Internet down, CHAP failure User object not found

[Techguy1]

Hi

I'm on fttp and on my router I was just trying to change my DNS server, as my Xbox couldn't connect to Xbox DNS server or something! I changed it to 1.1.1.1 and 1.0.0.1 and saved then the internet went offline.  So I changed it back to automatic DNS and still didn't work. Looking in logs it says ppp receive CHAP failure: User object not found that's just after it sends my username for pppoe connection. Also TermReq due to Failed to authenticate ourselves to peer. 

I tried to tell them on chat this but they just said reset factory settings on my router, no change, then plug in Vodafone router and do the same, nothing. The 2nd response team will be in contact within 48hrs. 

Should I have disconnected the internet then changed my DNS then connected back up? I read online that the pppoe authentication server can block you for 24hrs if you put in the wrong username/password 10 times but I never touched that.

[Jayach]

There should be no problem changing the DNS whilst online, and I haven't heard that multiple PPPoE failures would get you locked out.

[Techguy1]

Thanks for reply. Do you think if I changed DNS servers then pressed save it would disconnect the internet connection then try to reconnect? I have changed DNS server on my old router before no problem. Perhaps there is a problem with the authentication server on my area and when it tried to reconnect it couldn't. 

[Ripshod · Accepted solution]

Did you move to Vodafone from another provider or did you upgrade from vf fttc? I had a similar situation when I upgraded from FTTC because Vodafone changed my PPPoE login.

Perhaps the router was waiting for a disconnect to reprovisioned. 

That's all I can think of right now. 

[Techguy1]

I upgraded from Vodafone fttc to fttp. That's interesting, I will contact them again and ask for my username and password. Why would they change the pppoe logon details though, odd! 

[Ripshod]

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@Techguy1 wrote:

Why would they change the pppoe logon details though, odd! 

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That's something only vf can answer, but I assume the fttp is classed as a new service so new details.

[Techguy1]

Yes, it was new details, back online now!  I connected the vodafone router again and noticed this time it had a internet connection so requested my username to use my own router, it was a different username and password!  Put them into my router and it was saying something like realm not found, so then I added the @Broadband.vodafone.co.uk like my other one had and it all worked.  They had just told me the first part of the username!

It must have updated the details in my vodafone router this morning when I connected it, but wonder why it didn't update them last night when it was connected.

Thanks for the help all!

[Jayach]

No I do not think changing the DNS servers would cause the router to re-authenticate, certainly the Vodafone THG3000 wouldn't.

It possible the authentication servers could be down, unlikely but possible. If they were I'm sure they would be back by morning.

If the Vodafone router still doesn't connect in the morning, you will have to contact them again.

I wouldn't wait for the call from 2nd line, it may never come.