HubOne won't sync after house move
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HubOne won't sync after house move
28-02-2017 11:11 AM
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Hi all, first post here sneakily while at work. Hoping for some advice as I'm worried and I am not tech savvy
We have recently moved flat and when activation date came for our fibre (we took plusnet with us), our hub one router wouldn't sync (despite having worked fine in our old flat)
Rang plusnet, spoke to advisor who did checks on the phone and an engineer came out today. He said our line is fine and that it's the router - he's encountered multiple software problems where the router wont sync for other people, and his colleagues have reported this to no effect.
I'm hoping I wont be charged for the call out, as we are having another router sent out to try by plusnet but he warned that this could end up being a blame game of pass the parcel I don't want to go through loads of routers when he said it's likely to keep happening with the hub one. I'm so confused. We havent had internet for over 2 weeks now and I sometimes work from home so this is a nightmare.
Any ideas what could be the problem? He said the signal and fibre is working which is a relief,he believes our router is incompatible with it and in his experience people have ended up buying a new router or secondhand router to get around the HubOne issue.
Help much appreciated, and any advice on routers I could buy to get up and running asap I would be indebted.
thanks
Re: HubOne won't sync after house move
28-02-2017 11:18 AM
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To clarify
Won't sync or won't get a PPP session
Re: HubOne won't sync after house move
28-02-2017 11:21 AM
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The engineer said it wouldn't sync to the line. (I dont know what a PPP session is!)
The router has the red light and flashing red B constantly, but his tests show that there is fibre there we just cant access it.
Re: HubOne won't sync after house move
28-02-2017 11:51 AM
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I've bought a TP-Link TD-W8968 Wireless N USB 300Mbps ADSL2+ Modem Router off ebay...in theory should that work? The engineer seemed pretty convinced it was plusnets router.
Re: HubOne won't sync after house move
28-02-2017 12:26 PM
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The TP router won't work if you have fibre. its only capable of working on ADSL.
Re: HubOne won't sync after house move
28-02-2017 1:09 PM
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Thanks do you have a suggestion for one that will?
Re: HubOne won't sync after house move
28-02-2017 5:22 PM
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I posted this in another thread, it does ADSL & VDSL.
Re: HubOne won't sync after house move
01-03-2017 11:17 AM
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Hi there @mattoh A warm welcome to the community forums first of all.
We're aware of a known problem of a Hub One not able to sync to certain Huawei cabinets. Looking into your cabinet, the vendor is ECI so we don't believe the issue lies with the Hub One in general in your case.
It's likely to be a problem with the router in particular. Please feel free to let me know what happens when you receive the replacement. As for the engineer call out, there will be no charge applied because the router is currently under warranty.
I hope this helps clarify things.
If this post resolved your issue, please click the 'This fixed my problem' button
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