Afrihost authentication / connection problem

[zedwunare]

@AfriNatic

Hi

Everything *was* working fine but I had to reset the Huawei WS5200 router to factory defaults.

After resetting the router to factory defaults, the device defaulted to [email protected] settings in PPPoE (this is on an Openserve line) which allows the router to "connect" but does not allow clients/hosts connected to it to browse. While using "[email protected]" I am able to ping 8.8.8.8 but unable to browse. Obviously this is all in order so far and I understand why "[email protected]" isn't an internet account.

At this point, I go to the "Broadband Account" page and enter the account name from the Client Zone.. I have clicked on "reset password" in Client Zone and put the new password in - but the device will not connect to the internet.

I do understand that after changing the password one needs to wait for the change to propogate - twice I have changed the password and waited more than half an hour - regularly clicking on the "reconnect" button in the "Connect to the Internet" settings page on the WS5200 without any luck.

I have spent an EXTENSIVE amount of time on Whatsapp chat but am not getting anywhere in terms of solving this problem.

Can someone help please?

Regards,
Peter

 

[AfriNatic]

@AfriNatic

Hi

Everything *was* working fine but I had to reset the Huawei WS5200 router to factory defaults.

After resetting the router to factory defaults, the device defaulted to [email protected] settings in PPPoE (this is on an Openserve line) which allows the router to "connect" but does not allow clients/hosts connected to it to browse. While using "[email protected]" I am able to ping 8.8.8.8 but unable to browse. Obviously this is all in order so far and I understand why "[email protected]" isn't an internet account.

At this point, I go to the "Broadband Account" page and enter the account name from the Client Zone.. I have clicked on "reset password" in Client Zone and put the new password in - but the device will not connect to the internet.

I do understand that after changing the password one needs to wait for the change to propogate - twice I have changed the password and waited more than half an hour - regularly clicking on the "reconnect" button in the "Connect to the Internet" settings page on the WS5200 without any luck.

I have spent an EXTENSIVE amount of time on Whatsapp chat but am not getting anywhere in terms of solving this problem.

Can someone help please?

Regards,
Peter

Hi,

Thank you for reaching out.

guest@afrihost is not the username.

Your pppoe username is unique and you can locate that in clientzone next to the speed indicator for example




That will be the username and then the password is what you get when you reset under access details.

Please drop me a pm with your email address so I can have a look to make sure everything is in order.

 

[zedwunare]

Yeah I think we're talking past each other. I'm explaining that when the device defaults to [email protected] it is able to 'connect' in the sense it gets a WAN IP and is showing 'connected' in it's status. I was using this to demonstrate that the problem was unlikely to be an Openserve issue.

If you had read this more carefully, the problem I was facing was that when entering the account name and password that I get off Client Zone, the router was unable to connect using those credentials.

Fortunately around an hour after one of your WhatsApp support members changed the password, it was somehow able to connect and start working again. I suspect that there was a great deal of lag in the password reset system which led to frustrations when changing the password and an assumption that you had some sort of authentication issue on your side.

Once more, to be super duper clear - it was previously unable to connect when using the correct username and password sourced from the Client Zone but this somehow resolved itself.

 

[AfriNatic]

Yeah I think we're talking past each other. I'm explaining that when the device defaults to [email protected] it is able to 'connect' in the sense it gets a WAN IP and is showing 'connected' in it's status. I was using this to demonstrate that the problem was unlikely to be an Openserve issue.

If you had read this more carefully, the problem I was facing was that when entering the account name and password that I get off Client Zone, the router was unable to connect using those credentials.

Fortunately around an hour after one of your WhatsApp support members changed the password, it was somehow able to connect and start working again. I suspect that there was a great deal of lag in the password reset system which led to frustrations when changing the password and an assumption that you had some sort of authentication issue on your side.

Once more, to be super duper clear - it was previously unable to connect when using the correct username and password sourced from the Client Zone but this somehow resolved itself.

Apologies.

There has been a delay for the password to be updated to the radius server. We have seen this issue for the last few days.