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I just got an email informing me that I'll be moved from PPPoE to DHCP with a deadline of 3rd Feb to making the appropriate changes to my (personal) router.
I went ahead and changed it to DHCP, and it won't connect.
Anyone else had this email, and this issue?
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Maybe you need to call them up to change before the deadline.
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I assume that can reconnect for now using PPPoE, or has all gone pete tong.
I don't know but is VLan required on WAN.
They have said to let them know if my router has VLAN 10 AND DHCP
Some of common VLan's are
101, 201, 911
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Register (or login) on our website and you will not see this ad.
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Yeah, working fine on PPPoE, but I'm assuming this will be turned off by the deadline.
The email specifies that no VLAN tagging is required.
After some googling it seems that ASUS routers (like mine) seem to have a hard time with WAN DHCP setups.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I'm emailed them, but not hopeful of a helpful reply!
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Little update. I tested with a laptop directly to the ONT, and it also doesn't get a DHCP address, so back to Hey!
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I had the same issue with no DHCP response from their end.
Hey "had to reset" something their end and all OK...
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I got the email. I made the change to my Draytek and rebooted. It connected first time.
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Looks like I'm unlucky then! What area are you in?
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I'm in their Gerrards Cross build area. Ironically their TP Link Archer router (in bridge mode) hung this morning and I had to reset it. Whilst it had an uptime of >6 months and was probably due a reboot, it was highly coincidental with their move to DHCP 24hrs prior.
I have noticed slightly lower latency though. Like 1ms lower.
Edited by nofappingway (Thu 09-Jan-25 11:40:12)
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I'm in the Wycombe area, so probably a local issue.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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After some googling it seems that ASUS routers (like mine) seem to have a hard time with WAN DHCP setups.
Not true, many people I know use ASUS routers on Virgin Media coax cable which is DHCP (with the VM box set for 'modem mode').
25 years of broadband connectivity since Sep 1999 trial - Live BQM
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I guess that's the problem with googling your issue, you're bound to see issues! 
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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To add insult to injury, PPPoE went down for me (CHAP authentication failed), and DHCP still isn't working.
I rang support who were about as useful as a chocolate teapot and could only "escalate" it.
Luckily it came back up after about 30 minutes, but my faith in HB is pretty much destroyed at this point.
Cityfibre have built down my street, and once it's live I'll be placing an order and going back to Zen.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
Edited by AndyPandy (Fri 10-Jan-25 11:11:45)
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I guess that's the problem with googling your issue, you're bound to see issues! Yep… all the US ISPs I’ve come across are mostly cable and DHCP. I’ve been using a variety of ASUS routers on my UK Virgin Media connection since 2019.
It is good to move away from PPPoE as it opens up a lot of other router options, as many of the open source PPPoE implementations have limited throughput issues.
25 years of broadband connectivity since Sep 1999 trial - Live BQM
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I'd been having the same issue as you, but I've tried it again this morning and it connected straight away, I'm using an Asus AXE-7800, location Hemel.
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Just tried it again this morning, but still not working. I have an RT-AC86U.
Interestingly it seems that my "static" IP has gone, and each time I connect on PPPoE I'm getting a different IP address.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Perhaps because you had a static IP organised, then you’ve fallen out of their workflow for the change from PPP to DHCP. Or they just haven’t tested it very well.
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If it makes any difference - I was looking on the Asus app on my phone and saw the DHCP option under the WAN setting, I selected it and seemingly absolutely nothing happened (I was expecting the internet to disconnect), so assumed it hadn't done anything.
Killed the app, reopened it and DHCP was still selected (there were no further settings for DHCP in the app).
When I later checked the full router settings page on a PC, WAN was now showing as 'Automatic IP', rather than PPPoE.
I've never had the static IP with Hey!Broadband though, so my setup does differ from yours.
I'd searched and seen various suggestions for VLAN settings, IPTV settings, enabling IPv6 etc, but I hadn't tried changing any of those, so my router was still identical to the PPPoE settings that were still working, and none of those settings seem to have changed since.
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Still not working here. I plugged a laptop directly into the ONT and ran Wireshark to capture packets and see what is going on.
The laptop is sending DHCP discover packets, but no DHCP server replies with an offer....then today they sent me a follow up email reminding me that I have less than a month to switch otherwise my connection will go down!
Absolute shambles!
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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Sorry to hear that Andy. Have you tried leaving constructive feedback on their Trustpilot page? I'm told Senior Managers keep an eye on that.....failing that you could email the CEO directly (Lourdes Saez).
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Post deleted by nofappingway
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I've just left a 1 star trustpilot review. Do you have an email address for Lourdes Saez?
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I'm in Wycombe also and had issues with moving across a couple of weeks ago.
I've just tried it again today and it has worked instantly.
Running a Draytek 2862 on firmware 3.9.8.1_BT
(Did a rapid firmware update to 3.9.9.8 for new security patches too).
Edited by W2APS (Mon 20-Jan-25 12:41:43)
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I just tried it again now and still not working. If they turn PPPoE off, there goes my connection.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I saw the response - usual platitudes. Give an email to the CEO a try.
If it's any consolation, my available bandwidth drops below 100Mb/s between 7pm and 8pm every evening at the moment :-/
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It looks like the 1 star review on Trustpilot worked.
I got a call from support and he asked for MAC addresses and Serial Numbers (ONT & Router). Asked me to try DHCP again, and amazing it not only connected, but I got my "static" IP back.
Back one the very first call I had with them about this, I asked if they were using MAC addresses for authentication, as how else would they know who I was, in order to give me my static IP.
So it looks like I've escaped with an internet connection. Terrible support though. I don't know why they can't just let you speak to their "seniors" in the first place.
Hey!Broadband 1Gb Fibre - Live BQM
Asus AC86U - Asuswrt Merlin
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I've just left a 1 star trustpilot review. Do you have an email address for Lourdes Saez?
Give her a wave on LinkedIn…
https://uk.linkedin.com/in/lourdessaez/es
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