keep saying everything is fine it must be an Openreach issue. In my desperation to get back online last nigh I drove an hour away to buy a Hub 1 from Facebook to see if it was an issue with my hub 2 but that doesn’t work either, it just has a solid orange light and a flashing orange broadband light so I don’t think the new hub 2 that Plusnet are sending out is going to fix the issue

[#5]

OK - that was going to be my next question 'is the username/password correct?', so that is another angle covered. I'm not an FTTP expert, but are the cables connected in the correct ports?

[#6]

Thanks for taking the time to try and help John it’s very much appreciated! Yes I’ve double checked and the Ethernet cable is plugged into the right port on the BT ONT (there’s only one port it can physically fit into and the other end of the cable is plugged into the red WAN port in the hub 2, I’ve also tried 4 different Ethernet cables just to make sure it’s not a cable issue

[#7]

In that case, @bertk1598 , I'll bow out and leave it to cleverer Community members.

[#8]

Hi John no worries mate thanks for taking the time to try and help

[#9]

@bertk1598 TBH like you I'm pretty sure that its not a router problem, its either a Plusnet issue or an Openreach issue.

Given that its an upgrade its unlikely to be an issue with your Plusnet account.

What MIGHT be useful to isolate the fault if you're up for it, is to try the BT test user account credentials

You need to change the username/password in the router

First try :- 
    Username: bt_test_user@startup_domain
    Password: (leave blank)

If that works i.e you get a blue light on the router

Then try:-

   Username: bt_test_user@plusdsl.net
   Password: (leave blank)

See if that gives a blue light

Let us knwo the results

Note that even if they connect, neither of those sets of credentials will give internet access BUT they will hopefully identify where the fault is

You can reset the username/password back to the correct one after the tests.

[#10]

@MisterW Just to satisfy my curiosity, is the 'FTTX' of any significance?

[#11]

@jab1 it shows FTTX when it has a connection via the WAN port

[#12]

Thanks, @MisterW  - another useful nugget of information. 😀

[#13]

@MisterW I’m just about to go out to watch the football (due to the internet not working!) so I’ll try it when I get back home in a couple of hours and update you if that’s okay. I’ve literally just got off the phone to Plusnet as the new router arrived an hour ago but there’s no difference when using it, still just the solid orange light. I logged into the new router settings and changed the username to my username as it was still setup@plusdsl.net even after connecting it to the ONT box. Plusnet have again checked everything at there end and can’t see a reason why the router isn’t connecting to the internet so are sending Openreach out again on Monday (this will be the third visit now including the installation!) The Plusnet advisor also said he is passing my issue to the CAT team (not sure who they are)

[#14]

Customer Assistance Team, a dedicated team that the 1st line support escalte problems to.

My guess (and its just a guess!) is that Openreach haven't configured the routing correctly on your connection, so that any connection attempts aren't getting to the Plusnet gateways.

If that's the case , then the 'startup_domain' user should connect but the @plusdsl.net one will fail

[#15]

@MisterW I’ve just tried both of the credentials you gave me and there’s no change I’m afraid. I’ve tried the first set of the credentials and the settings page in the hub 2 says connecting then displays disconnected in a green box and the hub 2 lights stay solid orange and it’s the same for the second set of credentials you gave. What I do find strange is there is no save button in the hub 2 settings only connect and when I empty the password box so it’s blank and then click connect as the page says connecting there are stars in the password box as though a password has been put in there even though I’ve just cleared the text box?