Airtel BB not obtaining an IP address.

[nishantt6969]

The story is long, trying to be as short as possible. I was using Huawei ONT(which I got from my previous airtel bb connection) with new airtel BB connection by changing the serial number of huawei ont's to dragonpath ont(which I got from the new connection). Both the onts used to work fine and I was on static IP enjoying free internet somehow, then remove static IP and recharged my connection and was peacefully using pppoe. My dragonpath ont was having an issue of optical power fluctuation so I called airtel, asked them to change my ont, the day they came, I was using huawei ont(which has serial number of dragonpath ont) and I removed fiber cable from huawei and put it to the dragnpath so that airtel guys dont be sus of me using old ont and shit. That very moment internet was not working on dragonpath ont(idk why, it used to work just fine) but yet they replaced the ont and did take pictures of routers serial number and they gave me sercomm ont. Now, sercomm ont was not getting access to internet, on the first reboot after factory reset, it used to get an IP address and the gateway server was different than usual, but internet was not still accessible. They tried rebooting, resetting many times yet nothing worked. Then today, they again changed my ont to zte one and the same issue, but on this ont, it is not obtaining a wan ip address even on first boot, it just shows pppoe authentication failed. Airtel engineer from gurgaon backend team tried things remotely, but could not get to the point. I kept asking local engineers to let me talk to the main engineer of our city so that I can tell him that sercomm was connecting to different gateway server. Im completely fed up of this, can you guys spot the point of damage which is causing all this?
@Chip @Lolita_Magnum @havoc @igloo guys please put your opinions down. Thank you.

 

[Chip]

@nishantt6969 Has the new router's serial number and MAC been registered with their backend server? Not sure how it works in your city but here they have to register both pieces of info before the system recognizes i.e. authorises the router and then it can perform PPPoE authentication.

The guy also takes a pic of the factory fitted sticker/label at the back for the records.

 

[nishantt6969]

they do it on some app, by scanning the qr code behind router. I dont think it has to be done manually. But I was constantly telling them that router is not registered with OLT. But the pon page shows router to be registered with ACS server as well as OLT. It even shows OLT name, ALCATEL Nokia.

 

[Chip]

Yes they do it via an app. If router has been changed registration of old one has to be removed and info of new unit inputted.

 

[nishantt6969]

They did that, right infront if my eyes.

 

[Chip]

Tell them to double check if the regn. info is correct. And also ask them to reset your PPPoE password. It can be sent by SMS to your mobile.

PS - one more thing, a gateway only comes into play after the connection is established. No authenticated connection means a gateway won't be assigned.

 

[nishantt6969]

PPPoE password can be changed? How can I do? Its usually the account number, no?

 

[Lolita_Magnum]

Yes account number is PPPoE password also check PPPoE logs if you see any errors.

 

[nishantt6969]

on zte theres no logs bro

 

[Chip]

@nishantt6969 yes it's the account no....my bad i mixed it with TPBB which sends a password via SMS. Just tell them to re-input the info correctly and check if it works.