Supersonic fibre settings for router

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johnnybfn

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Can someone please help me setup my Zyxel vmg3625-t20a fibre router supplied by Cybersonic? Long story short, I've been struggling for weeks now to get connected but it seem there is just one issue after the other. I finally received my router from them yesterday which was apparent pre-configured but after following the steps on the accompanying sheet of paper it wouldn't connect.
I then spoke with one of their tech support guys who guided me through resetting the router and manually inserting the setting.. Still not connecting.
Now they want to send out a technician to come sort it out which will probably only happen later this week or the next, I'm in Bloem and they have to send someone from Jhb because they don't have a base here.
 
johnnybfn said:
Can someone please help me setup my Zyxel vmg3625-t20a fibre router supplied by Cybersonic? Long story short, I've been struggling for weeks now to get connected but it seem there is just one issue after the other. I finally received my router from them yesterday which was apparent pre-configured but after following the steps on the accompanying sheet of paper it wouldn't connect.
I then spoke with one of their tech support guys who guided me through resetting the router and manually inserting the setting.. Still not connecting.
Now they want to send out a technician to come sort it out which will probably only happen later this week or the next, I'm in Bloem and they have to send someone from Jhb because they don't have a base here.
Click to expand...

What fibre network are you using?
 
Yes they did send me a username and password but it's still refusing to connect.. I have double and triple checked everything and I can't seem to figure out why this is happening. All the setting on the router seems to be correct.
 
johnnybfn said:
Yes they did send me a username and password but it's still refusing to connect.. I have double and triple checked everything and I can't seem to figure out why this is happening. All the setting on the router seems to be correct.
Click to expand...

Okay do you mind posting a screenshot of the wan settings in the router? Just blank your username and password out. If the settings is right might be a Frogfoot issue. Also with the Zyxel remember to delete some security certificates because once the router smells the internet the UI will be locked.
 
Here you go:
SCREENSHOT.jpg
 

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johnnybfn said:
Here you go:
Click to expand...


Everything looks good. Did you try and login to the supersonic website with that username and password? You should be able to login if the details are correct.

On my Zyxel with Openserve the VLAN setting is disabled. Did you try to disable that?
 
I had a look on their website but there doesn't seem to be anywhere to login?
Also tried disabling VLAN but still nothing..

A manager from supersonic contacted me today and said they would send one of their technicians out tomorrow morning.. They have been pretty helpful at least, I can't say the same about frogfoot. Whenever I tried making contact with frogfoot they would simply respond with "please log a fault with your ISP".
 
johnnybfn said:
I had a look on their website but there doesn't seem to be anywhere to login?
Also tried disabling VLAN but still nothing..

A manager from supersonic contacted me today and said they would send one of their technicians out tomorrow morning.. They have been pretty helpful at least, I can't say the same about frogfoot. Whenever I tried making contact with frogfoot they would simply respond with "please log a fault with your ISP".
Click to expand...

https://iz.supersonic.co.za/smartvillage/ you can log in there

Also you can try like @ s.claus said connect the ethernet cable directly to the ONT and dial the PPPoE from your PC or Laptop.
 
S.Claus said:
Maybe another device was connected resulting in the mac being locked in :)
Click to expand...

I don't think Frogfoot does that because authentication happens with PPPoE username and password and not DHCP like Vumatel trenched.
 
cavedog said:
https://iz.supersonic.co.za/smartvillage/ you can log in there

Also you can try like @ s.claus said connect the ethernet cable directly to the ONT and dial the PPPoE from your PC or Laptop.
Click to expand...

Thanks for the link. I can confirm that I am able to login there, so the problem isn't with my username and password.

I haven't tried connecting my pc directly, only the router.. I'll give it a try tomorrow if the technician doesn't show up.

I suspect that the problem lies with frogfoot, the contractor who installed my line told me there has been lots of issues in my neighbourhood with frogfoot's fibre lines.
 
Curiosity got the better of me and I tried connecting directly with my PlayStation but this also failed: "The attempt to obtain an IP address timed out".
 
johnnybfn said:
Curiosity got the better of me and I tried connecting directly with my PlayStation but this also failed: "The attempt to obtain an IP address timed out".
Click to expand...

You won't get an ip when connecting directly to the ONT you will need to select pppoe. So when you connect your ps4 directly to the ont in the ps4 setting select pppoe and enter the username and password provided by Supersonic.

Maybe it's just a frogfoot vlan issue that they need to fix.
 
cavedog said:
You won't get an ip when connecting directly to the ONT you will need to select pppoe. So when you connect your ps4 directly to the ont in the ps4 setting select pppoe and enter the username and password provided by Supersonic.
Click to expand...

That's what I did.
 
I notice you have PPPoE Passthrough enabled, try disabling that, save your settings and reboot.

PPPoE passthrough is normally used to put the router into bridging mode, which would then require you to run a PPPoE client on your PC to connect. Which isn't what you want.
 
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