Orange Light on Hub

[#1]

Hi, 

I am fairly new to Plusnet (around 3 weeks) and so far all has been fine. Since yesterday my Hub has been showing a fixed orange light and no connection can be made. 

I have been through the process of resetting everything, factory resetting the hub and trying to change the broadband credentials via the Hub Manager but nothing is working

I can see the following messages in the technical log, 

PPP CHAP Receive success : authentication failure

PPP: CHAP authentication failed

PPP: LCP down

PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)

PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)

Can anyone help? I WFH so need connection.

Thanks,

[#2]

@Katie89 I suggest you raise a fault , try using the text service https://www.plus.net/help/report-a-problem/

If that doesnt work then call support 0330239123

[#3]

Hi MisterW, 

I did this yesterday and after spending some time on the phone running through what I already had they are sending out a new Hub Two, Was just seeing if there is anything more I can do as with the failed authentication error it seems this may be more on the set up side than a faulty Hub but who knows!!

[#4]

There's nothing more you can do I'm afraid.

My guess is that its not a router problem so the new Hub 2 probably wont fix it. Its either an Openreach/BT wholesale network problem or its a Plusnet account problem. I would have expected the agent on the fault call to have checked the latter and so its very likely a BTw routing problem.

Assuming, when it arrives, the new router doesnt fix it, then get straight back on to support

[#5]

This may sound a little less technical but when I had an outage before I switched to Full Fibre end of last year, I called Plusnet to see what was going on and after a lot of faffing around, the agent raised a fault and I was booked an engineer visit. About half an hour later, I turned the Hub 2 OFF at the electric mains, waited for 30 seconds, turned it back on and guess what? The blue circular light came back on again! 🤔 

I`m now Full Fibre so I`m not sure the same `trick` would work again. Worth a try? 

[#6]

@Katie89 

Both the Hub two and Members centre share the same password, are you able to logon to the members centre with the password you are using for the Hubs broadband username?

Make sure you are not using  text autofill as sometimes this adds a space to the end of the text string.

HTH

[#7]

When I attempted to change from the setup, I kept getting a pop up saying disconnected (strangely enough with a tick) this happened whilst on with support too. I can login in to anything else plusnet fine

[#8]

@Katie89 so when you factory reset the Hub , did it initially go Blue and then revert to orange ? or did it just stay orange ?

[#9]

From the start up green, to Orange. No Blue

[#10]

Thanks for confirming that.  In that case its a BTw/Openreach network issue.

To explain, on factory reset, the credentials are reset to setup@plusdsl.net. It should then connect to Plusnet, retrieve your account credentials and then reconnect using those. If its not connecting (going Blue) with the setup creds then there is no routing to Plusnet through the BTwholesale network. Either there is a network outage in your area, but one would have expected support to have checked that, or BTw have messed up the connection (which is not unheard of!)

[#11]

Thanks for this, And In your experience what is the best way of having this resolved? back on to PN Support?

[#12]

I'm afraid you will probably need to wait until the new router has arrived and been tried. Openreach/BTw won't accept a fault report from Plusnet until its been confirmed that a replacement router has been tried. 

Just a thought, Zen have an Openreach status page here https://status.zen.co.uk/broadband/ , put your phone number or at least the STD area code into that page and see if there are any faults showing in your area

[#13]

"If its not connecting (going Blue) with the setup creds then there is no routing to Plusnet through the BTwholesale network."

Or the router has fallen off (or never was on) the TR69 management platform.

@Katie89 

Did this router originally auto configure your Plusnet account details, or did you need to do that manually?

[#14]

Or the router has fallen off (or never was on) the TR69 management platform.

@Townman but it would still make the initial PPPoE connection (and go Blue) wouldn't it ? It just wouldn't be able to access the TR069 platform and retrieve the account details

[#15]

@MisterW 

Blue as in a successful PPPoE connection using setup@... ?

I think I see where you're heading ... absolutely no routing to Plusnet at all falls squarely with Openreach.  I seem to recall reference earlier today to a MSO with this profile...