EE Regrade to WBC - now no internet access 20days +

Looking for some help as EE are not providing any!! - I have been with EE / Orange / wanadoo / freeserve for over 15 years, no real issues - speed has been poor but it served my purpose.
1 month ago EE contacted my to inform me that the livebox & second line service was to be discontinued and offered an alternative - I took up the offer as I had been with the company since 1999, never used thier tech support as i could manage configuration myself and no real line issues.
Was sent a new bright box - replaced my livebox and was up and running with no issues - 10 days later a regarde took place (I was unaware of this) and my internet state bacame disconneted - 20 days later I still have no intenet access, over 30 calls to varoius Customer service reps / tech support - no solution - just being passed from department to department - tech suport L1 to L2, then onto customer services who tell me it was a BT problem ( Have both broad band and land line with EE)
I have been told that the issue maybe due to a change from an IP Stream setup the the WBC network - however cannot be confirmed. Trying a factory reset on the router everyday along with the BT_Test_user login just to see if anything has changed overnight and to prevent the same routine everytime I call support.
My line line works fine - Broadband state is connected but internet state is disconnected.
The new router worked fine until the regarde at EE, my neighbour also has a EE brightbox and is up and running fine - so I can't understand we it should be a BT problem.
Tried putting the livebox back - same problem - even dug out my old speed touch adsl modem in an attempt to get connected - same problem!

EE have advise after 30days continued disruption they will issue my MAC code - so it looks like I must wait another 8 days and then move - so much for customer loyalty looks like they have given up and would like me to do the same.

If anyone can point me or EE in the right direction it would be very welcomed

If the ADSL line is reporting a connection speed in the Brightbox but no internet access then it suggest an authentication problem.

Either BT Wholesale have messed up when regrading you, or unknown to you EE has changed the credentials, or EE has somehow locked your account out of their authentication system.

Does the modem get an IP address if you change the login to a BT Wholesale test one
speedtest@speedtest_domain

This looks like one for Gavin the EE Broadband Rep!

There is obviously a communications problem between EE and BT, although you are with EE Broadband the network belongs to and is operated by BT with instructions from EE.

**Make sure you have input your correct username and password in the router.**

If you get no where with phone calls to EE customer support then write in�
If you really do want to write in please include your...
broadband account number.
email address
telephone number
name
postal address
...so we know who you are and can get back to you right away.
contact address
Orange Customer Care
Orange UK Plc
PO Box 486
Rotherham
S63 5ZX

http://help.orange.co.uk/orangeuk/support/personal/c...

http://help.orange.co.uk/orangeuk/support/personal/2...

EE Orange/T-Mobile home broadband router settings.

BOADBAND SETTINGS
This page provides advanced settings to connect your EE Broadband service

Broadband Type ADSL
Broadband Username:
Broadband Password:

Protocol: PPPoA
VPI/VCI: 0/38
Encapsulation: VC MUX
Internet IP Address: Dynamic
IP Address: 0.0.0.0
Subnet Mask: 0.0.0.0
DNS IP Address: Manual
Primary DNS: 193.36.79.101
Secondary DNS: 193.36.79.100
Connection Type: Always Connected
Idle Time: 0 (minutes)
Authentication Protocol: CHAP
MTU (576~1500): 1500

In reply to a post by Nickthom73:

EE have advise after 30days continued disruption they will issue my MAC code - so it looks like I must wait another 8 days and then move - so much for customer loyalty looks like they have given up and would like me to do the same.

A MAC key and a migration to another ISP would be my favoured option...sounds like Orange support are a complete waste of time!

Thank you for the info, I don't get an IP address issued from either log in, BT Test User or my own.
I have asked EE to reconfirm on thier server that my username and password is still valid, its correct to thier system however I have asked the question if their server is correct.
When EE run a line test - i can see the data light on the router is active, i also note the upstream and downstream speeds changing on the router.

I have had 18 promises of return calls from Tech / customer services - however i am still waiting.

The support and communication with EE has gone past the point of frustration - it appears if I want to stay with them - must try to resolve the problem myself - nobody at EE actually owns the problem.

In reply to a post by Nickthom73:

I have asked EE to reconfirm on their server that my username and password is still valid

You can check that yourself by trying to log in to your Member Centre with them here: https://web.orange.co.uk/r/login/

What lights show on the BrightBox?

What does it show in the top, Internet, section of its Status page?

What are the router stats on the Advanced Settings/ System/ ADSL Status page?

Many Thanks for your time,

Light on brightbox showing :-

Power Light :- On
Globe Light :- Slow flash (1sec)
Data Light :- off

Satus =

Type: ADSL
Broadband State: Connected
Internet State : Disconnected
DownStream: 3271
Upstream 1115
Username / password - confirmed as o.k, will allow me to log into myaccount and checked with EE support.

BB Type : ADSL
Protocol: pppoa
VPI/VCI : 0/38
IP ynamci
IP Address: 0.0.0.0 (not being issued - same condition when using BT test log in account)
Authentication protocol : CHAP
MTU 1492.


Any advice would be welcomed

Yes, you are syncing OK but failing to authenticate with Orange's server with your correct credentials. Orange cannot have registered you correctly with their authentication (CHAP) server. What does it say about that in the log @ Advanced Settings/ System/ System Log?

Re: The 2nd block you posted: I actually asked for Advanced Settings/ System/ ADSL Status.

EDIT: It's disgusting that they cannot have sorted out such a simple problem in over 20 days. Time for written formal complaint and compensation?

Edited by XRaySpeX (Mon 18-Mar-13 19:47:41)

really appreciate your time on this
System log:-
Fri Jan 2 11:06:13 1970 PPP:LCP sending CONFREQ
(repeating every 3 seconds)
ADSL Status
Configured Current
Link Status --- SHOWTIME
Link Type --- Fast Path
Op Mode auto G992.3(adsl2)

Upstream 1115
Downstream 3271
Near End Far End
Noise Margin 6.4 7.4
Line Attenuation 26.5 42
Output Power 12.7 0.0
Fast Path Correction 0 0
Interleaved corr NA NA
Fast Path crc 368 201
interleave crc NA NA
Loss Signal defect 3 0
HEC error STR 1188 189
Error seconds 966 623

Stats
Recieved Cells 5
Transmitted 1506

How long since you last re-synced? Should be "Time Connected" in that 1st Status Internet block, but you didn't copy it. Also "Internet IP Address" there (the other IP addy of zeros is always 0). Copy/Paste is best.

That System Log didn't tell us anything. It's probably scrolled off.

Power OFF/ON the router, wait a few mins , then copy the System Log and the Status Internet block again here.

Hello,

Copy / pastse of data system log after re boot:-

Thu Jan 1 00:02:02 1970 admin login success from 192.168.1.251
Thu Jan 1 00:01:57 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:54 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:51 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:14 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:11 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:08 1970 PPP: LCP sending CONFREQ
Thu Jan 1 00:01:07 1970 PPP: Starting daemon
Thu Jan 1 00:01:00 1970 WAN link up (ADSL)




ADSL STATUS
This page shows information about your ADSL connection if applicable.
Status
Configured Current
Line Status --- SHOWTIME
Link Type --- Fast Path
Operation Mode Automatic G992.3(ADSL2)

Data Rate Information
Stream Type Actual Data Rate
Upstream 1083 (Kbps.)
Downstream 3207 (Kbps.)

Defect/Failure Indication
Operation Data Upstream Downstream
Noise Margin 5.9 dB 9.4 dB
Line Attenuation 26.5 dB 42.0 dB

Indicator Name Near End Indicator Far End Indicator
Output Power 12.6 dBm 0.0 dBm
Fast Path FEC Correction 0 0
Interleaved Path FEC Correction NA NA
Fast Path CRC Error 0 0
Interleaved Path CRC Error NA NA
Loss of Signal Defect 0 0
Fast Path HEC Error STR 0 0
Interleaved Path HEC Error NA NA
Error Seconds 0 0

Statistics
Received Cells 0
Transmitted Cells 10



INTERNET
Broadband Type: ADSL
Broadband State: Connected
Internet State: Disconnected
Time Connected: --:--:--
Downstream Rate: 3207kbps
Upstream Rate: 1083kbps
Internet IP Address: 0.0.0.0
Broadband Username: (confirmed correct)



USB DEVICE
Share Name File System Capacity Free Space
no supported device found



INFORMATION
________________________________________
Internet
Protocol PPPoA
VPI/VCI 0/38
Encapsulation VC MUX
ADSL Mode G992.3(ADSL2)
Subnet Mask 0.0.0.0
Gateway 0.0.0.0
Primary DNS 0.0.0.0
Secondary DNS 0.0.0.0
Features
Wireless Enabled
Firewall Enabled
UPnP Enabled


LAN & Wireless(Default)
Gateway 192.168.1.1
Subnet Mask 255.255.255.0
DHCP Server Enabled

In reply to a post by Nickthom73:

Many Thanks for your time,

Light on brightbox showing :-

Power Light :- On
Globe Light :- Slow flash (1sec)
Data Light :- off

Satus =

Type: ADSL
Broadband State: Connected
Internet State : Disconnected
DownStream: 3271
Upstream 1115
Username / password - confirmed as o.k, will allow me to log into myaccount and checked with EE support.

BB Type : ADSL
Protocol: pppoa
VPI/VCI : 0/38
IP ynamci
IP Address: 0.0.0.0 (not being issued - same condition when using BT test log in account)
Authentication protocol : CHAP
MTU 1492.


Any advice would be welcomed

Just a minor detail for WBC set the router MTU 1500, it was for Orange LLU MTU 1492
To change the setting Go... Advanced Set-Up > Accept > Broadband Settings, then save settings.

The LCP is not replying. You should have got this sequence:

Wed Mar 13 16:43:15 2013 PPP: CHAP authentication succeeded
Wed Mar 13 16:43:15 2013 PPP: LCP up
Wed Mar 13 16:43:15 2013 PPP: LCP received CONFACK
Wed Mar 13 16:43:15 2013 PPP: LCP sending CONFACK
Wed Mar 13 16:43:14 2013 PPP: LCP received CONFREQ
Wed Mar 13 16:43:14 2013 PPP: LCP sending CONFREQ

Only EE can fix this. Their auth server is either down or not recognising you.

Thanks for the info and confirming this is probably an EE authentication issue. Spoke to customer services again yesterday and today, thier repsonse was "it looks like a BT problem and the line shows a major outage" both my neighbours are on EE with a brightbox and have full access??? - nobody at EE seems to follow my logic.
They will try to get back to me by the end of the week, which means 25+days without internet.
I have spoke to every department possible within EE and just can't get them to react or run with this problem until resolved.

I have read many comments regarding Orange / EE customer serivce issues but not experienced them myself - now I understand!!!

I'll just count down the 5 more days and change ISP.

Many Thanks for your input.

Major outage - because you cannot log in.

It could be a line mapping issue, i.e. BT Wholesale has somehow linked your line to another domain( in human speed this means ISP).

OR

It could be EE has somehow deleted your login from their authentication server.

If the BT test login ones do not work then suggests more likely to be BT Wholesale side, why? Because the BT Wholesale systems handle the authentication, and ask the the providers to verify the details you present to their system.

In theory if a neighbour does not mind you trying your modem, if you have what are the correct details in it, and they have the same @ee.co.uk (or whatever they have in their username for routers) it should connect on their line. If that works it does point towards a BT Wholesale issue.

Even if its BT Wholesale still EE responsibility to take ownership and chase on your behalf.

(or whatever they have in their username for routers)

@fs

username.orangehome.co.uk@fs

Just to be nitpicking, you are using a login in the form somethingorother.orangehome.co.uk@fs in the PPPoA particulars ?

and what are the exact BT test user names you have tried.

Log in I'm using :-


My Login form

someone.freeserve.co.uk@fs


Test login - issued by EE

bt_test_user@fs

Thanks for the info,

Have tried to pursuade my nieghbour to connect my router and use my login details - but he won't leave me anywhere near it considering the problems I have.
Spoke to EE again this evening with the knowledge you supplied, they have confirmed exactly as you describe, they don't have an authentication server - this is all managed by BT, however its taken more than 25 days to get to EE to this level of understanding and it's down to pure luck who you end up speaking with this knowledge level.
Been told I must wait a further 5 days for BT to come back to them, nothing more they can do until then.

bt_test_user@fs is specific to their users, try bt_test_user@startup_domain or bt_test@startup_domain which terminates on the BRAS rather than being sent to the ISP. May not help much but it's another piece of diagnostic evidence.

In reply to a post by yarwell:

try bt_test_user@startup_domain or bt_test@startup_domain

Brightbox user names are restricted to end in "@fs" ... unless OP can get hold of a generic router.

Hello,

Sorry to hear of the issues you are having, if you would please PM me your broadband telephone number and your Bright Box router serial number, and I will get this escalated.

Regards

Gavin

I have sent my details via PM as requested, EE have told me that this is already escalated to the highest level and there is nothing more they can do, therefore your support will be most welcomed. - just come off the phone to them no further progress and have been advised i will have a call back at 3.00pm tomorrow, which actually means no return call - then the weekend and nobody available to speak to me until Monday, this has been the pattern for the last 4 weeks!

Hi,

I've just checked, and there is no PM. Can you resend it.

cheers

Gavin

Firstly I would like to point out that I am new to this forum so apologies if this gets posted in the wrong place on this thread.

My next door neighbour has exactly the same problem as described in this discussion. He perhaps is lucky as he has only been without his connection for 3 days. Calls to EE support just result in the same resetting process being followed each time with test logonids being entered etc. again as described in this thread. I wondered if the problem was ever resolved with EE? Thanks

Did this ever get fixed? 2 months since you 1st posted.

Just to let folks know that as of today my neighbour is back up and running. No clear explanation from EE as to how the problem was resolved. Shame it took 4 days and numerous calls to technical support.

Hi,
The only way I got this resolved was to change the ISP, I ended up 36 days without Internet access, spoke to every department possible, thought if I'd hold out long enough it would get sorted - it never did, after 25 days EE tried a lift and shift at the exchange which apparently didn't work either, couldn't wait any longer, in total- 27 promised return calls never returned, every action was given 5 days to complete but never worked. EE were happy to blame other internal departments for the distruption and that was it! Took my mac code to another ISP and the got me up and running immediately. I will never us EE for broadband or moibile again thier service is unbelievable. Hope your issue gets resolved quicker, my only advice is - don't believe a word they say, don't hang like I did with the hope that any professional business will resolve it because EE don't fit that model!