No internet connectivity - Webafrica

[Sig_ZA]

Hi

I have logged a ticket with WA, but no response yet.

My internet stopped working around 2pm yesterday, Thursday 30th.
I checked the WA network status page on their website and no issues are reported.

I have rebooted the frogfoot fibre box and router several times now and I still have no internet connection.

All four LEDs on the frogfoot box are on as well as the green LED earth ball on the Zyxel router.
The Zyxel earth ball light flashes from time to time like when there is internet activity.
I have no internet access from the PC connected to the router via a LAN cable or any devices connected to the router via WiFi.

I also made no changes to any settings on the router.

An app I downloaded on my phone says that there is no external IP address.

Edit, add router log file:
1 Jan 1 07:15:09 daemon err pppoe pppd: Unable to complete PPPoE Discovery
2 Jan 1 07:15:09 daemon warning pppoe pppd: Timeout waiting for PADO packets
3 Jan 1 07:08:15 daemon err dhcpd dnsmasq-dhcp: failed to read /etc/ethers: No such file or directory
4 Jan 1 07:08:15 daemon info dhcpd dnsmasq-dhcp: DHCP, IP range 192.168.1.2 -- 192.168.1.200, lease time 1d
5 Jan 1 07:08:14 daemon debug dhcpd dnsmasq-dhcp: sendLeaseMessageToESMD esmd ret=1
6 Jan 1 07:08:14 daemon debug dhcpd dnsmasq-dhcp: sendLeaseMessageToESMD send to esmd buf = {\"ac\":\"add\",\"expire\":\"104895\",\"mac\":\"xx:xx:xx:xx:39:88\",\"ip\":\"192.168.1.10\",\"host\":\"ROH1\",\"vendor\":\"MSFT 5.0\",\"moui\":\"*\",\"serial\":\"*\",\"pclass\":\"*\",\"cid\":\"xx:xx:xx:xx:xx:39:88\",\"ifname\":\"br0\"}

Any advice please?

 

[Sig_ZA]

I did not get a response to my WA ticket after 20 hours, so I contacted them over Whatsapp yesterday late afternoon. I got a response and about 2 hours later someone called. He was so out of his depth is was sad. His sole solution was for me to confirm/check my PPP username, which he asked me to do three times over the space of a 15 minute call. And just the username, not the password.
In a last desperate attempt, he asked me to try changing encapsulation from from PPPoE to IPoE; like this was ever going to work.
He has now escalated this to another WA team.

Anyone have any ideas?
This must surely be a WA network problem and nothing to do with my router or its configuration?

 

[TheMightyQuin]

It looks like an authentication issue on your account at their end.

They just have to reset your account probably.

Call them and WhatsApp them continuously the whole day until you get hold of someone that knows what to do.

When they give you these simple First Line instruction to test these stupid settings on your side, just tell them you've done it and the issue is on their side.

The fact that all the lights are on and Green, indicates that you are connected to the Internet, but your account is not working right, basically.

 

[Sig_ZA]

@MightyQuin Thanks for the motivational chat

It's hard for me to comprehend the level of uselessness of Web Africa.
Internet is still not working and I have been trying their Whatsapp thing constantly since 9:30 am and no one is responding.

So it's been down 48 hours now.

 

[Rocket-Boy]

A friend of mine has been down since before lockdown started WA have been about useless in resolving his issue.
I wouldnt hold your breath on getting decent assistance.

 

[blunt]

Tried your pppoe connection direct from your laptop/PC into the ONT?

AH uses DHCP on Frogfoot but after weeks of fighting with AH support about my parents line being unable to get an IP it ended up that Frogfoot had their profile cancelled on their end and the line needed to be reactivated (all lights on the ONT were on).. so perhaps ask them to check with FF. The one good thing about DHCP is that I could still set their router up on the last known IP config and it was able to go online

 

[Sig_ZA]

Tried your pppoe connection direct from your laptop/PC into the ONT?

AH uses DHCP on Frogfoot but after weeks of fighting with AH support about my parents line being unable to get an IP it ended up that Frogfoot had their profile cancelled on their end and the line needed to be reactivated (all lights on the ONT were on).. so perhaps ask them to check with FF. The one good thing about DHCP is that I could still set their router up on the last known IP config and it was able to go online

Thanks. This is worth a try. WA lists the last IP addresses that were assigned to me on their website.
I can enter one into the router, but when I set the router to static IP address, the router also needs a static DNS server address.
I have Googled and found some free ones, but how do I test?

The PPPoE direct from my PC is higher grade for me.

 

[blunt]

Thanks. This is worth a try. WA lists the last IP addresses that were assigned to me on their website.
I can enter one into the router, but when I set the router to static IP address, the router also needs a static DNS server address.
I have Googled and found some free ones, but how do I test?

The PPPoE direct from my PC is higher grade for me.

DHCP won't work if they use pppoe unfortunately. Testing from your laptop or PC is quite easy, just plug the lan from your ONT directly to your PC and set up a new dial up connection using the username and password of your Web Africa account, same as the old dial up modem days, it should dial and if it connects and you can browse then it's a router issue.

 

[blunt]

Thanks. This is worth a try. WA lists the last IP addresses that were assigned to me on their website.
I can enter one into the router, but when I set the router to static IP address, the router also needs a static DNS server address.
I have Googled and found some free ones, but how do I test?

The PPPoE direct from my PC is higher grade for me.

Assuming you're on win10

How to set up a PPPoE connection on Windows 8&10 | TP-Link Australia

How to set up a PPPoE connection on Windows 8&10

www.tp-link.com

 

[Sig_ZA]

DHCP won't work if they use pppoe unfortunately. Testing from your laptop or PC is quite easy, just plug the lan from your ONT directly to your PC and set up a new dial up connection using the username and password of your Web Africa account, same as the old dial up modem days, it should dial and if it connects and you can browse then it's a router issue.

Thanks!
So I have done this and my PC is now connected to the internet and all works.

But what does this mean??
I never changed any settings on my router prior to it loosing its internet connection.
Has something gone corrupt on the router?

 

[blunt]

Thanks!
So I have done this and my PC is now connected to the internet and all works.

But what does this mean??
I never changed any settings on my router prior to it loosing its internet connection.
Has something gone corrupt on the router?

Perhaps factory reset the router and set it up again.

If you used a different cable to connect your PC to your ONT then perhaps swap out the wan cable between the router and the ONT to that one - faulty cable? Do this before you try the factory reset of course..

 

[jvrs]

WA pushed config to your router and broke the pppoe settings, they have access to their provided xyzel routers remotely.....if you have not reset it to default.

 

[Sig_ZA]

WA pushed config to your router and broke the pppoe settings, they have access to their provided xyzel routers remotely.....if you have not reset it to default.

Thanks.
I have not reset the router to default, but trying to communicate and get support for WA is almost impossible, so I am considering doing a factory reset.

Would WA have remotely pushed down new firmware or just config settings?

If it's config settings then surely I can change and fix, but I have been through just about every setting and still not working, i.e. the green internet light on the router is on a flickers, but I have no IP address. This I can confirm by logging into the WA portal (using mobile data).

The cable is fine as I use the same one that comes from the ONT to swop between the PC and router.

 

[jvrs]

Thanks.
I have not reset the router to default, but trying to communicate and get support for WA is almost impossible, so I am considering doing a factory reset.

Would WA have remotely pushed down new firmware or just config settings?

If it's config settings then surely I can change and fix, but I have been through just about every setting and still not working, i.e. the green internet light on the router is on a flickers, but I have no IP address. This I can confirm by logging into the WA portal (using mobile data).

The cable is fine as I use the same one that comes from the ONT to swop between the PC and router.

Apparently just config, which in turn broke their own connectivity to support the router.
Helped a buddy of mine diagnose his connection he could not get support cancelled and moved his connection.

 

[Sig_ZA]

Apparently just config, which in turn broke their own connectivity to support the router.
Helped a buddy of mine diagnose his connection he could not get support cancelled and moved his connection.

But if it's the config, then surely it must be fixable when logging into the router?

While I was typing this I got a Whatsapp from WA. They are now telling me there has been a Frogfoot outage since Thursday and that the reason that there is nothing about it on their website is that there is some issue with the website too.

This is so sad, I'm laughing.

 

[jvrs]

But if it's the config, then surely it must be fixable when logging into the router?

While I was typing this I got a Whatsapp from WA. They are now telling me there has been a Frogfoot outage sine Thursday and that the reason that there is nothing about it on their website is that there is some issue with the website too.

This is so sad, I'm laughing.

Lol they said the same to my buddy on octotel.....

 

[Sig_ZA]

Well WA are cocking this up to a new level.

Tested this morning and not even the PPPoE direct connection to my PC works anymore.
Windows says connected, but there is no internet connection. All 4 lights on the ONT are green.
When plugging the LAN cable into the router, all its lights are also green.

 

[Sig_ZA]

So it continues. Eventually today WA wake up and I’m in regular contact with a techie. They are blaming Frogfoot. Who knows. I just know it been 5 days without internet and probably a few hundred WhatsApp to them. They have tried all kinds of things to resolve. Result, stil no connectivity.

 

[blunt]

Well WA are cocking this up to a new level.

Tested this morning and not even the PPPoE direct connection to my PC works anymore.
Windows says connected, but there is no internet connection. All 4 lights on the ONT are green.
When plugging the LAN cable into the router, all its lights are also green.

If PPPoE connects and you run command prompt and type ipconfig what does it show the details of the pppoe are?

 

[blunt]

So it continues. Eventually today WA wake up and I’m in regular contact with a techie. They are blaming Frogfoot. Who knows. I just know it been 5 days without internet and probably a few hundred WhatsApp to them. They have tried all kinds of things to resolve. Result, stil no connectivity.

If PPPoE connects and you run command prompt and type ipconfig what does it show the details of the pppoe are?

also try typing
tracert 1.1.1.1