This topic

Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 15:32:34 GMT

Hi all,

On Friday night my internet dropped out and can no longer connect to the internet. The Openreach box DSL light is green so looks like it is getting a connection, im on Fibre2.

For the past year i have been using an ASUS RT-AC86U without issue, i called BT, they ran several checks and said there were no issues there end and booked an engineer to visit, unfortunatley not until Saturday and this is causing me issues with working form home. They asked me to plub my router directly into the filter socket on the wall which made no sense, 1 as the RT doesnt have a modem and 2 surley the higher voltage would damage my port.

There is an £80 charge for the call out is they cant find an issue with their connection and equipment so decided to but an ASUS RT-AC66U just to chec in case my router had died within the first 12 months.

Set it up and still cant connect, all my settings are exactly as they should be, firmware up to date etc so dont believe its anything to do with that. Just at a loss at this point until the weekend however is anyone aware of any IP address issues or instances where the line is blocked. I would just like to know what i should be asking them to do if i call them back instead of just going through the normal checks.

Thanks!

Re: Sudden drop of internet using ASUS router

busterboy1 — Mon, 07 Dec 2020 15:38:37 GMT

Have you tried setting up a PPPoE connection.

Re: Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 15:39:59 GMT

Yes, it is setup exactly how it should be, there are no issues with that side.

Re: Sudden drop of internet using ASUS router

imjolly — Mon, 07 Dec 2020 15:42:05 GMT

if you have FTTC then you should be able to connect hub using the cable that is currently connected from master socket to modem and connect to dsl socket on hub. if you get blue light on hub then connected

it could be faulty modem

Re: Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 16:11:45 GMT

I have an ASUS RT router, i thought plugging the master socket directly into the internet WAN could damge due to the higher voltage?

The ASUS router only has the stanard wireless and LAN sockets, if i plug the master from the wall into my internet WAN connection the light for the internet i believe would still stay red as it doesnt have a modem. Hope that makes sense and thanks for the suggestion.

Re: Sudden drop of internet using ASUS router

pippincp — Mon, 07 Dec 2020 16:16:11 GMT

@busterboy1 is referring to a direct PPPoE connection between Openreach modem and PC/Laptop. This would show if problem is the modem or router setup.

Re: Sudden drop of internet using ASUS router

busterboy1 — Mon, 07 Dec 2020 17:28:28 GMT

@pippincp

Correct. 🙂

Re: Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 17:43:55 GMT

Thanks for that, i tried but get an error message when connecting to the internet, looks like its the modem at fault. Will have to wait for the engineer.

Re: Sudden drop of internet using ASUS router

pippincp — Mon, 07 Dec 2020 17:50:47 GMT

Did you set up a PPPoE session in network and sharing centre?

Is the Openreach modem from original install or did you purchase it elsewhere?

Re: Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 17:57:31 GMT

Yes, setup in netwok and sharing, know how to do it but for some reason it didnt even cross my mind to try. Got the modem error message.

Modem is new from install 7 years ago. All three lights are on but cant connect to the internet.

Re: Sudden drop of internet using ASUS router

busterboy1 — Mon, 07 Dec 2020 17:58:39 GMT

@AJC0299

I think you have found your problem 😉

Re: Sudden drop of internet using ASUS router

pippincp — Mon, 07 Dec 2020 19:21:08 GMT

You'll end up being given a BT Hub. Should've got a DSL router from ASUS.

Re: Sudden drop of internet using ASUS router

AJC0299 — Mon, 07 Dec 2020 20:36:05 GMT

That’s what I’m doing, have an asus dsl ac68u ac1900 coming Wednesday.

Re: Sudden drop of internet using ASUS router

AJC0299 — Tue, 08 Dec 2020 12:02:23 GMT

Well I received the router, set up as VDSL with all the correct settings but still no internet. I can see that it’s connected and getting/sending packets but no internet connection.

Question is if it’s not their modem issue and i have a DSL connection without internet then would that be an issue their end? Should I ask them to retest the line or is there anything else I should be asking them to check? Or in the end do i just have to wait until Sunday for their engineer to turn up. Only trying to fix myself as can log in to work from home. Thanks

Re: Sudden drop of internet using ASUS router

TimCurtis — Tue, 08 Dec 2020 15:43:03 GMT

@AJC0299

Well that's not an Asus is it.

As you're connecting to the internet but not logging on into BT's network it's likely a username / password issue. You should be using bthomehub@btbroadband.com and BT .

Anything in the log that might help us?

Re: Sudden drop of internet using ASUS router

licquorice — Tue, 08 Dec 2020 15:48:50 GMT

@TimCurtis wrote:

@AJC0299

Well that's not an Asus is it.

Nope it's a TP Link.

Did you enter the VLAN Id as101?

Re: Sudden drop of internet using ASUS router

AJC0299 — Tue, 08 Dec 2020 16:17:14 GMT

Hey both, the Asus I was getting got lost in transport?!?! Decided to drive to Argos and got the TP-Link AC 2800, used the correct settings VDSL as per the pic.

Also removed the faceplate and used a splitter on the test socket to try that way.

Re: Sudden drop of internet using ASUS router

AJC0299 — Tue, 08 Dec 2020 16:23:00 GMT

If that picture isn’t clear I’m using the usual bthomehub@btbroadband.com with password BT and vlan Id 101

Also looked up my cabinet number and there are no issues there.

Re: Sudden drop of internet using ASUS router

licquorice — Tue, 08 Dec 2020 16:26:18 GMT

If you dial 17070 do you get the correct number read back to you to check you don't have a crossed line.

Re: Sudden drop of internet using ASUS router

AJC0299 — Tue, 08 Dec 2020 16:30:37 GMT

Unfortunately I have never used the land line or have a phone as have never needed to, knew about this test but unable to perform. Will quickly post my system log and thanks again for you all replying to my issue.