Upgrade between FTTP packages

[#1]

Hi, I am upgrading from full fibre 74 to 145.  Upgrade date is today.  I presumed it would just be a quick switchover, however I am currently without any internet connection.  All the lights on the ONT are green, but the internet light on my router is red.

I shouldn't have planned this on a work day...

Any idea how long it will be before my service is up and running again?  Thanks

[#2]

@joarm Which router are you using?

[#3]

TP-Link AC1600

[#4]

@joarm 

Have you tried rebooting the router?

[#5]

Yep, first thing I tried

[#6]

Are you certain the Ethernet cable from the ONT has been plugged into the correct WAN socket on the router?

My understanding is that after commissioning the ONT the Openreach engineer will normally ensure the router is connecting OK before signing off the job.

[#7]

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@joarm wrote:

TP-Link AC1600

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Hang on. Is this an FTTP capable router? Doesn't sound like it from the description:

Archer VR600 | AC1600 Wireless Gigabit VDSL/ADSL Modem Router | TP-Link United Kingdom

AC1600 Wireless Gigabit VDSL/ADSL Modem Router

Or it needs manual configuration for use on FTTP: How to configure the AC VDSL ADSL Modem Router as a regular wireless router (with VLAN ID)? | TP-Lin...

[#8]

It is, yes. It was working perfectly yesterday on FTTP 74, today was an upgrade day to 145 and there is no connection.

[#9]

@joarm Others have beaten me to it, but if you have a solid connection at the ONT, but the router - which is FTTP capable has a red light, the issue is between the those two items, or a fault with the router.

[#10]

OK, thanks.

Not that I don't believe anyone or don't want to accept help!! but it's a very strange coincidence that my router malfunctions at the exact same time that I was due to upgrade my service?  Unfortunately I don't even have another router I could try with.

[#11]

@joarm 

So you are saying you had a working Full Fibre 74 and you are upgrading to Full Fibre 145?

Have you made any changes to the TP-Link setup as there are none needed.

You have not changed the members centre password, the broadband connection shares the password.

[#12]

Yes, haven't changed anything.  Haven't changed any password, haven't physically touched the router since I went to bed last night and it was working fine.  Today was the upgrade day to 145, when I got up in was not connected but the ONT lights are all green.

[#13]

RED internet light could mean there is no PPP connection available.

If the look at the router system log it might give a clue what is going on

From the Home screen >Advanced setting >System >System log. Look for PPP entries, (there might be a view filter for PPP)

WARNING switching off the router will delete all log entries.

[#14]

System log is just:

2016-01-01 00:00:40 [5] System: Enable IPv4 SPI Firewall
2016-01-01 00:00:40 [5] System: Enable IPv6 SPI Firewall
2016-01-01 00:03:14 [6] PPP: sent [PADT session is 0]
2016-01-01 00:03:14 [6] PPP: sent [PADI Host-Uniq(0x00000597)]
2016-01-01 00:03:19 [6] PPP: sent [PADI Host-Uniq(0x00000597)]
2016-01-01 00:03:29 [6] PPP: sent [PADI Host-Uniq(0x00000597)]
2016-01-01 00:03:49 [4] PPP: Timeout waiting for PADO packets
2016-01-01 00:03:49 [3] PPP: Unable to complete PPPoE Discovery
2016-01-01 00:03:49 [4] PPP: Connect script failed

[#15]

"Unable to complete PPPoE Discovery"

I would suggest phoning support.

EDIT: with all the lights green on the ONT suggests that is working, but it would no halm resetting the power on the ONT.