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Connecting to BT Hub 6

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gws20
Hooked
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Registered: 2 weeks ago

Connecting to BT Hub 6

I have followed the set up instructions to the letter. I have no Save button when I change the User Name and password but have a message at the top of the screen to save the changes. Pressing connect gives me an Error box. Going back to the previous page does not save the new user name etc. What do I try next?

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Re: Connecting to BT Hub 6


Moderators Note


This topic has been moved from ADSL Broadband to My Router

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Baldrick1
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Registered: ‎30-06-2016

Re: Connecting to BT Hub 6

Fix

@gws20  Welcome to the forum.

Are you leaving the DSL cable unplugged until instructed t plug it in? It must be disconnected whilst you input your Plusnet credentials.

There have also been reports of some hubs not accepting passwords that include special characters. If you are using special characters go into your Plusnet account and change your password to alpha numeric only. You will be told that a special character is required but to date there have been no reports of passwords being rejected due to their non usage.

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gws20
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Posts: 9
Thanks: 5
Fixes: 1
Registered: 2 weeks ago

Re: Connecting to BT Hub 6

Yes I have a $ character. I will change the password and see i that works. Thanks.

gws20
Hooked
Posts: 9
Thanks: 5
Fixes: 1
Registered: 2 weeks ago

Re: Connecting to BT Hub 6

The change of password fixed it! The BT Hub 6 is now connected and working. Couple of points to note

  1. I did not have a Save box, simply went to Connect it it seems to have automatically saved the new connection info.
  2. I did not receive an instruction to connect the DSL cable. After trying to connect a couple of times I simply plugged it in and everything connected.
  3. Perhaps a comment in Plusnet information regarding special characters and BT hubs could be helpful.

Thanks to everyone for your help.

Baldrick1
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Posts: 3,862
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Registered: ‎30-06-2016

Re: Connecting to BT Hub 6

@gws20 

Glad to heat that it'd working. In case there's any confusion,this is not Plusnet information per se. I am a fellow Plusnet customer who posted this topic on to Plusnet's public forum for general information.

Further information, such as the special character limitation came to light after I had made the post. Unfortunately there is only a short window of time allowed to edit posts so I am unable to amend the original. However if you read through the pages of replies you will find reference to it.

In terms of not getting an instruction to plug the DSL cable I do not know if you expected the router to flash up a message to plug it in? If so then this would never happen as th BT plc policy is that premium cost BT Retail customers get a Smarthub 6 and budget Plusnet customers get a Hub One. This is a bodge that enables we budget customers to use the premium service device.