Pulse8 down?

Anyone with Pulse8 connection down?

Went to bed last night was fine. My Dad was changing a light socket so turned tge power off this morning and cant connect since. Not sure if its down since then or died during the night. Syncs and everything just wont connect

Spoke to P8 support and their portal to look at my line is down so not sure if its linked or not

Have you power-cycled the router, and modem if there is one, since turning the power back on?

All fine. If Pulse8 were down the TalkTalk boards would be screaming.

Just you guys I'm afraid.

LR and fibre with Pulse8 and everything is as usual for me...

Yup many times

Until P8 can view their logs i wont know if the connection was down before the power was turned off or not. Would help with diagnostics

Is it possible the power going off then back on half hour later blew something in the router? I dont see how it could tho if all lights are on and its getting sync

I always have a spare modem and my old router set up with all the ISP details , ready to go for diagnostics.

That way I can prove if it is the connection or my kit at fault.

I dont unfortunately. Could i buy one and take it back for a refund of its not tge router?

Update from P8: For some reason their system wont let them lookup my line. Seems its only my line it won't lookup as works with other numbers they tried. Its been reported but they say nothing has changed so dont know why or if it's related

My 1st thought was have i been slammed and P8 no longer control my line. Who knows?

Edited by bobble_bob (Fri 04-Mar-16 11:37:48)

Is your telephone working? Is there noise on it? Are you on ADSLx or FTTC?

Have you got an unlocked HG612 modem or does what you have show the line stats?

Are you in the Huddersfield area by any chance?

Huddersfield exchange
Customers at Huddersfield exchange are currently experiencing a loss of service, The cause is unknown at this time. Our field engineer has arrived at the Huddersfield exchange and is currently checking the power setup to the MSAN. At this stage we are unable to issue an ERT until our engineer has completed further diagnostics.

https://www.talktalkbusiness.co.uk/network-status/

Edited by deleted (Fri 04-Mar-16 11:50:23)

Adsl2+

Phone working, no noise, sync speeds and noise margins are all the same as they have been before. Have an old Netgear DG834v5 so line stats are basic but nothing looks amiss or different to before

Assuming the internet was working right up to the power going off earlier its either the router has died (do doubt that if its getting sync) or its there end. The fact they cant view my line on their system is worrying and i wonder for whatever reason im no longer on their authentication database that the router having ot re-authenticate this morning is why i cant connect? Although i was under the impression your connection regularly authenticates anyway

Saw that earlier. Im in Croftom so about 17 mile from Huddersfield but there is an exchange near my house

Have you checked the username and password haven't been lost somehow? Or any other settings. If not, then the next step is a factory reset of it.

Edited by RobertoS (Fri 04-Mar-16 12:15:23)

Yup all still in. Even re-entered them to make sure.

Will factory reset if P8 come back with the all clear at their end

Spoke with i think was Adam and they cant find me on the system. They found me on their accounys system do know i exist which is good.

He can see the ticket is still active with Openreach but said its impossible to speak to anyone there as they're a faceless entity which we all know. He seems to think for whatever reason my login details have been removed off the RADIUS server and apparently this isnt the first time its happened. Doesnt know when they may rebuild my profile but said he will 'bump' the ticket

So anyone heard of this before? Openreach just deleting you?

In reply to a post by bobble_bob:

So anyone heard of this before? Openreach just deleting you?

Are you on TTB equipment?

Matt

Yup. You know anything about this from your end?

I thought TTB delt with this but P8 said Openreach do

Edited by bobble_bob (Fri 04-Mar-16 19:26:15)

As you're on TTB equipment, it must be TTB's RADIUS and BT have no involvement in the authentication process.

TTB have had some odd issues in the last few weeks. Mainly around orders/changes where one order is placed but this is processed more than once leading to duplication. This could be related to something they've not isolated yet within their management systems.

Check the sync rate you're seeing is the same as they're seeing on the other end. This will rule out being accidentally shifted at the exchange end. The TTB test details may work to confirm you are on their equipment if they cannot see the sync rate.

Username: [email protected]
Password: testing

Matt

Cheers will test when i get home

Pulse8 cannot see me on their records. They typed my line number into their system and came back with no result. Hence they believe ive been deleted and cannot see anything to do with my line.

Just get a "this line is working" message using the test login
Is that what should appear?

Is your number identified if you dial 17070 ?

Yes.

That would indicate you're on the TTB kit still and something TTB will need to fix.

Matt

Yup nothing changes there

Ok thanks. So any reason TTB would remove me from the RADIUS servers?

If related to their systems issues the last few weeks, they might not even know.

Likely cause is a system issue or just admin error. Shouldn't take too long to fix.

Matt

Say if they deleted me by accident last week, wouldnt that have booted me off the network straight away? Weird it only happened after rebooting the router. Unless authentication only happens once when you first connect

Shame P8 dont work weekends so probably be Monday now before a fix

Not necessarily. You probably held the session and it finally dropped when the router went off.

Matt

Cheers Matt. I assume its a RADIUS server issue. Cant see why else they cant find me on the 'portal' as they describe it when doing a phone number search

Not bound to. My router held on to a Pulse8 IP address and my TBB BQM kept monitoring it for a full two days after a switch to Uno. Router power cycle grabbed the new connection. Can't explain how it happens after you have left, but seen it before.

This doesn't exactly make P8 look good... specially when they're contacting Openreach who they should know will quiet rightly say the "line is syncing with them and that theres a dial tone present, so go away"

and seriously no support at all at weekends? That's not very good for some IMO.

They do support at weekends and at all hours during the week, though think it is remotely so no office phone service. That said, it's a broadband problem, so first call should be TTB I would think, even if it does get bounced to OR.

So weekend support would be limited?

P8 should be passing it to TT Wholesale, Openreach only provider infrastructure (and thats working)

I think the OR ticket was raised to see why P8 couldn't view me on their system. Sam told until they can see my connection they cant help diagnose as they dont know if any authentication requests are being made to the RADIUS server.

Although that issue is almost certainly linked to me not connecting so probs still a TTB problem

This isn't an Openreach issue though but if a TTB circuit, they cannot raise with OR directly anyway.

You may need to assume they've raised to TTB.

Matt

In reply to a post by mlmclaren:

So weekend support would be limited?

P8 should be passing it to TT Wholesale, Openreach only provider infrastructure (and thats working)

I always had weekend support where ever it came from and I expect the likes of Adam has full console control from home anyway.
Their claim:-
we keep you happy by giving unbeatable, personal service and a superfast connection 24/7.

Dunno how many people work for them but ive only ever spoke or had emails from Adam or Sam so for such a small company cant expect 24/7 support although it would be nice

I have dealt with one other who is in the same department as Sam, but cannot remember his name. There are several in the Compucare and Web design departments. Saw another chap on Linkdin how recently joined. No idea of total number, but know there is higher customer care for certain packages.

Just rang Pulse8 this morning. The ticket Adam told me was raised with Openreach wasnt, and it appears it was someone at TT they contacted. He said the ticket has been passed to another department who dont open until 9am, so they will ring them at 9 and get an update.

Was definetely told OR on the phone though on Friday, but whoever i spoke to this morning said you cannot raise tickets directly with OR anyway

Edited by bobble_bob (Mon 07-Mar-16 08:35:33)

Just got a call back from Pulse8. Its with the TT Faults team in a queue at the minute so just have to wait for it to get seen to, they say within 24hrs. I asked what they think the fault is and he said they may need to rebuild my profile.

So just a case of seeing if it comes back on now. Dunno how quick the faults team get around to these things, hopefully not too long

Well they raised faults direct with Openreach for my TTB line faults, and phoned and contacted them for job updates. That is Adam - Sam is more on the money.

It was Sam that said they cant contact them directly. Who knows anyway but seems its getting looked at by the right people

Not sure how it all works anyway. Like what do TTB have to do for P8 to 'see' my line?

Edited by bobble_bob (Mon 07-Mar-16 11:10:16)

I had many OR visits - 8 in two weeks at one time, before the bad joint causing phone line noise was found and rectified. I often had " The Openreach chap I spoke to " in conversations with Adam, so who knows if what I was fed was correct. Your problem is a strange one. Unusual that nobody seems to know anything, which does little toward a speedy resolution.

I think the consenus is ive been deleted from the TTB RADIUS servers so in effect my line doesnt exist. Why i was deleted is anyones guess

Going to ring back tonight for an update

Got home, and it appears as of 12pm i was reconnected. Phoned P8 to tell them and they can see me there end too.

I asked Adam what the reason was, but the ticket hasnt been updated yet so he doesnt know. All he said was "fault ops" fixed it and it appears i was dropped off the radius server. He said he has only seen this happen twice in 5 years.

Rebooted the router to double check and still on, so all is good. Strange event but sorted eventually

It does appear now Adam made a error in reading the ticket as it looks like they did contact TTB. They passed it onto the faults department who must not work weekends as it was only fixed today.

Yes Broadband is strange at times. My line a problem for a long time. A switch from Zen/Freeola to Pulse8 eventually got my bad joint sorted, but they always stated I still had many errors, so I ended with an interleave depth of 64 and horrendous latency. I now have no interleaving or bad latency. Few errors and a well behaved connection for the same resold product, so yes, strange.
Latest 15 minutes time = 10 min 10 sec
FEC: 0 0
CRC: 2 0
ES: 2 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
Previous 15 minutes time = 15 min 0 sec
FEC: 0 0
CRC: 1 0
ES: 1 0
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0
Latest 1 day time = 3 hours 40 min 10 sec
FEC: 0 0
CRC: 30 0
ES: 26 5
SES: 0 0
UAS: 35 35
LOS: 0 0
LOF: 0 0
Previous 1 day time = 0 sec
FEC: 0 0
CRC: 0 0
ES: 0 0

Edited by professor973 (Mon 07-Mar-16 17:52:13)

Best sometimes just to accept it and not question it

Im naturally inquisitive though so like to know why something went wrong, rather than just "its fixed, goodbye". Whether someone at TTB deleted a user who had left and their number was similar to mine and they entered it incorrectly, who knows

If you dont count the weekend then it was around a 24hr fix, so not too bad

Edited by bobble_bob (Mon 07-Mar-16 19:28:53)