New Fibre Broadband not working

[#1]

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

No, the line information (BBEU) and ONT serial are ONLY used by Openreach/BTw. They are used by the BTw access concentrator to route the connection to the correct ISP ( Plusnet in this case ). In addition the Plusnet username (but not password) is used by the concentrator to determine whether a normal or L2TP (for static IP) routing is to be used to PN. Once the connection gets to PN then all they use is the username and password to authenticate your connection.

to recap:-

If the router is configured with the standard setup@plusdsl.net username then there's no possibility of PN not authenticating the connection, if configured with your account/password , then yes, there's a possibility of the account not being active at PN causing a failure to authenticate

Hence my reasoning that the problem is still in the OR/BTw network.

edit: I've asked the mods to move this to the Fibre board as that's where it should really be

[#2]

Thanks @MisterW

As my setup isn't authenticated, I will factory reset the hub again, so the broadband username returns to setup@plusdsl.net.

Once authenticated by Plusnet, I therefore presume my router will automarically update to <MYUSERNAME>@plusdsl.net and my account password, without me having to do anything?

An Openreach engineer is visiting my property again this afternoon, so we'll see how that goes. Including the installation, this will be the 4th visit!

[#3]

Moderator's note(s):

Thead moved from Broadband to Full Fibre.

[#4]

As my setup isn't authenticated, I will factory reset the hub again, so the broadband username returns to setup@plusdsl.net.

Once authenticated by Plusnet, I therefore presume my router will automarically update to <MYUSERNAME>@plusdsl.net and my account password, without me having to do anything?

@Dyl  that's correct. The light should go blue for a while, then it will reboot with your correct credentials and turn blue again 

[#5]

Just an update on this.

An Openreach engineer visited this afternoon and mentioned he has seen a similar issue before. It was something to do with the line build but not something that was common. So quite lucky that he visited.

Anyway he phoned someone and mentioned it should be back on in a few days.

I go and visit my mother and when I come back the internet is working! So happy as it was beginning to stress me being 2+ weeks without it and not sure if it was going to eventually work.

So it connected initially using the setup@plusdsl.net as the hub username, but I have checked now and it has automatically updated to <myusername>@plusdsl.net and I presume my online password.

Thanks all for your help and suggestions.

[#6]

Sounds like you eventually got a good OR engineer

[#7]

Sorry to resurrect this!

Broadband is working fine.

As it wasn't activated on the day it was supposed to, and it took over two weeks to get the internet working - should Plusnet have provided some sort of compensation off my monthly bill? (I had to take three half days leave off from work!). I appreciate it was probably an Openreach issue in the end.

I have been billed the full amount in my last two statements.

[#8]

Hi @Dyl 

I'm sorry to hear this has happened.

I've created a ticket on your account with the information which you can view here

[#9]

Thanks for your reply Matthew.

One last thing, the amount calculated in the email as due is different to the amount that has been credited (seperate email).

[#10]

Not to worry @Dyl 

Due to the amount we've had to do it as two separate ones.

You should get the other one confirmed soon

[#11]

Thanks for your help Matthew. I've had the email's now.

Presume it will show in my account after this month's payment has been taken?. (Nothing showing in the account today)

[#12]

It will show when your next bill is generated in December

Is there anything else I can help with while I have you? 

[#13]

No, that's all thanks.

[#14]

No problem!! have a fab Christmas