cancel
Showing results for 
Search instead for 
Did you mean: 

Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Hi All,

 

Yesterday out of the blue my RBR40 decided to just stop working, but the strange this is that when I plug in my Plusnet router everything works fine which means it shouldn't be an infra issue. I've checked my PPPoE settings and they're definitely correct.

Has any one seen this kind of problem before or can offer any suggestions please? I've tried all of the below. Should I bother reaching out to Plusnet Support themselves? If I've missed anything please let me know and I can try and fill in the blanks! No idea why this would have happened suddenly

 

  • Orbi is connected via Openreach modem (HG612) to Plusnet via PPPoE (login/pw are definitely correct)

  • Thought it might have been the modem so bought a new one but issues persist

  • Tried resetting modem and router together and individually

  • Tried setting up Orbi as if brand new

  • On Netgear website RBR40 latest firmware is 2.6.1.36 yet mine had a newer version of 2.6.2.104. So I manually updated it to the older version, no success

28 REPLIES 28
adam945
Plusnet Help Team
Plusnet Help Team
Posts: 317
Thanks: 77
Fixes: 17
Registered: ‎01-12-2020

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Hey there, as you're post involves third party equipment, please contact the relevant manufacturer for further support. Feel free to reach out if you have any further queries regarding your Plusnet services / equipment .

 

-Adam - Plusnet Leeds

 Adam
 Plusnet Help Team - Leeds
dvorak
Moderator
Moderator
Posts: 25,550
Thanks: 4,763
Fixes: 1,207
Registered: ‎11-01-2008

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can


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'
sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Thanks Adam for the reply.

 

Sticking with Plusnet services, could anything have changed from Plusnet side that might have caused PPPoE to not be working correctly?  I'm assuming not though as Plusnet Hub One can still connect

Mustrum
Community Veteran
Posts: 2,518
Thanks: 575
Fixes: 56
Registered: ‎13-08-2015

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

@sungshine  have you change your member centre password recently?

sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

@Mustrum No I haven't but thanks for the reply.  Made sure to check multiple times that my user/pw for PPPoE was correct.

 

Real head scratcher this!  Reached out to Netgear community as well to see if it might be an issue with the Orbi.

Mustrum
Community Veteran
Posts: 2,518
Thanks: 575
Fixes: 56
Registered: ‎13-08-2015

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Have you checked the router logs?

what about the modem lights?

sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

@Mustrum 

Will take a look at the router logs and see if it sheds any light. 

 

Modem light wise power and connection to router is green.  DSL flashes on and off but never settles at solid green.

MisterW
Superuser
Superuser
Posts: 9,685
Thanks: 2,542
Fixes: 188
Registered: ‎30-07-2007

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

DSL flashes on and off but never settles at solid green.

I'm not completely familiar with the HG612 but I would have thought that, when synched, the DSL light should be solid green

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dvorak
Moderator
Moderator
Posts: 25,550
Thanks: 4,763
Fixes: 1,207
Registered: ‎11-01-2008

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Agreed, from memory there's a dsl light which should be solid and an activity light which would flash.
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

The DSL light is definitely not staying solid green.  Any ideas what this might mean? 

 

I thought the modem might have packed in which is why I replaced it another HG612 but there didn't seem to be any differences after. 

MisterW
Superuser
Superuser
Posts: 9,685
Thanks: 2,542
Fixes: 188
Registered: ‎30-07-2007

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

https://btbusiness.custhelp.com/app/answers/detail/a_id/19236/~/what-do-the-lights-on-my-openreach-m...

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dvorak
Moderator
Moderator
Posts: 25,550
Thanks: 4,763
Fixes: 1,207
Registered: ‎11-01-2008

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Was just going to post this link https://community.plus.net/t5/ADSL-Broadband/DSL-Light-Flashing-Won-t-connect-to-Internet/td-p/10337... which contains the same info Smiley

Odd that the HG612 can't synch but the hub1 can.
Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
MisterW
Superuser
Superuser
Posts: 9,685
Thanks: 2,542
Fixes: 188
Registered: ‎30-07-2007

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Even more odd that two HG612s cant synch!!

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

sungshine
Dabbler
Posts: 12
Registered: ‎17-05-2021

Re: Orbi RBR40 suddenly can't connect to internet but Plusnet Hub One still can

Thank you both for replying!  I actually had come across the link @MisterW posted and have done a fair amount of resetting on both modems!

I just don't want to end up having to pay for someone to come out when it wasn't necessary seeing as the Hub One works..