On moving to her new apartment she has had to wait for the new connection (previous people have left their connection which is normal). Once bigpipe have said her line is enabled though, she has been unable to connect.
The wan light was lit however, she was unable to authenticate. There is a username and password populated, service name is not populated. As bigpipe use port based authentication, this should have been enough I would have thought. Especially as it was previously working at another address. I had gone through troubleshooting with her, bigpipe had gone through troubleshooting with her, but, no result.
A chorus fault was raised and here is their reply.
"Hi team , I have performed a PVC rebuild and can see ppp up with modem mac address 34:CD:BE:21:42:2A but only one way traffic, no download. Checked and can see that other cust on the same card incl Digital Ventures cust have ppp and bi-directional traffic. Please recheck with your cust ensuring the CPE is configured correctly and if possible , alt cpe is tested"
The Mac address is her Mac address, so, definitely the correct line.
I have flashed another modem with the bigpipe firmware, reset it and given it to her, but, she has the same result.
Bigpipe are saying it's her equipment, however, the fact that two different modems are unable to connect, including one that previously connected to bigpipe without issue makes me thing they haven't associated her line with her account correctly.
Anyone have any other ideas / suggestions?