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BT Smart Hub not connecting...

FIXED
MajorSparky
Newbie
Posts: 4
Thanks: 1
Registered: ‎02-07-2010

BT Smart Hub not connecting...

 
Could someone help me with this one please.
I bought a new BT Smart Hub to replace my Home Hub 5, which incidentally, works fine on my PlusNet Fibre Extra contract (download bandwidth approx 60Mbps). When I connect the Smart Hub router, it goes through the following connection stages:
- Green light (indicating that the hub is starting up)
- Flashing orange light (indicating that the hub is connecting to broadband)
- Steady orange light (indicating that the hub is working but isn't connected to the internet)
The connection process goes no further and doesn't reach the `Blue light' stage indicating that the hub is working fine and is connected.
I have tried a factory reset and have also entered the hub menu with a view to changing the default BT logon username to my PlusNet logon username and password, but it doesn't seem possible to save these changes, and I suspect that it is only possible to save the changes when the hub is connected to the internet at the `blue light' stage.
Any suggestions, or is my line too poor for a smart hub?
8 REPLIES 8
LifeonMars
Pro
Posts: 266
Thanks: 95
Fixes: 10
Registered: ‎07-04-2016

Re: BT Smart Hub not connecting...

See Message 2 here

https://community.plus.net/t5/Tech-Help-Software-Hardware-etc/BT-Smart-Hub-2-using-and-Firmware-upda...

 

and 

 

See post 41 here

https://community.plus.net/t5/ADSL-Broadband/BT-Home-Hub-6-Smart-Hub-on-PlusNet/m-p/1415464#M312705

 

ensure you are using yourusername@plusdsl.net and your plus net password

The hub will not accept any odd characters in the password ie . @£$%&*( etc.

As MisterW states

Connect the DSL line last after the changes and click connect.

Superuser
Superuser
Posts: 7,619
Thanks: 1,414
Fixes: 90
Registered: ‎30-07-2007

Re: BT Smart Hub not connecting...

@MajorSparky  I think it's only possible to save the changes with the DSL not connected. Search the forums for 'smart hub' there's a couple of detailed guides on exactly how to set it up.

Edit @LifeonMars  beat me to it and found the link

Moderator
Moderator
Posts: 21,211
Thanks: 3,093
Fixes: 634
Registered: ‎11-01-2008

Re: BT Smart Hub not connecting...


Moderators Note


This topic has been moved from Fibre to My Router

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
MajorSparky
Newbie
Posts: 4
Thanks: 1
Registered: ‎02-07-2010

Re: BT Smart Hub not connecting...

Thanks LifeonMars.

That's very interesting. I have a 13 character PlusNet logon password that uses loads of ascii characters (yes, I may be paranoiac). Just to confirm, are you saying that I will need to change my PlusNet logon password to one that doesn't use ascii characters before I can get connected using the BT Smart Hub?

Info appreciated.

MajorSparky
Newbie
Posts: 4
Thanks: 1
Registered: ‎02-07-2010

Re: BT Smart Hub not connecting...

Thanks MisterW. I will try LifeonMars' password suggestion and then go with your suggestion.

Thanks again.

LifeonMars
Pro
Posts: 266
Thanks: 95
Fixes: 10
Registered: ‎07-04-2016

Re: BT Smart Hub not connecting...

Fix

yes

The BT Hub will not accept special characters in the password field.  @£$%^&*()@ etc

MajorSparky
Newbie
Posts: 4
Thanks: 1
Registered: ‎02-07-2010

Re: BT Smart Hub not connecting...

Success. Changing my PlusNet logon pw to one without ascii characters solved it. Thanks again. 

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,593
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: BT Smart Hub not connecting...

 

No problem at all, @MajorSparky

 

If there's anything else you need, just drop us a line.

 

Take care

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team