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

asdfghjkl
Grafter
Posts: 68
Thanks: 1
Registered: ‎12-09-2014

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

Quote from: Chris

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.

I realise you're responding to someone else, but I would personally appreciate that.
I've only been a customer six days, and I totally understand that outages are going to happen from time to time.  It's how you communicate during outages that is going to generate good or bad feeling.
I think the biggest mistake Plusnet made was to terminate all customer service calls.
Far better to acknowledge there is a huge problem (which you did) and then ask customers only to proceed with the call if their issue is relating to something else.  It would be very handy if you could provide the status number in this recorded message as well.
When I lost internet last night, I discovered that my smartphone wasn't setup correctly to use mobile internet and it took me 90 minutes (without access to any internet) to get the required information.  Only at that point was I able to gauge the extent of the problem, and inform myself - mainly via this thread.
Community Gaffer
Community Gaffer
Posts: 14,081
Thanks: 1,655
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Registered: ‎04-04-2007

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

Quote from: Phaeton
@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.

It's unlikely that's being caused by anything this side. If you haven't done so already, I'd try and rule the router out by trying an alternative.

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

Superuser
Superuser
Posts: 15,051
Thanks: 5,951
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Registered: ‎22-08-2007

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

Quote from: denguv
I think the biggest mistake Plusnet made was to terminate all customer service calls.

This perception might be related to this issue - http://usertools.plus.net/status/archive/1410978405.htm - looks like the phone system imploded under the strain of the MSO...  Shocked
kitz
Rising Star
Posts: 825
Thanks: 49
Registered: ‎08-06-2007

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

Quote from: chrcoluk
as although you back on the same gateway you may well now be taking a different BTw route.

Same gateway - but different endpoint (central 11 v central 12). 
afaik the ISP can direct users to different endpoints on the same gateway as they are like Virtual Paths - note the different IPs between the 2 despite the gateway being the same. 
Each endpoint has its own limitation.  Ive no idea how Plusnet has configured its network as it depends on how much bandwidth they purchase and their host links..... but it could be something like 22k per endpoint and 3 endpoints per bng gateway giving total max of 66k
I really dont keep track of what PN do these days like I used to..  but with WBMC its possible to have several host links going to the same gateway.  Kind of like how in the old days of IPStream you could configure the Junipers to take traffic from more than one central...  and if thats the case then its possible for some of Plusnets endpoints [or host links] to be more congested than others.  Would need one of their network guys to confirm that.  Once upon a time I knew them all, so could have asked but I havent got a clue who is who there now Sad
goldenfibre
Pro
Posts: 3,049
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Registered: ‎01-06-2010

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

The packet almost lost nearly 6pm! see the graph below

Community Veteran
Posts: 6,824
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Registered: ‎27-10-2012

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

But did you lose PPP sync? I didn't - looks like just IPv4 20/21CN PN lines were affected though.
goldenfibre
Pro
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Registered: ‎01-06-2010

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

no the PPP sync was stay connected
Connection Time 16:49:34
Connection Status Connected
Negotiation Success
Authentication Success
IP Address 212.***************
Subnet Mask 255.255.255.255
dougjbarnes
Dabbler
Posts: 19
Registered: ‎21-02-2014

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

Could we have a dedicated phone number for a more sensible status info
There's little point in suggesting we contact Plusnet.com for a service status when the reason we're calling because THERE IS NO INTERNET CONNECTION.
The message on the normal number didn't help any, could be Gremlins, Terrorist attacks, server or router failures. Just "It doesn't work" is obvious, otherwise we wouldn't have called in the first place
Community Veteran
Posts: 5,416
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Registered: ‎10-06-2010

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

Apparently there is one but it seems everyone had forgotten about it.
Community Veteran
Posts: 6,824
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Registered: ‎27-10-2012

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

Best source of info is probably these forums.
goldenfibre
Pro
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Service Status by SMS is best way
Community Veteran
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Registered: ‎10-04-2007

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

How much would you pay to have that service?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
goldenfibre
Pro
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

Should be free of charge from Plusnet Service Status. Thinkbroadband did post on the twitter of plusnet loss of connection before plusnet updated on their service status site bit late.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: ‎27-10-2012

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

@ goldenfibre - How about they send you a letter instead?
goldenfibre
Pro
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Re: PPP dropped unable to authenticate - 18.00 on 17th Sept 2014

or auto email service status!
dick:quote