Can't access Spark fibre with TP Link AC750

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jmh

458 posts

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#253213 1-Aug-2019 13:16

Switched to Spark today and no internet. Why am I not surprised.

I've gone through the help page: https://www.spark.co.nz/help/internet/set-up/non-spark-modem/

And changed what I can see, but can't find options like

Operating mode: MDI/MDIX

Encapsulation: 802.1Q
PCP marking: 0
VID (or VLAN): 10

I've changed what I can but internet is still not working and Spark say not our problem contact tp link.

Any help on offer?

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1153 posts

Uber Geek

#2287134 1-Aug-2019 13:36

Which model router do you have?

If it is the TP-Link Archer C2 (Often called the AC750), I don't think it supports VLAN tagging. see https://www.geekzone.co.nz/forums.asp?forumid=66&topicid=192266

You could try updateing its firmware if available.

hio77

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Lizard Networks

#2287138 1-Aug-2019 13:47

As above, vlan tagging is required. Last i checked it doesnt support tagging.

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sbiddle

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#2287149 1-Aug-2019 14:12

There are numerous TP-Link routers called the "AC750" - that isn't a specific model number. Many of the low end models don't support VLAN tagging so aren't going to work.

Is there a reason you're not using the Spark supplied HG659b? It's a more capable device than the TP-Link.

gareth41

742 posts

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#2287203 1-Aug-2019 14:50

OpenWRT works on most TP-Link routers and supports vlan tagging.

Jase2985

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#2287211 1-Aug-2019 15:07

jmh:

Switched to Spark today and no internet. Why am I not surprised.

what a snarky post start to a post, when the issue is likely at your end with your equipment.

trig42

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#2287214 1-Aug-2019 15:13

Did Spark send you a new Router, or did you tell them you didn't need one (I did that when I changed to Spark)?

If you didn't get one, it sounds like you need them to send you one, or you need to pop out to the shops and pick one up (If there is a Spark store near you, they may be able to arrange for you to pick one up from there).

I am running Spark Fibre on a TPLink router. It's an Archer D7 (I think). Look on the bottom of yours, what is the model number?

jmh

458 posts

Ultimate Geek

#2287233 1-Aug-2019 15:41

Thanks everyone. In the end I popped down to my local store and picked up the free router I should have ordered. Working fine now.

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Jase2985

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#2287378 1-Aug-2019 20:22

sorry spark.....

jmh

458 posts

Ultimate Geek

#2289568 4-Aug-2019 12:40

Just for the record, a simple switch over from MyRepublic to Spark has led to:

1. Three very lengthy support calls to the Spark 'help', and now about to make another

2. When the first support call to Spark fobbed me off onto the support for TP Link they were able to demonstrate that it was not the modem.

3. On the second call to Spark techs, I gave him the option of not going further and resolving the problem instead I would go an picking up a new modem from the local shop, something I was hoping to avoid for all the following reasons.

4. As a result of the new modem, now on call 4 to Getflix because that doesn't work now.

5. Networked printer connected but not printing

6. Spent 1.5 hours last night on yet another Spark help call to get Netflix and Litebox (Litebox code not working).

So no, not saying sorry to Spark any time soon. My advice to others, avoid changing providers if you can, especially avoid Spark.

rscole86

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#2289569 4-Aug-2019 12:47

Sorry but again I'm not sure how this is a Spark issue?

If you use Getflix, a DNS service, that is nothing to do with Spark, they have no obligation to support anything but their own DNS.

Netflix and Lightbox are possibly not working if you are using getflix DNS instead of Sparks.

This more sounds like you are using a non-typical set up and are running into issues. Not sure Spark can be blamed for this.

I have not used your TP-Link, but have used 3rd party routers, Getflix, DNS4ME, Lightbox and Netflix all on Spark without any issues.

RunningMan

8955 posts

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#2289572 4-Aug-2019 12:53

jmh:

Switched to Spark today and no internet. Why am I not surprised.

Because you knew you didn't have a router that supports VLAN tag?

Spyware

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#2289574 4-Aug-2019 13:00

jmh:

2. When the first support call to Spark fobbed me off onto the support for TP Link they were able to demonstrate that it was not the modem.

OK, then tell us how TP link support proved that it was not the router at fault, i.e., it would need vlan support.

jmh

458 posts

Ultimate Geek

#2289576 4-Aug-2019 13:09

OK, fair comments. However I would say, if you don't have good technical support levels, don't change your internet provider. I hadn't realised that I would need to reset everything. Plus, it looks like Getflix may not support it: 'Yes, you can try, but it's a feature that is known to interfere with our services.'

Pity because I paid for a lifetime subscription.

I dream of a day when tech companies work together to provide seamless services - we're obviously not there yet.

Spyware

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#2289580 4-Aug-2019 13:13

You're in fairyland now. Getflix doesn't support what exactly??

hio77

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Lizard Networks

#2289583 4-Aug-2019 13:22

I'll be honest... i don't see much of issue here.

You bought your own modem(which you would have agreed to configure per the help page).
When reporting to spark that your own modem was not working, the rep advised the settings and directed you to a third party support team that knows your device.

Unfortunately, because Chorus (or other providers ofcourse) allow providers to select about 4 different ways to authenticate on Fibre, You can't always just up and move.

For the majority of customers moving to spark, their existing provider is PPPoE vlan 10, and we will just accept the connection soon as it flips across. For those who use what i'll call a "non standard" approach, yes it requires reconfiguration.

I would love to keep a list and be able to say, Your coming from X provider you will have to change settings Y. but truth be told, Providers change.

Take for example Vodafone, Their Fibre connections by default are DHCP now. This used to be PPPoE. Vodafone still accept PPPoE however. so we can't definately say, You must change authentication methods..

It would also be a pretty heavy task to keep up with what all the other providers are doing on their network. After all these sorts of changes could be a change that's viewed as a competitive edge..

It's alot simpler to say. Here is the third party modem configuration, Please configure according to these.

Getflix needs to be configured correctly into your hg659b, again, Spark do not support third party dns services. So your on your own to configure this.

Spark do not block getflix.

Connecting your printer, You have changed modems, you need to connect to the new wireless and likely setup it again as many printer softwares for some arcadic reason configure the printer drivers against IP addresses rather than hostnames.

I do apologize for the experience when it comes to services we do offer though, and feel that there may be some learnings to take from your experience in terms of communicating details more clearly from our reps you spoke to.

Lightbox, you will get your key in 1 weeks time.

Netflix, you just need to active through your myspark. If it's not working past then please let me know and i'll happily have a poke and fix that.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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