Anyone else's connection down?

dlorde · May 23, 2009, 11:18:31

My broadband connection went down at about 4:30am today, and remains down. The phone line seems OK, and I've reset, power-cycled and restarted the router, but no joy. Every connection attempt produces this log:

08/01/2003 00:33:50 If(ATM1) PPP fail : Timeout in LCP negotiation
08/01/2003 00:33:00 ATM1 start PPP
08/01/2003 00:33:00 Dial On Demand(ATM1)

Currently connecting via my mobile link...

Simon · May 23, 2009, 11:21:21

I am on my phone now, but my connection has been fine.

Rik · May 23, 2009, 11:21:49

No problems here. Is the ADSL light coming on?

dlorde · May 23, 2009, 11:30:44

Quote from: Rik on May 23, 2009, 11:21:49
Is the ADSL light coming on?

Yes, the ADSL light is on, there's just no internet connection.

Rik · May 23, 2009, 11:38:52

Does the router log show whether or not you're establishing a PPP connection? TBH, I think your best bet is to call the out of hours number: 01462 476556.

dlorde · May 23, 2009, 11:46:46

Quote from: Rik on May 23, 2009, 11:38:52
Does the router log show whether or not you're establishing a PPP connection? TBH, I think your best bet is to call the out of hours number: 01462 476556.

All I get from the router is what I posted previously - PPP fail : timeout in LCP negotiation.

I'll call the number, thanks.

Rik · May 23, 2009, 11:51:32

Sorry, in this kind of situation, there's little we can do from here. Miriam is on call this weekend, so you're in good hands.

miriam_idnet · May 23, 2009, 12:09:02

Please be aware BT have a major service outage on the Kingston Node affecting multiple customers. This is not an ISP or exchage specific outage.

BT is making progress towards full restoration of Service. An Engineer is now on site, operational teams are carrying out remote diagnostics.

Anticipated clear time is 1400hrs

Regards,

Miriam
IDNet Support

Rik · May 23, 2009, 12:09:49

They do pick their moments.

miriam_idnet · May 23, 2009, 12:10:41

Tell me about it!

Rik · May 23, 2009, 12:14:12

I was trying so hard to give you a quiet weekend.

dlorde · May 23, 2009, 12:58:22

Quote from: miriam_idnet on May 23, 2009, 12:09:02
Please be aware BT have a major service outage on the Kingston Node affecting multiple customers. This is not an ISP or exchage specific outage.

Aha!Thanks Miriam, I guess that must be the problem.

Rik · May 23, 2009, 13:00:17

Hopefully, you haven't got too much longer to wait.

dlorde · May 23, 2009, 13:33:21

Fortunately, I'm away for the rest of the weekend

hairyman · May 23, 2009, 13:47:02

Yes my bb connection failed sometime today.

Am using old reliable Tiscali dial up to send this. Idnet dial up fails as well ( I guess the dial modems are swamped at IDnet)

I get normal connection to my router ( reboots dont Help) , Syncs to my exchange ( in Gloucestershire nowhere near Kingston ( on Thames or on Hull

? or even Jamaica sounds better ) are as normal.

Same on other Pcs here.

Have sent a dialled up email to Idnet via the web interface and direct!!

It has mucked up our Live timing to F1 Monaco but thats life!!!

Isnt dial up slow ( but reliable ?)

Result I will have to do more gardening !!!!!!!!!!!!

Hairyman

hairyman · May 23, 2009, 13:59:55

How come a single fault in BT network can knock out people all over the place .
I thought redundancy was the whole ethos of the net ie a web of connections , or has the BT giant rewritten the rules.

If so shouldnt it be broken up completely into many suppliers like other utilities !!

Also just noticed that on Router Stats program I see the routers SNR reports on the graph has dropped by 1 to 2 db since I have had the dial up connection to Tiscali on , reference the ongoing grotty BT line problem I have.

On this subject BT have so far ignored all my complaints , I have even sent them a letter recorded delivery in which I have threatened a small claims action. I asked for a deadlock letter from them with no result. Idnet are not interested as they say its a line problem , BT claim its a BB problem . Catch 22 ever . I suspects the Ombudsman will not be interested as its not a billing or normal service problem.

Anyway if BT get their Kingston Node sorted at least I will get my 2 to 3 meg back ( 1meg after a burst of disconnections )

HAIRYMAN

Sebby · May 23, 2009, 14:02:57

I'm not sure to be honest. I guess that's just BT for you.

Rik · May 23, 2009, 15:12:50

Quote from: hairyman on May 23, 2009, 13:59:55
How come a single fault in BT network can knock out people all over the place .

Because the new network has 20 nodes around the country, Chris, and if one of these goes out, it takes a lot of customers with it. At that point, you're not on the 'net, you're on BT's network, so there is little or no redundancy.

miriam_idnet · May 23, 2009, 17:32:30

Following on from the above update;

BT is making progress towards full restoration of Service. Progressive restoration is in progress.
Current anticipated clear time is 1800hrs

Regards,

Miriam
IDNet Support

Rik · May 23, 2009, 17:33:42

eh?

gyruss · May 23, 2009, 19:40:17

Had 3 disconnections (possibly resyncs in the last 1.5 hours). Is there still a problem for other folk too?

hairyman · May 23, 2009, 21:54:19

Hi All

My connection is still down at 2145hrs Sat 23 May it been off since 0430 this morning.

Rik I now understand that the BT network is fully useless if one fault can take out maybe 5% ( 1 of 20 ) customers. Any decent system ( like the one at my office - an international engineering company) is fully robust with even the login domain servers duplicated. I read that BT now use Chinese made equipment that security press articles say can be accessed by the manufactures / government over there.

Time for BT to be rubbed out, I assume the few remaining BT staff enginners will ensure a good chunk of double time solving this one before Ian Livingthingy sacks them all.

Put Ross Brawn in charge maybe he could turn them around in 3 months like he has done with Honda now Brawn GP. Maybe hisbacker Richard Branson could Virginise BT.

Dial up via Idnet now OK , the connection via Tiscali also OK.

Just like the old days , still its a great way to avoid my problem with fouled up IPprofiles.

Phonecalls to my locals indicate most of the BT based mugs in the county are off as well must be hundred of thousands in all. LLu guys are OK though!!

HAIRYMAN

Simon · May 23, 2009, 23:18:13

Just a shot in the dark, but have you tried rebooting your router, Hairy?

hairyman · May 23, 2009, 23:34:38

Yup many times now. The router interface also allows you to reconnect just the ppp session , Neither method works.

Are others back on now seems like many are effected around here if they are unfortunate to use BT.

Just deciding who to send my dial up bill to? MAC code request anyone.

Regards

Hairy

Sebby · May 24, 2009, 01:17:33

BT? Why would you want your MAC? This would affect any non-LLU ISP.

hairyman · May 24, 2009, 10:09:16

Hi Sebby

Guess I mean "the final straw breaking the camels back" what with all my other bb problems that BT and IDnet keep bouncing back to each other. One saying its a line fault the the other the reverse. Idnets solution on my last phone call was to transfer my phone services to them then they could sort the "line problem". ( felt like blackmail ) . I am on contracy on my phone for a few more months anyway.

I am not really concerned who has fouled up the bb network this weekend as my supplier is fully responsible under law ( legal and natural) . I do know that BT is under great pressure and hopefuly will fail and be replaced !!

Probably will go 3g as its cheaper than bb via line and as my connection runs at around 1500kbps on the idnet link the spped will be what I have got used too .

Also I can dump the land line as well as mobo deals with Tesco now ofer 400mins for £10 p month to my usual calling circle.

My bb sconnection is still down good syncs to the exchange but no ppp . Left router off all night with no change. Been off since first light Sat morning now . Time now is 1000hrs Sunday morning.

Hope the internet comes back soon , dial up is fun though!!!???

Rik · May 24, 2009, 10:11:07

Miriam has posted that the Kingston problem's been resolved, Chris, so if you're still down I would suggest phoning IDNet.

miriam_idnet · May 24, 2009, 11:30:14

Quote from: hairyman on May 24, 2009, 10:09:16
Hi Sebby

Guess I mean "the final straw breaking the camels back" what with all my other bb problems that BT and IDnet keep bouncing back to each other. One saying its a line fault the the other the reverse. Idnets solution on my last phone call was to transfer my phone services to them then they could sort the "line problem". ( felt like blackmail ) . I am on contracy on my phone for a few more months anyway.

Hairyman,

If you recall correctly you were speaking to myself on this occasion.

You were explaining how you felt your line desperately needed fixing and you had ended dicussions with BT Retail to resolve your line as they wished to send an engineer to your premises on the proviso you agreed to the possible charges should the engineer find no fault etc. As you refused to accept this possibility you were in something of a stalemate.

However felt that you were not being taken seriously by BT and felt you were getting nowhere, at which point i explained that if this is the case there was the option to transfer your service to IDNet at which point we would take over the fault investigation. I then went on to suggest you got back on to the person within BT managing your case and agree to the engineer visit on the proviso you get a written confirmation that in addition to the engineer being made fully aware that the fault is intermittent and may not be evident while on site,unless there was no fault found/the fault was proved to the customers hardware no charge would be applied. You agreed this sounded like the best solution.

I sincerely resent the suggestion this could have come across as "blackmail" especially since we have been above and beyond to try to resolve your issue even offering advice when the case is clearly out of our hands. Unfortunately the problem is your line which can only be resolved by your PSTN provider.

If you would like you MAC please drop an email to support@idnet.com and we will be happy to generate it for you.

As it stands your current loss of PPP has been raised to BT as discussed, as soon as we have an update from BT we will be in touch.

Regards,

Miriam
IDNet Support

hairyman · May 24, 2009, 13:32:52

Hi Miriam

BT have completely ignored my requests and even made no response to three complaints via their escalation channels. I had only one returned call from BT and that was checking if the problem was resolved. I can only say how it felt when Idnet said they could do more only if I was their Phone customer.

On reflection I withdraw my " felt like black mail " accusation and apologise to you and transfer it to BT .

All I want is a reliable 2meg ish service with a small download amount per month , should be easy as I can walk to the exchange in 4minutes !!!

I will review your Anytime phone deals later this summer when I finish with BT. A fully mobile wireless phone and bb would be an alternative as well.

BT still suggest it is a broadband problem and Id say its phone. I am happy with yr service from Id hQ onwards to the net but the bit you rent from me to you is not performing consistantly.

In the meantime I am back on dial up due to some foul up by your provider. I believe ID provides a good fast link to the net and unrivalled good service but is hampered by BT and their messy arrangements of two or more divisions.

I am awaiting a reply to a letter to BT requesting action or a deadlock letter. This went over two weeks ago I expect it to be ignored as before. I bet if I cancelled my direct debit to them they would be straight on to me with cancellation charges.

Many thanks for your help , lets hope BT and Id can get some saort of paid for broadband service goinhg here.

Time is 1330hours on Sunday 24 May 2009 , dial up OK , broadband no ppp but good syncs.

I will check the bb occasionally but as I am on dial up now I will only "be in touch" now and again.

The weather is so good that I will drop the indoor stuff as soon as Jenson Button does his best at Monaco on the TV. 23degrees and hardly a cloud in the sky

HAIRYMAN

hairyman · May 24, 2009, 14:02:18

Hi Rik

Thanks for yr input , idnet are on the case after this BT foul up , I guess something needs resetting in the BT system . Or they have the wrong authentication info from a bad back up ? I wonder what they were doing at Kingston to muck it up, lets hope it was Kingston Jamaica not - on Thames (better climate for engineers) . Good Theatre at K on Thames though.

Are all the others back on or do I need to get paranoid ?

HAIRY

PS sorry to have pinched this thread a lot, It is/was a little difficult to see what was what at dial up speeds

Rik · May 24, 2009, 15:34:08

Not to worry, it's primary course had run.

j.baker · May 25, 2009, 10:53:29

I have been an IDNET customer for the last 9 months.

I keep on getting BT faults. They are always LCP timeout issues.

Well, my service went down mid afternoon on Sunday 24th. I am getting LCP time out messages (again) from my router.

I have tried the BT test account(speedtest@speedtest_domain). Same error. I tried a different ADSL router (my spare Netgrear DG384), same problem.

I unplugged the routers for 45 minutes. No change.

I have left a voicemail on IDNET's out of hours support line (Sunday). No reply. I have sent several emails(Monday). No reply.

My main router is a Draytek 2820(FW 3.3.2_RC5), and I have a 3G connection as a backup for my ADSL connection.

Anyone got any suggestions?

Rik · May 25, 2009, 11:01:20

Hi and welcome to the forum.

I'm sorry you're having problems. There have been reports of problems with Drayteks and WBC connections and, tbh, I found my Draytek less than reliable after moving to Max. A Netgear should be fine, however. You've already tried the standard cures for a stale session, so I'm not sure what to suggest.

If you want to PM me your name and phone number, I'll see if I can get hold of IDNet for you.

j.baker · May 25, 2009, 11:06:15

Rik,

Thanks for the reply.

PM Sent.

Rik · May 25, 2009, 11:08:55

Phone call made.

j.baker · May 25, 2009, 11:16:04

My ADSL line stats are

Up Speed 832000
Down Speed 8128000
SNR Margin 15
Loop Att. 22

Rik · May 25, 2009, 11:18:33

That attenuation makes me jealous.

Full speed sync and a 15db noise margin, it would be heaven... Have you got a date for WBC at your exchange? I think your line will be a prime candidate for the move.

j.baker · May 25, 2009, 11:23:45

No date for WBC. Its not planned at the moment according to various exchange checkers

I would like a faster connection, but mainly for upstream application like VPN and VOIP and online games. (I never use P2P). I have the Home SuperMax product for the 832kb/s upstream, and I can normally get 70-80KB/s in transfers upstream.

The thing is I am about 2km from the exchange in an area with a lot of BT/SKY internet users. (Most of which are using channel 1 or 11 for there WiFi access. ...Which is why I am using 6.)

Rik · May 25, 2009, 11:27:48

You'd probably get about 1M upstream from WBC, shame you don't have a date. I, otoh, who will benefit little or nothing, will be moving over in the next couple of weeks. There's no justice is there.

Wireless interference is becoming an increasing problem, when I started, I was the only network in the area. Nowadays, I can see four of five at any time. Sooner or later, the spectrum will become flooded and unusable. I prefer cable as far as is possible for this reason, and only use my netbook wirelessly.

Sebby · May 25, 2009, 11:44:47

Very nice stats! I hope this is sorted quickly. You say you keep on getting BT faults... Does this happen a lot?

Rik · May 25, 2009, 11:48:00

Only on warm days, apparently, Seb. So that's about twice a year I guess.

Sebby · May 25, 2009, 11:48:38

j.baker · May 25, 2009, 11:52:21

I get similar problems to this 4-5 times a year. I have had BT swap my phone point with an ADSL Master plate. They have swapped cables over in the roadside cabinet.

I suspect that it is a problem with a DSLAM in the exchange or the ATM backhaul.

I used to run an ISP (about 9 years ago), so I normally make sure its not my kit before placing any support calls. Hence I have spare routers, filters, PCs etc.

QuoteOnly on warm days, apparently, Seb. So that's about twice a year I guess

True...LOL

Sebby · May 25, 2009, 11:52:54

So you've tried different brands of routers?

dlorde · May 25, 2009, 11:55:02

Just FYI, my connection is back up and working OK now.

Thanks all for your help :-)

Simon · May 25, 2009, 11:55:53

John, hope this gets sorted for you soon.

Rik · May 25, 2009, 11:56:16

Quote from: dlorde on May 25, 2009, 11:55:02
Just FYI, my connection is back up and working OK now.

Thanks all for your help :-)

Any explanation as to what went wrong?

Sebby · May 25, 2009, 12:02:25

Quote from: Rik on May 25, 2009, 11:56:16
Any explanation as to what went wrong?

BT had some involvement.

Rik · May 25, 2009, 12:05:43

Sebby · May 25, 2009, 12:08:15

j.baker · May 25, 2009, 16:48:18

My connection is still down. Simon from IDNET sent me an email ealier. I was watching a film, and only replied to him about 3pm (ish).

I was asked if I had a spare router

hairyman · May 25, 2009, 20:14:40

Sorry to hear some folk may still be off line after the Kingston Kock up.

My connection came back ( after a fashion) at about 11pm on Sunday night. The ppp session started OK but I promptly got about one disconnect per minute over the next 75 minutes. This fouled up my Ipprofile, its back at 1500kbps I think it was at 4500 or 5500 before. The SNR were all over the place plus I noticed the downstream attenuation was going from its usual 36dB up to 42dB during this phase. Ideas? Anyway I turned the PC and router off overnight and went to bed.

BT Test today
---------
Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 6496 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 1500 kbps
Actual IP throughput achieved during the test was - 1367 kbps

-------

Interestingly I dialed 17070 and did a quiet line test during these losses. I could hear no noise almost complete silence. So I suspect line noise is not actually causing my bouncing profile , maybe bb crosstalk on dodgy pairs that are not common twisted sets has been suggested.

Anyway I guess it will take up to a week for the profile to pick up.

I like the sound of j.bakers 80KBps uploads I often only get that on downloads!! Plus he is 2km from the exchange. Maybe I could run my own cable the 400mtrs to my exchange?

Saving grace of the weekend has been the fabulous weather here. Just one short shower ( 10 mins) at lunch today then back to the sunshine. And Jenson Button won again at Monaco.

Many thanks to all for the good work.

Hairyman

Lance · May 25, 2009, 23:15:24

For your SNR, attenuation and sync to be all over the place, it must have been something local to your line or exchange - quite possibly BT work at the exchange. Hopefully as your profile is quite a big jump, you should see the increase in less than 3 days

Sebby · May 25, 2009, 23:41:50

I agree with Lance. The SNRM would not be affected by the Kingston issue.

j.baker · May 26, 2009, 12:42:31

My connection was fixed this afternoon.

BT had a reported fault (today)

http://usertools.plus.net/exchanges/mso.php?id=13240

Simon · May 26, 2009, 12:46:10

Glad it's sorted, John.

Rik · May 26, 2009, 12:48:44

I'm curious that it's reported after your connection had gone down, John.

j.baker · May 26, 2009, 12:55:56

QuoteI'm curious that it's reported after your connection had gone down, John.

This happens a lot with my exchange. I bet IDNET did some investigation, and BT discovered a fault.

Rik · May 26, 2009, 12:57:47

It does look a bit that way, doesn't it.

Sebby · May 26, 2009, 13:39:28

Glad it's sorted.

DAB Badboy · May 28, 2009, 08:30:58

Quote from: j.baker on May 26, 2009, 12:42:31
My connection was fixed this afternoon.

BT had a reported fault (today)

http://usertools.plus.net/exchanges/mso.php?id=13240

Thanks for that, with a little detective work I *finally* found out what was going on locally here (NOT an IDNet problem I know but all the other web pages that normally list these things were/are particularly quiet on this incident).

Even BT's Freephone ansphone (0800 169 0199) had nothing about it

http://usertools.plus.net/exchanges/mso.php?id=13364

Rik · May 28, 2009, 09:02:45

BT seem to have been rather quiet on these issues, possibly because of the weekend staffing?