Shell Energy FTTP with own router

Hi all

New user, so forgive me if this is the wrong subforum.

I've switched a line over to Shell Energy Broadband's FTTP service today. Their Sagemcom WiFi 6 Hub appears to be a decent bit of kit given the overall contract value, though it is quite large and surprisingly heavy.

Anyway, I've failed to get their service working on a Vigor 2865. Has anyone managed to get Shell FTTP working on a third party router?

I used the network login details from Shell (unique to the account), and followed the settings on their website - for FTTP, it's apparently just a case of 'PPP' and VLAN tagging being set to 'on'.

The login details appeared in the Sagemcom management page so I'm confident they're not the issue. It also showed PPP as the WAN addressing type, the mask as 255.255.255.255, the gateway as 81.1.113.26 and VLAN tagging as disabled. DNS seemed to have the standard TalkTalk IPs.

When questioned if the instructions on their website only related to FTTC, not FTTP, their support team insisted that the details are relevant to both.

I've set up 20-30 Drayteks and have never had an issue like this. I know Shell use TalkTalk Wholesale so I did try using DHCP, but that wouldn't work either (both the standard method and the username/password authentication option). Also tried both PPPoE and DHCP with and without VLAN tagging (101).

Can anyone suggest anything else to try?

Many thanks.

Edited by oxstu (Wed 25-Oct-23 21:28:07)

Have you looked at the use own router page on the shell website

Where it says:

In reference to help.shellenergy.co.uk/hc/en-us/articles/360001044438-What-if-I-wan...:

If you’re on one of our fibre packages:
Set connection type to PPPoE
Leave all settings as default except enable 802.1Q and set VLAN tag to 101

Which sounds different to what you have done....

Hi,

Yes, as I said in my OP, I followed the settings on the website. They wouldn't work, and their telephone support couldn't shed any light..

Thanks

You won't need the VLAN tag on FTTP, that was an FTTC thing and only when using a third-party combo modem/router - the Huawei modems took care of the tag, and if you were using a standalone DrayTek modem that also came out of the box with the VLAN set properly, as long as you were buying UK stock.

Presumably this is cityfibre. You will need VLAN tagging using tag 911

In reply to a post by jpm:

You won't need the VLAN tag on FTTP, that was an FTTC thing and only when using a third-party combo modem/router - the Huawei modems took care of the tag, and if you were using a standalone DrayTek modem that also came out of the box with the VLAN set properly, as long as you were buying UK stock.

In reply to a post by wiggsc00:

Presumably this is cityfibre. You will need VLAN tagging using tag 911

Thanks both - I didn't think their VLAN suggestion was correct for FTTP. Disabling it sadly didn't make any difference.

Apologies, but should have said it's an Openreach connection.

As it is an Openreach connection no VLAN tag is not needed
As for settings you need to use PPPoE and enter the username and password nothing else

Thanks
Dan

Apologies for asking such a basic question, but does the service work correctly on the Shell provided router?

Regards,

Alwyn

Thanks all, for the suggestions.

I called Shell today before going back over to the site. I explained the issue and they straight away said that 3rd party routers would only work after the order had completed. So, I followed the same process as my first attempt and it worked straight away... Wished they'd have mentioned it when I first called, but never mind.

For future reference and others with a similar issue: wait until the order is marked as complete on Openreach's systems. This is usually next day but for me, was the day after that. You should receive an automated 'You can now start using your...service' email from Shell, which is presumably triggered by the change in the order status.

As others have said, you just need to select PPPoE and enter the username and password as provided by Shell (or access these in the Shell router settings). DNS of your choice and no VLAN tagging.

I've never seen this behaviour before (having mainly dealt with business connections or BTW-based FTTP) but I'm sure others have. Is it something specific to TalkTalk Wholesale FTTP?

Good news and glad you got it sorted. Persistence paid off in the end. If I ever move to an openreach fibre connection that will be useful to know. Cityfibre for me via Zen and unlikely to change unless openreach dramatically drop their prices.

Thanks for the update, its nice to see a resolution for you and also for this thread. People who search for shell fttp or full fibre broadband issue will now see the solution for that issue.

I had assumed from your post that the service was live and working with the Shell-provided router so it's good to have this clarified.

Hi Yesterday I got the user name and password over the phone but I think I might have taken the user name down wrong. Is the user name your telephone number then @first;utility.com

The use of a semi colon ; seems strange to me.

Today I have asked them to confirm user name but thought I would ask the above on this site.

if you have access to the original shell router it should be on there mine is under internet connections and is the number followed by @first-utility.com

hope that helps

Thank you. The Shell energy router has a label over the original network name and password/key.

Will peel it off later to see what is under the sticky label. Meanwhile Shell energy has confirmed your Network Name format with a - and not a ; . Either I took it down wrong or the first person got confused. Still not got Internet access yet. I guess I need to go back to the beginning and make sure I have not changed anything important while trying to get the job done with the wrong name.

In reply to a post by Bill1952:

Thank you. The Shell energy router has a label over the original network name and password/key.

I think he means in the router's settings.