[Solved] nbn FTTP Stopped Working after Changing Router?

Homr on 13/01/2022 - 10:08
Last edited 13/01/2022 - 12:07 by 1 other user

Hi Bargainers,

hopefully someone can help me out here

I bought a new router yesterday Netgear XR1000 WIFI 6 to replace my Huawei AX3.

After I swapped to the Netgear, entered my PPPOE username and password in the router settings, my FTTP internet wouldn't connect. I thought that's strange, so I switched back to the Huawei AX3 which was working perfectly fine before I switched to netgear and that stopped working aswell.

Just called swoop internet for support and they couldn't figure out what was wrong either so they now have escalated the fault to NBN. Now I'm without internet for god knows how long.

Does anyone know what is wrong??

My UNi-d port light is on

Thanks all.

Internet Broadband nbn

Comments

  • Muzeeb on 13/01/2022 - 10:13
    +3

    Sign up to Aussie broadband. They will fix it.

    • Urin8or on 13/01/2022 - 11:29

      Can confirm this. Just had the same situation, on the phone for 2 mins then stepped through the issue, technician sent out the next day. Internet now running better than ever.

      • Homr on 15/01/2022 - 19:48
        +1

        Good to know, but ozbargain support solved it within a few hours hehehe

  • trex on 13/01/2022 - 10:13
    +4

    Before disconnecting your Huawei, did you terminate the PPPOE connection? I’m using FTTP, I switched off my router once without terminating PPPOE and could not re-connect after turning it back on. According to my ISP, they still see me as logged in when I was not. They had to reset my connection and I had to power OFF-ON my NTD.

    • Homr on 13/01/2022 - 10:19

      No I didnt terminate my pppoe, I didn't even know that is a thing? My isp can see me offline though

      • Twix on 13/01/2022 - 10:52
        +4
        1. Unplug the Netgear XR from the nbn NTD.
        2. Wait at least 30 minutes.
        3. Plug in the Netgear XR to nbn NTD.

        If that fixes your problem get Swoop to cancel the nbn fault.

        • Homr on 13/01/2022 - 10:54

          Ok I'll try that, do i still need to call them up to do a mac address reset??

          • Twix on 13/01/2022 - 10:55

            @Homr: Nah when waiting at least 30 minutes it will forget your Huawei AX3 MAC address.

            • Homr on 13/01/2022 - 10:57

              @Twix: Ok thanks, but why isnt my huawei working then??

              • Twix on 13/01/2022 - 10:59

                @Homr: Broken or a fault on Swoops end.

                Acer don't make routers. Asus?

                • Homr on 13/01/2022 - 11:02

                  @Twix: Cool i'll wait 30mins from now. Should I also power cycle my nbn box again??

                  • Twix on 13/01/2022 - 11:10

                    @Homr: Nah you shouldn't need to.

                    • Homr on 13/01/2022 - 12:03
                      +4

                      @Twix: Thank you so much Twix, my internet is now back up.

                      Just curious, if I plug in my Huawei router will it screw it up again???

                      Thanks alot

                      • Twix on 13/01/2022 - 12:07
                        +1

                        @Homr: Excellent :-)

                        If you plug in the Huawei AX3 straight away you will have the same problem and it won't connect. Wait at least 30 minutes each time you plug in a different router.

                        • SlickMick on 14/01/2022 - 10:42
                          +3

                          @Twix: Nice job Twix. That's nice that Ozbargain can resolve issues that the ISP service desk can't.

                          • Homr on 15/01/2022 - 19:50
                            +2

                            @SlickMick: Yes, Thank you Twix and thank you everyone that commented. Wonderful community we have here!

  • JimmyF on 13/01/2022 - 10:14
    +1

    Now I'm without internet for god knows how long.

    How so? You said you put your old router back and it all worked.

    Does anyone know what is wrong??

    Power cycle the NBN box after you replace the router with the new one.

    • Homr on 13/01/2022 - 10:17

      No, my huawei modem stopped working aswell

      I can't power down my nbn box. If I pull the power cord out, it will on battery power so theres no way to switch it off

    • Muzeeb on 13/01/2022 - 10:23

      and that stopped working aswell.

  • [Deactivated] on 13/01/2022 - 10:14

    My Swoop is dead too. Happened around 1AM last night. No PPPoE connection since. Error 718.

    • [Deactivated] on 13/01/2022 - 13:42

      Mine is working now too.

  • o53djz7qTPY4der on 13/01/2022 - 10:16
    +2

    Check with the ISP if they need to re-register/refresh the MAC address their end.

    • slow on 13/01/2022 - 10:24
      +3

      This, normal when you change device, they need to release the old MAC address. The registration is usually automatic but if the old address is cached it won't let a new one connect. Some ISPs (eh AussieBB) you can do it yourself from their portal

      • Homr on 13/01/2022 - 10:32

        They did a port reset, is that the same thing??

        • garetz on 13/01/2022 - 10:50
          +1

          no not the same thing.

  • Homr on 13/01/2022 - 12:03
    +2

    Problem solved. Thanks everyone for your help

    It was simply just unplugging the modem from NTD for 30mins and plugging it back after that

  • 7ekn00 on 13/01/2022 - 12:24
    +2

    Crap ISP is crap ISP …
    Decent ISP don't use PPPoE for this exact reason … MAC locks on NBN will time out after 4 hours (so unlikely to be that) …
    Switch to a decent ISP to get things fixed faster (AussieBB, Superloop. FutureBB and LeapTel) …

    • Homr on 13/01/2022 - 12:30
      +1

      Yes good lesson learnt. I would had no idea what to do if I didnt reach out to ozbargain for support.

      • pjetson on 13/01/2022 - 13:33

        Thanks for posting back here that the problem was resolved - we never hear from most people :-(

  • Crosscade on 13/01/2022 - 17:04

    I'd be interested to know why you swapped out the Huawei AX3. I've had pretty good luck with mine and using as a mesh set up with 3x AX3's.

    • Homr on 13/01/2022 - 17:17
      +1

      With the Netgear, i'm now able to achieve over 400mb/s over wifi in my bedroom

      Check out my Speedtest result! How fast is your internet? https://www.speedtest.net/my-result/a/8054250249

      With the huawei, I was only getting 150-180 max

      I totally forgot about mesh, maybe i couldve gotten another ax3 for $79 to boost my speed instead of spending $299 for netgear?

  • Crosscade on 13/01/2022 - 21:17

    Unfortunately I only have FTTN and get around 35mpbs so haven't run into any issues with it restricting internet speeds.

    AX3 seems to works pretty well, get pretty good 5ghz coverage of a 2 storey house.

    I got 3 of them as I wanted them to act as routers with extra ethernet as well as mesh. Asus routers do it but cost so much, and Netgear orbi works too but again quite expensive (basically can get 3x AX3 for the price of one of other meshy routers). I'll probably look at upgrading in the future once I can hopefully get and wifi 6e or whatever is more widely adopted.

    Sounds like you might have been better off with your netgear if it is improving your speeds that much and you have good coverage.

    If you go to sell your AX3 be sure to let people know they can mesh with another one.

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