Full fibre - Steady Orange light No connection. Bt fibre hub green

[#1]

My actually hub turned up the day after full fibre was installed due to Plusnets sending issues. The engineer that came out when we reported originally did check the connection, he said it was working fine and the light turned blue but still it still said ‘not internet connection’. He passed it back to Plusnet… then Plusnet have said today it’s a ppp issue that will resolve on its own, but after 8 days with no change I’m not seeing how it can suddenly resolve?

[#2]

Honestly about 20 times, as well as manual authentication, unplugging all wires and doing a full hard reset

[#3]

There are no other wires plugged in and the connection to the previous socket has been cut so there is no cross over

[#4]

Yes, they sent out a new router today, before connecting the new one that came we tried this, and vicecersa old wire into new hub

[#5]

Tried to factory reset every day several times since install no joy. Ended up taking wifi router 5g off three to get us through with work until plusnet fix the issue with main fibre line or router. Gave up fighting with it now. Accepted no one is able to fix it and it looks like a waiting game until plusnet work out how to fix it.

[#6]

Yip several and even purchased expensive one from curry’s, no difference

[#7]

Hey @ellie24, I can see our support team have been in touch today and they have advised to restart the router and within the next 4 hours everything should be up and running if you are still experiencing issues our faults team are due to be in contact with you tomorrow.
 

Hey @Ashbash1982, I am sorry for the long wait in getting the fault rectified while I cannot go into much detail on a public forum, I have replied on the conversation that is open on your account you can view my response on our member centre
 

[#8]

Good luck to both of you. Let us know how you get on.

[#9]

It did not work, shockingly. If the issue is not sorted in 48 hours we will be leaving plusnet. This has been ongoing since the 22nd of November, our disabled child is not coping anymore

[#10]

Hi @ellie24, I am extremely sorry for the ongoing issues you are experiencing. Whilst I can not go into too much detail surrounding your account on a public forum, I have wrote a response on your account outling the current state of play.

Please be assured we will do our absolute utmost to ensure a satisfactory resolution is reached.

[#11]

So after another engineer visit we are up and running. Turns out an IP address was never added to the router or account! Hope yours is sorted

[#12]

So what exactly did the engineer do ?

[#13]

That's great news! Something so simple eh? Almost makes all the waiting with nothing - even more frustrating. 

One down, one to go. Let's hope that is just as easy.

[#14]

He was at our house for around 3 hours going back and fourth with three separate people (I don’t know specifically who the teams were). When investigating it through one of them he found the ip address was never set up, he asked for the whole router to be reconfigured on their end and plus’s nets (I believe). He then tested the connection before leaving.
He also asked another ‘more technical’ engineer to come and view his work to make sure it was all correct. He was so helpful, we couldn’t thank him enough

[#15]

@ellie24 Thanks. Sounds like you finally got a good Openreach engineer who persisted and got through to their (Openreach) 2nd line support (DCOE) who rebuilt the whole provisioning of the circuit. It's just a shame that ISPs can not contact DCOE directly when they suspect this type of fault, rather than have to constantly request engineer visits until one finally persists and gets it fixed.

Glad you're now connected though