New Fibre Broadband not working

[#1]

@Dyl  when the Hub 2 is factory reset and is trying to connect using the setup username , does the Hub light tt turn blue or does it stay red ?

Blue indicates that your plusnet account is not set up correctly.and plusnet should be able to fix it.

Red means that Btw/openreach haven't set up the circuit properly and it's not routing your connecton to plusnet, openreach need to fix it, but the engineer will need to talk to their 2nd line support!!

NB I am assuming that at .least one of the OR engineers has checked the ont serial no and that the lights on  it are green !!🙄

[#2]

Hi @Dyl 

To see if we can help can you describe:

1) What are the lights on the ONT indicating?

https://www.plus.net/help/broadband/connection-troubleshooting/full-fibre/

Select the What do the lights on the ONT mean? option

2) What are the lights on the router indicating?

Select the Check your Hub lights option

Regards

Richard

[#3]

Hi,

Thanks for the responses all.

I have attached a log from when the hub when I reconnected the WAN cable (using my username and password in the broadband hub settings).

When I do a factory reset, the hub initially is a solid green colour - and after a while returns to a solid orange colour. According to my plusnet book, a solid orange means the hub is working but isn’t connected to the internet.

There are three green lights on the Openreach ONT - Power, PON and LAN. 

According to Openreach they have rebuilt the line twice to my house (Level 2 support?), and I have seen the engineer quoting the number off the ONT to the other person he was speaking with on the phone.

[#4]

Hi @Dyl

That does look like lack of a connection between Openreach and Plusnet.

The router is sending the PPPoE Active Discovery Initiation (PADI) but not getting a response 

I don't know if this is still functional but from:

https://community.plus.net/t5/Broadband/BT-Test-Login/td-p/844979

You could follow jaggies advice re the BT wholesale test login.

It would at least test the connection to BT wholesales network and after that to the Plusnet domian.

Regards

Richard

[#5]

According to Openreach they have rebuilt the line twice to my house (Level 2 support?), and I have seen the engineer quoting the number off the ONT to the other person he was speaking with on the phone.

AIUI the OLT in the exchange is configured with your circuit I'd (BBEU) and ONT serial no. The BBEU gets sent to the BTw access concentrator with the pppoe discovery. The bbeu and account name is then used to route the ppp to the appropriate ISP gateway which then authenticates the account and password and establishes the ppp connection.  If the standard setup@plusdsl.net account is being used then for authentication to fail the routing MUST not be correct as Plusnet will always authenticate that account.

As @RichardB suggests, trying the bt test credentials MAY be useful

[#6]

@RichardB

Gave it a go and used bt_test@startup_domain and my own password - and it failed to connect. I did also try and leave the password blank, but when I press connect it always populates '●●●●●●●●' in the password box, but this didn't work neither.

[#7]

@MisterW
Thanks
Presume this means an Openreach issue?

Should I leave the broadband settings in the hub as <MYUSERNAME>@plusdsl.net and my password, or factory reset it to setup@plusdsl.net?

[#8]

Deleted in favour of other posts

[#9]

@Dyl,

It looks like an Openreach or  BT Wholesale issue.

As Openreach cannot find the problem, I guess it is a BTWholesale problem.

As it has been a few weeks since the install, Plusnet should be pushing Wholesale to rebuild the circuit from scratch.

Richard

[#10]

Thanks @Dan_the_Van
Does that mean a Plusnet or Openreach issue - or impossible to say?

[#11]

@Dyl 

The Hub sees a network of some sort as it is sending PADI (PPPoE Active Discovery Initiation) but it's not getting a reply

It's expecting a PADO (PPPoE Active Discovery Offer) reply

PADR (Received) would be followed by PADS (Session) would follow.

Sequence of expected messages

PPP: Sending PADI
PPP: Received PADO
PPP: Sending PADR
PPP: Received PADS
PPP LCP Send Configuration Request
PPP LCP Send Received Request
PPP LCP Send Configuration ACK
PPP LCP Send Received ACK
PPP: LCP up

Impossible to say as it could be either.

[#12]

As it has been a few weeks since the install, Plusnet should be pushing Wholesale to rebuild the circuit from scratch.

That would be a good start , although the OR engineer ought to be able to get 2nd line DCoE to do that..Although in my experience getting past 1st line is extremely difficult. Last time I witnessed it, it took an OR engineer 2 hrs of pleading! . I'm afraid most just give up...

[#13]

From my understanding, the OR engineer has been through to the 2nd line support and the connection has been rebuilt on two occations.

[#14]

@Dyl AFAIK 1st line are able to rebuild the immediate local circuit to the OLT but not the Btw parts. Its ,easy to know if it was 2nd line if you can hear the conversation, 1st line is in India,  2nd line is UK based

[#15]

Defimately the OR engineer has been speaking with the second line, as you say someone from the UK.

Pretty sure they have rebuilt the line on two occations, but I am not sure what that means exactly.

Anyway, still not working after that.

I presume this 'line information' and ONT box number is passed from Openreach to Plusnet so they can activate it?