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 🙂

[JimM11]

@XRaySpeX The EE Router is up front and centre, although the Asus Routers are in router mode, they are wan - lan connected but they do not have to authenticate on the system as the EE still maintains all control.

[XRaySpeX]

@JimM11 : Ah, OK! I thought you ditched the EE router as you don't have DV.

[JimM11]

@XRaySpeX Have kept it live so any assistance given would be correct, also was monitoring to see if it would fall over through time, but got to 86  day's was fine apart from the web interface taking just way to long between page opening's was up at about 12 seconds, just had the FW update last night, DV box disappeared completely from the opening page view, but intend to reset it all 7.00am tomorrow, then start to check out, see if the NIC ports are still on the 30 second wait time, general look it's all there, was no issue on the update, held my fixed 2.4Ghz on Channel 1, 5Ghz stayed on smart at 100, so no odd ball so far, have analysed the frequency and hidden is still there on the main two channels. More info will follow, will need some one with Wi-Fi Smart Wireless though to see if everything passes through, NO need for me to do anything with Compatible network but it does appear to at least work router wise.

[tc104]

@radiohe4d21  did you  try/get iptv working with opnsense?

[radiohe4d21]

No, sorry, never used IPTV before.