In reply to a post by j0hn83:

It hasn't been a week since installation. You need to give Zen time to get this resolved.

I would be willing to patiently await resolution if Zen were giving me hope that this is fixable within a reasonable time frame. Instead their whole attitude has been one full of extreme ambiguity and uncertainty.

Edited by kam67 (Tue 06-Dec-22 12:55:02)

Fair enough. I found it useful to use a laptop to try and log in, as that gave a bit more detail that the router, and seemed to show actual authentication failures where the username / password was being rejected.

I also found by searching around some details of some old BT test accounts that I could actually log into and end up on some weird BT test network.

Not that any of that will really tell you much. As others have suggested, there are a whole class of faults you could imagine that might be quite hard to figure out involving your connection not actually being what is arriving at your house...

I have been using a windows laptop connected to the Fritzbox (which is obviously connected in turn to the ONT via ethernet). As expected it consistently fails the internet test - stating that the ISP is refusing PPoE packets.

We have just bought the house - which makes this apparently fatal flaw all the more upsetting. To my partner’s horror, I have even contemplated selling the house, so hopeless has the broadband situation been.

Do you have wired ethernet on your laptop?
If so, I'm surprised Zen haven't suggested to you to try to connect to the ONT directly with the Windows laptop and set up a PPPoE connection from the Windows Dialup stuff.

PS I shouldn't stress so much over it, this isn't going to be unsolvable. Moving house is stressful enough I know, but this will get resolved. In most areas if this is causing a big problem you could always pick up a cheap mobile hotspot + SIM to tide you over for a few days, maybe see if Zen will help out with the cost.

Edited by jimbof (Tue 06-Dec-22 13:59:20)

Thanks again for your help jimbof (and everyone else who is kindly providing ongoing support on this thread).

Someone (sorry forget if it was you or someone else in this thread) previously has suggested plugging in the laptop to the ONT. How do you set up a PPoE connection via Windows Dial Up? It’s been so many years since I last tried that, that I have forgotten.

+1.

But reading between the lines (and perhaps not given the “open letter” diatribe to Aquiss) respectfully I think the OP needs to step away from this for at least 48 hours…for the sake of their own mental well-being! 😎

This is a broadband connection. They go wrong. Activations and migrations [censored] up. I won’t into launch my own six-month long saga getting a relatively straightforward new circuit installed.

If anything, if the OP can’t leave this be, then devote one’s energy to a workable backup internet solution. FTTP is not infallible.

The following is a concise guide. There's not much to it.
https://www.tp-link.com/uk/support/faq/921/
Actually I think the above might be out of date post one of the recent W10 updates. The following video should help:
https://www.youtube.com/watch?v=r_8qdB_KNHY

I'd definitely consider spending some of the energy just getting an alternative connection setup though if the unavailability of internet is a big problem. If you get good mobile signal, it might only cost you a month's service or so.

Edited by jimbof (Tue 06-Dec-22 14:27:45)

In reply to a post by kam67:

We have just bought the house - which makes this apparently fatal flaw all the more upsetting. To my partner’s horror, I have even contemplated selling the house, so hopeless has the broadband situation been.

This isn't a productive line of thinking. Take a break from things for a few days, turn on your mobile hotspot.

Remember you are owed compensation for every day past the install date that Zen are unable to get your service working:
https://www.zen.co.uk/help-support/auto-compensation...

Appreciate your level headed think, jpm. And of course you are right. Just as a matter of interest, which mobile routers/devices would you recommend?

Yes - and of course you are right ,Pheasant: I’m in danger of getting too obsessive and heated about all of this. After all, it is only broadband. Hard to see the wood for the trees sometimes…

Edited by kam67 (Wed 07-Dec-22 01:19:52)