Switched Copper to Fibre now IPv6 only

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kiwibob1

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#311058 11-Dec-2023 08:08

I’m looking for a bit of assistance. My friend switched to fibre a week a agoi and has been struggling with her internet ever since. Turns out that there’s no IPv4 connection (per ipv6-test.com) which explains the problems.

Calls to the help desk have been interesting and lengthy. Highlights include:

Fri - “it’s an old modem you’ll need a new one with a 12 month contract” (its a HG659)
Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

Yesterday (Sunday) I got a call from a helpful Tech who got IPv4 running (“config error”) however this only lasted a short time and the connection went back to IPv6 only.

If anyone from OneNZ could PM me that would be great and I can provide the account number.

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#3170513 11-Dec-2023 08:58

@MaxineN & @JackNOneNZ

MaxineN

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#3170518 11-Dec-2023 09:11

mrgsm021:

@MaxineN & @JackNOneNZ

Both of us are on annual leave unfortunately.

Send the details through to maxine.nesbitt@one.nz and I can flick it through to my team leader.

Kind regards
Maxine

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nztim

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#3170573 11-Dec-2023 10:31

My guess is the IPv4 configuration on the router is misconfigured.

Vodafone/ONE uses DHCP Over VLAN 10 for both IPv4 or IPv6

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

freitasm

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#3170605 11-Dec-2023 12:53

kiwibob1:

Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

This must be the most misguided response from an ISP...

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#3170622 11-Dec-2023 13:12

freitasm:

kiwibob1:

Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

This must be the most misguided response from an ISP...

Its what happens when the marketing team are asked to take overflow calls.....

XPD / Gavin

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kiwibob1

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#3170630 11-Dec-2023 13:30

nztim:

My guess is the IPv4 configuration on the router is misconfigured.

Thanks NZ Tim. The HG659 is a simple beast and has nothing to offer by way of config options. It’s pretty much plug and play (or in this case not).

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#3170634 11-Dec-2023 13:35

kiwibob1:

nztim:

My guess is the IPv4 configuration on the router is misconfigured.

Thanks NZ Tim. The HG659 is a simple beast and has nothing to offer by way of config options. It’s pretty much plug and play (or in this case not).

Was the HG659 provided by One NZ (or Vodafone before rebrand) or BYO?

If from One, it should be configured the right way by default (but you can check against the BYO instructions to be sure).

If it was a BYO from another ISP, it might be worth going through https://one.nz/help/broadband/modem-support/byo-modem/ to double check that the settings match.

cddt

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#3170637 11-Dec-2023 13:40

HG659 may give you more settings options by using the admin account.

User: !!Huawei

Pass: @HuaweiHgw

kiwibob1

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#3170816 11-Dec-2023 18:35

I’ve just followed up. Despite calling shortly after the fault recurred and being assured that it would be raised again with the tech team who would call back either Sunday pm or Monday am it seems that the fault was closed and not reopened. Hence no call.

Back in touch with the same agent who is back to the new modem (I think she means router) solution. Frankly I’m not hopeful but who knows. I might go and see if i can dig something out of the parts bin.

Curiously my friend is reluctant to leave One NZ and I’m reluctant to suggest it in case the hole gets even deeper. If this doesn’t cut it then that’s the next option, I can’t stand the ‘music’ on hold again.

quickymart

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#3170848 11-Dec-2023 20:24

xpd:

kiwibob1:

Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

Its what happens when the marketing team are asked to take overflow calls.....

Oh I read that as that was their usual call centre staff responding, not the marketing team?

nztim

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#3170861 11-Dec-2023 21:18

kiwibob1:
I’ve just followed up. Despite calling shortly after the fault recurred and being assured that it would be raised again with the tech team who would call back either Sunday pm or Monday am it seems that the fault was closed and not reopened. Hence no call.

Back in touch with the same agent who is back to the new modem (I think she means router) solution. Frankly I’m not hopeful but who knows. I might go and see if i can dig something out of the parts bin.

Curiously my friend is reluctant to leave One NZ and I’m reluctant to suggest it in case the hole gets even deeper. If this doesn’t cut it then that’s the next option, I can’t stand the ‘music’ on hold again.

Before you waste anymore time on hold try another router….

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

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Tinkerisk

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#3171228 12-Dec-2023 20:10

kiwibob1:

I’m looking for a bit of assistance. My friend switched to fibre a week a agoi and has been struggling with her internet ever since. Turns out that there’s no IPv4 connection (per ipv6-test.com) which explains the problems.

Calls to the help desk have been interesting and lengthy. Highlights include:

Fri - “it’s an old modem you’ll need a new one with a 12 month contract” (its a HG659)
Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

Yesterday (Sunday) I got a call from a helpful Tech who got IPv4 running (“config error”) however this only lasted a short time and the connection went back to IPv6 only.

If anyone from OneNZ could PM me that would be great and I can provide the account number.

Since it just fits, but I don't know if that also applies in your case (I’m located in Germany):

Yesterday evening I got a customer "emergency call" saying that he had a new DSL contract and his internet was down. So I had to drive to him, as remote was out. Long story short: he got a DS-Lite connection that only allows IPv6 due to the "no longer available" IPv4 addresses. As a first aid, I enabled IPv6 on his (DrayTek) router and entered the DNS of "NAT64" for him, then at least access from his computer to IPv4 servers on the Internet worked. For the time being, he cannot access his own home server from outside until I get more details from his new ISP today. As an alternative, I'm temporarily providing him with a free loaner Fritzbox - it can handle DS-Lite with IPv6 only.

I have noticed that IPv4 addresses with a real dual stack are increasingly being allocated only to companies here. These kinds of problems will become more frequent in the future.

- NET: FTTH & VDSL, OPNsense, 10G backbone, GWN APs
- SRV: 12 RU HA server cluster, 0.1 PB storage on premise
- IoT: thread, zigbee, tasmota, BidCoS, LoRa, WX suite, IR
- 3D: two 3D printers, 3D scanner, CNC router, laser cutter

kiwibob1

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#3174236 22-Dec-2023 06:33

nztim:

Before you waste anymore time on hold try another router….

Thanks nztim, Done exactly that with an old Fritzbox. Working 100%.

Thanks to Geekzone I’ve got into the admin on the HG659 and I’ll see if I can fix the settings after Christmas.

OneNZ have never gotten back to me despite me sending several texts of the most amiable nature. I am sure it doesn't need a new router and the transition copper to fibre should absolutely not require a 12 month contract for a replacement router.

Why my friend is unwilling to leave One NZ seems inexplicable to me. They don’t deserve that kind of loyalty.

Anyway thanks everyone for the help.

Bung

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#3174243 22-Dec-2023 07:35

kiwibob1: OneNZ have never gotten back to me despite me sending several texts of the most amiable nature. I am sure it doesn't need a new router and the transition copper to fibre should absolutely not require a 12 month contract for a replacement router.

Why my friend is unwilling to leave One NZ seems inexplicable to me. They don’t deserve that kind of loyalty.

Maybe OneNZ has tried contacting your friend the account holder?

gehenna

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#3174244 22-Dec-2023 07:39

freitasm:
kiwibob1:

Sat - “We’ve upgraded you to IPv6 it’s got a lot of new features - are you sure you want to go back to IPv4?”

This must be the most misguided response from an ISP...

The old ask for forgiveness not permission business strategy

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