Orbi RBK852 will not connect to the Internet

[garrymwarren]

I started another thread a few days ago but I wanted to start again as I have now been on the chat support and phone to netgear for over five hours total.

So Here is the story. I currently own a Nighthawk X6 running though a BT openreach ECI B-Focus V2 Modem. MY ISP is EE

This has been working very well apart from having to use extenders in certain areas, so I wanted to elimnate this and purchased the Orbi

So I downloaded the App and proceded to start the installation. Everything was going well until I got to the stage where the network was detected (which is was). The app then told me it was checking cables and couldn't connect and asked me to go to advanced start up, where I needed to tell the app that I was connecting via PPP0E and then I put the ISP user name and password into the app and it then went back to checking cables after it told me it was changing connection and going to produce some magic. It didn't. What happened next was that a page telling me to go to setting and log in to the orbi wifi appeared. Sure enough in the connections on my phone there was the Orbi Wifi icon and when I touched it it changed to sign in required and then up came this service message from BT Wholesale (see Pic)

Numerous reboots, leaving everything off for 5 minutes or more and I was getting exactly the same.

So I then on the advice of a member here hard wired MY PC to the router and connected via orbilogin.net. During the process the service message came up again, but I managed finally to get to the dashboard, where I attempted to set up the internet, again inputting the EE ISP user name and passowrd. After updating the settings the dashboard appeared again and in the Internet Box was the message 'Waiting' which soon turned red and stated Not connected.

So then began my five hours on the chat support getting disconnected twice and finally talk to Support on the phone, where once again we went through numerous reboots of every part of the system, looked at the firmware which was fine, checked the Vlan Bridge box and updated again all to no avail. 

At the end of the conversation It was suggested that i contact EE and ask them to supply a different user name and password which I did, and was told that they only had one for me which was the one I had already got. (I suspected this might be the case)

So here I am one very frustrated individual with a very expenside plastic box that for some reason does not want to communicate with my modem. Incidentally I sent one set back to amazon and got a replacement, just in case the Orbi was at fault. So there is no issue with the product as the new one does the same as the previous one. HELP!!!

[FURRYe38 · Accepted solution]

Thats all. LOL. Glad someone figured it out. 

Please mark your thread as solved so others will know. 
Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Enjoy.

[FURRYe38]

Netgear has set up a community forum specifically for the Orbi AX (WiFi 6) products. Most of the people who watch that forum are more likely to have experience with Orbi AX and know how to work it better than those of us who follow this "general Orbi" forum. Might be more likely to find someone who has a solution if the question is posted there:
https://community.netgear.com/t5/Orbi-AX/bd-p/en-home-orbi-ax

Thank you.

[garrymwarren]

Actually the solution was simple

The imbiciles at EE gave me the user name and password to but into the PPPoE section but conveniently forgot to say that after the username I should also add @FS 

I went onto the EE community yesterday and some one there asked me how my user name looked and when i told him he immediately said that they should have told me about adding the @FS 

Anyway of course it now works perfectly

I have emailed EE today to complain aboput the two people who both gave me incomplete information

so thank you for your input. It wasn't a netgear issue after all

so five hours on the help line to Netgear was a total waste of everyone's time

[FURRYe38 · Accepted solution]

Thats all. LOL. Glad someone figured it out. 

Please mark your thread as solved so others will know. 
Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Enjoy.