topic Re: Another radius log request in Full Fibre

Another radius log request

Mook — Tue, 26 Oct 2021 09:59:57 GMT

Can I have a log report for my line ending in 54 going back until the 12th please. It is still dropping quite often so I want to see how often and whether a call to the new text service is worthwhile.

Re: Another radius log request

TheMightyAJ — Tue, 26 Oct 2021 12:57:45 GMT

Hi @Mook,

I'm sorry to hear that you're experiencing issues with the connection. Having had a look at it today, we can definitely see there's an issue. I've included the RADIUS graph below.

Please let us know how you wish to proceed at this stage and we'll be happy to help out wherever possible.

Re: Another radius log request

Mook — Tue, 26 Oct 2021 13:27:00 GMT

Thanks @TheMightyAJ your efforts are always appreciated. I'll use the text service to book an engineer save you guys' time.

Re: Another radius log request

TheMightyAJ — Tue, 26 Oct 2021 16:09:48 GMT

No worries @Mook, if there's anything else we can help with then please just give us a shout and we'll be more than happy to assist

Re: Another radius log request

Mook — Tue, 26 Oct 2021 16:47:38 GMT

Actually I didn't mean to apply the fix that this thread it should have been on the previous request thread. Regardless, a ticket's been raised, 219115935, the content of which you may find of interest @TheMightyAJ

Re: Another radius log request

adam945 — Wed, 27 Oct 2021 08:06:22 GMT

Thanks a lot for raising the fault @Mook

Looks ike our Technical Support Team have placed the open Ticket on hold to monitor the connection over the next couple of days, and will be in touch with you on Thursday, stating that an engineer appointment might be required.

Re: Another radius log request

RealAleMadrid — Wed, 27 Oct 2021 09:13:59 GMT

@adam945 Judging by that radius log an engineer visit is required now not in a few days. Why has the ticket been put on hold?

@Mook I would push for an early engineer visit, not quite sure what Plusnet are playing at.🙄

I thought the Text service was supposed to make it easier to book an engineer appointment without Plusnet obstructing the process.😕

Re: Another radius log request

Mook — Wed, 27 Oct 2021 09:33:52 GMT

Ah well @RealAleMadrid there's more to this than meets the eye, and the reason I suggested that AJ might want to look at the ticket. The radius log provided to me by the Plusnet CS (bottom in picture) does not match the one published by the MightyAJ (top of picture) as you can see here:

I've enabled sys logging on the Router (a Draytek Vigor 2952) to see if we can find the source as it's suspected that the losses aren't down to a loss of sync. It may be bunkum and nothing more that stalling tactics, but regardless something isn't right.

I have two lines on the router, both Plusnet and both connected via Draytek Vigor 130 modems and used for load balancing so I'm not suffering as a consequence and it'll do me no harm to wait if that's what's needed.

Re: Another radius log request

RealAleMadrid — Wed, 27 Oct 2021 10:12:18 GMT

@Mook It's a bit more complicated then, but if those Radius logs are from your lines things don't look good at all.🤔

Re: Another radius log request

Mook — Wed, 27 Oct 2021 11:44:16 GMT

They are in fact for one of the lines @RealAleMadrid and evidently for the same time period. One says I am connected while the other contradicts and says I've been offline for nearly two weeks. Sommit's broken!

Re: Another radius log request

LaurenB — Wed, 27 Oct 2021 16:38:19 GMT

Hiya @Mook, I'm really sorry for the issues you're having with your service. The different RADIUS graphs for the same dates seem to differ when checking the logs for the last 7 days and for the last 30 days, so definitely an error somewhere.

If you're connected to the test socket now, looking at the frequency of the drops you definitely need an engineer; I've updated your ticket if you just reply on there with your availability and let us know once done, we will get that picked up and progressed for you.

Re: Another radius log request

Mook — Wed, 27 Oct 2021 17:00:32 GMT

@LaurenB This is what CS said and it was he who suggested the monitoring of the test socket. There is bio point it booking an engineer if there is no diagnosable / traceable fault. All they'll do is say there's no fault found and leave but if there is something they have evidence of then an by all means book and appointment for me. Any time on any day is fine for me, as I work from home.

Re: Another radius log request

Anoush — Wed, 27 Oct 2021 19:12:26 GMT

@RealAleMadrid wrote:
I thought the Text service was supposed to make it easier to book an engineer appointment without Plusnet obstructing the process.😕

The text service would only offer an engineer visit and book it automatically if line tests show a fault which was the case on Mook’s other line but not this one. Granted it’s odd as this line is dropping way more.

@Mook wrote:

There is bio point it booking an engineer if there is no diagnosable / traceable fault. All they'll do is say there's no fault found and leave but if there is something they have evidence of then an by all means book and appointment for me. Any time on any day is fine for me, as I work from home.

I’d also say we should arrange an engineer as just because our tests aren’t showing a fault, it doesn’t mean an engineer’s tests won’t either as they’d be able to carry out different tests from your master socket.

If you’ve not done this already I’d recommend replying to the ticket we’ve logged on your account with your availability as we can’t book an engineer directly from a request on our forums but we can make sure the ticket’s picked up and the engineer booked so let us know here when you’ve replied to the ticket.

Obviously if you’ve done this ^ feel free to ignore me as I’m not in the office now. Just trying to be helpful.

Re: Another radius log request

Mook — Thu, 28 Oct 2021 06:40:41 GMT

@Anoush - I've updated the question with my availability, thanks.

Re: Another radius log request

LaurenB — Thu, 28 Oct 2021 08:09:40 GMT

Thanks for getting back to us @Mook, I can see our team have already picked this up and got the engineer booked for you, with the details updated on the ticket.

Let us know how you get on!

Re: Another radius log request

Mook — Fri, 29 Oct 2021 08:34:14 GMT

Well it was as I suspected it would be, a complete waste of the engineers time. He found nothing so there was nothing he could do.

It was suggested that I tried a replacement router but as the Draytek 2952 is commercial grade I declined and only as a last resort. Having said that I did swap the modems over to see if the issue went with it; time will tell.

Re: Another radius log request

Mook — Fri, 29 Oct 2021 08:56:50 GMT

According to my syslog I have recorded 119 outages on this line since 17:00 on the 26th so can I get a radius log that covers the same period to see if what I have matches what you have please.

Re: Another radius log request

TheMightyAJ — Fri, 29 Oct 2021 11:50:57 GMT

Hi @Mook,

I'm sorry to hear that the drops have continued. I've included a RADIUS graph between the 26th and today below.

There definitely looks to be an issue at present - how would you like to proceed from here?

Re: Another radius log request

Mook — Fri, 29 Oct 2021 12:10:17 GMT

Oh there is something wrong alright @TheMightyAJ but what and where is another matter. I think it makes sense for me to leave the modems swapped for the moment and see how this fairs over the weekend and grep the logs on Monday. Subject to what's found will help decide how to move forward with this.

Re: Another radius log request

TheMightyAJ — Fri, 29 Oct 2021 15:00:24 GMT

Okay @Mook, not to worry, just let us know how you wish to proceed after the weekend and we'll be more than happy to help out wherever we can.