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someone please help me figure out why i cant set up my xilo broadband

I have tried all day with no luck. I have a TP Link modem router TD-8817. I have set up the connections between the modem router, phone line socket, and my PC as per the setup diagram that came in the modem router's manual. I use the modem router's setup CD and used its setup wizard... keyed in the connection type (PPPoE), VPI (0), VCI (38), Encapsulation Mode (PPPoE VC-Mux), Username and Password as supplied to me in an email from Xilo.

And yet no matter how many times I've tried, I keep getting an error message saying

Fyi, the entire email Xilo sent me to set up my modem router is as follows (I've XXXed out the personal details like phone number and username and password for privacy) :

Line number : XXXXXXXXXXX
Username : XXXXXXXXXXXXXX
Password : XXXXXXXXXXXX

Modulation : Auto / Multimode
Encapsulation : VC MUX
VPI : 0
VCI : 38
MTU : 1432 (Recommended)

DNS : 193.238.80.30
DNS : 91.212.90.30
DNS : 193.227.247.30

Can someone please help me out and tell me what went wrong possibly? Also there is no option in the modem router setup wizard to key in the Modulation, MTU and the three DNS numbers Xilo supplied in their email to me. So I have no idea if the broadband is not working because I didn't key in those things?

I also have an ASUS RT-N66U Router sitting around but have not used it yet as I can't even get the TP Link modem router working properly. The ADSL light on the modem router shows up as a solid block of green light so I know that the ADSL line is fine. The phone line is up and running as well. I just think maybe I did something wrong with the way I set up the modem router??? I don't know.

But this happens everytime : at the very last step of the setup wizard, when the wizard is "Verifying router settings...", I get an error message at the end saying "1. Please check the WAN connection type and parameters. 2. Please check your network connectivity and retry."

I tried sending Xilo lots of messages but they have not replied and its almost 4 hours ago since I last sent my message to them. I'm starting to think they don't want to help me...
 
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You need to set the router to PPPOA not PPPOE you only use PPPOE when on FTTC to link tot he VDSL modem. Other settings seem fine just try the change to PPPOA.
 
Thanks Kits. I've just changed it now and it's still giving me the same error message - cannot connect. Xilo hasn't come back to me either.
 
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Did you reboot after the change??

Are you connected via an ethernet cable of wireless??

First set up with TP link stuff is best done wired.

It might also be your firewall settings, have you allowed http://192.168.1.1/ ??
 
The modem has always been connected to my laptop via Ethernet cable. As per TP Link modem router's setup manual diagrams.

Only three green indicator lights are showing up on my TP Link modem router - the Power light, the LAN light, and the ADSL light. The Internet light and the USB lights do not come on at all. Which makes me wonder - is the Internet light supposed to come on if the internet is working properly??

I can access 192.168.1.1 perfectly fine. I can see all of my modem router's configurations on there. The only problem is that because I'm not a techie, I can't understand what the configurations mean in practical terms, at all.

I've switched off my laptop and modem last night and left them off all night. I have now just turned them both on again and tried to setup the modem for my new Xilo broadband account. No luck again. I get that error message saying "Failed to verify router settings. 1. Please check the WAN connection type and parameters. 2. Please check your network connectivity and retry."

Am starting to wonder if it's not actually a problem on my end but a problem on Xilo's end. Maybe they gave me the wrong username and password or if the broadband transfer from O2/Sky to Xilo actually wasn't successful?

Xilo has not gotten back to me at all. It's really strange. Because they used to get back to my enquiries really quickly, like within the hour. And now ever since this problem happened, they haven't gotten back to me at all. And it's been over 12 hours since this happened and I notified them about it.

I called O2/Sky just now to ask if the transfer from their side to Xilo went without a hitch. As Xilo had emailed me saying the transfer will be completed on the 16th August 2013, I had assumed I should be able to start using Xilo broadband from that date. But as you can see, I have been unable to log into Xilo's broadband at all. Though I've managed to make several phonecalls with my landline since yesterday till today and I'm assuming these calls were made via Xilo's phone service rather than the old O2/Sky service.

True enough. The O2/Sky rep told me that as far as O2/Sky was concerned, my phone and broadband accounts with them were completely closed on the 16th August. So whatever I have been doing with my phoneline or broadband from that date onwards will have nothing to do with them at all.

This is very frustrating though. I seem to be getting nowhere.
Do you think it might be that the broadband takes a few days to start working? Is it not ready for use yet? Or what?
 
Oh yes and I've tried plugging in my old O2 wireless modem router into my laptop and phoneline just now and using it to try and connect to Xilo broadband. No luck. I think O2 box is locked to O2 because I can't change the settings like password and username anyway. But the strange thing is : on the O2 wireless router modem, the Internet light actually lights up! Which is kind of strange considering that the Internet light on my TP Link wireless modem router does not light up at all when connected to my phoneline and laptop.

Does this help anyone reading my posts here figure out what's the actual problem with my broadband yet? It's crap. I have had 2 days of no broadband. I miss it and I want it back.
 
First thing O2 routers are locked to their settings they use VPI : 0
VCI : 101 if I remember. You can force their routers to work on VPI : 0
VCI : 38 if you factory reset them and follow manual route.

First when you connect the router to the master socket up have a filter in place, remove all non ADSL equipment from the phone line when you have just router do you have sync with the exchange?


If the router is in sync then you need your user name plus password setting in the router to gain PPP once established you have a working internet connection.

If PPP is failing this could be because Xilo have not set up the radius correctly for your connection, sadly this is in the hands of Xilo. You do need them in contact to get any issues rectified.

Can you post your routers ADSL line stats here this should show up and down sync with the exchange, SNR and ATT if all is in sync.

Can you possibly post a copy and paste of the routers logs showing the handshake etc error messages.

Apart from this I am afried you are stuck in limbo until Xilo decide to start to work again we were informed it was only sales side that were having problems and support was working. Have you tried calling support on the phone if you have do they answer you?
 
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I tried calling Xilo - both the sales line and the support line. On both of them, I was answered by a recorded message saying their lines are open Mondays to Fridays 9 to 5.

I have sent them messages on both the sales and the broadband support email helpdesk... but have yet to hear anything from either of them.

How do I go about checking if I have sync with the exchange? I'm afraid I have no idea what syncing with the exchange means at all, and have no idea how to go about checking that.
 
I am not sure which stats you are referring to so I have gone into 192.168.1.1 and taken screen snapshots of all that I can see under the modem router's status tab. I've uploaded it to my Flickr account. Hopefully they can be viewed.

There are 4 screenshots :

http://m.flickr.com/#/photos/13428931@N02/9535896627/sizes/o/

http://m.flickr.com/#/photos/13428931@N02/9535901883/sizes/o/

http://m.flickr.com/#/photos/13428931@N02/9538695646/sizes/o/

http://m.flickr.com/#/photos/13428931@N02/9535917627/sizes/o/

Sorry about the quality. I am relying on my phone and 3G for internet.
 
I tried calling Xilo - both the sales line and the support line. On both of them, I was answered by a recorded message saying their lines are open Mondays to Fridays 9 to 5.

I have sent them messages on both the sales and the broadband support email helpdesk... but have yet to hear anything from either of them.

How do I go about checking if I have sync with the exchange? I'm afraid I have no idea what syncing with the exchange means at all, and have no idea how to go about checking that.

Think this is 1 reason I chose Aquiss they do reply to emails almost 24/7 plus when my friend had a problem Martin called back and talked them through setup after they got home from work. He does go that extra bit when someone is offline.

Edited to add just for curiosity can you hard set the dns settings to first 8.8.8.8 second 8.8.4.4 forget the third as you only need 2 dns settings also set up the router to auto pick up the ip from the ISP.

To give a fresh start as you have your login details do a factory reset and try setting it all up again try to get this info to be on PVC0. Always worth trying a different router or asking a friend to test yours on their working connection.

Those dns settings are google ones and work with any isp :D a good test dns problems.
 
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It is unusual that you are using PVC6 rather than PVC0 for the connection.
Do you have a router you can borrow from a friend, it seems likely that the TP-Link might be confusing matters.

You can re-use the o2 router using the following instructions:
http://beusergroup.co.uk/?id=957

Tom - www.mouselike.org

Thank you for the link. I watched the YouTube video and downloaded the setup wizard and followed the entire procedure shown . So I managed to change the configuration of my old O2 box (which, incidentally, is the exact same model as the modem router being sold by Xilo to their broadband customers at the time I signed up with them - which was why I chose not to take up a modem router with them).

After setting up my O2 wireless box for the new Xilo connection, keying in the username and password and everything, including setting the VPI and VCI... the modem router failed to connect to the network. Just like my TP Link modem.

Now, only the Power, Ethernet, Broadband and Wifi lights on O2 wireless box are lit up green. The Internet light however, is a red light. Similar to my TP Link modem router, it seems that Internet lights do not light up or stay red.

And on the 192.168.1.254 page, it says Connection could not be established : Authentication failed. Even after I had ensured my new Xilo username and password were keyed in. And I've done this many times over. Connect. Disconnect. Reconnect. It just won't connect.

So does this all point to a problem with Xilo's end?
 
I think the modem is set on PVC6 because PVC6 comes preset with the VPI/VCI settings I need (VPI = 0, VCI =38). Also upon Googling this PVC6 issue with my modem, I've found someone else say that this wasn't an issue. It's on Amazon.co.uk's reviews for the TP Link modem router I have. I found the review on this page : http://www.amazon.co.uk/product-rev...er=9&showViewpoints=0&sortBy=byRankDescending

And have copied and pasted it below though not sure if that's of any help at all with my situation. My reconfigured O2 wireless box (a Thomson modem router, model number TG582n) is also now doing the same odd thing as my TP Link router when I try to connect to Xilo - Power, Broadband and Ethernet lights light up, but Internet light doesn't. In the past, when I was on O2 broadband, I know that the Internet light always lights up when I'm online surfing. So the fact that it's not lighting up seems to mean there is no internet connection going on? I don't know. Just my thoughts at the moment. I wonder if it's a line problem or maybe Xilo gave me the wrong login details. I have tried copying and pasting the login details whenever I tried connecting to Xilo broadband with both of the modems I currently have and none of then connected to Xilo successfully.

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5.0 out of 5 stars Cheap, cheerful and works!, 5 Dec 2012
By P. G. Scott (Surrey, UK) - See all my reviews
(REAL NAME)
Amazon Verified Purchase(What is this?)
This review is from: TP-Link TD-8816 ADSL2+ Modem Router (Accessory)
Bought this 10 weeks ago as my modem/router was ramping down the SNRM (no line fault detected) and I wanted an alternative just for testing; now running as the primary unit following clearance of an intermittent line fault. The unit came with a sheet of settings for various ISPs, so no excuse for getting it wrong - though I did try to change PVC0, which failed as PVC6 already had the basics and just needed the ISP specific data - Doh! (The set-up CD doesn't run under Linux, so set-up was manual.)

Before the line repair, the modem held the connection down to 1dB SNRM - though with my line (61dB attn) that meant very little data getting through! As yet, it has run without any problems, somewhat better than the Thomson TG585 it replaced - though that may have been due to editing the (text) configuration backup file; no longer possible as the TD8816 backup file is binary.

It has a TELNET capability, but it seems to be generic software as some of the commands are ignored.

So far, the temperature has hardly gone above ambient.

Edit: 19 Apr 2013

Had a new unit as the first one had a noise problem on the uplink (not a line problem) and dropped the connection. Flashed the latest firmware and after a short (worrying) period of disconnections (trying to hold the down connection at 0.1dB SNRM) it has settled down and is quite stable at 3dB SNRM. For those worried about PPPoE only, it handles just about any setting you want - PPPoE/PPPoA/Bridge ...."
 
Yes sorry it looks like Xilo have failed to either put your details into their radius thus allowing you to connect or made an error in the details username/password they sent you to what is in the radius. Sorry until they decide to speak to you then you cannot connect via their system. I am surprised Matt hasn't logged into ISPr since he normally watch these forums like a hawk :D.

I should send them another email might be worth mentioning that members of this forum have tried to help you, but the problem lies within Xilo network not your end.
 
Think this is 1 reason I chose Aquiss they do reply to emails almost 24/7 plus when my friend had a problem Martin called back and talked them through setup after they got home from work. He does go that extra bit when someone is offline.

Edited to add just for curiosity can you hard set the dns settings to first 8.8.8.8 second 8.8.4.4 forget the third as you only need 2 dns settings also set up the router to auto pick up the ip from the ISP.

Those dns settings are google ones and work with any isp :D a good test dns problems.

I tried putting in those DNS numbers you provided in the modem's configurations... nothing changed. Still the same. Can't go online to surf.

I appreciate your recommendation of Aquiss. I will consider it next time if I get no joy out of my contract with Xilo.
 
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Thanks. At the risk of repeating myself again and again, I have sent him a PM as per your suggestion. I hope Matt doesn't mind me bombarding him on the Sales, Broadband Support email helpdesks, and now here on ispreview with my problem!
 
Sorry but in my personal opinion you are only trying to get some help with a problem the fact you ended up here would mean Matt has failed to respond within a reasonable time. I think 2 days without internet is unacceptable he should have some emergency cover for any with problems out of office hours.
 
It's okay, he replied to me just now. They have a sales support line and a broadband support line and it was my fault for not having seen the Contact page on his website which states that the Sales helpdesk is only manned Mon - Fri 9 - 5 and the Broadband Support however is manned 24/7. Yesterday I had been sending him messages via the Sales helpdesk. Only this morning did I send him a similar message via the Broadband Support helpdesk. He is trying to help me now via the Broadband Support helpdesk. Hopefully it'll all be resolved. I do appreciate all the help I've received so far. It seems he thinks it might be a problem with my modem dropping the connection. We'll see.
 
should have some emergency cover for any with problems out of office hours.

and we do... but unfortunately, this extends to support queries only. The original request for help was added to sales, which the weekend support staff don't see because effectively sales are considered closed out of hours. We do try and make note of this on the contact page and also the confirmation message when a request is opened.

The O2 router wasn't sending the correct authentication details, it looks like an O2 login, so that's not even making it over hence the failure.

The TPlink router was initially sending thousands of incorrect login attempts, it was then corrected but the session is being authenticated but then immediately dropped. Potentially triggered a rate limit due to the earlier attempts and has been raised to SMC at TTB for checking/clearing.

Customer is in touch and there has already been lots of progression on the fault.

Matt
 
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