No internet after upgrade to 250 plan with TP-Link Archer VR1600v & gfast bridge

[kingkoala]

Today the technician came & did setup. Got new Zyxel GFast GM4100-B0 bridge modemand connecting to ArcherVR1600v, the same one I was using for 100mbps FTTB plan.

Support advised I can still use the same Archer modem for the new plan. 

When I connect phone cable to gfast bridge modem, the two lights are solid.

When phone cable is plugged into dsl on Archer I get nothing.

I have an ethernet connected to LAN port 1 on the gfast directly to the WAN port of the Archer (the WAN light is solid on the Archer)

I have reset Archer & rebooted the gfast.

Have been on the phone with support to try and set new EWAN username and password, with no help.

I need access to the internet for work, could someone look at this urgently. 

[adib_rahmang]

Hey there,

We'll escalate your case from here. Can you send me a PM?

[kingkoala]

Hi,

I sent a PM and am still waiting for a response

[david64 · Accepted solution]

Hi @kingkoala . Phone cable goes from wall socket to phone port on Zyxel. Ethernet from Zxyel LAN port to VR1600 WAN port. Nothing in DSL port.
To configure VR1600: Advanced, Network, EWAN.
You need an interface name ewan_pppoe. If not there, you have to Add it. Complete it as in screenshot. Add your username and password. Your only option is whether to Enable or Disable VLAN ID. Try both. If the interface is there, check the settings.

[kingkoala]

Thanks @david64 for the response. 

I called TPG support again (been over 24 hours since last time I contacted support) and they put me straight to the 'escalated technical team' who finally helped to resolve the issue.

If anyone wants to save themselves 4 hours of phone waiting time across 3 days, follow the steps David mentions, except you may need to remove any PPPoE profiles that are already added by default, refresh, then add a new PPPoE proifle and (for me) I had to keep the VLAN option as Disabled

This issue is now resolve, next I need to upgrade from the old archer modem (it's yellowing and running hot). But that's separate to this.