Third party router stopped connecting to the internet after working for 4 months

[radiohe4d21]

Summary

We got 500mb FTTP broadband installed about 4 months ago and from day one I had set it up to use OPNSense running on our home server virtualised under Proxmox. (Never even opened the brand new EE router).

It has been working flawlessly up until last Thursday, when the connection dropped and from then, I have been unable to get to connect using any third party devices.

Steps Taken

I have tried the following:

• Connecting original unboxed EE router.
• Connecting TP-LINK Archer VR2600 modem router (dedicated WAN port).
• Direct to a Windows laptop using PPPoE connection.
• Direct to a Linux laptop using PPPoE connection.
• Restoring to a VM backup for OPNSense from a month previous.
  • OPNSense nor the hypervisor Proxmox had had any updates or changes within two weeks of the outage.
    
    
• Trying multiple different ethernet cables.
• Rebooting ONT & Routers (letting them stay off for 5 mins and also tried keeping both off overnight).
• Hard resetting:
  • ONT (using a pin on the reset hole).
  • TP-LINK router.
  • EE router.

EE Support

I've had around 4 different phone calls with EE support.
They initially sent out a Home Engineer and he replaced the EE router with another new one and was then able to connect to the internet.
But trying to connect using any of the steps mentioned above to anything other than the new new EE router has failed.

Another call and they said they would book an Openreach engineer to come out today, i received text messages confirming direct from Openreach.

They never arrived.

Another call with them, it turned out that one wasn't booked at all and somehow the system never actually made the booking even though it was confirmed over the phone and through text.
They ran some tests against the EE router (first time doing this) and after speaking to managers told me they would not be sending out an Openreach engineer as the EE router was shown to be working and they have no obligation to restore service for third party equipment.

I told them I would have to cancel the contract and try another provider if I cant get this working again.
They said it was going to cost £265 to cancel and then redirected me to the sales team.

So this is my last ditch attempt to try and find a proper resolution and to save myself from paying £265 to cancel.

Current State & Setup Details

ONT:

• NOKIA-ONT
  • Model: G-010G-R
  • MRev: 02
  • Month/Year: 01/2024
• Showing all green lights (Pwr, PON & LAN).
• LOS light has remained off.
• Rebooted & Reset multiple times.
• Works with the new new EE router.

OPNSense Router:

• Custom built server, with an Intel CPU and a single onboard 2.5gbps dedicated ethernet port.
• Running Proxmox virtualisation as the OS.
• OPNSense running within a container on Proxmox.
• A single ethernet cable links the server and the ONT, with no joins or switches between.
• Has worked flawlessly for 4 months.

TP-LINK Router:

• Archer VR2600
• Hard reset to factory settings
• Has a dedicated WAN port for PPPoE connections.
• Basic setup wizard lets you input your PPPoE credentials.
• Worked previously when we had FTTC using the ADSL modem.

Windows Laptop:

• Windows 10
• Setup PPPoE connection using the wizard under the 'Dial up' section.
• This worked when I tried it on installation day.

Linux Laptop:

• Arch Linux
• Setup PPPoE using nmcli.

All broadband credentials used throughout all tests have been:

USERNAME:  bthomehub@btbroadband.com
PASSWORD:  BT

All testing of the routers and laptops has been with a single straight ethernet connection between the ONT and router/computer.
Used the GUI's on the routers to check if a connection has been established. (checked over wifi with one of the laptops)

Conclusion

I'm really disappointed that EE refuse to help any further as I have read multiple other forum posts were others have been in a similar situation and had an engineer sent out or an ONT box replaced.

I just want to get my system back to were it was only a few days ago.

I'd really appreciate any help or advise with this.

Thanks for reading 🙂

[Mustrum]

@radiohe4d21   I would switch off the IP6 options until you get the TP-Link working.

Also the Auto-Auth to CHAP - long shot this one.

Also does the router have an event log, are you able to see what the WAN log is failing on?

[radiohe4d21]

The EE router provided by the home engineer connects to the internet without issue.

And i can browse the internet both through wifi and ethernet.

But due to my more complex network setup and the home server, hopping through the EE router wont work for me.

[radiohe4d21]

Still the same outcome, also restarted the ONT & Router again for good measure.

Here are the logs, seems like its not receiving a response.

[Mustrum]

@radiohe4d21   the router screen seems to show IP4 and 6 both in the same state, can you untick the IP6. The error log seems to show IP6 going out.

[radiohe4d21]

Its not very obvious in this GUI, but IPv6 is disabled. Its unticked and greyed out rather than green.

I assume you mean these options?

[radiohe4d21]

Found a few posts from using the info in the logs.

Not sure if its relevant here but something else to consider I guess.

[Mustrum]

@radiohe4d21   yes that was the one, but there was an earlier on on IP6 DNS.

The PADI and so on is correct, but for what even not getting anything back, hence my suggestions to keep things simple.

The SNR is for ADSL/VDSL as is the VLAN101, it is hanfled by the modem, in this case the ONT so should be off or 0.

Do you know anyone closeby with an EE or BT Full Fibre service you could try the router on?

[radiohe4d21]

Yea its interesting that its not even getting an initial reply to the PADI request. Ill try and find out what are the possible reasons that it wouldn't get a reply (beyond physical line issues which are already ruled out here).

Yea it was my understanding that a VLAN was not needed here, so good to get that confirmed.

Unfortunately I don't, nearest relatives and friends are over an hour away, but that would be massively helpful to rule out router/config.

[Mustrum]

@radiohe4d21   what model EE routers do you have - if you still have both?

And can you log into the working one, go to the advanced section and the technical log info tab and see what the username is?

@JimM11  has remonded me of a similar issue we saw a while back

[radiohe4d21]

Funny enough I did just that earlier on, here's the screenshots.

I don't have the original broken EE router anymore unfortunately, but this is the working one.