FTTB service installed today. Solid DSL signal. No WAN connection. Logs showing DHCPC errors

[Caino]

Hi TPG Communities

I've just had TPG FTTB connected today after a fairly long wait (applied for service in June). Everything with regards to the technician went well. He was able to jump TPG Fiber to our apartment with no issues. 

However I was told there would be a 30 minute wait before the internet was connected. I was told this at 11am. It's now 9:30pm and three phone calls later I'm no closer to being connected.

Most of the phone calls dealt with authentication issues and modem issues. 

I thought to do some digging on the modem and I found the following log entries:

2018-10-13 21:19:56 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001ce7)]
2018-10-13 21:20:01 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001ce7)]
2018-10-13 21:20:11 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001ce7)]
2018-10-13 21:20:24 [3] PPP: ppp1 Timeout waiting for PADO packets
2018-10-13 21:20:24 [3] PPP: ppp1
2018-10-13 21:20:44 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001dbb)]
2018-10-13 21:20:49 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001dbb)]
2018-10-13 21:20:59 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00001dbb)]
2018-10-13 21:21:05 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2018-10-13 21:21:08 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2018-10-13 21:21:11 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
2018-10-13 21:21:16 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2018-10-13 21:21:19 [3] PPP: ppp1 Timeout waiting for PADO packets
2018-10-13 21:21:19 [3] PPP: ppp1
2018-10-13 21:21:19 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
2018-10-13 21:21:22 [5] DHCPC: Recv no OFFER, DHCP Service unavailable

Surely having no DHCP service is the primary issue. How would my modem communicate let alone authenticate with TPG with no network address. 

Can someone please assist me with this?

Thanks

[Joseph_D]

@Caino my apologies for the long wait in getting TPG's own FTTB service. Thank you for posting your query. Looking into the modem logs and case logs it appear that it would require thorough checking on the configuration.

The technical team handling your case has asked our network engineers to look into the details above. They will contact you directly as soon as they receive response.

Thank you.

[Caino]

Hi Joseph,

Thanks for your reply. I posted my case in the forum before I had an email address supplied to me by the engineering team and I wasn't sure where I could send the logs. I've managed to send the logs to them since. 

I've also heard from TPG Technical Support that the Networking team have resolved the issue and that internet is now connected. However I haven't been home yet to test this, I'll check it when I get in tonight.

Fingers crossed it all works out.

Many thanks,

Cain

[Erika]

Hi Caino,

That is what I see here as well. Please reset your modem or reconfigure them with your own credentials.

Let us know the result.

Cheers,

[Caino]

Thanks Erica.

I've applied the correct credentials and now everything is working. 

Thank you all for your help.

[Rica_R]

Hi @Caino,

Appreciate the update, glad to know that everything is working well after the setup. Should you require any further assistance, please let us know.