Upgrade from FTTC to FTTP auth problem

[#1]

Hi All, hopefully this might be a simple fix but without internet and living in a patchy phone coverage area I’m a bit stuck.

Since joining Plusnet I used a Drayek Vigor and a Linksys Velop mesh. No issues at all with that setup - modem dealt with FTTC connection, PPPoE and credentials by the Linksys.

Having had Full Fibre installed I swapped the Velop from the Vigor to the ONT device. Connection never establishes. Phoned PN fault helpline and was told it’s an authentication issue. I checked the credentials on the Linksys against the PN portal ‘Connection Details’. The FTTC setup only used the unique username, not the @plusdsl.net. Adding it to the Linksys for the full fibre setup made no difference.

Bought a TP-LINK AXE5400 to rule out hardware. Identical issue. No connection, authentication issue. I tried a host of username password combinations. Centred on the original credentitle of the FTTC connection and the recommended full fibre @plusdsl.net addition. Still nothing. I’m confident in the credentials being used. I know what worked on the FTTC setup or the only other version by simply adding @plusdsl.net on the end.

PN are sending a Hub 2 to see if it helps. Tbh I’d be quite annoyed/baffled if the device makes it work when an authentication issue should have nothing to do with the router being used.

[#2]

@C-B03  what model of DrayTek Vigor were you using ?

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[#3]

@C-B03 the Plusnet connection details have always been <youraccountname>@plusdsl.net , both for FTTC and FTTP

For completeness , the password is the one you use to login to the member centre.

My guess is that BTwholesale haven't configured the routing correctly yet on your FTTP connection.

Was the FTTP install today ? and have you received the 'product change complete' notification ?

[#4]

Also, VLan should be disabled or set to 0.

[#5]

Moderators Note

This topic has been moved from Full Fibre to My Router

[#6]

Modem was a Vigor 130. All I had set on it was VLAN tag possibly and CHAP auth method. Haven’t logged onto it in 5 years since I got it configured.

Thanks for confirming password to use. I’ve read enough forum posts and articles to assure myself that was correct. I never like assuming things that are so specific.

Install date was Friday last week but they only got the ONT installed. Completed yesterday with outside cable from the duct to the house. That got a green PON light on the ONT late evening. Ever since then neither my FTTC has worked again and confusing error on FTTP.

Wasn’t aware of a product change complete notification. Is this via text or PN portal message? Not had that as far as I know!

I hope it is a back end issue that’s easy to rectify. Just waiting to get my hand on PN Hub 2 is frustrating. My own fault for not ordering one but I’d read up it was so trivial upgrading…. famous last words 👍

[#7]

Modem was a Vigor 130. All I had set on it was VLAN tag possibly and CHAP auth method.

@C-B03 if the Vigor was really just operating as a modem then it would not be doing the authentication.

Is it possible that it was configured as a router and the Velop was set for DHCP ?

Wasn’t aware of a product change complete notification. Is this via text or PN portal message?

Both

Not had that as far as I know!

That would indicate the change hasnt completed

I hope it is a back end issue that’s easy to rectify. Just waiting to get my hand on PN Hub 2 is frustrating. My own fault for not ordering one but I’d read up it was so trivial upgrading…. famous last words

If the existing Velop was configured for PPPoE, then you're right, it should be simply just reconnect it to the ONT

[#8]

Turns out my wife got the text, the product change complete was sent Monday midnight.

I don’t know where that leaves it really. PN and OR think it’s job well done, but I’m high and dry despite confirming with the PN 1st line support it’s an auth issue. I’ve used the only credentials I’ve ever had with my tried and tested Velop router and a TP-LINK fibre router.

Is anyone aware of another route I can take to get technical support? I’m not keen on waiting another day for Hub 2, which I assume won’t come pre-configured - I’ll be putting in identical credentials and I’ll still be seeing the same issue. It’s just delaying the inevitable. Something has gone wrong….

[#9]

I’m not keen on waiting another day for Hub 2, which I assume won’t come pre-configured - I’ll be putting in identical credentials and I’ll still be seeing the same issue. It’s just delaying the inevitable. Something has gone wrong…. 

@C-B03 the Hub 2 will auto-configure. The serial no is registered against your account, it initially connects with a standard 'setup'  username and then retrieves your account details using the secure TR069 protocol.

Where an authentication issue is suspected, the process seems to be to ensure that the router/configuration is correct by sending a replacement router.

TBH I'd be surprised if the Hub 2 resolved the problem, it will however confirm whether its an authentication problem or a BTw configuration problem. If its the former , then the Hub 2 will initially connect, if the latter, then it will fail to connect even with the 'setup' credentials

[#10]

Sounds like you’re very familiar with the processes used.

So in summary the Hub 2 is the best way to baseline the connection. Without it and its ‘trusted’ config and protocol for releasing my account specific data, it’s almost impossible to say why my connection is failing.

[#11]

@C-B03 

With the AXE5400 how are you configuring it, using a browser or the tethering app?

Make sure the device is set to router mode, with a browser try using the Quick Setup option?

Make sure you have ISP profile set to None

HTH

[#12]

I’ve always found the apps a little glitchy, (Linksys one is laggy and bug ridden even during initial setup, but you’re forced to use it). I then use a hardwired connection and the web interface then on.

So I tend to trust the web interface for applying changes.

TP-LINK I used the web interface, you can choose thankfully. Quick setup failed on PPPoE. Auto detect suggested DHCP, failed also. Lastly I tried manually inputting an internet setup without an ISP profile. I did notice that but left alone. If it doesn’t work with basic config it’d unlikely decide to work with extra settings.

I only used the TP-LINK as a control. In case my Velop devices had coincidentally given up the ghost.

[#13]

@C-B03 

I'm just brainstorming what I would do right now if I had your problem  ...

Do you have a laptop or other computer that you could connect directly with an ethernet cable to your ONT ?

I'm thinking, if you configured your computer's network port to PPPoE and entered your Plusnet login-name and password, you 'should' be able to establish an internet connection (without an intermediate router).

Using a laptop/computer in this way it would -

• be another device that should authenticate that you've tried
• the computer's network port status would confirm the ONT's ethernet port and network cable are working
• the computer's PPP log is likely to give very detailed info about the 'authorisation' sequence and might identify the exact failure message, or sequence hanging point, to isolate where the problem lies.

Obviously this depends on what you have available, and your familiarity with whatever operating system your computer has.

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[#14]

@outcast

I'm thinking, if you configured your computer's network port to PPPoE and entered your Plusnet login-name and password, you 'should' be able to establish an internet connection (without an intermediate router).

to you and I a very sensible suggestion, however its not going to move things on. Support will want to confirm it doesnt work with a Hub 2 to be 100% confident that its not a configuration issue.

TBH Myself, I'd be pretty confident that @C-B03 has got the config correct.

@C-B03 

Sounds like you’re very familiar with the processes used.

I am, I've been around here for quite a while

So in summary the Hub 2 is the best way to baseline the connection. Without it and its ‘trusted’ config and protocol for releasing my account specific data, it’s almost impossible to say why my connection is failing. 

Its not impossible, but 1st line support follow standard processes and a router replacement is the first step.

The radius logs could be checked to see if any authentication attempts are hitting the PN servers ( I suspect not! ). If they are not hitting them when the Hub 2 is used with the standard 'setup' credentials, then it must be a BTw configuration issue and PN can report it as a fault.

[#15]

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@MisterW wrote:

@C-B03 the Plusnet connection details have always been <youraccountname>@plusdsl.net , both for FTTC and FTTP

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A minor point, and probably irrelevant here, but my original login was 'myaccountname@plus.net' (i.e. without the 'dsl').

I can't remember when, but at some point PN decided to update it to 'myaccountname@plusdsl.net' but I can still use either, and just to check if the old login format still works I am presently connected with it.