Having speed issues? In certain circumstances, we’ll ask you to help us troubleshoot issues by performing a “direct PPPoE test”.
A direct PPPoE connection just means that you’ll connect your computer (which can be a laptop or a desktop) directly into your Pentanet service, and configure a PPPoE interface (sometimes known as a ‘PPPoE dialler’) on your laptop or desktop, bypassing your internal network and devices.
Doing this allows us and you to eliminate as many factors and variables as possible and test the service you are actually receiving - leading to faster identification of the issue and a faster and more efficient resolution for you.
Unplug and/or disconnect your router from your service, and wait at least two minutes before proceeding.
If you have a Pentanet Fixed Wireless service, use an ethernet cable to connect the LAN port of the PoE adapter straight through to the ethernet interface on your laptop or desktop (bypassing your router and internal network). For Pentanet HFC NBN, connect to the UNI-D1 port on your black NTD, and for Pentanet FTTC NBN, connect to the ‘gateway’ port on your white NTD. For Pentanet LBN, connect to your LBN NTD.
Hold the Windows key on your keyboard and press the ‘x’ key, and then click on ‘control panel’.
Under ‘Network and Internet’, click ‘view network status and tasks’.
Click on Set up a new connection or network.
Select ‘Connect to the Internet’ and then click the ‘Next’ button.
If the wizard asks if you would like to use a connection that you already have, select ‘No, create a new connection’.
Click on Broadband (PPPoE).
Type in your PPPoE username and password, double-check to make sure it’s correct, and then click the ‘Connect’ button.
For more steps and screenshots, please visit this 3rd-party page: https://asahi-net.jp/en/support/guide/win10pppoe.html
For more steps and screenshots, please visit this page: https://www.tp-link.com/ae/faq-285.html
Once you’re connected, log in to your Pentanet Portal (https://my.pentanet.com.au), browse to ‘Support Center,’ click ‘Test Your Speeds’, and then run a couple of cabled-in speed-tests. The results will be captured and can be viewed by our support team.
If you’re having difficulties logging in to your Pentanet Portal account, please head to https://pentanet.com.au/speedtest and run a cabled-in speed-test on that page. Please record the test ID and provide this to our support team.
If you’re experiencing issues with a particular service or application only, please also supply us with traceroutes to the affected service or host - if you’re unfamiliar with how to do this, please ask one of our friendly support team.
To return to your previous configuration, you can simply replace the ethernet cable/s as they were - there’s usually no need to remove the PPPoE interface that you created.