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

leader
Grafter
Posts: 261
Registered: ‎02-02-2013

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

Was not directing it team pn.  Wink
All though its disheartening to see PN's network team on here all hours of the day/night but decline to provide any kind of info/update.

leader
Grafter
Posts: 261
Registered: ‎02-02-2013

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

Well double red-bulls all round for this weekend JNCP's teams
grumpybob
Grafter
Posts: 62
Thanks: 1
Registered: ‎05-11-2007

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

Quote from: grumpybob
Quote from: Kelly
Hey guys.  I will try and get you a better explanation on what happened at some point soon.

5 (+) weeks since the problem and 4 (+) weeks since the above assurance that a proper explanation would be forthcoming.
This is outrageous. How can you possibly not know (or not be able to account for) an outage like the one we experienced? Are you professionals or not?
Regardless of incentives, do you seriously think I could/would, in all good conscience, recommend Plusnet to family and friends when you behave like this? The idea is laughable.
[Moderator's note by Dick (Strat) Quote fixed
Community Gaffer
Community Gaffer
Posts: 14,081
Thanks: 1,655
Fixes: 127
Registered: ‎04-04-2007

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

Kelly gave a couple of explanations here and here.

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

Superuser
Superuser
Posts: 15,051
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Registered: ‎22-08-2007

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

Bob,
Each of those "explanations" do little more than hint at the problem...
Quote from: Kelly
We were wanting to give a better, more consistent message than my previous one to explain what was going on...
The issue is to do with balancing how customers are connecting to the BNGs...
To be clear, it's not a number of customers per device issue...
There is quite a bit of work on going right now to resolve this.  There isn't much else to say on it at the minute beyond we are on it!

Quote from: Kelly
There isn't much else to say on it.  The outages are the same issues we've had 3 times now relating to how we are connecting people to the BNG devices.  There isn't any more information to give on it.  We've got guys working on stabilising the platform with the vendors.

No real explanation of what it was, just not the NUMBER of connected users (yet the volumes on the bngs have been reduced) but rather the way the users are connected.
No explanation of why when one gateway goes, they cascade-fail.
No explanation of what changes have been made and how they deliver reassurance that users are consequently less likely to experience a repeat of the recent 4 MSOs.
No indication of if the characteristic of the consequential reconnection difficulties post a MSO have been fully understood and what actions have been (or will be) put in place to mitigate the stale (difficult to kill) PPP session issue or the cannot reach concentrator issue which blighted many users for days after each MSO was declared "closed".
Both replies seem to suggest that answers were not yet available (possibly understandable) but when answer are available, we will say more about matters.
It is starting to sound like "you do not need to know these details" which would be uncharacteristic of PN's excellent and open historic approach to sharing the causes of and remedy actions relating to a MSO.  Such openness breads trust, the opposite behaviour (actual or perceived) achieves the opposite result.
Kevin
VileReynard
Seasoned Champion
Posts: 12,150
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Registered: ‎01-09-2007

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

Or possibly(?) Plusnet have been doing something incredibly stupid - and don't want to reveal what it is.
Possibly still stumbling around in total darkness!
Harsh - but no explanation has been forthcoming.

"In The Beginning Was The Word, And The Word Was Aardvark."