Line Synced - but cannot authenticate

On Thursday afternoon my ADSL connection to Zen Internet dropped out and will not authenticate. The strange thing is the line shows as synced on the router status screen and the light is solid on the front of the router.

I am using a Netgear DG834PN router and the log is as follows for the last 20 minutes or so:

Sat, 2000-01-01 00:38:30 - LCP is allowed to come up.
Sat, 2000-01-01 00:39:30 - Initialize LCP.
Sat, 2000-01-01 00:39:30 - LCP is allowed to come up.
Sat, 2000-01-01 00:40:30 - Initialize LCP.
Sat, 2000-01-01 00:40:30 - LCP is allowed to come up.
Sat, 2000-01-01 00:41:30 - Initialize LCP.
Sat, 2000-01-01 00:41:30 - LCP is allowed to come up.
Sat, 2000-01-01 00:42:31 - Initialize LCP.
Sat, 2000-01-01 00:42:31 - LCP is allowed to come up.

I have spoken with Zen on numerous occassions and tried different logins bt_test etc but still no connection.

A BT engineer called yesterday and did a load of tests and then a 'lift and shift' at the exchange - but still the same problem.

Zen are stating that the autentication attempts are not making through to their servers.

Can anyone shed any light?

Most likely to be not at the exchange but in the misty cloud between exchange and Zen, possibly a Service Selection Barring problem.

Thanks for coming back so quickly.

I have just had a look at the FAQ's on this site about Service Selection Barring but I also cant get a test connection to bt_test etc.

Do you think it's the same problem and who is at fault, Zen or BT?

I am getting really fed up as I need the connection to run my business and I seem to be getting the run around with BT coming back to Zen with 'Diagnostics done - ask customer to try again' all the time but never actually saying what they have done!

In reply to:

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who is at fault, Zen or BT?

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Zen are your provider so ultimately it is down to them to sort it out, even if it is a BT system issue.

Have you left it off for an hour (or overnight) then logged in with bt_test@startup_domain

also check that you have 0,38 as the VP and VC settings as I've seen these flip back to different defaults.

Did the engineer's test modem get an IP ?

It's fixed!

The engineer who did a 'lift and shift' at the exchange hadnt configured the new port correctly following the move so I was still being directed to a faulty port when attempting to authenticate.

Zen asked BT to change the settings and hey presto, I'm back online.

The red herring was the symptoms following the 'lift and shift' were exactly the same as before but for completely different reasons.

In reply to:

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The red herring was the symptoms following the 'lift and shift' were exactly the same as before but for completely different reasons.

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Support man's nightmare! Some poor guy at Zen needs a monk right now.

Edit:- OOps. Some poor support person.... (At least at Zen they aren't script monkeys).
2nd edit:- Monk-eys?

Edited by RobertoS (Tue 30-Oct-07 22:30:45)

I had this problem when I was at a&a and the problem turned out to be a RAS server fault which BT had to fix not an easy thing to get escalated as typically the users equipment, line and exchange are checked out first.