PPoe passthrough on HH3000, upgrade to Gigahub?

[Kman22]

I've had my unifi based home network working using PPoe passthrough being at Home Hub 3000 for years now. All working great. 

I recently upgraded to 1.5Gbps service because of some bundle deal that make it cheaper then my current 500mb plan. I didn't realize this required new hardware though. It just appeared on my doorstep today.

The label on the box (5689E) says the firmware version is 1.14.1.

I understand that needs to be updated and that needs to be requested on this forum. Is that right?

What steps do I need to take to get this modem swapped in place? Can I do the whole setup myself? I did everything for the HH3000 without needing a tech. Just the creds setup and configuring it for ppoe passthrough is all I remember needing to do. 

Thanks

[BellPatricia · Accepted solution]

Hey there @Kman22,

Thank you for your post, and welcome to the Bell Community.

You can set up the modem yourself, and we invite you to check out this great article for more information: How to replace your modem

Our modems are shipped out with the most recent Firmware version already installed. Once installed you can check the Firmware version in your modem GUI to be sure. Just visit 192.168.2.1, click Advanced Tools and Settings > then select About (under the modem section) to see which firmware you have.

Let the Community know how everything is going, and if you have any other questions.

- Patricia

[Kman22]

So you mean it's possible the label on the box is out of date?

If it ends up with a firmware below what's needed for ppoe passthrough, what's the process to get that upgrade?

In that event, I'm assuming I'll be down and can't simply put the old modem back. Is that right?

Thanks

[BellPatricia]

Hey @Kman22, 

Unless the other modem is deactivated, it is possible to plug it back in if you run into any hiccups. However, it is necessary for you to have the Giga Hub plugged in for us to perform troubleshooting, if needed.

If you don't have the most up-to-date firmware after installation or happen to run into any trouble with the new modem/set-up please let the Community know. We will certainly do our best to help 🙂

- Patricia

[BellPatricia]

Hey @Kman22,

I wanted to check in with you to see how the set up went, and to make sure your Firmware us up to date.

Let us know how everything is working 🙂

- Patricia

[Kman22]

Took a while to find a good time to go offline. The swap was super smooth. Firmware was already 1.16. 

My downstream router with the existing ppoe settings just worked. I didn't have to touch the new modem at all. Almost didn't trust it at first. Nothing is supposed to work on the first try!

I'm getting 1.7gb at the modem using it's build in speed test. I can only get 0.9 from a wire connection. 

Is ppoe the best way to use this modem? I've got a unifi USG behind it. 

Thanks for checking in!

[Yannick1]

Hi, I have a HH3000 and have been using pppoe passthrough for years now. It stopped working this morning. My devices are able to connect using pppoe b1 username and password as usual, assigning an IP but then acting like it's blocked and showing 100% packet loss (not able to reach the gateway on the other side). This worked for years so I doubt I'm doing something wrong, and even changed the HH3000 upon dealing with customer service this morning. Should I upgrade to the HH4000, will it fix the problem. Why please help?!

[Yannick1]

Wow I think i just figured it out, you guys disabled icmp on the gateway, so I had to check "Disable Gateway Monitoring" in "Routing" so it doesn't mark my gateway down internally. I'm back up again, life is good!! 😎