Brand new Hub2 router not connecting in place of a temporary replacement router

[#1]

Recently we used a spare Hub One router to replace a faulty one, and a superuser kindly associated its serial no. with the premises username (next door). All has been working perfectly but when the brand new Hub2 router arrived from Plusnet (to replace the duff one), it failed to connect.  I tried resetting it but it goes to the fault state and if I follow the built-in troubleshooting instructions it tells me to call Plusnet support.

Could this be due to duplicate allocation of device serial no. to the physical line?   Do we need to get someone to assign the new hub to the broadband connection for the user's premises?

Thanks

[#2]

@greengenie Is the new Hub ordered by you? If so, it will be allocated to your account, for use at your home. Or am I missing something?

[#3]

Yes, it was ordered by the property owner for use at her premises (next door to us). A couple of weeks ago, we lent her our old router, which sort of worked but interfered with our network because it was using our access credentials. The problem was solved when Bob Pullen associated our old router to the place next door. And its been fine, But the idea was to order a replacement router (which has arrived) and use the new one (Hub2) instead of our old one.  I assumed the new router would come with factory settings and that it would establish a connection using the username for the premises it was ordered for, and that it would then be all set to go.

Since it fails to establish a broadband connection I'm wondering whether the Plusnet infrastructure can't associate the new router with the premises because it has already been associated with our old router. 

[#4]

OK - so it was ordered by the intended user, which removes one possible area of confusion.  I would suggest that your neighbour checks the 'username' on the new Hub, and if it is showing as 'setup@plusdsl.net', she tries a factory reset of it. If that doesn't work, let us know.

[#5]

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@greengenie wrote:

..., and a superuser kindly associated its serial no. with the premises username (next door)

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Superusers and moderators are customers like yourself with no access to PN systems. I assume a superuser escalated and a staff member completed the action.

[#6]

@jab1   have you read this topic - https://community.plus.net/t5/Everything-else/Suddenly-http-is-very-slow-Telegram-can-t-connect-POP-... 

[#7]

@Anonymous I have just refreshed my memory of that topic, but as the next-door neighbour ordered the new Hub, it should have come configured for their account - I know they occasionally need a kick, though, hence my suggestion of a factory reset.

[#8]

I wasn't questioning your method, just wanted to remind you of the previous part of this story for context.

This is probably a job for @bobpullen to ensure that each hub now has the correct TR-069 credentials registered on the Plusnet provisioning system, for the respective households, so that both routers correctly default to the correct usernames after a factory reset.

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[#9]

OK, but as the neighbour ordered the new Hub for their property, it should have left the warehouse pre-configured for that account. Having said that, I have seen a number of times when for some reason, a new Hub doesn't pick up the correct details - a factory reset cures the problem in 99% of cases.

[#10]

The hub should connect OK, however I have been dealing with a problem today where a recent batch of Hub Two's have gone out with invalid connection credentials. This would result in a solid orange LED when trying to connect the hub for the first time.

This should be easily fixed with a factory reset by inserting something into the pinhole at the rear of the unit until the status light flashes green. It will then take 5 mins or so to provision.

A workaround is now in place to mitigate against the above issue (so factory resets aren't necessary), however it was only implemented this afternoon.

[#11]

Thank you very much for this info. The symptoms you mentioned are exactly what I was seeing, so I think again you've correctly identified the problem.

Unfortunately I don't have unlimited access to the premises as there are paying guests, but as soon as they leave I'll do a factory reset on the new Hub2 and hopefully it will perform correctly.

Great stuff guys!  Thanks again.

[#12]

Let us know if it works.