topic Re: BYO Modem Settings - PPPoE username/password settings in Modems & Hardware

BYO Modem Settings - PPPoE username/password settings

FrankS — Fri, 28 Oct 2022 03:29:57 GMT

Hi Team,

As a new customer, I am trying to connect the BYO modem to AGL NBN internet service. Can you please let me know how to fill in the Username and Password in my Modem? Thanks

Re: BYO Modem Settings

David_AGL — Wed, 27 Jul 2022 00:31:20 GMT

Hi @FrankS ,

You'll find specific details for setting up your own device on the Set Up Your Own Device help page.

Re: BYO Modem Settings

FrankS — Tue, 26 Jul 2022 11:33:38 GMT

Hi David

I did not receive the Welcome email, can you please resent it to me?

I did wait a few hours to have a chance to talk with AGL technical team, he told me the user name and password both are AGL account number, however, I am not so lucky to connect my internet. I will spend another hour calling them tomorrow.

Re: BYO Modem Settings

FrankS — Wed, 27 Jul 2022 00:19:11 GMT

Confirmed, the pppoe username and password are AGL Account Number. The internet is connected.

Re: BYO Modem Settings

David_AGL — Wed, 27 Jul 2022 00:25:43 GMT

Fantastic, thanks for confirming.

Re: BYO Modem Settings

Zia — Mon, 29 Aug 2022 12:34:24 GMT

Thank you David. After guessing my email address, account number without "acc", I figured out the mystery.

I am sorry AGL but your Internet set up support is horrible. Instead of your useless pages, it would have helped a lot if you could just write use your account number in lower case and in full. I have not received any instructions for BYO modem settings and finally found this thread. The funny thing is that I have received my bill before my Internet. This is not nice and I am very annoyed. 😞

Re: BYO Modem Settings

David_AGL — Tue, 30 Aug 2022 07:17:28 GMT

Hi @Zia - agreed, this should absolutely be in the instructions, and I put in a request to update those Help pages after the original post here. I don't think the change has gone through yet, but it should be on the way. Sorry you had this trouble!

Re: BYO Modem Settings

Gazzahh — Tue, 06 Sep 2022 12:54:39 GMT

Hi Zia,

How long did you waited till your lower case account number worked, after receiving AGL's SMS of your NBN connection has been completed?

I got the SMS at 8pm and now it's 10:53pm. Tried a couple of times and still doesn't work at all. (I was transferred from TPG)

Cheers

Re: BYO Modem Settings

BrettBW — Wed, 07 Sep 2022 13:40:24 GMT

THIS IS NOT SOLVED.

I got the text 3 hours ago and have tried every combination listed below and still no luck. Please reply with exactly the PPOE settings for username and password should be!

Re: BYO Modem Settings

Izzy1980 — Tue, 20 Sep 2022 11:09:52 GMT

Did this ever get solved? I have the same issue. Using my own modem and scratching my head at what username and password to use for PPPoE settings?
username: account number? (Just the digits?)

password: account number again?

Re: BYO Modem Settings

Gazzahh — Tue, 20 Sep 2022 12:50:34 GMT

Both username and password are your account number. The whole thing. Not just digits. All in capital letters

Re: BYO Modem Settings

Izzy1980 — Tue, 20 Sep 2022 21:00:59 GMT

Thank you for your reply! I actually just put in the numbers yesterday not knowing any better and that also seems to work (for now) - very strange.

Re: BYO Modem Settings

DavidK — Sat, 08 Oct 2022 10:25:48 GMT

Just some info on this, the Help Desk people don't even know what the PPPoE username/ password are. I had to ring a third time and explain the "Help" desk wasn't helpful at all and was there anyone else I could talk to. Then I got through to Tech Support.

In my case the router was from TPG (Huawei HG659) and had some settings hidden/ locked. VLAN being enabled one of them- that appears to have been my problem. Tech Support picked up on that and suggested it might be the problem.

I've managed to connect using no log in info via DHCP- so try that before PPPoE (which requires the username/ password.) That's on a HFC NBN connection.

Re: BYO Modem Settings

MarcosG — Tue, 25 Oct 2022 01:04:27 GMT

I had the same issue heres the solution i got after talking to AGL

User name: ACCyournumber

Password:same.

"ACC" has to be all capitals

I also performed a hard reset to the modem and the nbn box.

That did it for me.

How hard is to include this info in a welcoming email?!?! Come on AGL, you can do better

Re: BYO Modem Settings - PPPoE username/password settings

David_AGL — Tue, 25 Oct 2022 02:30:41 GMT

Many thanks to those who have provided the correct info for various BYO modems on here. I agree this is essential information that should be more readily available. I've had a request in to get this updated for a while now, but sometimes the wheels turn slowly as far as getting changes made. Sorry for any frustration.

Re: BYO Modem Settings - PPPoE username/password settings

Og — Thu, 27 Oct 2022 15:24:11 GMT

I have the tp link modem/router, when i go for quick setup, AGL os not present on the isp list so i choose others and then they asked for vlan id which i dont know what to put.

Re: BYO Modem Settings - PPPoE username/password settings

DavidK — Thu, 27 Oct 2022 22:59:25 GMT

Can you set it up manually and not select an ISP? Try DHCP, it worked for me. You don't want VLAN on with AGL, that was the issue I had with my old TPG Group (Internode) supplied router.

Re: BYO Modem Settings - PPPoE username/password settings

tran_dang0709 — Wed, 02 Nov 2022 11:08:39 GMT

I have the modem from old provider (Telstra Smart Modem Gen 2 with voice backup)

Now I am trying to connect with AGL network without a success.

I have tried all combination mentioned here

1/ ACCnumber -> not work

2/ accnumber -> not work

3/ number -> not work

phone call with support technician, tried the below also

4/ numbern@agl.com.au -> not work.

Support technician eventually concluded that the modem is not compatible with AGL network

Re: BYO Modem Settings - PPPoE username/password settings

vinoraa2022 — Thu, 03 Nov 2022 10:14:24 GMT

Hi i have the same modem

for the username used : accXXXXXX - 6 digit number given for NBN internet - this is not the account no of electricity or gas if you have any of these

then same accXXXXXX to the password all worked well

Re: BYO Modem Settings - PPPoE username/password settings

tran_dang0709 — Thu, 03 Nov 2022 12:06:35 GMT

Can you tell more specific about this?

Hardware:

I have connected the phone jack (on the wall) with the DSL port on the modem.

In the GUI:

I have logged into the GUI of the Telstra modem with 192.168.0.1 with default credential information.

Then, inside of Broadband tab, I have set the username and password of accXXXXXX as mentioned but the modem still show no connnection and switch to backup mode and connect to the internet through mobile sim.