Having speed issues? In certain circumstances, we’ll ask you to help us troubleshoot issues by performing a “direct PPPoE test”.

What is a direct PPPoE connection and how does it help?

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.

Before you begin

You'll need a couple of things:

• Your PPPoE username and password. You can find these details in your welcome email, or in your Customer Portal, under Services > Settings.
• Your login details to access the Pentanet Customer Portal. This is optional, but preferred, as our support team will be able to immediately view your test results.
• A laptop or desktop computer with a gigabit ethernet port. Most devices will have this, but older devices with non-gigabit ports may be limited to around 90Mbps of throughput, so it’s worth checking!

Performing a PPPoE test

• 1. Unplug and/or disconnect your router from your service, and wait at least two minutes before proceeding.

  2. 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 OptiComm, connect to your OptiComm NTD.

  3. Hold the Windows key on your keyboard and press the ‘x’ key, and then click on ‘control panel’.

  4. Under ‘Network and Internet’, click ‘view network status and tasks’.

  5. Click on Set up a new connection or network.

  6. Select ‘Connect to the Internet’ and then click the ‘Next’ button.

  7. If the wizard asks if you would like to use a connection that you already have, select ‘No, create a new connection’.

  8. Click on Broadband (PPPoE).

  9. Type in your PPPoE username and password, double-check to make sure it’s correct, and then click the ‘Connect’ button.

  10. For more steps and screenshots, please visit this 3rd-party page: https://asahi-net.jp/en/support/guide/win10pppoe.html

• 1. Unplug and/or disconnect your router from your service, and wait at least two minutes before proceeding.

  2. 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 OptiComm, connect to your OptiComm NTD.

  3. Click the Apple menu, then select ‘System Preferences'

  4. When the System Preferences screen appears, click on the ‘Internet and Wireless’ section and then click ‘Network’
  5. Select your ethernet interface, and under the ‘configure IPv4’ menu, select ‘create PPPoE service’
  6. Enter ‘Pentanet PPPoE’ as the service name and click ‘Done’
  7. Select the new interface from your list of interfaces. Leave the service name blank and enter in your Pentanet username and password, then click ‘Connect’.

What next?

Once you’re connected, log in to your Customer Portal, 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 Customer Portal, please head to our Speedtest tool 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.