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Standard User Allan1
(member) Sat 16-Nov-13 18:41:02
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Any ideas on what is wrong with this


[link to this post]
 
Hi,
My recently widowed neighbour gets her phone and broadband through the Post Office but the broadband hasn't worked for a couple of weeks now. As she is a technophobe I've been trying to assist her and thought that the problem might have been that there was no DNS (see this thread but I was mistaken. She got through to the technical support helpline and they said someone would phone her at 7 on Thursday evening if I could be there to mess about with the router settings etc. Went round on Thursday and by the time it reached 7:45 we decided that they mustn't be going to ring. Dead batteries on 3 telephone extensions later at about 10pm we managed to get an answer from the technical support people who went through the normal turning router on/off, turning firewalls off, running tests on the line etc. No joy.
I've now tried the connection with 3 different routers and 2 different computers. The modems all say that there's an ADSL connection but no combination of router/computer will connect to the internet. Anyone got any ideas what could be the cause? I'm fairly sure that the problem must lie somewhere on the network outside her house but I've no idea what it could be.
Thanks
Allan

Al
Administrator MrSaffron
(staff) Sat 16-Nov-13 19:46:41
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
If the ASDL line stats look sensible and its not authenticating, then probably the migration from the old BT Wholesale platform to TalkTalk wholesale platforms has messed up

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Allan1
(member) Sat 16-Nov-13 20:48:57
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Re: Any ideas on what is wrong with this


[re: MrSaffron] [link to this post]
 
Hi,
Yes, When I check her line with another ADSL provider it says that a MAC code would be required for her to migrate and I guess that means that the broadband is still with BT, but the exchange has TalkTalk's LLU installed so I'd have thought her line would have moved to them. But in that case would the problem not have manifested itself earlier than 2 weeks ago - or are their line migrations not done all at the same time?
Thanks
Allan

Al


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Standard User XRaySpeX
(eat-sleep-adslguide) Sat 16-Nov-13 20:59:40
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
In reply to a post by Allan1:
When I check her line with another ADSL provider it says that a MAC code would be required for her to migrate and I guess that means that the broadband is still with BT,
No, it doesn't! It just means other ISP asks for MAC regardless. They won't know who har ISP is. Do they give a speed estimate? If so it means her landline is still BT WLR. So she can't be on TT Full LLU.

If the ADSL line stats look sensible then the issue can't be in her house unless the connection between router and PC has been broken.

Post the full router stats, including any 'Connected/Not Connected' indications. What does logs say?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User Allan1
(member) Sat 16-Nov-13 21:17:33
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
Hi,
When I looked at the router status page the ADSL said 'Showtime and a connection speed of around 8 meg. Can't remember the actual text from her router logs. I'll have to go across and copy what it says onto my laptop then come back home to post it where I can get a decent connection to my own network - as she's at the limit of my wifi range and the connection drops out too often if I try to connect from over there. I'm going to have to try again on Monday maybe as I have to go out and help the poor publicans in my village to stay in business smile
cheers
Allan

Al
Administrator MrSaffron
(staff) Sat 16-Nov-13 21:25:54
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
Remember also that TalkTalk Wholesale services are not exclusively full LLU either.

On the issue of when, the migrations have been ongoing and it could be something as daft as line got missed and was left with BT Wholesale and that login has been turned off, or as fun as the line was moved on the day things broke but the authentication was not carried across.

NOTE: If it is a case of a few sites working, then the issue may actually be the wrong MTU - usually seen as normal HTTP sites work, but secure HTTPS stuff does not.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User XRaySpeX
(eat-sleep-adslguide) Sat 16-Nov-13 21:34:11
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
It may not be on the main 'Showtime' stats page, but on my Orange router it shows separately:
Broadband Type: ADSL
Broadband State: Connected
Internet State: Connected

Time Connected: 21 days 01:07:05
Look for something like that and in the logs 'CHAPS/LCP authentication (un)successful'.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User XRaySpeX
(eat-sleep-adslguide) Sat 16-Nov-13 21:46:15
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Re: Any ideas on what is wrong with this


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
Remember also that TalkTalk Wholesale services are not exclusively full LLU either.
No, what I remember you said about PO moving to TT:
In reply to a post by MrSaffron:
2. Will those with Home Phone+Broadband be given an option to remain on current WLR+SMPF platform, or will they move to a fully unbundled platform
If in an area which the full LLU service is available then customer will be moved to the on-net LLU platform, unless they have Red Care (rare alarm system).
So unless neighbour has Red Care?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Administrator MrSaffron
(staff) Sat 16-Nov-13 21:53:14
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
We don't know the person is in a TalkTalk LLU area - and also while likely they are full LLU now - still a reasonable probability they are not. Particularly as things seem to be messed up.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User XRaySpeX
(eat-sleep-adslguide) Sat 16-Nov-13 22:08:59
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Re: Any ideas on what is wrong with this - EDITED


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
We don't know the person is in a TalkTalk LLU area
Yes, you do!
In reply to a post by Allan1:
but the exchange has TalkTalk's LLU installed
Sure, anything's possible, but the likelihood is that it's going to what you set out, unless you were wrong in the 1st place.

EDIT: Isn't it also (more) likely she has not yet been moved over to TT as her line seems to be still WLR?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC

Edited by XRaySpeX (Sat 16-Nov-13 22:16:58)

Standard User brandscill
(member) Sat 16-Nov-13 23:48:47
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
You say you had no joy after running through the usual with post office tech support. What did they said they would do after nothing worked? 2nd level support?
Standard User XRaySpeX
(eat-sleep-adslguide) Sun 17-Nov-13 05:55:33
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Re: Any ideas on what is wrong with this


[re: MrSaffron] [link to this post]
 
I've checked the Xilo Checker, the one the OP probably used.

If the line is Full LLU, it comes up with:
We are currently not able to deliver any results on the number entered. This could be because it is a new number, not an active BT Wholesale service or one that is incompatible with broadband.
If the line is WLR hosting BB, then it comes up with:
Line status: ADSL already active on line, MAC required.
and the BTw speed estimates for its various packages.

Therefore, the neighbour is still on WLR and, on the balance of probabilities, has not yet been moved to TT, but could well be in the process of being so, for over 2 weeks [ugh!]..

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC

Edited by XRaySpeX (Sun 17-Nov-13 05:59:29)

Standard User XRaySpeX
(eat-sleep-adslguide) Sun 17-Nov-13 14:50:52
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
So it looks like PO started moving her to TT about 2 weeks ago and they decided to move the BB first to Partial LLU TT. They've done the wiring OK as shown by the phone works, is still WLR and the BB syncs, but they forgot to register her credentials on the TT authentication server.

When you look in the router you should see ADSL Connected but Internet Not Connected and logged events of 'Authentication Failed'.

You/She need to get on to PO and tell them to register her credentials on the authentication server PDQ. They should do this within a matter of hours if not minutes. Do not accept an eng visit; it is pointless as issue is at their end and solution on their desks. She should also demand her BB charges for this month be refunded + compensation. Firms should pay for their mistakes.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User Allan1
(member) Mon 18-Nov-13 21:05:36
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
Hi,
I've got what stats I could from the router.
From The Zyxel router:

"1/1/2010 0:0:29> MPOA Link Up
1/1/2010 0:0:29> netMakeChannDial: err=-3000 rn_p=8074451c
1/1/2010 0:0:35> Last errorlog repeat 11 Times
1/1/2010 0:0:35> ppp_ready: ch:807636cc, iface:80656e94
1/1/2010 0:0:35> PPPoE Connected
1/1/2010 0:0:35> SNMP TRAP 3: link up
1/1/2010 0:0:35> Accept() fail
1/1/2010 0:0:35> Accept() fail
1/1/2010 0:0:35> netMakeChannDial: err=-3000 rn_p=8074451c
1/1/2010 0:0:41> Last errorlog repeat 11 Times
1/1/2010 0:0:41> WEB Login Fail
1/1/2010 0:0:41> Last errorlog repeat 1 Times
1/1/2010 0:0:43> netMakeChannDial: err=-3000 rn_p=8074451c
1/1/2010 0:0:50> Last errorlog repeat 2 Times
1/1/2010 0:0:50> WEB user <admin> login
1/1/2010 0:0:55> netMakeChannDial: err=-3000 rn_p=8074451c
1/1/2010 0:1:0> Last errorlog repeat 2 Times


[ SAR Counters ]
inPkts = 0x0000004f, inDiscards = 0x00000000
inF4Pkts = 0x00000000, inF5Pkts = 0x00000000
inDMATaskEnd = 0x00000000, inBufErr = 0x00000000
inCrcErr = 0x00000000
inBufOverflow = 0x00000000, inBufMaxLenErr = 0x00000000
inBufLenErr = 0x00000000, inBufDescrOV = 0x00000000
outPkts = 0x000000aa, outDiscards = 0x00000000
outF4Pkts = 0x00000000, outF5Pkts = 0x00000000
softRstCnt = 0x00000000
inCrc10Err = 0x00000000
inMngBufOV = 0x00000000, inCcBufOV = 0x00000000
inMngBufDescrOV= 0x00000000, inCcBufDescrOV = 0x00000000
inMpoaErr = 0x00000000, inVlanHit = 0x00000000
inCcUDoneErr = 0x00000000, inCcUBDURErr = 0x00000000
outAckDiscards = 0x00000000
relative capacity occupation: 50%
noise margin upstream: 26.0 db
output power downstream: 11.5 dbm
attenuation upstream: 4.0 db
carrier load: number of bits per symbol(tone)
tone 0- 31: 00 00 00 02 45 67 88 88 88 98 88 87 76 65 42 20
tone 32- 63: 04 56 79 9a bb cc dd dd dd dd dd dd dd dd dd dd
tone 64- 95: 0d dd cd cc cc cc cc cc cc cc cc cc cc cc cc cc
tone 96-127: bc cb cb bc bc bc cc cb bb cb bb bb bb bb bc bc
tone 128-159: bb bb bb bb bb bb bb bb bb bb bb bb bb ba bb aa
tone 160-191: a9 aa bb aa aa ba aa aa aa aa aa aa aa aa aa ab
tone 192-223: aa aa aa aa aa aa a9 aa aa aa aa aa aa aa aa aa
tone 224-255: aa aa aa a9 a9 9a 99 99 99 aa 99 99 99 99 88 76
relative capacity occupation: 101%
noise margin downstream: 6.5 db
output power upstream: 12.0 dbm
attenuation downstream: 5.5 db
carrier load: number of bits per symbol(tone)
tone 0- 31: 00 00 00 02 45 67 88 88 88 98 88 87 76 65 42 20
tone 32- 63: 04 56 79 9a bb cc dd dd dd dd dd dd dd dd dd dd
tone 64- 95: 0d dd cd cc cc cc cc cc cc cc cc cc cc cc cc cc
tone 96-127: bc cb cb bc bc bc cc cb bb cb bb bb bb bb bc bc
tone 128-159: bb bb bb bb bb bb bb bb bb bb bb bb bb ba bb aa
tone 160-191: a9 aa bb aa aa ba aa aa aa aa aa aa aa aa aa ab
tone 192-223: aa aa aa aa aa aa a9 aa aa aa aa aa aa aa aa aa
tone 224-255: aa aa aa a9 a9 9a 99 99 99 aa 99 99 99 99 88 76
"
And from the Netgear router:

"
Router Status

Account Name
Firmware Version V1.02.15

ADSL Port
MAC Address 00:10:4D:B7:FF:15
IP Address ---
Network Type PPPoA
IP Subnet Mask ---
Gateway IP Address ---
Domain Name Server ---

LAN Port
MAC Address 00:18:4D:B7:F6:14
IP Address 192.168.1.1
DHCP On
IP Subnet Mask 255.255.255.0

Modem
ADSL Firmware Version A2pB023b.d20e
Modem Status Connected
DownStream Connection Speed 8032 kbps
UpStream Connection Speed 448 kbps
VPI 0
VCI 38


Sat, 2000-01-01 00:00:26 - Initialize LCP.
Sat, 2000-01-01 00:00:26 - LCP is allowed to come up.
Sat, 2000-01-01 00:01:25 - Initialize LCP.
Sat, 2000-01-01 00:01:25 - LCP is allowed to come up.
Sat, 2000-01-01 00:01:56 - Administrator login successful - IP:192.168.1.2
Sat, 2000-01-01 00:02:25 - Initialize LCP.
Sat, 2000-01-01 00:02:25 - LCP is allowed to come up.
Sat, 2000-01-01 00:03:25 - Initialize LCP.
Sat, 2000-01-01 00:03:26 - LCP is allowed to come up.
Sat, 2000-01-01 00:04:26 - Initialize LCP.
Sat, 2000-01-01 00:04:26 - LCP is allowed to come up.
"
Further contact from the PO. They're going to send a replacement router - in 3 or 4 days time(which I guess won't make a difference), also she had a phone call from an engineer who said he would get back in touch after she has tried the new router.
Thanks Allan

Al
Standard User Allan1
(member) Mon 18-Nov-13 21:09:13
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Re: Any ideas on what is wrong with this


[re: brandscill] [link to this post]
 
Hi,
They said they'd get in touch with an engineer, andthey're now going to send a new router.
thanks
Allan

Al
Standard User XRaySpeX
(eat-sleep-adslguide) Mon 18-Nov-13 22:12:49
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
In reply to a post by Allan1:
They're going to send a replacement router
Waste of time! One for your collection smile

Yes, you got sync (Modem Status Connected - DownStream Connection Speed 8032 kbps) but no Internet (IP Address ---).

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User brandscill
(member) Mon 18-Nov-13 22:18:47
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
Seems like it's the standard hoop jumping to actually get anything done.

Similar procedures were in place when I joined last year.
Standard User Allan1
(member) Tue 19-Nov-13 00:14:33
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
Thanks for all the help to everyone.
I've suggested she writes to whoever is the CEO of the PO now, and ccs a couple of newspapers as I think they should fix the problem and compensate her(and maybe make a financial donation to this forum smile) - but she says she doesn't want the hassle.
No criticism of the PO support staff who must be run off their feet at the moment but it's pretty appalling that someone should have to spend so long attempting to log/explain a fault and hardly seems like the policy of an organisation that might want to retain or attract more customers.
I was talking to someone else from our village that has their broadband through the PO and apparently they have been given new customer credentials - my neighbour has not mentioned any such change so I wonder if that has something to do with the problem.
cheers
Allan

Al
Standard User XRaySpeX
(eat-sleep-adslguide) Tue 19-Nov-13 02:28:32
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Re: Any ideas on what is wrong with this


[re: Allan1] [link to this post]
 
In reply to a post by Allan1:
I was talking to someone else from our village that has their broadband through the PO and apparently they have been given new customer credentials
Perhaps that replacement router won't be such a bad idea after all. Good chance they'll send new creds with it (often in form of credit-card type card).

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User brandscill
(member) Tue 19-Nov-13 08:01:45
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Re: Any ideas on what is wrong with this


[re: XRaySpeX] [link to this post]
 
Annoyingly they preload the credentials and don't share whys they are (or at least they did a few months back)

Either way if she gets new credentials they'll be able to see in modem pages
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