How did you get them to give you an ONT instead of their modem/router? Just ask on the day?

Do they just drill a hole in the wall an pass the fibre through it?

My install is tomorrow (hopefully), so want to be prepared.

Email [email protected] and ask them to put a note on the job for the engineer to install a bridge unit.

It may not work instantly as it needs their support/techs to turn on bridge mode remotely. You'll get an email from them once activated with a subject "Bridge Mode Activated" containing your PPPoE user/pass.

Yes, they put a smallish HeyBroadband-branded plate inside your house. The engineers we had were brilliant.

Brilliant, thanks mate. I've just pinged them an email now.

Hi, I’ve just got heybroadband installed but I’m finding their Altran router range is fairly weak. Is that why you’re using your own router?

No, it’s because I self-host….but ISP provided stuff is generally lacking so you may want to look at your own setup to solve WiFi coverage challenges in your home.

Hi, I am sorry to trouble you during the holidays, but I am quite desperate. I got Hey Broadband couple of months ago, but have been having issues all the time. Finally decided to go the own equipment route like yourself. It got installed couple of days ago. The engineer gave me the PPPoE user name and password, but despite trying all options on two routers - no luck at all. And as expected het support is not there when I need them! Could you please help? Are there any other settings for the PPPoE connection and do you know how to log in into the ONT interface as I have a feeling that the issue may be there?

Any guidance will be much appreciated.

Thanks!

Hi, I just put in the username and password and it worked off the bat. That was on my old FritzBox. I upgraded to an Asus AC-86U, and same thing, just put in the username and password.

Assuming they switched your Hey router for an ONT, they may not have commissioned the ONT properly.

Does it have all 3 lights lit up solid green?

You might them on hand to do a password reset or flush the password cache on their BRAS.

Don’t do this over Crimbo. Have. Drink instead. 🍷🥃

🎄🎄🎄

Hi,

Thanks for the reply.

I would not be surprised if the ONT is not configured correctly.
Tier 2 were not very helpful to the engineer that came round it was his first time...
I requested all settings, but it is 2 business dates turnaround!
Burning through my backup mobile connection. Tempted to get all unlimited mobile data and use them untill Swish finaly pulled their finger ... and come round. Getting similar speeds any way, but not real IP...
Any idea how to enter the ONT interface?
Well.. no point getting my knickers in further twist - the boss is not impressed when I mentioned that we will need to ration the internet a bit..
Enjoy the holidays!

I think the ONT is locked down, much like the routers are. Probably only configurable remotely by Hey.