PPPoE does not connect to my ISP

If everything goes as promised, tomorrow an SFI engineer will come to fix a problem. I hope somebody here has encountered or heard of a similar issue and can point in the right direction in case the engineer cannot help.
I have FTTC from Xilo, with a dedicated IP, which gets assigned when my modem establishes connection.

From one moment to the next, my FTTC connection disappeared. My first suspicion was that all connection was lost, but checking the modem, it turns out I still have an active pppoe session, with an ip in the range 172.16.152.xxx (a private IP) The actual address changes each time I drop and reconnect. The server address is always 213.1.104.1. No gateway is assigned and the DNS IP it receives is 62.6.38.125. I cannot ping anything and after a couple of minutes the connection drops.

When using a pppoe session from a laptop directly connected to the modem, the pppoe session is established with whatever username/password I enter.
I can also establish a connection with the bt-speed test login name in which case I can connect to the bt wholesale speed test website.
So there is nothing physically wrong with my connection, I just do not get connected to my ISP.
I'm not sure an SFI engineer can help me.
The addresses above are owned by BT according to Whois, so I believe I somehow have been configured as a BT INFINITY customer. But that is just a guess, could somebody confirm this?
Does anybody know where the logic is maintained to map a specific phone line to a specific ISP?
And who can correct the information there so I get my connection back?

My first thought is that an engineer visit to your home is unlikely to help.

Sounds like a RADIUS/DHCP issues, which is software based.

Are you using the IR modem? Possibly a VLAN issue if not (should be 101).

I am no expert here but it sounds like you haven't been set up to your ISP yet.
I assume its a new install, if so you may have to wait or get in contact with your ISP.
Basically what I think may of happened is where Open Reach has installed it all it would connect up to BT's infrastructure allowing them to do tests and once its all setup and working it gets then switched over to your ISP.
It may just need to have an engineer to gain access to your exchange to switch you over, or maybe its now done remotely now, not sure.
But like I said I am no expert here and could be wrong here.

Paul

Thanks Paul, it's not a new install, my connection worked perfectly for several months. My suspicion is that my neighbours, who just moved in, got their connection around the same time as mine disappeared. So, whoever did that install may have crossed wires. I've not had a chance to ask them to confirm this though.

Thanks Andy, I normally use a draytek 3760 modem+router, which worked fine for several months. VLAN is set to 101.
For testing and reporting the error, I've connected BT modem to the master socket, which shows me the exact same behaviour.

Edited by jecop (Fri 02-Jan-15 08:03:14)

SFI engineer is here while I write this. He can indeed do nothing, as the line is active, although the sync speed he gets (20 down) is much less than normal (30 down), so there is something changed physically too, but given that I still get 20, he does not want to investigate that further.
I don't understand why open reach insisted on sending an engineer. He stated that it is obvious he can nt help with this kind of issues. From the information I provided to xilo (same as I posted here) it should be clear whether an engineer is required. Most likely openreach will now attempt to charge me for the call out.

Was he at least able to see the ISP issue? I'd want the ISP to pick up the bill if the problem continues.

Really does sound like an ISP/Handover issue to me, which would just be configuration I believe.

You would only get billed if the fault was of your own making, e.g. lead plugged into wrong port on modem etc

Is your phone line working I.e. is it your line, if you have a mobile phone your land line.
We had an issue a little while back where our line got swapped with another line down our road, resulting in a different phone line (resulting in a different number) and we also had their broadband connection.
If this is the case the engineer will have to check the BT Pit and or the cabinet, I very much doubt the issue is in the exchange.

Paul

I showed him the output of IPCONFIG command on laptop after connecting pppoe session, but I do not think he was much interested.

The phone line never stopped working. But I expect the fibre line could be swapped without impacting the copper

The SFI engineers are not highly trained TCP/IP or Radius trained people.

The analysis of the fault if you have reasonable sync can all be done by people in remote offices, but fault sheets have a path where getting connection verified by engineer is part of the path.

Second engineer has turned up and is now going to the cabinet to see if any wires have been swapped.
I have found evidence that this is likely - my neighbour was supposed to get FTTC connected on the day I lost my connection. According to BT he was connected, but his line is not working. He has phone, but no BB.
He is not very computer literate, so cannot do any testing.
As he had ordered BT INFINITY, it seems they physically removed my connection for his.
So I hope the engineer will come back with good news soon.
This all started on Dec 23rd, but I was out of country. My neighbour has been on the phone to BT on daily basis since then, and has decided to cancel his contract with BT because they could not work out what had gone wrong.

Confirmed that cables had been swapped in the cabinet, so I got my neighbours connection.
I've never had a chance to look inside a cabinet, but assume it should have been possible to spot that there was an existing connection which somebody removed to hook up my neighbours wires.

*** Update ***
Must read full posts before replying LOL.
Glad you got it sorted in the end.

I suspect that the bridging cables between the PCP Cabinet (phone cabinet) and the connected Fibre Cabinet has been knocked and come loose and the engineer has just plugged it in where they thought it come from.

Saying that it could still possibly be at the exchange end where it routes off to the required connected ISP.

Seems strange this happening the cabinet end or the exchange due to its more neater and more organized there than it is in the shielded enclosure in the pit by the pole where most of the issues seem to happen, which was why I asked if your phone line was working ok with your number.

But it does make sense, I but that your neighbour is trying to connect to your provider and you to theirs.

Have you tried to changing your username to "[email protected]" (without the quotes) and with a blank password.
See if that connects?

That aside, these thing do happen a lot, we have had it happen to us 3 time in just 1 year, but our PCP Cabinet is very very old and still using the original wiring.
Even one time we had no clue until we started getting loads of calls asking for the same person and was also told when we called friends why we didn't answer our phone when they called.

Paul

Edited by PaulKirby (Fri 02-Jan-15 11:35:34)

Post deleted by Zarjaz

typical lazy first engineer did not even i suppose look in the cab for an issue? if so how the hell can he expect to find the issue?

Edited by deleted (Sat 03-Jan-15 00:29:56)