Fiber activation required after changing routers

[JakkiePlakkie]

@AfriNatic , can you please help

Each time I connect a different router to the ONT, or connect my laptop directly to the ONT, I lose internet connection.
I then have to activate my fiber line again before I can connect to the internet again.
I also don't always get the activation screen popping up, and have to restart laptop/router/ont based on a trial and error basis.

Saturday I struggled for 5 hours to get my fiber line active again, after Support requested me to connect directly to my ONT for tests.
I first chatted for an hour on WhatsApp with your Call Centre (Pinky L), but no resolution.
I asked to have a manager phone me, but was told there are no available managers.
I then chatted via telephone call with Josee B for 2 hours, during which the fiber line was active for 10 mins, went down again, and then Josee had to leave, line still down.
I then tried on my own restarting laptop/router/ont/switching between router and ont, and finally got the activation screen, managing to get the fiber line active again.

Surely it shouldn't be such a battle to get the fiber line active each time?
Why do I need to activate the line each time I change router/connect to ont?
Is this standard practice of having to verify fiber line each time?

 

[Soul Assassin]

It's because it gets linked to the MAC address of the router, new router new MAC address.

Some routers allow you to clone or set a MAC address that way you can just copy the one you know works and just paste and apply it onto the router and it should work without any of the extra steps.

 

[AfriNatic]

@AfriNatic , can you please help

Each time I connect a different router to the ONT, or connect my laptop directly to the ONT, I lose internet connection.
I then have to activate my fiber line again before I can connect to the internet again.
I also don't always get the activation screen popping up, and have to restart laptop/router/ont based on a trial and error basis.

Saturday I struggled for 5 hours to get my fiber line active again, after Support requested me to connect directly to my ONT for tests.
I first chatted for an hour on WhatsApp with your Call Centre (Pinky L), but no resolution.
I asked to have a manager phone me, but was told there are no available managers.
I then chatted via telephone call with Josee B for 2 hours, during which the fiber line was active for 10 mins, went down again, and then Josee had to leave, line still down.
I then tried on my own restarting laptop/router/ont/switching between router and ont, and finally got the activation screen, managing to get the fiber line active again.

Surely it shouldn't be such a battle to get the fiber line active each time?
Why do I need to activate the line each time I change router/connect to ont?
Is this standard practice of having to verify fiber line each time?

We map routers to users via a walled garden (activation page) because with DHCP the only info we have is your device mac address. We don't know who you are on the network if the mac address is not mapped to a subscriber. We only allow 1 mac address pre fibre account so if you change routers and activate on the new router we remove the old mac address and once you change again we don't know who that mac is so the activation page is presented again for you to identify yourself on the network.

 

[beebee123]

With a pppoe connection with some other ISP's you can change your router without activation