Router won't connect to the internet

ForTheQuestions

ForTheQuestions

ForTheQuestions

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13 Apr 2018
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I've been having this issue for a few days now and I'm at a loss of what it could be.

We have 150/30 FTTP.

Every night we turn off the internet which we've always done (never had an issue doing) but the last couple of days when its turned back on in the morning the ONT on the wall comes on, the router powers up but the internet connection light will not turn green it just stays red.
I've tried restarting the router multiple times (makes no difference) tried a different router but that has the same issue the internet light just stays red.

I've rang our ISP and asked if there are any issues -they said there wasn't any- so I asked if they could check the line and the response was that they don't have the ability to test the line... And the only option is to take the router to them and for them to test it.
I really doubt that its the router if a completely different router has the exact same problem.

Any ideas what it could be or what I can do?
Appreciate any help.
 
I don't know much about FTTP but years ago I worked on equipment that AOL customers used for ADSL2, some users would turn off their modem when not in use and I seem to remember that the system would try to negotiate and keep adjusting which could then cause issues. Maybe something similar?
 
If the OP really must turn things off then limit that to the router and leave the ont powered.

It really depends on why the OP is choosing to switch things off in the first place (they may just be one of 'those' people).
 
Its old school to turn stuff off, even my parents (in 70's) don't turn off the router now as it was taking so long to come back online. I get it with major stuff and do shut down PC's but with routers and hubs its just not worth it.

Let it get a connection and then leave the poor thing be!
 
Nick1881 said:
I don't know much about FTTP but years ago I worked on equipment that AOL customers used for ADSL2, some users would turn off their modem when not in use and I seem to remember that the system would try to negotiate and keep adjusting which could then cause issues. Maybe something similar?
Click to expand...

FTTP doesn't have any type of DLM so I could turn it on and off all day and it should still connect at full speed.

bremen1874 said:
If the OP really must turn things off then limit that to the router and leave the ont powered.

It really depends on why the OP is choosing to switch things off in the first place (they may just be one of 'those' people).
Click to expand...

Yep one of 'those' people that suffer with OCD.

MissChief said:
To save that 0.001p per night!
Click to expand...

It has absolutely nothing to do with saving money.
 
I'm sure if you keep flagging up a problem they will send out an engineer but you will be charged if they decide its your fault.
 
Right back on topic of trying to help OP....

FTTP authenticates with PPPoE Username/Password. Have you tried plugging a Laptop/PC into the Ethernet WAN port on the ONT and go to the Network and Sharing centre within Windows to create a PPPoE session using your ISP's RADIUS credentials? Also remember to swap the Ethernet cable between the ONT and your Auth device to a known working one as something as stupid as the RJ45 failing could cause the issue.

- If the PPPoE client in Windows connects then this rules out an ISP issue and your router is borked.

- If it doesn't connect and throws up a Modem error, try again using the Username of "bt_test_user@startup_domain" and password as "password" (assuming your FTTP is BT supplied), else, ask ISP if they have any alternate test credentials you can use to try and authenticate.

If Router is borked, obvious replacement is obvious, and then with said replacement there's no need in turning it off, leave it on as you would your Fridge/Freezer.

Shawrey
 
What is the router you are using? What is your ISP?

We haven't even covered the basics here - 150/30 isn't an Openreach product tier so are we even talking about a UK provider? "Take the router to them and test it" makes me think we aren't.

At a pure guess, powering the router down constantly has caused it to lose any stored PPPoE details - but that's just a guess as your FTTP might not even use PPPoE.
 
Shawreyboy said:
Right back on topic of trying to help OP....

FTTP authenticates with PPPoE Username/Password. Have you tried plugging a Laptop/PC into the Ethernet WAN port on the ONT.....

Shawrey
Click to expand...

Appreciate your help.

Caged said:
What is the router you are using? What is your ISP?

We haven't even covered the basics here - 150/30 isn't an Openreach product tier so are we even talking about a UK provider? "Take the router to them and test it" makes me think we aren't.

At a pure guess, powering the router down constantly has caused it to lose any stored PPPoE details - but that's just a guess as your FTTP might not even use PPPoE.
Click to expand...

Sorry didn't mention more details.
Router is Zyxel VMG3925
Yep, it's a UK provider, Kcom (its the only provider available in our area)

After some more calls to them and finally getting a rep that didn't just try to palm off the issue, it finally seems to be fixed.

Edit: spelling
 
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