cancel
Showing results for 
Search instead for 
Did you mean: 

TP Link AC2800 won’t connect

Highlighted
Hooked
Posts: 7
Registered: ‎26-09-2018

TP Link AC2800 won’t connect

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?
10 REPLIES 10
Highlighted
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: TP Link AC2800 won’t connect

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?
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,738
Thanks: 311
Fixes: 97
Registered: ‎26-03-2018

Re: TP Link AC2800 won’t connect

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Highlighted
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: TP Link AC2800 won’t connect

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
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 272
Fixes: 57
Registered: ‎26-03-2018

Re: TP Link AC2800 won’t connect

@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

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
Highlighted
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: TP Link AC2800 won’t connect

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
Highlighted
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: TP Link AC2800 won’t connect

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:

 

image15398572202758

 

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

Highlighted
Hooked
Posts: 7
Registered: ‎26-09-2018

Re: TP Link AC2800 won’t connect

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.
Highlighted
Hooked
Posts: 6
Thanks: 2
Registered: ‎20-05-2018

Re: TP Link AC2800 won’t connect

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
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,631
Thanks: 272
Fixes: 57
Registered: ‎26-03-2018

Re: TP Link AC2800 won’t connect

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

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
Highlighted
Hooked
Posts: 6
Thanks: 2
Registered: ‎20-05-2018

Re: TP Link AC2800 won’t connect

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