PPPoE Isolation Tests

Symptoms

- Internet not functioning at all

- Slower speeds than usual

- Connection dropping out

- Packet loss observed to all external sites

Issue

- The above symptoms indicate that an isolation test should be conducted to eliminate potential internal network (LAN) issues

- If the isolation test resolves the issue(s) then the problem is most likely to be on the internal network. If this is the case please refer to your network administrator

Steps for Windows

  1. Unplug your router from the RISE provided NTU and plug a PC into the same port (usually Port 1) in its place
  2. Setup a PPPoE connection by going to your Network & Internet Settings

  3. Select Dial-up then Set up a new connection

  4. After, choose Connect to the Internet as your Connection Option

  5. Now, choose Broadband(PPPoE)

  6. Please set the correct username and password as was issued upon service activation. RISE SME Support can provide these for you if required.

  7. If you have successfully connected to the internet similar to the image below, you can proceed. But if not, this could be an authentication issue - please confirm your username and password are correct by entering them again, and/or confirming with RISE SME Support.

  8. To confirm your connection, go back to Network & Internet Settings and it should have the status of Connected under Dial-up. Refer to the image below.

  9. Ping 8.8.8.8 (Google's DNS server) to identify if you can reach the wider internet
  10. Conduct any further tests of speed and browsing that were failing before to compare results. If you are doing a speed test, please use the RISE Speedtest Server, as we cannot guarantee capacity is available on a server maintained by another company. Also repeat any MTR traces that you have previously provided to RISE.

Steps for Ubuntu

  1. Unplug your router from the ONT and plug a PC into the same port (usually Port 1) in its place
  2. Setup PPPoE by going to Edit Connections

  3. Then, click the Add button

  4. When being prompted by a drop down menu, choose DSL as your Connection Type
  5. Please set the correct username and password as it was issued upon service activation. RISE SME Support can provide these for you if required.
  6. After, you should be able to see a new connection just like the image below. Click on this and you should now be connected. But if not, this could be an authentication issue - please confirm your username and password are correct by entering them again, and/or confirming with RISE SME Support.

  7. Ping 8.8.8.8 (Google's DNS server) to identify if you can reach the wider internet. 
  8. Conduct any further tests of speed and browsing that were failing before to compare results. If you are doing a speed test, please use the RISE Speedtest Server, as we cannot guarantee capacity is available on a server maintained by another company. Also repeat any MTR traces that you have previously provided to RISE.