Loss of service reports

[rireed3]

New outage.  Lost PPP authentication only.

1440 today Thursday 15 Oct. for about one hour

Support found a fault in my exchange, WEWHAM (Hampstead, London) and did a line test just for the record.  No problem with my line or syncs.

Richard

[Bill]

I lost sync (and hence PPP) this morning, it came straight back up but BT have jacked my target SNRM up to 12db (was 9db)

I'll see if it comes back down on it's own before calling Support, it's been happy at 9db ever since I switched to WBC.

[rireed3]

short further loss of sync an hour later, but then in the wee hours of the next day (16 Oct):

Warning    16 days 06:52:04 (since last boot)   PPP link up (Internet) [xxx.xxx.xxx.xxx]
Info    16 days 06:51:52 (since last boot)   PPP CHAP Chap receive success : authentication ok
Info    16 days 06:51:43 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    16 days 05:36:21 (since last boot)   FIREWALL event (1 of 1): created rules
Warning    16 days 05:36:21 (since last boot)   PPP link down (Internet) [xxx.xxx.xxx.xxx]

This didn't interfere with me, but maybe someone else would have been annoyed.  It was more than an hour.

Richard

[David]

There were problems reported on my isp as well today and it Hamstead was one of the areas affected so for what its worth I think this was a BT issue

Hope this helps guys

[karvala]

Usual fun for me.  It's getting irritating now.  Three outages in the last couple of days (none of which needed a router reboot; I think that might be a red herring, though I'll still try another one anyway), and as always, in the evening or at night.  Throughout the whole month or more that this has been going on, there hasn't been a single outage during the daytime, either when I'm around and using the connection or not.  But almost every day there has been an outage or two in the evening or at night.  Almost always for a minute or two only, but coming from a connection that was previously rock solid (would usually not have a single outage in a month), and from one on which the line stats and the voice service remain perfectly okay.  There's no increase in noise or anything like that according to my RouterStats logs before the outages happen; it's just as though someone pulls the plug for a couple of minutes, and then plugs it back in.

Fri, 2009-10-16 20:24:14 - LCP down.
Fri, 2009-10-16 20:24:40 - Initialize LCP.
Fri, 2009-10-16 20:24:40 - LCP is allowed to come up.
Fri, 2009-10-16 20:24:56 - CHAP authentication success

Sat, 2009-10-17 03:51:49 - LCP down.
Sat, 2009-10-17 03:52:05 - Initialize LCP.
Sat, 2009-10-17 03:52:05 - LCP is allowed to come up.
Sat, 2009-10-17 03:53:06 - Initialize LCP.
Sat, 2009-10-17 03:53:06 - LCP is allowed to come up.
Sat, 2009-10-17 03:53:09 - CHAP authentication success

Sat, 2009-10-17 21:51:29 - LCP down.
Sat, 2009-10-17 21:51:46 - Initialize LCP.
Sat, 2009-10-17 21:51:46 - LCP is allowed to come up.
Sat, 2009-10-17 21:52:46 - Initialize LCP.
Sat, 2009-10-17 21:52:46 - LCP is allowed to come up.
Sat, 2009-10-17 21:53:46 - Initialize LCP.
Sat, 2009-10-17 21:53:46 - LCP is allowed to come up.
Sat, 2009-10-17 21:54:08 - CHAP authentication success

[karvala]

Some of us have found the 2700 to be very good, and you can pick them up off eBay for less than 20 quid delivered.

You mean the Draytek, or some other 2700?  Is the Draytek wireless; I have a feeling it isn't?

[Simon]

Sorry, I meant the 2Wire 2700 HGV, often known as the BT Business Hub, an example of which can be found here, but I expect there would be plenty of others.

[karvala]

And more fun and games tonight, after another day in which they were no outages until the evening:-

Sun, 2009-10-18 20:37:00 - Initialize LCP.
Sun, 2009-10-18 20:37:00 - LCP is allowed to come up.
Sun, 2009-10-18 20:38:00 - Initialize LCP.
Sun, 2009-10-18 20:38:00 - LCP is allowed to come up.
Sun, 2009-10-18 20:38:03 - CHAP authentication success

Mon, 2009-10-19 01:09:03 - LCP down.
Mon, 2009-10-19 01:09:10 - Initialize LCP.
Mon, 2009-10-19 01:09:10 - LCP is allowed to come up.
Mon, 2009-10-19 01:10:10 - Initialize LCP.
Mon, 2009-10-19 01:10:10 - LCP is allowed to come up.
Mon, 2009-10-19 01:12:10 - Initialize LCP.
Mon, 2009-10-19 01:12:10 - LCP is allowed to come up.
Mon, 2009-10-19 01:12:24 - CHAP authentication failed
Mon, 2009-10-19 01:12:24 - LCP down.
[Reboot here]
Sat, 2000-01-01 00:00:18 - Initialize LCP.
Sat, 2000-01-01 00:00:18 - LCP is allowed to come up.
Sat, 2000-01-01 00:00:29 - CHAP authentication failed
Sat, 2000-01-01 00:00:29 - LCP down.
Sat, 2000-01-01 00:01:18 - Initialize LCP.
Sat, 2000-01-01 00:01:18 - LCP is allowed to come up.
Sat, 2000-01-01 00:01:32 - CHAP authentication failed
Sat, 2000-01-01 00:01:32 - LCP down.
Sat, 2000-01-01 00:02:03 - Initialize LCP.
Sat, 2000-01-01 00:02:03 - LCP is allowed to come up.
Sat, 2000-01-01 00:02:18 - CHAP authentication failed
Sat, 2000-01-01 00:02:18 - LCP down.
Sat, 2000-01-01 00:03:03 - Initialize LCP.
Sat, 2000-01-01 00:03:03 - LCP is allowed to come up.
Sat, 2000-01-01 00:03:22 - CHAP authentication failed
Sat, 2000-01-01 00:03:22 - LCP down.
Sat, 2000-01-01 00:04:03 - Initialize LCP.
Sat, 2000-01-01 00:04:03 - LCP is allowed to come up.
Sat, 2000-01-01 00:04:21 - CHAP authentication failed
Sat, 2000-01-01 00:04:21 - LCP down.
Sat, 2000-01-01 00:05:03 - Initialize LCP.
Sat, 2000-01-01 00:05:03 - LCP is allowed to come up.
Sat, 2000-01-01 00:05:08 - CHAP authentication success

This actually helps emphasise one point: although some re-syncs occur in the middle of the outages, the outages *always* start with a loss of the PPP layer.  The outage is never caused by a loss of sync, and never coincides with any change in noise or attenuation level or anything like that.  In this case, we see authentication problems as well, further reinforcing the message that this is fundamentally a PPP problem, and not a line (and probably not a router) problem.  What could cause such a problem, characterised by a number of intermittent PPP outages, only ever during the evening and night, never related to noise or attenuation and never preceded by a loss of sync? 

[Lance]

In a word, BT. But that is only for the late night ones. For the early evenings, my guess would be some sort of exchange fault.

[karvala]

In a word, BT. But that is only for the late night ones. For the early evenings, my guess would be some sort of exchange fault.

Sounds plausible.  I accidentally  reported a line fault to BT a few days ago as it happens, as no satellite or precarrier numbers seemed to work one day when I came home from work, and I couldn't believe they were all down.  As it turns out, they all were down, when I got round to checking with my mobile afterwards (oops  ), and sure enough once they worked on the mobile, they worked on the landline again, so it wasn't really a fault at all.  But guess what?  BT agreed that yes, there was a fault on the line, and 24hrs later claimed to have identified the non-existent fault and fixed it!  Methinks someone there is being less than honest with me....

Meanwhile, back at the farm  , I have kept the router unplugged all day today to give it a rest and ensure that my connection is totally reset as far as the PPP layer goes.  Plugged it in again now, so we'll see what happens in the small hours. 

[Lance]

That's interesting, and will be even more so following another night of logs.

[rireed3]

Another outage:

Alan from N.I.

It appears that the North Channel is no barrier to BT's shennanigans.

Richard

[Simon]

Thanks for keeping this updated, Richard. 

[Bill]

And again... partial log:

2009.10.25 17:18:20 If(PVC1) PPP connection ok !
2009.10.25 17:18:18 PVC1 get IP:212.69.xxx.xxx
2009.10.25 17:17:56 PVC1 start PPP
2009.10.25 17:17:56 Dial On Demand(PVC1)
2009.10.25 17:17:56 If(PVC1) PPP fail : Peer terminate
2009.10.25 17:17:54 PVC1 start PPP
.
.
.
2009.10.25 17:11:51 If(PVC1) PPP fail : Peer terminate
2009.10.25 17:11:39 PVC1 start PPP
2009.10.25 17:11:39 If(PVC1) PPP fail : Timeout in CHAP negotiation
2009.10.25 17:11:09 PVC1 start PPP
2009.10.25 17:11:09 If(PVC1) PPP fail : Timeout in CHAP negotiation
2009.10.25 17:10:47 PVC1 start PPP
2009.10.25 17:10:47 ADSL Media Up !
2009.10.25 17:10:15 If(PVC1) PPP fail : Timeout in CHAP negotiation
2009.10.25 17:10:02 ADSL Media Down !
2009.10.25 17:09:51 PVC1 start PPP
2009.10.25 17:09:48 PVC1 stop PPP


I happened to be at the router at the time and saw the lights... PPP went down before I lost sync, so I'm blaming BT playing about  

[rireed3]

Me too (exchange WEWHAM, Hampstead, London)

When I got the log, I also saw another outage I missed 4 days ago.  Notice the connection today to the useless BT authentication IP, 172.xxx.xxx.xxx.

Warning    25 days 21:00:43 (since last boot)   PPP link up (Internet) [xxx.xxx.xxx.xxx]
Info    25 days 21:00:43 (since last boot)   PPP CHAP Chap receive success : authentication ok
Info    25 days 21:00:42 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:51:37 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:50:26 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:50:19 (since last boot)   FIREWALL event (1 of 1): created rules
Warning    25 days 20:50:19 (since last boot)   PPP link down (Internet) [172.16.8.238]
Info    25 days 20:46:54 (since last boot)   FIREWALL event (1 of 1): deleted rules
Warning    25 days 20:46:54 (since last boot)   PPP link up (Internet) [172.16.8.238]
Info    25 days 20:46:54 (since last boot)   PPP CHAP Chap receive success : authentication ok
Info    25 days 20:46:40 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:46:05 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:45:31 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:44:58 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:44:19 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:43:40 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    25 days 20:43:27 (since last boot)   FIREWALL event (1 of 1): created rules
Warning    25 days 20:43:27 (since last boot)   PPP link down (Internet) [xxx.xxx.xxx.xxx]
Info    21 days 07:21:32 (since last boot)   FIREWALL event (1 of 1): deleted rules
Warning    21 days 07:21:32 (since last boot)   PPP link up (Internet) [xxx.xxx.xxx.xxx]
Info    21 days 07:21:19 (since last boot)   PPP CHAP Chap receive success : authentication ok
Info    21 days 07:21:01 (since last boot)   PPP CHAP Receive challenge (rhost = bras-red2.l-nws)
Info    21 days 05:35:09 (since last boot)   FIREWALL event (1 of 1): created rules
Warning    21 days 05:35:08 (since last boot)   PPP link down (Internet) [xxx.xxx.xxx.xxx]

Richard

[bridgej]

Lost service about half an hour ago (16.20), and all I could get was a BT Wholesale website on whatever links I clicked on saying the connection circuit was faulty and I was either doing a line test (I wasn't) or, well to be honest there were 5 options.

I didn't get the red internet light on my Netgear 834v4 router, it just went off for a few seconds and then came back on green but could only access the page mentioned about.

Rebooted the router, but no luck, did a full restart of PC and router and it fixed the problem.

I've never seen this fault page from BT Wholesale before. Is it something new?

[Simon_idnet]

One of our LNS server had a wobble this evening. We have rectified the issue and are investigating the cause. Apologies for the inconvenience.
Regards
Simon

[Bill]

One of our LNS server had a wobble this evening.

Now if you can explain how that caused me to lose sync...

[Rik]

You shouldn't keep tripping over the cable Bill. 

[krands]

Lost service about half an hour ago (16.20), and all I could get was a BT Wholesale website on whatever links I clicked on saying the connection circuit was faulty and I was either doing a line test (I wasn't) or, well to be honest there were 5 options.

I didn't get the red internet light on my Netgear 834v4 router, it just went off for a few seconds and then came back on green but could only access the page mentioned about.

Rebooted the router, but no luck, did a full restart of PC and router and it fixed the problem.

I've never seen this fault page from BT Wholesale before. Is it something new?

I had problems around the same sort of time - about 16.10.

I was still synced, but had no active connection to the net (i.e, my downstream connection speed was reporting as normal, but there was no IP address displayed in my Router config). Rebooting the router didn't fix things, but I was back online 10minutes later.

I experienced the same sort of situation on Thursday at about 17.05pm, returning at around 17.25pm. However, since that incident my download speeds have been hit dramatically - currently less than 300kb/sec when before they were around 650kb/sec. My sync speed hasn't changed though 

[Glenn]

Krands It sounds like it maybe related to the problem that Simon posted about earlier, give support a call in the morning, they should be able to see any problems on your line.

[Simon]

    Krands. 

[krands]

Thanks for the welcome guys 

My noise margin had increased to 10 after those incidents, but today it's back down to 7. Anyway, after rebooting the router today things are back to normal 

[Rik]

Glad to hear it. 

[Sebby]