Switching parents' Fritz!Box router from Plusnet DSL to full fibre

[#1]

I set my parents up with a Fritz!Box on their DSL Plusnet connection some years back and now they've moved to full fibre with an ONT, I'm trying to (remotely) get the Fritz!Box to connect to the new service. 

I had them use the Fritz!Box wizard and used their <username>@plusdsl.net username and associated password. It asked them for line speed so I suggested them keeping the default 1000/1000. I had them set VLAN to yes and the ID to 101 for Q and 0 for P. They've connected to the ONT via the LAN 1 port on the Fritz!Box but it's not worked. I'm doing this by phone but am reasonably sure they've entered the config correctly.

Can anyone suggest what the issue might be?

Thanks in anticipation 

[#2 · Accepted solution]

@geojay The VLAN for a FF connection should be 0 (zero) or off on the router - the ONT handles that silently.

[#3]

@geojay 

When I set up my FritzBox 7530 on Full Fibre I found a Help page on Zen Internet which showed the settings required. I only had to change Zen settings to PN ones otherwise the Help page gave me everything I needed.

Brian

[#4]

Hi,
I got those values from https://www.plus.net/help/broadband/broadband-connection-settings/ . I’ll try turning the vlan config to off as per your suggestion.

Many thanks

[#5]

Those instructions are vague/incorrect, @geojay . The 'What settings should I use for fibre broadband' instructions should really be called 'What settings should I use for part-fibre (FTTC) broadband'. The (partially correct) settings are contained in the next bullet point.

[#6]

@geojay ,

Which FritzBox have your parents got? Is the LAN1 port dual purpose WAN/LAN?

My Fritzbox has a separate WAN socket for the ONT connection.

[#7]

@geojay 

https://www.plus.net/help/broadband/broadband-connection-settings/ 

The Openreach ONT is effectively a modem so you follow these instructions.

What settings should I use for a fibre router that's is connected to a BT Openreach modem?

[#8]

That's ironic, we left Plusnet for Zen!

[#9]

Why am I not surprised that Plusnet's help is unhelpful. As you pointed out, the next section didn't mention the fact that VLAN should be off if using the ONT..

Many thanks

[#10]

Thanks for all the responses, setting VLAN to off got them online. A shame that Plusnet's unclear / incomplete help page set us back and wasted our time.