Loss of service reports

phil011109 · Nov 01, 2009, 17:00:30

I wonder, this seems like the right place...

My connection has been down for around 85 hours and counting (PPP times out, sync is stable) since around 2009-10-29 0300. Currently using a mobile phone connection to check for updates when I found this forum. Getting expensive...

Anyway... contacted support and was told it had been escalated to BT; chasing that 6-7 hours later I was told it was still with BT and might take up to 48 hours to fix (long past that now). Does anyone know an independent way of confirming the status of network faults? IDNet's site seems to always show a green status. None of the BT status pages give any clue there is a problem in my area, though do list a problem in another area at the time of posting. Asked for another update on Saturday, but haven't heard anything back yet (presumably because there isn't anything to tell me or no one is fielding email at the weekend).

Anyone know how long BT normally take to resolve this sort of thing? Would it be fixed quicker if it has gone down on a Tuesday rather than a Thursday I wonder...

Rik · Nov 01, 2009, 17:03:50

Hi Phil and welcome to the forum.

PPP down could be BT work or an issue with your login. Have you tried phoning support, no connection is treated as an emergency and will be dealt with over the weekend. There's no way of checking independently, you need support to do it for you. As to timescale, it depends on what's failed. Sorry I can't be more helpful.

Glenn · Nov 01, 2009, 17:05:48

Phil, once you resolve your problem we hope you stay.

phil011109 · Nov 01, 2009, 17:19:15

Ah, I see, thanks. I figured it was already being dealt with so hadn't left a phone message before. I have left one now so we'll see what happens.

Simon · Nov 01, 2009, 17:24:27

Phil. Hope things are resolved for you soon.

Sebby · Nov 01, 2009, 22:58:18

I hope things get sorted soon.

bridgej · Nov 04, 2009, 09:27:47

Lost the internet this morning although the ADSL light remained on at about 9:15am.

Powered down for 5 mins and then rebooted and all seems ok for now

Rik · Nov 04, 2009, 09:38:16

Possibly BT work, check with support.

rireed3 · Nov 20, 2009, 01:40:28

Short PPP outage, 10 minutes, 00:30 Wednesday, 18 November.

Rik · Nov 20, 2009, 08:48:15

Long, 4 hour outage, early hours of 20/11, BT scheduled work.

esh · Nov 23, 2009, 11:05:23

My line seems to have just dropped off the net a minute or two ago. 11am

Might be the router, will look into it.

Rik · Nov 23, 2009, 11:08:06

Call support if the router checks out, there may be a BT outage.

esh · Nov 23, 2009, 11:25:08

More basic than that... looks like the entire area is in blackout $:-\$

I guess I can't even blame BT this time!

Rik · Nov 23, 2009, 11:25:45

D-Dan · Nov 25, 2009, 01:03:23

Any news on outages around Oldham? I lost PPP about an hour ago and, despite a router reboot - it isn't back. Powered the router down now (and plugged my mobile phone in - thank heavens I get a data allowance).

Sync remained, just PPP gone.

Steve

Rik · Nov 25, 2009, 08:56:32

Not heard anything, Steve, sorry.

D-Dan · Nov 25, 2009, 12:15:18

I've spoken to support since it's continued into today. Seems they are seeing errors on the upstream which could be causing it. They'll ask BT to check at the exchange just as a safeguard but suggested a local problem. Since the filtered faceplate is still quite new, I've swapped the router for the Netgear for now to see if that helps. If not, it's time to find a working micro-filter and try the test socket.

I hate network problems - they are so hard to diagnose. (Remember my last major upset was caused by a noisy monitor - if it was my only monitor how would I have ever known. That took three months to identify - hoping this one will be considerably faster)

Steve

Rik · Nov 25, 2009, 15:16:04

Bill · Nov 26, 2009, 09:36:18

Loss of PPP at one minute past midnight, lasted 45 minutes... sync stayed up.

Didcot exchange, WBC

2009.11.26 00:46:02 If(PVC1) PPP connection ok !
2009.11.26 00:46:01 PVC1 get IP:212.69.xxx.xxx
2009.11.26 00:45:44 PVC1 start PPP
2009.11.26 00:45:43 If(3) PPP Dial timeout :< 52000
2009.11.26 00:44:51 PVC1 start PPP
2009.11.26 00:44:51 If(PVC1) PPP fail : Timeout in CHAP negotiation
2009.11.26 00:44:23 PVC1 start PPP
2009.11.26 00:44:23 If(PVC1) PPP fail : Peer terminate
2009.11.26 00:44:05 PVC1 start PPP
2009.11.26 00:44:04 If(3) PPP Dial timeout :< 52000
2009.11.26 00:43:12 PVC1 start PPP
2009.11.26 00:43:12 If(PVC1) PPP fail : Timeout in LCP negotiation
.
.
.
2009.11.26 00:01:53 PVC1 start PPP
2009.11.26 00:01:53 If(PVC1) PPP fail : Timeout in LCP negotiation
2009.11.26 00:01:03 PVC1 start PPP
2009.11.26 00:00:59 PVC1 stop PPP

Rik · Nov 26, 2009, 10:14:46

Sounds like BT work, Bill.

PuncH · Dec 19, 2009, 07:23:08

Approx 10 hour outage from 19:08hrs 18/12/09 until approx 05:00hrs 19/12/09

As yet unexplained. Could sync to exchange just fine, however had red internet light.

Steve · Dec 19, 2009, 08:20:23

If your 21CN via Peterborough , its been playing up

PuncH · Dec 19, 2009, 08:26:59

yeah i believe it is

Rik · Dec 19, 2009, 09:28:29

That 5am fits with the BT clearance pattern, Jonathan.

nowster · Dec 19, 2009, 10:55:52

Repeated loss of sync can be a line problem. Our IDNet ADSL is on a line in rural NW Wales. It's a few miles from the exchange, with sync speeds of about 2.5–3 Mbps (2Mbps IP Profile). There's what I think is a dud joint about a km from one end (there's a notch in the response of the line at about 279kHz) which sometimes causes crackling on the line. We had BT out to it a few years ago, but the engineer reckoned it would take too much time to find the bad joint.

The trick to fix things when the crackling caused disconnections was to pick up the phone, dial a single digit to clear the dial tone, then wait for the loop current through the joint to clear the gunk. You can hear the crackling dying away as the joint is "wetted". The ADSL would then resync and be happy for a few hours or days.

The problem for IDNet is that if they call out a BT OpenReach engineer to an intermittent ADSL fault, the engineer may not be able to reproduce it ("no fault found"), and the ISP is hit with a hefty call-out fee.