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StrayS
Newbie
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Message 1 of 7

New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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Afternoon all,

 

Our household has changed out devices and we've been hitting a brick wall getting internet out, here is the situation:

 

Old set up - Openreach modem for dsl, connected to an ASUS Router for ethernet/wireless connection. Works perfectly fine.

New set up - ASUS Router/Modem connected to dsl line. WAN configured for a VDSL, account and password verified, can see dsl connection up, comms working but being told we need to log in to the network, pushes us to BT Wholesale owned web pages saying to contact ISP.

The fact that we are being bounced to public IP addresses for these messages makes me believe there is no config issues our end and something needs changing/accepting from the other side.

 

Here is the message from the page with two of the IPs presented that we've been redirected to whenever making an attempt to web search. I've seen this posted a few times on this forum previously whilst we have not had much luck explaining the issue with technical support on the phone, so any help would be appreciated.

 

62.6.38.125 & 194.74.65.98

SERVICE INFORMATION

 
You have been connected to this page due to one of the following reasons. You must now shut down your internet browser and internet applications before attempting to reconnect. This may clear the issue immediately, if not then please select the appropriate action from list below.

•Your service provider is currently unable to accept your connection request, please wait and reattempt later or contact your service provider for more information.
Or

•You have attempted to access an invalid Service Provider domain, check your user details.
Or

•You are testing your connection using bt_test_user@startup_domain. Please proceed to next step as advised by your Service Provider
Or

•You are testing your connection to your service provider using bt_test_user@domain. where "domain" is your Service Provider domain name. Please proceed to next step as advised by your Service Provider.
Or

•The access circuit to your Service Provider is currently down. Your service should be resumed soon. Please try again later or contact your Service Provider


Page maintained by BTWholesale

 

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BT Expert
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Message 2 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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Hi @StrayS

 

Welcome to the community.

 

Have you configured your Asus VDSL compatible modem-router with the following settings: http://forumhelp.dyndns.info/hardware/TP_link/w9970/W9970_vdsl.html

 

If you don't use a valid user authentication for the PPP session you can get redirected to this page.

 

BT ExpertJamesC
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StrayS
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Message 3 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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Hi James-C,

The vdsl is configured with pppoe using the bthomehub user and password. I can see the dsl line active, 48Mb down 8Mb up, but consistent redirection to the above mentioned webpage.
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Distinguished Sage
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Message 4 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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The last ones I saw with that message needed mod help to fix it



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Distinguished Sage
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Message 5 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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Are you sure you are using bthomehub@btbroadband.com and not bthomehub@btinternet.com?

StrayS
Newbie
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Message 6 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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Hi Licquorice,

You were correct, we had been given @Broadband.com, not btbroadband.com. Such a simple one to get wrong, so annoying!!

Thank you so much!
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BT Expert
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Message 7 of 7

Re: New Router/Modem = Being redirected to a BT Wholesale Service Information Webpage

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@StrayS

 

Easy mistake to make. Glad you have it sorted now with the help of the community 🙂

BT ExpertJamesC
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