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Fibre 500 > Fibre 900 now no internet on PPPoE

EGCC_Pilot — Wed, 22 Jan 2025 11:07:57 GMT

Hi all, I’m having some issues following an upgrade. Yesterday, I switched from Fibre 500 to Fibre 900. The activation date was today, and I received a text this morning confirming the service is now live.

I’m using a TP-Link AX3000, which worked perfectly on Fibre 500 with PPPoE using these credentials:

Username: bthomehub@btbroadband.com

Password: bt

However, since the upgrade, I can’t connect to the internet. The ONT seems to be working fine, so the issue appears to be elsewhere.

I spoke to BT’s connections team, who said they couldn’t detect any issues on their end. They also claimed I should now be using Dynamic IP instead of PPPoE. This doesn’t seem right, as PPPoE was working perfectly fine on Fibre 500.

Has anyone else experienced this after upgrading? Any advice on how to resolve it? Clearly, something has changed, but I’m not sure what.

Thanks in advance!

Re: Fibre 500 > Fibre 900 now no internet on PPPoE

licquorice — Wed, 22 Jan 2025 11:37:26 GMT

Sounds like the upgrade hasn't completed successfully. You should still be using PPPoE, if connection was now Dynamic IP all of BT's Home Hubs would have stopped working!!

Have you tested the connection with a BT home Hub?

Re: Fibre 500 > Fibre 900 now no internet on PPPoE

EGCC_Pilot — Wed, 22 Jan 2025 11:56:08 GMT

Hi, I’ve ordered a new SH2 as I sent the old one back, hopefully I can test when that arrives