New connection on Bigpipe

Forums › Spark New Zealand (including Skinny and BigPipe) › New connection on Bigpipe

mattyb

254 posts

Ultimate Geek

#214980 7-Jun-2017 09:13

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...

michaelmurfy

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#1795746 7-Jun-2017 09:21

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.

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mattyb

254 posts

Ultimate Geek

#1795749 7-Jun-2017 09:27

Factory reset removed the VLAN tagging. It was hard to find in the ASUS settings but I checked and it's not enabled.

DarkShadow

1647 posts

Uber Geek

#1795777 7-Jun-2017 10:11

What IP address are you getting?

Can you try to tracert google.com?

mattyb

254 posts

Ultimate Geek

#1795789 7-Jun-2017 10:17

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?

DarkShadow

1647 posts

Uber Geek

#1795799 7-Jun-2017 10:34

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.

mattyb

254 posts

Ultimate Geek

#1795808 7-Jun-2017 10:49

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'.

mattyb

254 posts

Ultimate Geek

#1796354 8-Jun-2017 08:45

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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mattyb

254 posts

Ultimate Geek

#1806741 26-Jun-2017 08:16

A further update:

Yesterday I was trying to get a wireless printer connected to the LAN and for some reason it wasn't discovering the wifi, so I decided to reboot the router. Which seemed like a reasonable idea at the time, but basically it has brought down the whole internet connection. The symptoms are exactly the same as those listed above. ONT appears to be functioning normally (correct lights on), router seems to be working, but I have no internet.

Got on the online chat with Bigpipe and they put me through all the checks. Reboot - no good. Try a direct pppoe connection straight into the ONT - comes up with "Connection 651 error" and doesn't work.

Bigpipe have now lodged a ticket with Chorus and I'm patiently waiting.

Anyone had anything like this before? Bigpipe seem to be a bit baffled, and so am I.

mattyb

254 posts

Ultimate Geek

#1807451 27-Jun-2017 10:53

Not sure if anyone is reading this but I'm posting anyway in case it benefits someone in the future...

Internet has now been restored and the resolution has been given by Bigpipe as:

"Have moved your connection from IPoE (DHCP) to PPPoE as we seem to be having issues with IPoE on UFB"

Not exactly sure what that means but I queried if there would be any drawbacks to this and have been given assurance that there won't be.

IPv6pipe

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BigPipe

#1807524 27-Jun-2017 11:42

IPoE is not an officially supported protocol. We can enable it for testing, but do not guarantee that it will work 100% of the time, with every device that could potentially be connected to our network.

We officially support PPPoE on UFB and VDSL (on VLAN 10), and PPPoA on ADSL. :)

mattyb

254 posts

Ultimate Geek

#1807550 27-Jun-2017 12:04

IPv6pipe:

IPoE is not an officially supported protocol. We can enable it for testing, but do not guarantee that it will work 100% of the time, with every device that could potentially be connected to our network.

We officially support PPPoE on UFB and VDSL (on VLAN 10), and PPPoA on ADSL. :)

@IPv6pipe Ok. So why was my UFB connection put on IPoE if it's not supported? I certainly never requested it.

IPv6pipe

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BigPipe

#1807597 27-Jun-2017 13:17

I can't say for sure, but at a guess one of our team members may have enabled both PPPoE and IPoE at some point during troubleshooting with you. This in itself isn't a problem - I know of many lines that are configured as such (some members of this very forum come to mind) who can and have swapped their equipment between the two protocols without issue.

When you BYO modem/router you will need to make sure it is configured with our required settings. Many routers will default to IPoE (or DHCP), so I suspect this is what yours will have been doing. This is one of the advantages to the Bigpipe modem - we know it will have the correct settings out of the box, and should just work.

Glad to hear that you're up and running on PPPoE now. Feel free to PM me or reply to our emails if you have any further concerns. :)

lucky015

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#1807684 27-Jun-2017 14:22

Just a quick note, The Stuff Fibre provided routers run a custom firmware which enables IPoE/DHCP by default along with VLAN 10.

VLAN 10 is set via the ISP profile "Stuff-Fibre" under the LAN - IPTV - Select ISP Profile option.

Edit: Had missed the initial comment indicating that VLAN tagging had been turned off however its not always blatantly obvious that it's in this location.