The plan had been activated a long time before we were called. In between, she had tried everything the internet suggested: a DSL cable, a WAN cable, two routers connected to the modem at the same time, and a set of admin passwords and settings changed along the way. The photos she sent were, by her own description, a mess. That is not a criticism — it is what happens when you follow guides written for someone else's connection.
Before diagnosing anything we reduced the setup to one path: modem LAN1 straight into the WAN port of a router we knew was good. Everything else came out — the second router, the DSL cable, and the settings changed during previous attempts. You cannot isolate a fault in a network that has two routers and unknown configuration in it. Simplify first, then test.
| Before | After | |
|---|---|---|
| Connection type | Assumed from online guides | Confirmed as fibre in her own account |
| Cables in use | A DSL cable and a WAN cable, both tried | One cable: modem LAN1 to router WAN |
| Routers connected | Two at the same time behind the modem | One, dialling PPPoE |
| Router settings | Admin password and options changed in earlier attempts | Clean configuration on a known-good unit |
| Result | No internet despite an active plan | About 50 Mbps, matching the plan |
Root cause: the setup had drifted into a tangle — a DSL cable on a fibre service, two routers behind the modem at once, and settings changed across many attempts — so nothing could be isolated. After confirming from her Superloop account that the service is fibre, reducing everything to modem LAN1 into one known-good router with PPPoE, and having support refresh the service from their side followed by a full power cycle, the connection came up and tested at about 50 Mbps, matching her 50M plan.
Call or message us — 90% of messages get a reply within an hour.
Call 0420 119 140 Send a Message