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PPPoE Problem with Router


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#1 kerryboy

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Posted 28 March 2011 - 12:30 AM

Hi Everyone,

Just wondering if anyone can help me with a problem I am having with my wireless router. I have a fibre optic box which delivers telephone, internet and cable to our apartment. To access the internet through this box when connecting my laptop directly to the box I have to create a dial connection using PPPoE with a username and password. When I connect to the internet in this way everything works fine.

I have a Sitecom WL-153 wireless router which I had connected to the fibre optic box to provide wireless. When I was setting up the wireless router I inputted my username and password into the router and then connected the router to the fibre optic box. This worked for around 6 months without any problem. On Thursday the router's connection to the internet just stopped working. I can connect laptops to the wireless network created by the router but the router cannot then connect to the internet. When I connect my laptop to the fibre optic box the internet connection works fine.

When I go into the wireless router's control panel it tells me that the PPPoE is disconnected (or something similar). Here is what I have tried so far and none of it has works so any suggestions would be appreciated.

- Connected laptop directly to fibre optic box and internet worked fine
- Reran the router setup wizard and put in the username and password details again without any success
- Reset router (both hard and soft reset)without success
- Updated firmware on router without success
- Removed all encrytpion on router/wireless network without success
- Deleted network connection from laptop and reconnected without success
- Rang router manufacturer customer support and confirmed settings of router were correct
- Rang ISP and asked them if they had chagned any settings (they said they didn't)

I have three laptops on the wireless network one runnign xp, one running vista basic and one running vista home premium. None of them can get the router to connect to the internet.

As a short term solution I am thinking of trying to share the internet connection over the wireless network using the xp computer as a hub but am having difficulties setting up the network. Any advice on how to set this up would be appreciated as well.

Thanks in advance

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#2 etaf

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Posted 28 March 2011 - 04:26 AM

sounds like the router has gone bad

when you connect to the modem directly - do an ipconfig /all
then when you connect to the router have a look at the router status page and see if it gets simular information from the modem - see page 18 of the user manual
full user manual
http://www.sitecom.com/download/2401/WL-153-Wireless-Broadband-Router-FM-English.pdf

also whats the status of all the lights on the router

have you carried out a complete powercycle - you may also need to disconnect the optic cable from the modem (I have had to do that on one occasion )

support site
http://www.sitecom.com/support-product/productid/510
full user manual
http://www.sitecom.com/download/2401/WL-153-Wireless-Broadband-Router-FM-English.pdf



------------------------------------------------------------------------

How to power cycle

“power cycle” process to reboot or reset the modem/router
  • Switch off all the devices modem, router and computers also unplug their power cables.
  • Wait at least 30 seconds.
  • Plug the power cords back in, but don’t switch them on.
  • First turn on the modem and then wait for a few minutes for it to settle and all the lights to become stable.
  • Next switch on the router (if a seperate device ) and then wait for a few minutes for it to settle and all the lights to become stable.
  • Now turn on your computer, You should now be able to access the Internet.
------------------------------------------------------------------------



------------------------------------------------------------------------
ipconfig /all
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here

We would like to see the results from ipconfig /all post back the results in a reply here

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results to notepad and then automatically open notepad.

Now all you need to do is copy and paste those results to a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will be highlighted
Next
From the notepad menu - choose Edit - Copy
Now go back to the forum - reply and then right click in the reply box and paste
------------------------------------------------------------------------
ETAF

#3 kerryboy

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Posted 29 March 2011 - 12:59 PM

Thanks for the response. I had tried cycling the power but had forgotten to include it in the list. I think the router may be the problem but just wanted to be sure before I threw it out.

I tried what you suggested and the results are below. On the router the power light is constant, the WAN light is orange and flickers in no set pattern and the modem light comes on when I connect it to the fibre optic box.

When I go into the router control panel it tells me the PPPoE is disconnected and gives a 0.0.0.0 gateway.

I took screen shots of the router control panel but have not been able to attached them. I can pm/email them to you if you think it is worth it.

When I connected directly to the fibre optic box with the laptop this is what I got when I ran the ipconfig

Windows IP Configuration

Host Name . . . . . . . . . . . . : Colm
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

PPP adapter Broadband Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Broadband Connection
Physical Address. . . . . . . . . :
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 92.99.36.217(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.255
Default Gateway . . . . . . . . . : 0.0.0.0
DNS Servers . . . . . . . . . . . : 213.42.20.20
195.229.241.222
NetBIOS over Tcpip. . . . . . . . : Disabled

Wireless LAN adapter Wireless Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Dell Wireless 1395 WLAN Mini-Card
Physical Address. . . . . . . . . : 00-16-44-C7-A2-4A
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Marvell Yukon 88E8040 PCI-E Fast Ethernet Controller
Physical Address. . . . . . . . . : 00-1D-09-5C-69-30
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::90a5:4b42:75ad:c4d6%10(Preferred)
Autoconfiguration IPv4 Address. . : 169.254.196.214(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.0.0
Default Gateway . . . . . . . . . :
DHCPv6 IAID . . . . . . . . . . . : 251665673
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0F-FD-91-B2-00-1D-09-5C-69-30
DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
fec0:0:0:ffff::2%1
fec0:0:0:ffff::3%1
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter Local Area Connection* 12:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 6:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : isatap.{B1B729C0-8D38-4505-A0F6-8F4D98ACF483}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 13:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2002:5c63:24d9::5c63:24d9(Preferred)
Default Gateway . . . . . . . . . : 2002:c058:6301::c058:6301
DNS Servers . . . . . . . . . . . : 213.42.20.20
195.229.241.222
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter Local Area Connection* 14:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 02-00-54-55-4E-01
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes







When I connected the fibre optic box to the router and connected to the router via wireless this is what I got when I ran ipconfig

Windows IP Configuration

Host Name . . . . . . . . . . . . : Colm
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Bluetooth Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
Physical Address. . . . . . . . . : 00-1F-E1-E0-C8-68
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Dell Wireless 1395 WLAN Mini-Card
Physical Address. . . . . . . . . : 00-16-44-C7-A2-4A
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::4ded:e6:eaff:6ff5%11(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.100(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 29 March 2011 21:41:57
Lease Expires . . . . . . . . . . : 19 January 2038 07:14:06
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 201332292
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0F-FD-91-B2-00-1D-09-5C-69-30
DNS Servers . . . . . . . . . . . : 192.168.0.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Marvell Yukon 88E8040 PCI-E Fast Ethernet Controller
Physical Address. . . . . . . . . : 00-1D-09-5C-69-30
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 12:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 6:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : isatap.{B1B729C0-8D38-4505-A0F6-8F4D98ACF483}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 14:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 02-00-54-55-4E-01
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

#4 etaf

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Posted 29 March 2011 - 01:06 PM

looks OK - can you log into the router and see the status page on the router and if its getting an ip = like you first IPconfig /all IPv4 Address. . . . . . . . . . . : 92.99.36.217(Preferred)

for images here - have a read http://www.bleepingcomputer.com/forums/topic14738.html
ETAF

#5 kerryboy

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Posted 31 March 2011 - 04:10 AM

Under the internet tab it says PPPoe disconnected and doesn't give an ip address.

Screenshot here:

http://i1142.photobucket.com/albums/n616/kerryboy/Network1.jpg



Under the DHCP tab it gives a different ip address which is the one I use to log onto the router.

Screenshot here:

http://i1142.photobucket.com/albums/n616/kerryboy/Network2.jpg



Under the device tab it gives the same ip address as the one I use to log onto the router.

Screenshot here:

http://i1142.photobucket.com/albums/n616/kerryboy/Network3.jpg



I haven't changed any of the setings on the lan tab.

Screenshot here:

http://i1142.photobucket.com/albums/n616/kerryboy/Network4.jpg

#6 etaf

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Posted 31 March 2011 - 04:36 AM

To access the internet through this box when connecting my laptop directly to the box I have to create a dial connection using PPPoE with a username and password

you need to also set up that information in the router after any reset

did you do a full powercycle when you connected the modem to the router

I wonder if the ISP is using any MAC ID to allow access
did you have to clone any MAC id into the router when first setup ?

Edited by etaf, 31 March 2011 - 05:26 AM.

ETAF

#7 kerryboy

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Posted 31 March 2011 - 09:36 AM

When I reset the router I ran the setup wizard and put in the required information but that didn't work or solve the problem.

I have cycled the power a few times by this stage but it is still not working.

I didn't have to do anything out of the ordinary to set the router up initially, all I had to do was put in the username and password and it worked perfectly. When I rang the ISP and they said they haven't changed anything.

#8 etaf

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Posted 31 March 2011 - 09:47 AM

i think the router must be faulty - as you originally posted - if you have entered all the details and also factory reset , i cant think of much else , except sometimes if you take the power off for a few hours it can burst back into life for a short period
ETAF

#9 kerryboy

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Posted 03 April 2011 - 04:04 AM

I was beginning to think that the router must be faulty too but this weekend I bought a new router and when I put in all the details I had the same problem, it said PPPoE disconnected. I rang the ISP but since I didn't buy it from them (they were out of stock) they cant/wont provide support, again they swore they have not changed any settings and the settings I put into the router work fine when I use them on my laptop. I am really confused now??? I have asked them to reset my fibre optic box but they said they cant and all they can do is refresh it.

#10 etaf

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Posted 03 April 2011 - 04:08 AM

OK - lets start again with the new BOX
whats the make and model of the router
and whats the make and model of the cable modem - or is it a set top box

i wonder if they use MAC cloning for the connection
whos the ISP - they should have all the settings on the website
ETAF

#11 kerryboy

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Posted 05 April 2011 - 12:49 AM

Brought the other router back to the shop to get a refund. Then gave up (caved in) and bought one of the routers that the ISP supplies as I figured that if nothing else at least in future I will have customer support from them. Pluged it in, entered my details and guess what it worked no problem. Would it be possible for the ISP to change their settings so that only their routers were able to log on?

PS Thanks for all the assistance

#12 etaf

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Posted 05 April 2011 - 04:02 AM

Would it be possible for the ISP to change their settings so that only their routers were able to log on?

no I would not think so - all they could do was set up the firmware so the configuration is all setup correctly

i suspect it may have been a faulty router or configuration somewhere - more likely faulty router
ETAF




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