Provisioning issue with Quic, or user error?

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martinv

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#324626 5-May-2026 18:31

Hi Everyone,

My current cable provider is ending their cable service so I decided to look around for a fibre provider to replace it. I eventually decided upon Quic. I signed up (even using a Geekzone reference) and the welcome, order confirmation, customer invoice, static IP address ready (I purchased one-off), and credit card payment confirmation all came through very quickly on 27th April. According to their setup page https://www.quic.nz/setup/ there are numerous references to a "go-live email" which I have not yet received. This makes me think I should just be patient and keep waiting. But it's now just over a week later and still nothing.

In any case I thought I'd set up some gear so that I could test the new link when it comes live. I'm hoping to have both cable and fibre running at the same time to ease the migration stress. Anyway I used a Mikrotik RB450G and a laptop and set something up (VLAN 10 and DHCP client). Hopefully I configured it correctly - My Mikrotik foo is long gone, so there was a little too much help from Chat GPT. Anyway, DHCP requests are going out but nothing is coming back in.

I decided to look at the Portal Home / Client Area on Quic, which I must say looks really useful, and under diagnostics there is an Enable ID and status says: No pending changes. This makes me think they have completed the setup and I'm doing something stupid/wrong at my end. Under data configuration the GE port says eth1, and that's where I have the Mikrotik plugged in. Under ONT status there is an exclamation mark with "switched_off" "updated 6 days ago" (Another thing making me think the problem is at my end, yet the ONT is definitely on). But then under ONT Port Status the CPE detected is 1 (so they can see it???). Then ONT Test Results says Network Provisioning is "No", CPE connected is "Yes" and ONT online is "switched_off". I'm not finding this very clear to understand.

I've got PWR, PON and LAN1 lit on the ONT. Seems reasonable.

For someone who has been through the setup with Quick before, am I just being hasty and things aren't ready yet, or is it all on me?

Note: the Mikrotik is just temporary; I'm trying to track down a mini-PC with multiple ports to use as a router, but alas Ali Express seems to be completely out of the model I want.

Any thoughts, ideas appreciated.

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#3487839 5-May-2026 18:36

Normally no VLAN. Move the DHCP client from the VLAN to the ethernet interface. Make sure your firewall and masquerade are pointing to the right place after the move.

martinv

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#3487848 5-May-2026 18:47

Thanks for the quick reply. I forgot to mention that I requested VLAN 10 when ordering, and the order confirmation does say "ONT Tagging: VLAN 10", though I do not see this mentioned in the user area on the Quic website.

RunningMan

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#3487855 5-May-2026 19:09

OK, disregard then.

xpd

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#3487859 5-May-2026 19:16

Tried plugging into LAN2 on the ONT ? Its what I had to do.

XPD / Gavin

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michaelmurfy

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#3487897 5-May-2026 21:24

Where in the country are you?

If you've got a Chorus ONT then this is provisioned automatically. Your go-live email would have come around the same time as your IP address etc. Having the LAN 1 light on means there is a service enabled there.

If you're Christchurch then this requires manual provisioning and an email would have come during a business day.

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RunningMan

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#3488155 6-May-2026 15:39

michaelmurfy:[snip]

Where in the country are you?

If you've got a Chorus ONT then this is provisioned automatically.

martinv:[snip]

I decided to look at the Portal Home / Client Area on Quic, which I must say looks really useful, and under diagnostics there is an Enable ID and status says:

Possibly needs a manual followup @quic

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SimplePotato

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#3488162 6-May-2026 16:14

Could you log a problem report with us from within your account portal, could you also find and include your ONT serial number :) somethings not quite right whether it's us or you. Will get it sorted!

Views and comments are my own unless otherwise stated.

martinv

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#3488166 6-May-2026 16:46

xpd:

Tried plugging into LAN2 on the ONT ? Its what I had to do.

No I haven't tried LAN2 because I see this on the Quic support page. Or am I misunderstanding something?

martinv

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#3488167 6-May-2026 16:48

michaelmurfy:

Where in the country are you?

If you've got a Chorus ONT then this is provisioned automatically. Your go-live email would have come around the same time as your IP address etc. Having the LAN 1 light on means there is a service enabled there.

If you're Christchurch then this requires manual provisioning and an email would have come during a business day.

Christchurch.

That's the thing, I haven't seen an E-Mail. It's not to say it was sent and didn't make it to me for some reason. That's why, after a week I'm starting to wonder what's going on.

martinv

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#3488171 6-May-2026 16:55

SimplePotato:

Could you log a problem report with us from within your account portal, could you also find and include your ONT serial number :) somethings not quite right whether it's us or you. Will get it sorted!

The only option in the client area I have found is "Lodge fault", but that requires me to first accept the "Do you accept responsibility of a $199+GST fee if no fault is found (NFF Fee)?" clause. I'm not about to do that when there is a possibility that provisioning is still being set up and I'm just impatient.

I have no other data points to work with - how long should it take for the service to be ready, in Christchurch, at a location that has had the ONT in place for more than a year but which has never been used?

martinv

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#3488175 6-May-2026 17:03

I thought I'd try a different setup than the Mikrotik (which I'm not familiar with), so set up a Raspberry PI with VLAN 10 set up on eth0, and dhcp client. Alas, that's not getting very far either. So might not be me after all.

pi@raspberrypi:~ $ sudo dhclient -v eth0.10
Internet Systems Consortium DHCP Client 4.4.1
Copyright 2004-2018 Internet Systems Consortium.
All rights reserved.
For info, please visit https://www.isc.org/software/dhcp/

Listening on LPF/eth0.10/d8:3a:dd:19:bc:cb
Sending on LPF/eth0.10/d8:3a:dd:19:bc:cb
Sending on Socket/fallback
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 6
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 6
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 6
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 17
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 9
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 7
DHCPDISCOVER on eth0.10 to 255.255.255.255 port 67 interval 10
No DHCPOFFERS received.
No working leases in persistent database - sleeping.

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MaxineN

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#3488180 6-May-2026 17:14

martinv:

SimplePotato:

Could you log a problem report with us from within your account portal, could you also find and include your ONT serial number :) somethings not quite right whether it's us or you. Will get it sorted!

The only option in the client area I have found is "Lodge fault", but that requires me to first accept the "Do you accept responsibility of a $199+GST fee if no fault is found (NFF Fee)?" clause. I'm not about to do that when there is a possibility that provisioning is still being set up and I'm just impatient.

I have no other data points to work with - how long should it take for the service to be ready, in Christchurch, at a location that has had the ONT in place for more than a year but which has never been used?

That is only if a truck roll is done and someone actually visits your house.

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SimplePotato

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#3488193 6-May-2026 18:12

martinv:

SimplePotato:

Could you log a problem report with us from within your account portal, could you also find and include your ONT serial number :) somethings not quite right whether it's us or you. Will get it sorted!

The only option in the client area I have found is "Lodge fault", but that requires me to first accept the "Do you accept responsibility of a $199+GST fee if no fault is found (NFF Fee)?" clause. I'm not about to do that when there is a possibility that provisioning is still being set up and I'm just impatient.

I have no other data points to work with - how long should it take for the service to be ready, in Christchurch, at a location that has had the ONT in place for more than a year but which has never been used?

Drop that in, it will confirm we're looking at the right account and then we can figure out whats going on, hopefully tomorrow.

Views and comments are my own unless otherwise stated.

martinv

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#3490276 12-May-2026 16:57

Just a quick update. Enable techs came on-site today. Without doing anything more than glance at the ONT and write down the serial number, they said that the provisioning had not been completed, so they made a couple of phone calls and the connection started working. Yippee!

Curiously, I don't see any change in the Quic portal, other than perhaps "Connected via DHCP" - the other odd settings such as ONT ONLINE = switched_off, NETWORK PROVISIONING = No, and OPTICAL RANGE = Outside Allowed Range are still all there, unchanged. A bit misleading, no? Anyway, it's working so time to celebrate!

michaelmurfy

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#3490286 12-May-2026 18:16

martinv: Curiously, I don't see any change in the Quic portal, other than perhaps "Connected via DHCP" - the other odd settings such as ONT ONLINE = switched_off, NETWORK PROVISIONING = No, and OPTICAL RANGE = Outside Allowed Range are still all there, unchanged. A bit misleading, no? Anyway, it's working so time to celebrate!

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