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PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

goldenfibre
Pro
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Registered: ‎01-06-2010

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

so far no issue as yet
penfool
Newbie
Posts: 1
Registered: ‎18-09-2014

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Anyone know the reason behind this outage. The least I would expect from plusnet is "this why caused by xxxx, we are doing yyyy to ensure it doesnt happen again?
Superuser
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Hi Penfool,
Welcome to the forums.
The cause of last night's issue has not yet been published.  Its symptoms are not unlike the last event which has been identified as being caused by hardware issues - see http://community.plus.net/forum/index.php/topic,131217.msg1148720.html#msg1148720.
It is too early to assume that this issue has the same cause until PN's investigations have been completed.  Typically investigation and confirmation of the causes of such issues will take sometime after the service ahs been restored, which must always be the first priority.
Anonymous
Not applicable

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

My neighbours are BT customers and they were also affected by the outage.
Community Gaffer
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

I think that was probably coincidence.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Quote from: kitz
Quote from: chrcoluk
kitz you sure is congestion?

There's something for sure - look at my BQM generated over the past 24hrs.
Previously I was on lo0.12.central12.ptw-bng01.plus.net [195.166.128.172] - which has been a nice green flat line for over a week.
I auto came back up at 7.30 on lo0-central10.pcl-ag07.plus.net.  That was showing definite signs of congestion so I switched gateways at about 12:30am
Am now on lo0.11.central11.ptw-bng01.plus.net [195.166.128.171]

Quote
thats one of the 3 gateways with low users I expect those gateways are probably now set to take 95% or more of all new connections to rebalance.
http://www.plus.net/support/displayImage.php?strImageFile=graphs/graph_8829_1.png&refresh=300

Yep.. thats what I thought too and I checked that last night.. in fact double checked to make sure I hadnt read it wrong.
However...  notice that although Im on the ptw-bng01 gateway - note the different central pipe and different ip...  so although I may be on the same gateway - Im on a different central pipe and its possible that some of those may be more congested that others?
Whilst Im no longer showing red dropped packets... Those yellow spikes for increased latency certainly arent me.


------------------
As an aside... note also that the routing is different... and although both the following connections are via the ptw-bng01 gateway, they go to my server via a different peer point.
Central 12 @ ptw-bng01
  
  2    11 ms    11 ms    11 ms  lo0.12.central12.ptw-bng01.plus.net [195.166.128.172]
  3    11 ms    11 ms    10 ms  irb.12.ptw-cr02.plus.net [84.93.249.34]
  4    12 ms    12 ms    12 ms  195.66.237.228
  5    12 ms    13 ms    13 ms  switch-004.sl5.misp.co.uk [91.198.165.76]
  6    12 ms    12 ms    12 ms  kitz.servers.eqx.misp.co.uk [185.24.98.37]

Central 11 @ ptw-bng01

  2    12 ms    12 ms    11 ms  lo0.11.central11.ptw-bng01.plus.net [195.166.128.171]
  3    20 ms    12 ms    18 ms  irb.11.ptw-cr01.plus.net [84.93.249.17]
  4    13 ms    13 ms    13 ms  eqx1.routers.eqx.misp.co.uk [195.66.225.228]
  5    13 ms    14 ms    14 ms  91.198.165.74
  6    14 ms    14 ms    14 ms  bit-tech2.servers.rbl-mer.misp.co.uk [91.198.165.69]
  7    13 ms    13 ms    13 ms  kitz.servers.eqx.misp.co.uk [185.24.98.37]


not that Im bothered... just an observation

yeah I  am on pcl-ag07 which I can confirm is/was definitely overloaded, however since I am on the ipv6 trial unlike yourself I cannot cycle ppp, as I will probably almost certainly get a BNG which shouldnt be congested but wont work for ipv6.
I think completely flat green lines with no yellow spikes is actually unusual for plusnet/BTw, you probably had a mixture of things via good luck allowing that, as although you back on the same gateway you may well now be taking a different BTw route.
Blakey0500
Hooked
Posts: 8
Registered: ‎18-09-2014

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Day 2 and still no signs of internet or an update of when I can expect to be back online. I have an interview tomorrow morning to prep for which I couldn't do last night and still can't do now. This is completely unacceptable. I am livid!!!!!!! I'm sick of this happening, especially when I really need the internet for something very important!!!
Plusnet Alumni (retired) chrispurvey
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Quote from: I
Thought i would give the PN Service Status Line (0800 917 6714,) a ring, After listening to the message ,that any open issues when be heard after the message, as i thought there was none.
What a great resources the Service Status Line , if only PN could be bothered to use/update it, Is there a reason why the issue is not on there PN?
Regards
Mike

This number is now going to have service effecting issues updated as and when required from today onwards.
I'll also try to get more visibility of this on our website.
Superuser
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Quote from: Blakey0500
Day 2 and still no signs of internet or an update of when I can expect to be back online. I have an interview tomorrow morning to prep for which I couldn't do last night and still can't do now. This is completely unacceptable. I am livid!!!!!!! I'm sick of this happening, especially when I really need the internet for something very important!!!

Blakey0500,
Welcome to the forums, sorry to learn of your problems.  It is a bit late in the day and there is some risk that PlusNet's CRT staff will miss this post before the CRT shift closes for the day.  You might want to phone in to progress the issue, as your issue might not be related to the system outage last night as everyone should be capable of reconnecting.  Have you left your ROUTER switched off for an hour as advised here - http://usertools.plus.net/status/archive/1411050905.htm ?
You might find this useful too - http://www.plus.net/reboot - double check your account settings.
Blakey0500
Hooked
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Registered: ‎18-09-2014

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Edited
Superuser
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Can you please double check the user account details - there are examples of these getting changed to the tr69 account.
PS: Are you FTTC or ADSL?
Phaeton
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Well I have just got home to no internet, had to reboot the POS 582n to get back online, but as I seem to have to do that everyday now anyway there's no big deal, just a pointless exercise having CCTV viewable remotely if you can't view
Alan...
Community Gaffer
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Quote from: Blakey0500
Day 2 and still no signs of internet or an update of when I can expect to be back online.

According to our RADIUS servers, you've just managed to reconnect?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Highlighted
Anonymous
Not applicable

Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Quote from: Bob
I think that was probably coincidence.

They both say their connection went down about 18.30 to 23.30 ish and they both had the username and password problem.
But if you're saying that the outage was unique to PN then I'm off 'cos this was the third huge outage since April.
Del.
Phaeton
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

@Bob Pullen, I get this a lot, the router says I am connected, if I ping 8.8.8.8 I get a response but no PC/Mac/Phone/Tablet can browse the Internet, I have to reboot the router on a daily basis to get going again.
Alan...