[FIXED] Need nbn Advice: No Internet after nbn Swap - AusPost to Exetel :(

Lcarbonman on 12/07/2023 - 07:15
Last edited 12/07/2023 - 15:19 by 1 other user

Hi OzB community

I made the switch from AusPost NBN to Exetel yesterday but things did not go smoothly. My property runs on FTTC.

My modem hardware set-up has not been changed as it had worked fine for Optus, Superloop and AusPost.

I am using an Optus SagemCom F@ST 5366 modem at the moment, and the Power, WAN and Wifi lights are on white, but the Internet light is on red. All four lights on my NBN connection box are lit blue.

I have learnt that the NBN network protocol is different for Exetel - Exetel uses a PPPoE instead of an IPoE so I would need a username and password to access Internet
https://www.reviews.org/au/internet/nbn-provider-network-typ…

I was able to configure my modem on Wifi so I entered the login details under PPP ([email protected]) and password and clicked Apply but sadly I couldn't get Internet connection.

So I called Exetel but they advised me to contact Optus as I was using the modem they provided. The Optus staff member put me on hold and got me to reset the modem (which I had done twice before) but the issue was still not resolved. They then asked me to contact SagemCom as they could not support a modem no longer connected to Optus.

I have spent hours digging online hoping to fix this on my own, but no success so far. I would appreciate any advice the OzB community has to offer :)

Update:

Thank you for the generous help my fellow OzBargainers!

Equipped with the knowledge you bestowed upon me, I was able to procure a Netgear D7000 router on FB Marketplace and in 5 minutes, the router was configured successfully - I now have Internet connection :)

Whether Exetel NBN 50/20 is good enough remains to be seen - but so far, so good

Internet Broadband nbn

Comments

  • prediff on 12/07/2023 - 07:40
    +15

    Apparently the Sagecomm modem is locked down to only IPoE services and can’t support PPoE based on several posts on whirlpool.

    Your only choice is to change the modem or the provider.

    • Zippy7 on 12/07/2023 - 09:56
      +2

      Yep agree.
      he stuff supplied by Optus and Telstra are usually locked down/gimped.

      Before you signed up with Exetel - did anyone there advise you that you could use the Sagecomm?
      Otherwise, since you have a gimped device, you'll most likely need to buy your own device to use with Exetel.
      You can have my old Sagecomm, but that would be useless too :)

      • ESEMCE on 12/07/2023 - 10:06
        +2

        Telstra gear is fine (in fact generally quite excellent) unless you need VLAN tagging (ie Internode ) or VoIP which is locked down.

        But even then some of their models can be unlocked to access otherwise locked down features.

        My advice would be to get a Telstra Modem. They are stable/reliable, fully featured, cheap and very commonly available on Gumtree/Marketplace.

    • carbonman on 12/07/2023 - 14:28

      Thanks @prediff. I've changed the modem and it is all good now :)

  • Rukiata on 12/07/2023 - 08:28
    +5

    using this is a mistake. Optus SagemCom F@ST 5366 modem
    very slow net , bad modems.. lol

    go buy a new modem not connected to ''optus'' in name or any other carriers names.

    • carbonman on 12/07/2023 - 14:27

      Thanks @Rukiata. I've changed the modem and it is all good now :)

  • cyan00FFFF on 12/07/2023 - 09:46

    Can you show where you're entering the PPPoE login on the Optus modem? Both of my Optus modems don't seem to have a setting for PPPoE.

    • carbonman on 12/07/2023 - 14:30

      Under the IPv4 tab, if I recall correctly. However, I wasn't even able to set-up the DNS to be manual, as per Exetel's suggestions - the SagemCom appears to be locked down, so I think it's best to get a different modem if you want a provider that does PPoE

  • bargaino on 12/07/2023 - 10:14
    +1

    You'll probably find lots of very cheap modems nearby on Gumtree etc, since they come bundled with plans, often even when people don't want them.

  • seannami on 12/07/2023 - 10:23

    Another thing you might try is changing the port (actual physical connection port) in the NBN box if you have one and see. I moved from AGL to Aussie and that's what happened on mine. And maybe a third party model (Netgear or some such).

    That being said, I was on Exetel in my last place and was happy to drop them like a hot potato…

    • Twix on 12/07/2023 - 12:48
      +2

      You can't change the port as the nbn NCD for FTTC only has 1 WAN port. The nbn NTD for FTTP has 4 WAN ports.

  • GMJ on 12/07/2023 - 11:02
    +2

    I've just done the same thing, wouldn't work with that Optus modem, got an old Telstra one and it works fine (Think it is the Telstra Smart Modem Gen 1).

  • xentar on 12/07/2023 - 11:53
    +1

    It looks like exetel's free modem router deal has changed from 5 month contract to 24 so as suggested above just buy someone else's surplus one for $5-$10 on any marketplace. If you want a better modem or router you could also look at the prime day stuff and pick something up.

  • ESEMCE on 12/07/2023 - 12:44
    +3

    Should note that with FTTC you only actually need a router (the Modem is supplied by NBN).
    (Consumer grade Modems are routers as well)

  • MeesusEff on 15/07/2023 - 03:50

    I'm about to cancel my Auspost since I got the Tangerine fttp upgrade last week, does Auspost charge a termination fee? I read no contract but the t&c's said $25 termination fee

    • carbonman on 15/07/2023 - 12:09

      I wasn't charged to terminate my service. Maybe call them to check?

      • MeesusEff on 24/07/2023 - 12:21

        Mm I live chat last week to cancel on 18th, received a bill today. Line chat confirms its just auto generated and can be ignored but I 100% feel that if i didn't remove my CC that it works/would have been charged.

        How long did it take for them to cancel yours? Did you get a call after?

Login or Join to leave a comment
Login Join