topic Re: Plusnet Cancelled Early - EE Failing To Provide Broadband in Broadband & Landline

Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 11:38:13 GMT

We were in contract with Plusnet until November originally on FF900. In December I upgraded a phone and was offered 10% off all my lines if we took broadband so I said yes.
I was very specific about being in contract and I was told it could be delayed to start when Plusnet ended.

After the sale was made I was told I needed to contact and stagger the activation manually which was a bit deceptive but by then I had agreed.

So it gets to Feb and I've spoken to CS via the app to ask to delay since I don't want to to hit with cancellation costs. The day before the proposed activation I called to check it was all good and they said it wasn't so they attempted to cancel.

At midnight it switched to BT, so I had to get up in the night to change the router SSID and passphrase so my partner and I could work from home. I called BT and they said the line would cease to work at midnight and I had to wait 2 days for it to clear so I could reorder.

At this point I was posted a 4g router but obviously with -112dbm signal at my windows we knew we couldn't work from home on that connection. I am an IT Infrastructure engineer so we need a good connection for remote access, VOIP and it needs to be stable. I also rely on WiFi calling because I'm on call for critical failures and need to be reachable and available.

This led us to have no choice but to purchase a Starlink mini which I ran into my existing router to keep our house afloat. I had to run to Currys to buy the Starlink which was a complete nightmare then get it all set up in the dark and try to prepare so we had connectivity to work from.

I complained and I was told EE couldn't cover my cancellation costs (£348) because the limit was £300 even though I had notified them well ahead of activation to try and stop this from happening.

A couple of days later I ordered EE FF1600 and initially we were told a week to wait for Openreach to attend, that was then pushed back to 2 weeks. 15 days after we lost connection.

Meanwhile I'm trying to complain and totting up costs to keep a record.

On 31/03 Openreach attended and fitted a newer ONT capable of 2.5gbps for the faster connection. We tried my router and EE's but nothing was coming in. He left saying it would go live by midnight. He did all the registration and stuff with the ONT and did a light test on the fibre which confirmed everything to the ONT is fine (it has worked for almost 5 years and never had any issues with the previous ONT.

I waited, then updated the complaint and they sent an EE/BT chap out on 02/04 who said it is an Openreach issue or maybe an account issue. He was going to update the ticket and feed back to the complaint.

I checked the status the next day and it said they had run more tests and now the line is running perfectly. It is not and never has been connected, doesn't have a static IP and has been flashing orange since we plugged it in.

I've obviously rebooted the ONT and router, left the ONT off for 30 mins and turned back on and I've checked everything else. We are using the WiFi Hub Pro 7 and extender. Extender is turquoise and the router is flashing orange still.

I am seeking the Ofcom recommendation of £6.10 per day due to the failed activation, costs for the Starlink and data bundle, the full cost of cancellation fees for Plusnet and 3 months of broadband to offset the misery.

We have already had a bill from EE for 42.99 and on 07/04 we haven't even had a hint of broadband yet.

Is this common? It's being handled by the executive office because I copied in Allison Kirkby and Marc Allera but they have stopped replying and I'm really really starting to lose my patience now.

I did my part to stop this from happening and due to the confusion in the background I have had to accrue cancellation costs and fees to keep my partner and I able to work and be contactable.

They said that because they provided the 4G modem that somehow means they have done their part but I clearly explained that a premium smartphone cannot get signal so a cheap little Chinese 4G box with a worse antenna is not likely to be able to serve 2 laptops for work.

The EE engineer agreed that they might be good for a good signal area as an emergency but not for anything like our situation.

What do I do? I'm very tempted to bin everything we have with EE because they haven't held up their end of the contract at all. We have multiple lines and spend far too much with them and have add to plan stuff too.

Feeling like a complete mug. Our original BT and Plusnet services were live on time and absolutely flawless. EE get involved and they've absolutely screwed everything up.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 12:11:41 GMT

@PrettyGreen47 Have you had EE run a test against the ONT and through to the Pro Hub? ONT does it have the 3 Green lights on it? Power and Pon steady Green, Lan flashing with the Pro Hub data?

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 13:07:44 GMT

Hi, thank you. I believe that would be what the dude who came out must have done but he definitely didn't do it on site with me. He just looked at the lights.

PON and PWR are basically on constantly and LAN flickers a little.

We had a message today and yesterday (which I've just been told about) to say everything is up and live and to request an additional disc if needed, so I again rebooted the ONT, router and extender just to check but we have no change.

Support still silent since 02/04.

Thanks for the reply. Really appreciate it.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 13:25:26 GMT

@PrettyGreen47 Your router is what model/type, and the EE one is it on the WAN connection to the Lan off the ONT. Plusnet is similar for your own router as it is PPPoE connected, but think the User/Password is different for the PN connection.

How Do I Use My Own Router for EE Home Broadband? | Broadband Help | EE

And NO Vlan in use so do not do so. New ONT is required because you did the FF900 to the FF1800 swap in speed, the later ONT having the 2.5Gb/s Ethernet Lan port on it for the higher speed service.

EE Smart Hub 7 Pro | Device Help

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

XRaySpeX — Tue, 07 Apr 2026 13:25:35 GMT

@PrettyGreen47 wrote:
It is not and never has been connected, doesn't have a static IP and has been flashing orange since we plugged it in.

You won't get a static public IP from EE.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 14:04:21 GMT

Thank you, yes it is the Smart Hub Pro WiFi 7, it's connected to the ONT using the supplied cable in the WAN port. I've checked the config page and it says connected but it's not showing any public IP at all.

I'm just going to use the supplied router and extender going forward. I did add the credentials to my TP Link router and enabled VLAN 101 which I read needs to be enabled, but I switched it back to dynamic IP and it's on the Starlink again running fine.

I have the EE router plugged in next to it so I can see if it goes live and I can quickly jump onto it to test.

Openreach put a new ONT in already and registered it so it should be be fine, he said it wouldn't work on the original one, I think it was gigabit limited.

In reply to the below comment, I won't worry about a static IP, I'll be using DDNS once it is up and alive but for now I'm just happy to have any IP 🙂

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 14:05:21 GMT

Apologies, I meant public IP but I was still thinking about static lights. Brain melted.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

XRaySpeX — Tue, 07 Apr 2026 14:12:10 GMT

VLAN 101 is not for Full Fibre. VLAN is handled by the ONT modem.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 14:24:07 GMT

@PrettyGreen47 As @XRaySpeX say's, get the Vlan switched off, the TP will not authenticate with it enabled. All you need is the User name, the BT or blank, and PPPoE enabled. that is all.

Fibre and Full Fibre

Username or login name: bthomehub@btbroadband.com needed

Broadband password: BT (or leave blank) one or the Other and has to be caps if used
Authentication: CHAP do not think Tp shows this
DNS: Auto or Obtain from ISP (we'll automatically provide these when you connect needed

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 14:51:48 GMT

EE has guidance suggesting VLAN 101 for full fibre on third party routers so that's why I went with it originally.

Add your EE Broadband settings

Depending on your connection type, you'll need to enter specific details.

Fibre and Full Fibre

Username or login name: bthomehub@btbroadband.com
Broadband password: BT (or leave blank)
Authentication: CHAP
DNS: Auto or Obtain from ISP (we'll automatically provide these when you connect)
VLAN: Active (Full Fibre only)
VLAN ID (802.1q): 101 (Full Fibre only)
VLAN ID (802.1p): 101 (Full Fibre only)

I'm 100% just using the EE router with no settings changed out of the box so in theory if it was going to work it would be working by now right? I changed the admin password but obviously that won't affect anything, the ISP credentials are prefilled.

The TP link was my original plan but I'm sticking with EE kit for the inbound fibre. Still flashing orange unfortunately 😞

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 14:59:33 GMT

@PrettyGreen47 If you wish to use your Tp-Link Hub/Router then NO VLAN in use, forget the document it is WRONG....

Gives you another avenue to test as you have NO idea if the Pro Hub is goosed, or the Ethernet cable is bad, but you can web to the EE Pro router on http://192.168.1.254 and see the interface sync to the ONT should be on the 2.5Gb/s setting.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

XRaySpeX — Tue, 07 Apr 2026 15:00:08 GMT

That article is wrong. Only partial Fibre (FTTC) requires VLAN. See Inaccuracy in Help Article "Using & Configuring a Third Party Router"

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 16:14:29 GMT

Thanks. I don't see anything regarding the ONT sync speed but it has been sending tiny bits of data up/down it seems or at least something has happened.

I have another OR visit scheduled for Thursday now.

I tried the settings on the TP Link and it wouldn't take anything with blank password or BT in the box. On dynamic IP the router with Starlink plugged in immediately jumps into life and Internet works.

I feel like that can discount a faulty EE hub because if it worked then it would be working on the TP link. I've been back and forth with/without VLAN over the last week trying periodically as well so I'd have had success by now if it was going to work.

I'm going to factory reset the EE router and leave it plugged in because I've got nothing to lose and just in case it somehow helps. Nothing there is changed anyway.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

XRaySpeX — Tue, 07 Apr 2026 16:23:41 GMT

The ONT link speed con be found on the Home > Status page.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 16:51:50 GMT

Not sure if this helps at all?

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

XRaySpeX — Tue, 07 Apr 2026 16:56:34 GMT

Post your full router stats:

For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs. .

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 17:25:26 GMT

@PrettyGreen47 Does the starlink operate in PPPoE or is it set as DHCP mode of operation? Been a while since i setup a Deco mesh for a friend, was not overly impressed with it at all.

As you were on a Plusnet connection it used PPPoE as the transport, so all you need to do is go change the Username and the password, and if PN had VLAN then disable that use.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 17:31:02 GMT

Product code:

SH4-1

Serial number:

+119746+2529002703

Firmware version:

r2.64.2-R-1210501-PROD-1

Firmware updated:

N/A

GUI version:

2.34.2

Data sent / received:

N/A

Broadband username:

bthomehub@btbroadband.com

Firewall:

Main WiFi

Network name:

EE-#####

2.4 GHz wireless channel:

Smart (Channel 11)

2.4 GHz wireless security:

WPA3-Personal-Transition

5 GHz wireless channel:

Smart (Channel 100)

5 GHz wireless security:

WPA3-Personal-Transition

6 GHz wireless channel:

Channel 69

6 GHz wireless security:

WPA3-Personal

Compatible WiFi

Network name:

EE-#####-Comp

2.4 GHz wireless channel:

Smart (Channel 11)

2.4 GHz wireless security:

WPA2-Personal

5 GHz wireless channel:

Smart (Channel 100)

5 GHz wireless security:

WPA2-Personal

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

PrettyGreen47 — Tue, 07 Apr 2026 17:34:31 GMT

It just changes the TP link to dynamic IP if you run through the router setup with Starlink in bypass mode.

Unfortunately I can't connect to the Starlink itself once it's in bypass mode because the SSID you use disables so you can't use any of the functionality of it other than the connection.

I'm not 100% on the original credentials but the range on it was so short that we couldn't use it by itself. It had to run into the TP link and our Existing APS for us to be able to work and use Internet normally.

Re: Plusnet Cancelled Early - EE Failing To Provide Broadband

JimM11 — Tue, 07 Apr 2026 17:43:00 GMT

@PrettyGreen47 Very old wifi 7 Pro hub with the stated FW that it has, way back in time, list is below. Wan Link speed and in the status screen, 1000 for Gb/s 2500 for the 2.5Gb/s.

Pro

FW: r2.49.5-R-1094775-PROD-1 and the gui is at App version 2.22.6. Looks like OOB
FW: r2.64.2-R-1210501-PROD-1 and the gui is at App version 2.34.2.
FW: r2.64.3-R-1213091-PROD-1 and the gui is at App version 2.34.2. 06/12/2024
FW: r2.64.5-R-1298597-PROD-1 and the gui is at App version 2.34.2. 04/02/2025
FW: r2.64.6-R-1303886-PROD-1 and the gui is at App version 2.34.2. Unknown not released in the wild.SW40J WiFi Extender?
FW: r2.64.7-R-1303938-PROD-1 and the gui is at App version 2.34.2. 07/02/2025
FW: r3.8.24-R-1531355-PROD-1 and the gui is at App version 3.1.3. 17/09/2025 Now https://
FW: r3.8.25-R-1595997-PROD-1 and the gui is at App version ?.?.?. 23/12/2025
FW: r3.8.26-R-1595999-PROD-1 and the gui is at App Version is 3.1.3.19 24/12/2025