TP Link AC2800 won’t connect

[#1]

I recently moved house, and while I was on fibre extra, I didn’t have the BT master socket, so was sent the hub 1 which connected through the phone line.
I decided to replace the hub with a TP Link AC2800, despite putting in the correct credentials and settings (tried both VDSL and ADSL) it refuses to connect to the ISP and the console doesn’t have any logs or help with why it’s failing. Any ideas?

[#2]

To add to this, it finally connected and worked, yet then drops and loses connection. I had occasions when Facebook wouldn’t refresh I put down to the plus.net hub hence buying a new top spec router, but could it be my connection isn’t stable and keeps dropping?

[#3]

Hi @iancolcomb,

I'm sorry to hear that you've been experiencing problems with your connection, both when connected with your TP Link router and with your Plusnet router.

I've tested your line but the test hasn't picked up the cause of this issue from here:

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	76.5 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	409.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Interleaving Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-10-03T21:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	64.2 Mbps	79.9 Mbps	75.5 Mbps
Up Stream Line Rate	19.9 Mbps	19.9 Mbps	19.9 Mbps
Up Time	0.0 Sec	900.0 Sec	897.2 Sec
Retrains	0.0	160.0	0.3

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2018-10-17T11:08:31Z	2018-10-17T11:23:31Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Does this issue solely affect wireless connections or does it affect wired connections too?

Please can you run through our troubleshooting guides here and let us know how you get on. If the issue persists once you've done the troubleshooting checks, please report it  here and let us know when you've completed it.

[#4]

Hi

I have plugged the old plusnet hub in to have internet.
Issues effects both wireless and wired connections as it’s the router authenticating the broadband connection that’s the issue.

I have tried the troubleshooting guide, but I will connect the TP link router and try them again and report back

[#5]

@iancolcomb - thanks for the update. 

Just to confirm, when you use the PN router you are able to authenticate and establish a connection to the internet? 

Let us know how it goes with the TP. 

Thanks, 

MoR

[#6]

Yes, both routers authenticate and connect, the TP router then loses connection after approximately 5-10 minutes. The PN router does have “dead” moments where videos stop streaming/Facebook won’t refresh, but this doesn’t register as a disconnect (from what I can see) but then all is fine a few minutes later, which I don’t have with the TP

[#7]

Hi @iancolcomb ,

Thanks for your post.

I've run testing on your line and we aren't detecting any sort of issue and the stability seems to be within the acceptable range as the below graph shows:

As we're showing no disconnections since Tuesday, has the issue now resolved itself?

[#8]

Unfortunately I only managed to connect the TP router today, however it has been connected for over an hour so appears to be working, I will keep an eye on it but believe it may be resolved thank you.

[#9]

Hi I just got one of these AC2800 and mine won’t connect at all, I have tried vdsl and adsl but neither work.

Can someone help me out here.

Thanks

[#10]

Hi @Manickbarry42

We have little diagnostic help available when it comes to 3rd party hardware I'm afraid.

To configure a 3rd party router you will need to consult your manufacturer or your manual to gain access to your router and find the necessary pages.

Please ensure you are using the following details:

Encapsulation Type: PPPoE (PPP over Ethernet)
Username: Username@plusdsl.net
Password: Your account password

Thanks, 

MoR

[#11]

Thanks not sure what happened but it’s working now 😁