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125 posts

Master Geek


Topic # 214980 7-Jun-2017 09:13
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Just thought I'd post here in case anyone else has had a similar issue and perhaps can offer some insight...

 

So I finally took the plunge and arranged to connect with Bigpipe for UFB. Previously I've been with Spark, and then Stuff Fibre and the lower monthly price and two free months seemed too good to pass up. I've also read some good things about Bigpipe on GZ and thought it would be worth giving it a shot.

 

Connection was arranged for 6am yesterday (June 6th), but alas, nothing working when I tried in the morning. Hadn't actually received the 'you are online' email from them at that point so decided to leave it and headed to work. Sent them an email and then received the official email at 4pm to say it was all go.

 

Got home from work and router and ONT lights are all looking good, but there's no data flowing/no internet. Must be a setting issue in the router I thought... the ASUS RT-AC58U I brought across from Stuff Fibre. Headed online via my phone and got the guide for another ASUS router from the Bigpipe page and fixed all the settings.... still no dice. So got on the chat to Bigpipe and proceeded to go through all their checks - they also pointed me to the same guide. Ended up doing a factory reset of the router and then adding in the BP settings via the guide, with help from the online chat at BP. Still no good. Surprisingly, Bigpipe support said everything looked fine at their end and they could see I was online??? 

 

Nope nothing at my end.... so they asked me to try a direct connection to the ONT via a PPPoE connection - that came up with an error and couldn't connect which has lead them to believe there must have been an issue when moving my connection from Stuff to Bigpipe via Chorus. So they logged a ticket with Chorus and I'm now waiting to hear back from them today.

 

Numerous reboots of both ONT and router along the way didn't help.

 

Would be interested to hear any thoughts...


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  Reply # 1795746 7-Jun-2017 09:21
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So Stuff Fibre use VLAN 10 on DHCP by default. You made sure you've removed VLAN tagging from your router?

 

You need to connect with BigPipe using:
Username: bigpipe (can be anything except blank)
Password: bigpipe (can be anything except blank)
No VLAN by default unless if you requested it.





Michael Murphy | https://murfy.nz
Want to be with an epic ISP? Want $20 to join them too? Well, use this link to sign up to BigPipe!
The Router Guide | Community UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial




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Master Geek


  Reply # 1795749 7-Jun-2017 09:27
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Factory reset removed the VLAN tagging. It was hard to find in the ASUS settings but I checked and it's not enabled.


 
 
 
 


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  Reply # 1795777 7-Jun-2017 10:11
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What IP address are you getting?

 

Can you try to tracert google.com?




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Master Geek


  Reply # 1795789 7-Jun-2017 10:17
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DarkShadow:

 

What IP address are you getting?

 

Can you try to tracert google.com?

 

 

 

 

Don't know. Would need to try that when I get home tonight. Hopefully it is resolved by then.

 

Now that I think of it, they did tell me via chat that they thought they had figured out the problem was an IP address conflict, they told me they'd fixed it, but then it still didn't work.

 

Is that what you were thinking?


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  Reply # 1795799 7-Jun-2017 10:34
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mattyb:

 

DarkShadow:

 

What IP address are you getting?

 

Can you try to tracert google.com?

 

 

 

 

Don't know. Would need to try that when I get home tonight. Hopefully it is resolved by then.

 

Now that I think of it, they did tell me via chat that they thought they had figured out the problem was an IP address conflict, they told me they'd fixed it, but then it still didn't work.

 

Is that what you were thinking?

 

 

Yes. If you get an IP address then that indicates the VLAN setting are fine, and any issues that happen would be routing issues. This can be an IP conflict or some other problems.




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Master Geek


  Reply # 1795808 7-Jun-2017 10:49
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At one point I was able to get an IP address show up in the main home page of the router, but there was still no data flowing. Then after running through the settings with the Bigpipe support that disappeared and was replaced with 'Disconnected'.

 

 

 

 




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Master Geek


  Reply # 1796354 8-Jun-2017 08:45
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Update:

 

So Chorus completed their part of the job and rebuilt my profile on the ONT (not sure exactly what that means), and when I got home from work yesterday all was working smoothly.

 

I responded to Bigpipe customer service to tell them it was fixed and they said the static IP I had requested was causing the issue (???) and they'd removed it. Have now asked why this was the problem and awaiting response. Have also asked if I can be allocated a static IP in the future and if that will cause a problem.

 

 

 

 


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