No connection

Rik · Dec 03, 2011, 16:46:45

It does, unfortunately. It may mean a node failure. If I can get more info I'll post here.

Westy · Dec 03, 2011, 16:49:35

Quote from: Rik on Dec 03, 2011, 16:21:41
Call support, that should have been enough and I know they are having to reset some sessions manually.

Ok well this puts me in a bit of a pickle! Do not have a phone attached to my line so I cannot call support. And I can't remember my IDnet website details to log in and send a request by email!

Any other way I can contact them? Like possibly leaving my number here and having one of you request it for me? And yes I already turned my router of for 30 mins.

Thanks!

pctech · Dec 03, 2011, 16:50:48

Just a little word of warning folks.

When the problem is fixed BT's Broadband Remote Access Servers will have to process a backlog of authentication requests from routers trying to reconnect to various ISPs.

This can take a few hours so just let your router handle it.

pctech · Dec 03, 2011, 16:51:52

Quote from: Westy on Dec 03, 2011, 16:49:35
Ok well this puts me in a bit of a pickle! Do not have a phone attached to my line so I cannot call support. And I can't remember my IDnet website details to log in and send a request by email!

Any other way I can contact them? Like possibly leaving my number here and having one of you request it for me? And yes I already turned my router of for 30 mins.

Thanks!

Mobile?

Lance · Dec 03, 2011, 16:52:19

No mobile phone to use? There is a geographical number you can use in addition to the 0800 number. Let us know if you need it. Email is support [ at ] idnet [dot] com but isn't likely to get a response anywhere near as soon as a phone call.

Westy · Dec 03, 2011, 16:53:59

On pay as you go with very little credit, and as a currently very poor person I would rather find another way of doing it!

Rik · Dec 03, 2011, 16:55:07

I've just spoken to Simon Davies, it appears the problem is with BT's radius servers. Some people have no problems, others can't login. It's under investigation.

Rik · Dec 03, 2011, 16:56:05

Quote from: Westy on Dec 03, 2011, 16:53:59
On pay as you go with very little credit, and as a currently very poor person I would rather find another way of doing it!

I'll let support have your IP address.

pctech · Dec 03, 2011, 16:56:34

Sounds like an individual machine failure then.

BT not heard of VMware obviously.

davej99 · Dec 03, 2011, 16:57:33

This is where the idea of a telephone message comes in handy so when folks call support they first get a message to say, "We are aware of a fault and are working on it. Check IDNET status page or IDNETTERS forum for updates." Though this does take a good bit of OOO kit to handle the calls.

Rik · Dec 03, 2011, 16:59:07

Which is what IDNet used to do before the OOH service was introduced, of course.

Aaron · Dec 03, 2011, 17:01:21

Turned off router for 35 mins, did not fix. Could you give my IP to support as well please to reset session, can't call as I'm deaf and typing an email on a phone is a pain, thanks

Rik · Dec 03, 2011, 17:02:04

Will do, Aaron.

Ray · Dec 03, 2011, 17:02:22

Quote from: Rik on Dec 03, 2011, 16:55:07
I've just spoken to Simon Davies, it appears the problem is with BT's radius servers. Some people have no problems, others can't login. It's under investigation.

That fits with what I'm seeing, Rik, username/password errors.

Rik · Dec 03, 2011, 17:04:54

I wonder if it's only 20CN connections?

davej99 · Dec 03, 2011, 17:06:12

Quote from: Aaron on Dec 03, 2011, 17:01:21
Turned off router for 35 mins, did not fix. Could you give my IP to support as well please to reset session, can't call as I'm deaf and typing an email on a phone is a pain, thanks

Others will confirm, but if you reboot once to clear the stale session, your router should reconnect itself to the internet when the fault is clear.

Rik · Dec 03, 2011, 17:07:08

It's always worked for me, Dave.

Steve · Dec 03, 2011, 17:10:48

Is there any point in ringing support at present as the router power down doesn't restore the connection. Has anyone actually had their connection reestablished following a call to support? (Might as well save the pennies)

pctech · Dec 03, 2011, 17:13:48

Looks like it could be affecting 21CN too or BT are rebalancing the sessions as my connection has just gone down and come back up about 5 times in as many minutes, am on another ISP for the record and using 8MB ADSL delivered over 21CN

Rik · Dec 03, 2011, 17:15:03

Quote from: Steve on Dec 03, 2011, 17:10:48
Is there any point in ringing support at present as the router power down doesn't restore the connection. Has anyone actually had their connection reestablished following a call to support? (Might as well save the pennies)

Joel, at reply #42, says a reset didn't work for him.

Rik · Dec 03, 2011, 17:15:53

Quote from: pctech on Dec 03, 2011, 17:13:48
Looks like it could be affecting 21CN too or BT are rebalancing the sessions as my connection has just gone down and come back up about 5 times in as many minutes, am on another ISP for the record and using 8MB ADSL delivered over 21CN

Anything on Zen's site, Mitch. Nothing I could see on AAISP.

pctech · Dec 03, 2011, 17:18:24

Nothing, apart from Isle of Skye and Eglinton

http://status.zen.co.uk/broadband/

pctech · Dec 03, 2011, 17:19:35

It does of course depend on whether BT have issued a general note to ISPs.

Steve · Dec 03, 2011, 17:20:15

Quote from: Rik on Dec 03, 2011, 17:15:03
Joel, at reply #42, says a reset didn't work for him.

So we assume since he didn't come back he's still down

Gary · Dec 03, 2011, 17:21:06

Back up here

after 3 hours outage