2 Degrees fibre stopped working, troubleshooting

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2 Degrees fibre stopped working, troubleshooting

sxz

761 posts

Ultimate Geek

#304545 14-May-2023 09:00

Hi there,

Our fibre stopped working two days ago. I've done the usual power cycling, didn't fix anything. Phoned the help desk, after 90 minutes of waiting and troubleshooting they tell me there have been "updates" in the background that do not appear to be compatible with my fritzbox, so they will send me a new router. OK, a little frustrating, but OK. The lights on the ont and router were fine, except for the light confirming that the router sees no internet connection.

Meantime, I have read in some places that I should be able to plug my computer straight into the ont, but this does not work. Is this right? I wanted to try this is a troubleshooting step, because I have an old lynksys router that I wanted to hook up in the meantime, and I can't make that work either. I guess I want to rule out a problem with the ONT.

I feel like I can pretty much rule-out fibre hardware errors, the cable is high and shouldn't have been damaged, the ont is up in a cupboard etc.

WiFi is working fine on both boxes, just no internet connection.

I'm worried I'll wait a week for the new 2degrees box only to find it is a different problem - otherwise, why can't I get the lynksys router to connect?

Cheers,

sxz

761 posts

Ultimate Geek

#3075961 14-May-2023 09:09

I should add, the Pon button on the huwaei ONT is flashin green. I've googled that and see it could be a problem with the optical signal. Or ONT hardware. Randomly, this all started the day 2 degrees turned on 5g in my area. I wonder if the two things could be connected?

Linux

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#3075965 14-May-2023 09:54

What model Fritzbox do you have? This does not sound correct at all

mrgsm021

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#3075970 14-May-2023 10:09

Could this be another case of OP being migrated to the new Vocus stack causing the outage?

Stu

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#3075973 14-May-2023 10:12

Weren't 2 degrees switching some customers to their newly acquired (through the merger) systems, and you need to switch to DHCP from PPPOE, or something like that? The new gear will be the Orbi units configured for the new setup.

ETA my slow response, but as above.

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sxz

761 posts

Ultimate Geek

#3075979 14-May-2023 10:50

It's a fritzbox 7490.

If she's right, and I need a new router, shouldn't I be able to make the linksys work? It's a wrt1900ac, so I think it's not too old...

SATTV

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#3075980 14-May-2023 10:58

sxz: It's a fritzbox 7490.

If she's right, and I need a new router, shouldn't I be able to make the linksys work? It's a wrt1900ac, so I think it's not too old...

Yes you could make the Linksys work.

Configure the WAN port to VLAN 10 DHCP and you should be good to go.

You could also change the WAN on the fritz to do the same.

John

I know enough to be dangerous

sxz

761 posts

Ultimate Geek

#3075982 14-May-2023 11:12

I've just seen this from another geek one user @Monza in 2013:

"Depends on the ONT though. The Huawei ones (if you live Hamilton, Tauranga or Christchurch) a flashing PON light means that there is connectivity but the serial number of your ONT hasn't been provisioned to a OLT port. Once this is done then the PON light goes solid. Typical install the sub-contractor will finish all the civil and internal work, plug in ONT and get flashing PON light, call the NOC and give serial number and then solid PON light."

Still sounds to me like it's the ONT failing, since I can't make either router work and since the laptop won't work plugged directly into the ONT

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#3075986 14-May-2023 11:23

sxz:

Still sounds to me like it's the ONT failing, since I can't make either router work and since the laptop won't work plugged directly into the ONT

Have you configured VLAN 10 on the ethernet port on your laptop? if not you wont get an internet connection.

John

I know enough to be dangerous

sxz

761 posts

Ultimate Geek

#3076001 14-May-2023 12:25

sxz: I've just seen this from another geek one user @Monza in 2013:

"Depends on the ONT though. The Huawei ones (if you live Hamilton, Tauranga or Christchurch) a flashing PON light means that there is connectivity but the serial number of your ONT hasn't been provisioned to a OLT port. Once this is done then the PON light goes solid. Typical install the sub-contractor will finish all the civil and internal work, plug in ONT and get flashing PON light, call the NOC and give serial number and then solid PON light."

Still sounds to me like it's the ONT failing, since I can't make either router work and since the laptop won't work plugged directly into the ONT

I've tried setting up the linksys router, and it still won't connect. I've put it at DHCP automatic, and VLAN internet trunk at ID10, Tagged, priority 0. Can't see any other settings I can change, but it still doesn't work. Makes me think it's an ONT problem.

Spyware

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#3076061 14-May-2023 13:53

Older 2Degrees connections still use PPPoE (VID=10 with correct account credentials) so unless you know you were using IPoE/DHCP I wouldn't assume it.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

sxz

761 posts

Ultimate Geek

#3076062 14-May-2023 13:56

sxz:
sxz: I've just seen this from another geek one user @Monza in 2013:

"Depends on the ONT though. The Huawei ones (if you live Hamilton, Tauranga or Christchurch) a flashing PON light means that there is connectivity but the serial number of your ONT hasn't been provisioned to a OLT port. Once this is done then the PON light goes solid. Typical install the sub-contractor will finish all the civil and internal work, plug in ONT and get flashing PON light, call the NOC and give serial number and then solid PON light."

Still sounds to me like it's the ONT failing, since I can't make either router work and since the laptop won't work plugged directly into the ONT

I've tried setting up the linksys router, and it still won't connect. I've put it at DHCP automatic, and VLAN internet trunk at ID10, Tagged, priority 0. Can't see any other settings I can change, but it still doesn't work. Makes me think it's an ONT problem.

Sorry I can't see an option for how to do this. The linksys router doesn't work either, makes me think it's an ONT problem.

freitasm

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#3076064 14-May-2023 14:00

And have you tried changing your Fritzbox to use VLAN 10 DHCP?

stick

357 posts

Ultimate Geek

#3076090 14-May-2023 15:29

Have you had a look at this?

https://tuatahi.cdn.prismic.io/tuatahi/c4e9515e-6bb6-4c51-9f47-f9cd2d5074d6_Tuatahi+ONT+Trouble-shooting+Guide_1.3.pdf

It says if the PON light is blinking, it means something may have been misconfigured from the ISP's end. If the LOS light was red or blinking, that would mean something maybe be broken

sxz

761 posts

Ultimate Geek

#3076306 15-May-2023 12:06

Thanks all,

Now resolved. A 2 Degrees team member reached out via private message, turns out it was a fault with the lines provider, they reconfigured something at their end, and now all sorted. It was caused as part of us being migrated to a new thing in the background.

Appreciate the help everyone,

Bsy205

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Wannabe Geek

#3076671 16-May-2023 10:27

I have the same issue here since last Friday 12nd April.