Supanet and Netgear DG834N

[Scoobie Dave]

Hi there,

Im trying to setup my netgear router with my partners isp. I had my router working perferctly with my old isp (bt).

From what I can gather all I need to change is the user name ([email protected]) and the connection password?

0n the authentication it gives the error on the test page 'Timeout in CHAP negotiation'

Can someone give me a few clues on how to get it working. I would have thought it would have been a matter of changing the log&pass.

My partners free supanet router works fine by the way so I know its nothing to do with the line.

Any advice would be much appreciated!

 

[Deleted member 64478]

Hi there,
<SNIP>

Have you reset the router first before applying your settings? and are you sure the settings match?

Andr3w1984

 

[Scoobie Dave]

Have you reset the router first before applying your settings? and are you sure the settings match?

Andr3w1984

Hi there,

I have to admit I have not reset the router, although I did run the startup wizard on it and it done its thing. asks to put in the log and pass. but wont actually log onto the broadband line, although I can see the router has connected to it.

 

[Scoobie Dave]

Any more ideas?

I googled some info on this:

When I test the connection is says LCP down and CHAP authentication failed.

Means you have failed to establish a valid session with your ISP.
Could be your username and/or passy is wrong.. or could be something in the BT part of your settings.

Does your router sync with the exchange?
Usually indicated by a steady green DSL light.

Double check that you have put all the settings in correctly

Protocol :- PPPoA (PPP over ATM)
Multiplexing method: VC-BASED or VC-Mux
(On some routers the above 2 settings may be combined as "PPPoA VC-Mux".)
VPI = 0
VCI = 38
DSL Standard: G.dmt
Security Protocol: CHAP

 

[Scoobie Dave]

Is anyone else here using supanet?

 

[Deleted member 64478]

When I test the connection is says LCP down and CHAP authentication failed.

Then it HAS to be your username or password. Reset your router and try again and if that fails I would ring up your ISP and ask for assistance.

Andr3w1984

 

[Scoobie Dave]

Then it HAS to be your username or password. Reset your router and try again and if that fails I would ring up your ISP and ask for assistance.

Andr3w1984

I tried to phone them up and it puts you through to a call center in India (which is totally useless) so I gave up with that idea.

The thing I cant understand is my gf's old router which is all configured still works if you plug it in no problem.

I have reset my Netgear (which works fine on my old bt account) and run the setup wizard using my gf's user name ([email protected]) and the pass (supaxxx).

It should not be this hard, I have never had a problem connecting other routers in the past.

 

[Deleted member 64478]

I tried to phone them up and it puts you through to a call center in India (which is totally useless) so I gave up with that idea.

OK callcentres in India. Forget that Idea!

Andr3w1984

The thing I cant understand is my gf's old router which is all configured still works if you plug it in no problem.

I have reset my Netgear (which works fine on my old bt account) and run the setup wizard using my gf's user name ([email protected]) and the pass (supaxxx).

It should not be this hard, I have never had a problem connecting other routers in the past.

So why don't you just use the Netgear for now? what is the other router?

Andr3w1984

 

[Scoobie Dave]

OK callcentres in India. Forget that Idea!

Andr3w1984



So why don't you just use the Netgear for now? what is the other router?

Andr3w1984

It's the netgear that im trying to use. The freeby router that supanet gives you seems to work for some reason but it's a load of poo.

 

[mejinks]

Its a common problem with supanet in my experience. You have to spend hours on the phone before someone with a bit of experience fixes it. You get all the usual excuses from "you have a virus" to "the router isn't supported"

Doesn't the username have to end with @supadsl2.com Check this.

I know it doesn't help but

http://www.dooyoo.co.uk/telecommunications-services/supanet-adsl/1006578/

Another thing to consider is that if you have the displeasure of calling their premium rate phoneline, they cannot keep you on hold and the phonecall should not go over 15 minutes. This is against the ICSTIS (phonepayplus) rules and means they should call you back if the problem is going to last longer than 15 minutes.

 

[radderfire]

Any more ideas?
Protocol :- PPPoA (PPP over ATM)
Multiplexing method: VC-BASED or VC-Mux
(On some routers the above 2 settings may be combined as "PPPoA VC-Mux".)
VPI = 0
VCI = 38
DSL Standard: G.dmt
Security Protocol: CHAP

I would try experimenting with the Protocol and Security Protocol settings, e.g. try Protocol PPPoE etc.

Try the various combinations possible, working through in a methodical manner and see what happens.

Rgds

Radderfire

 

[mejinks]

I would try experimenting with the Protocol and Security Protocol settings, e.g. try Protocol PPPoE etc.

Try the various combinations possible, working through in a methodical manner and see what happens.

Rgds

Radderfire

No, don't. We use PPPoA in this country and the settings the op has given are correct. As the error is username and password denied, it doesn't point to there being any issue with the protocols.

 

[Scoobie Dave]

Sorted the problem in the end. The piece of paper with all the login/pass that they sent to my partener was actually wrong. Well done supanet

With the correct username I can now log on fine with my Netgear router.