New Fibre Broadband not working

[#1]

Not sure if anyone can help, but I had a new fibre line installed a few weeks ago to go with a new fibre package from Plusnet. It has never worked!

Openreach has been back to my house on three seperate times and I have run through a few things on the phone with Plusnet support - but it's still not working. Openreach are coming around again tomorrow - but they keep saying the same thing that their equioment is ok.

I have tried a factory reset on the hub. The hub itself defaults to a broadband username of setup@plusdsl.net and an eight character password that I cannot see.

Again over the phone with Plusnet I have tried to manually change these to my <username>@plusdsl.net and my account password. Whilst the hub will accept me changing the username, it always reverts back to the 'hidden' pasword when I press connect.

I have also tried changing my online password and using that new password in the hub broadband settings - but the hub will not accept any password except for the default one (whatever that is!).

I have also tried a generic router and whilst I was able to input my username and password into that, it still did not connect.

To be fair both Plusnet and Openreach staff have been good and pleasant  - but it's a little fustrating that 2 weeks later I still don't have broadband.

Does anyone have any suggestions? (I can't keep taking annual leave for engineer visits!)

[#2]

@Dyl 

Just for clarification - when you say you had a "new fibre line installed" was this for FTTP (pure fibre) or FTTC.

Brian

[#3]

It's a pure fibre (300Mbps).

The old line was a 'copper line' that only gave me a speed of 40Mbps

[#4]

@Dyl 

The only thing I can suggest is to disconnect the Hub2 from the ONT and then change your username and password before saving the changes. Then reconnect the ethernet cable and see what happens.

Brian

[#5]

thanks Brian,

I have tried that previously, but when I press 'Connect' in the hub settings, it always changes the password back to the default (original) password - and doesn't work.

[#6]

Apologies - just noticed I posted this in the wrong forum section.

[#7]

@Dyl 

A new thought.

Have you a PC or laptop that supports PPPoE. If you have you could try a direct conenction.

Brian

[#8]

@Dyl  You won’t know if the password changes, it is starred with the same number of stars regardless of how long or short it is.

The username should stay however, unless the router is factory reset. Does it?

[#9]

Arfaid my laptop is old @bmc

@Mustrum that kind of makes sense with the password then. Because my password is 14 characters long, and only eight '●' characters show in the password box when I click "Connect", I thought it was defaulting to a standard eight character password. The hub does remember my username, unless I factory reset it. It then changes to setup@plusdsl.net.

[#10]

Just a thought - has the Hub been correctly associated with the account?

[#11]

I would assume so @jab1
The issue has been escalated within Plusnet and Openreach due to it being 2 weeks now, I would have assumed this to be one of the first things they check?

[#12]

@Dyl I would have thought so, but the simple things sometimes are the ones that get overlooked. It was only a thought.

[#13]

@jab1 yes, that's true!

[#14]

@jab1 @Dyl 

The account not being associated with the Hub should not cause this error as it's always been possible to override an incorrect username and password pair. Removing the WAN or DSL cable to add the correct username gets around that issue.

The Hubs event log may have a few pointers on what is happening.

Advanced Settings >Technical Log >Event log - a screen shot of category PPP just after the WAN cable is connected or export which creates a csv file of the event log, attach to a post

Edit: export is best

[#15]

@Dan_the_Van Fair enough, it was just a thought, and as this is is an FTTP installation, I'm going to say no more - the possible reasons could be legion. 😉