CHAP Auth Issues

[#1]

Hi,

Am hoping to get some help here, I joined plusnet approx 4 weeks ago and still have not had an internet connection, my activation was delayed until Monday this week. I received my activation e-mail, and plugged in the router, still no connection, checked things such as user/password etc on router, changed my password numerous times, still getting continuous CHAP Authentication failures.

Tried my ASUS VDSL router which I plan to use once plusnet is working, it confirms a stable line with good upstream/downstream but also confirms the CHAP Authentication error.

I just had a plusnet technician round and they were unable to do anything as it's an auth issue, they tested the line etc and confirmed that all seems to be fine.

I've just rang to support and now they've booked in an Openreach engineer, but I'm worried when their engineer comes they are going to say it's Plusnet's issue and I go into a loop again.

Has anyone encountered such an issue before or could someone from plusnet check into it? The username and password I'm using are correct and have been triple checked and tried with some password changes to very simple passwords to ensure it wasn't a character issue.

I've not been able to work due to this as mobile broadband in my area is horrendous so am really hoping someone can help.

Below is the Event Log with WAN category:

00:28:31, 08 Nov. ( 1712.050000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]
00:28:31, 08 Nov. ( 1712.050000) CHAP authentication failed
00:28:31, 08 Nov. ( 1712.030000) CHAP Receive Challenge
00:28:31, 08 Nov. ( 1712.030000) Starting CHAP authentication with peer
00:28:31, 08 Nov. ( 1712.020000) PPP LCP Receive Configuration ACK
00:28:31, 08 Nov. ( 1712.010000) PPP LCP Send Configuration Request
00:28:31, 08 Nov. ( 1712.000000) PPP LCP Receive Configuration Reject
00:28:31, 08 Nov. ( 1711.990000) PPP LCP Send Configuration ACK
00:28:31, 08 Nov. ( 1711.990000) PPP LCP Receive Configuration Request
00:28:31, 08 Nov. ( 1711.990000) PPP LCP Send Configuration Request

I also noticed in TR069 category these messages too:

00:16:15, 08 Nov. ( 975.900000) CWMP: session closed due to error: Could not resolve host
00:16:15, 08 Nov. ( 975.880000) CWMP: Server URL: https://dbtpnhdmw.bt.mo; Connecting as user: Default username
00:16:15, 08 Nov. ( 975.880000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'

[#2]

So have you entered your PN username and password in the router?

If so does it contain any special characters?

If so have you tried a password reset and simplify the password ?

Does it work with a PN supplied router?

[#3]

Thanks for the reply.

I tried with my plusnet username and @plusdsl.net at the end.

Password contains no special characters.

Have tried 4 password resets with the password getting simpler everytime.

The plusnet router is what I'm using, its failing on the plusnet router, I only tried my Asus one to get better logs and to confirm it wasn't just a router issue.

[#4]

Thanks for reaching out @pkeelan and I'm really sorry to hear that you're having issues with your router.

When resetting your password, please ensure that you're able to use it to log into the online Member Centre. If you can, go ahead and give your router a Factory Reset before trying to authenticate it again with the same password. See how that goes.

An engineer is scheduled to arrive tomorrow anyway, so if their notes suggest an issue with the router itself, we'll be more than happy to send another one out.

[#5]

Hi, thanks for the reply. Have already tried, can login fine to member centre, have given it another go doing exactly as you described but unfortunately still the same error.

00:05:42, 08 Nov.	( 342.260000) CHAP authentication failed
00:05:42, 08 Nov.	( 342.230000) CHAP Receive Challenge
00:05:41, 08 Nov.	( 342.230000) Starting CHAP authentication with peer
00:05:41, 08 Nov.	( 342.220000) PPP LCP Receive Configuration ACK
00:05:41, 08 Nov.	( 342.200000) PPP LCP Send Configuration Request
00:05:41, 08 Nov.	( 342.200000) PPP LCP Receive Configuration Reject
00:05:41, 08 Nov.	( 342.190000) PPP LCP Send Configuration ACK
00:05:41, 08 Nov.	( 342.180000) PPP LCP Receive Configuration Request
00:05:41, 08 Nov.	( 342.180000) PPP LCP Send Configuration Request
00:05:11, 08 Nov.	( 311.340000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]

I really don't think it's a router error as have tried 3 routers now, the Plusnet one, my ASUS one, and Plusnet engineer one which was a BT hub today. All have the authentication error, it feels more like a config error at Plusnet or BT side. 

I really hope this is resolved tomorrow by the Openreach engineer as I can't afford anymore time off work and mobile internet is not viable here  

[#6]

Thanks for getting back to us @pkeelan

I'm really sorry to see you're having issues with your connection.

Our tests were showing your line to be out of sync so you wouldn't have been able to authenticate even with your modem in sync. This typically suggests a cross-jumpering problem at the cabinet (the green box in the road). It's a bit disappointing to see we hadn't arranged an Openreach engineer from the outset so I've arranged for feedback to be passed on.

Let us know how it goes once the engineer's been.

[#7]

The openreach engineer has been. One of the most helpful engineers I've met, he was really good with testing everything both inside and at the cabinet. He confirmed by going to the cabinet that the problem is as you said and he's fixed it so I finally have the internet working. Definitely not happy that it's taken a month to get internet, was sent the wrong engineer originally delaying connection even further, and have lost 3 weeks wages. But relieved that it's over.

[#8]

Thanks for getting back to us @pkeelan

I'm glad to see the Openreach engineer had fixed the cross-jumpering problem at the cabinet and you're up and running now. I'm really sorry again for the length of time it's taken to provide you with a broadband service.

Although we aren't signed up to Ofcom's automatic compensation scheme, we're happy to offer a goodwill gesture in line with this, which is £5 a day for each day your activation was delayed.

As we initially confirmed your activation date would be the 20th September, I'd like to offer you a total credit of £125.

If you're happy to accept or if you've got further thoughts, let me know by replying to the support ticket online Here.