Infinity 2 upgrade, no internet

Hi all,

I took up an offer to upgrade from Infinity 1 to Infinity 2. My connection dropped just after midnight, great I thought my upgrade has gone through and I'll be connecting at my new speeds. Anyway three hours later and still no internet. Looking at the Home Hub 5's logs it seems to be an authentication problem. Is this likely to sort itself out, or has something gone wrong? Have tried re-booting the HH5, but that didn't work.

Thanks in advance.

Here's the HH5 log......

Time and date Message
00:36:29, 01 Jan. PPP LCP Receive Termination ACK
00:36:29, 01 Jan. PPP LCP Send Termination ACK
00:36:29, 01 Jan. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:36:29, 01 Jan. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:36:28, 01 Jan. PPP CHAP Receive success : authentication failure
00:36:28, 01 Jan. PPP CHAP Receive Challenge
00:36:28, 01 Jan. PPP LCP Receive Configuration ACK
00:36:28, 01 Jan. PPP LCP Send Configuration ACK
00:36:28, 01 Jan. PPP LCP Receive Configuration Request
00:36:28, 01 Jan. PPP LCP Send Configuration Request
00:35:54, 01 Jan. PPP LCP Receive Termination ACK
00:35:54, 01 Jan. PPP LCP Send Termination ACK
00:35:54, 01 Jan. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:35:54, 01 Jan. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:35:54, 01 Jan. PPP CHAP Receive success : authentication failure
00:35:53, 01 Jan. PPP CHAP Receive Challenge
00:35:53, 01 Jan. PPP LCP Send Configuration ACK
00:35:53, 01 Jan. PPP LCP Receive Configuration Request
00:35:53, 01 Jan. PPP LCP Receive Configuration ACK
00:35:53, 01 Jan. PPP LCP Send Configuration Request
00:35:47, 01 Jan. Device Connected: 192.168.1.145, 84:38:38:6e:a2:2a, android-e1dc08b0340aee0f
00:35:47, 01 Jan. 2.4G Client associate from 84:38:38:6e:a2:2a (IP=192.168.1.145) RSSI=-47, Rate=130Mbps, host android-e1dc08b0340aee0f
00:35:46, 01 Jan. Receive a DHCP request
00:35:20, 01 Jan. PPP LCP Receive Termination ACK
00:35:19, 01 Jan. PPP LCP Send Termination ACK
00:35:19, 01 Jan. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:35:19, 01 Jan. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:35:19, 01 Jan. PPP CHAP Receive success : authentication failure
00:35:19, 01 Jan. PPP CHAP Receive Challenge
00:35:19, 01 Jan. PPP LCP Send Configuration ACK
00:35:19, 01 Jan. PPP LCP Receive Configuration Request
00:35:19, 01 Jan. PPP LCP Receive Configuration ACK
00:35:18, 01 Jan. PPP LCP Send Configuration Request
00:34:45, 01 Jan. PPP LCP Receive Termination ACK
00:34:45, 01 Jan. PPP LCP Send Termination ACK
00:34:45, 01 Jan. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:34:44, 01 Jan. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:34:44, 01 Jan. PPP CHAP Receive success : authentication failure
00:34:44, 01 Jan. PPP CHAP Receive Challenge
00:34:44, 01 Jan. PPP LCP Receive Configuration ACK
00:34:44, 01 Jan. PPP LCP Send Configuration ACK
00:34:44, 01 Jan. PPP LCP Receive Configuration Request
00:34:44, 01 Jan. PPP LCP Send Configuration Request
00:34:10, 01 Jan. PPP LCP Receive Termination ACK
00:34:10, 01 Jan. PPP LCP Send Termination ACK
00:34:10, 01 Jan. PPP LCP Receive Termination Request (Failed to authenticate ourselves to peer)
00:34:10, 01 Jan. PPP LCP Send Termination Request (Failed to authenticate ourselves to peer)
00:34:10, 01 Jan. PPP CHAP Receive success : authentication failure
00:34:10, 01 Jan. PPP CHAP Receive Challenge
00:34:09, 01 Jan. PPP LCP Receive Configuration ACK

Unless you report it to help desk likely to stay as it is

That's what I figured, so rang them about 3.30am. They raised a fault. There was no connection when I left the house at about 8am, when I came back at 1pm everything was working fine.

Not sure if it was me calling or it would have fixed itself anyway. Seems very quick and the online tracker says the fault is still open. Anyway I've just rang them to say everything is now OK and they can close the fault.

It probably just needed your account updating and the completion notification from Openreach hadn't come through.

I expect that notification automatically updates your account as well, which might explain why the manually raised fault report wasn't cancelled.

I had no idea they were 24/7. learn something new everyday!

In reply to a post by RobertoS:

It probably just needed your account updating and the completion notification from Openreach hadn't come through.

I expect that notification automatically updates your account as well, which might explain why the manually raised fault report wasn't cancelled.

You might be right. I should learn to be more patient.

In reply to a post by 23Prince:

I had no idea they were 24/7. learn something new everyday!

Yes, got straight through to India. They sounded quite busy, could hear plenty of conversations going on in the background. They guy I spoke to was very good actually. He rang me back on my mobile, so he could do a line test and then raised a fault. Can't complain.

23prince

There is no physical work so the whole upgrade is automated. However as BTretail and Openreach's systems are completely seperate the change will be out of synch. Example; OR does their changes after midnight and to prevent any suggestions of discrimination waits until all that days changes are complete before passing all completion message to all service providers. These then update their systems and when all the changes are done in all the equipment your service then works again! The whole proccess should be 'No touch' but if a customer notices during the break a fault gets raised manually but won't be cleared until someone looks at it ( manually).

When the system was designed each OR completion was passed on to the service provider as it completed BUT this led to complaints that some customers were done before others ( First come first served, but some providers bulked their requests at the end of the day) This is the outcome of forced equivilence after changing the system to make it less discriminatory.

Edited by kitcat (Tue 29-Nov-16 16:46:58)

In reply to a post by kitcat:

When the system was designed each OR completion was passed on to the service provider as it completed BUT this lead to complaints that some customers were done before others ( First come first served, but some providers bulked their requests at the end of the day) This is the outcome of forced equivilence after changing the system to make it less discriminatory.

That explanation makes sense. I couldn't understand why it had stopped going through straight away, as I used to think it did.

In reply to a post by 23Prince:

I had no idea they were 24/7. learn something new everyday!

It was the BT over seas call centre, the BT UK based call centre (help desk) closes around 9pm, which I found out while in an actual queue for 40 mins to then be presented with "sorry the switch board is now closed" automated message and then hangs up on me.

So when BT drops the over seas centres get ready for over night delays in reporting faults.

Paul