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Help! ADSL down after overnight Openreach "maintenance" at the Exchange

TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Hi,
Our ADSL line had been running absolutely fine up until the early hours of yesterday morning (4th Dec), at which point Openreach apparently carried out some "maintenance" work at the local Exchange...  Now, our router is still sync'd fine but cannot establish a PPP session.
I called the support team yesterday to log a fault, but based on the ticket that's appeared in my account (#95686074) am not entirely sure the agent grasped the problem.
Is it possible for someone to have a look at our account / connection please, and see what's actually going on?
The line itself seems to be fine - the router looks to have sync'd faster than its ever done before (so maybe the maintenance work was doing something useful!) but just cannot setup a session. Doesn't seem to be getting any response to its connection attempts from what I can see in the router's logs.
I've also just tried connecting using the bt_test@startup_domain account to see what happens, and this also seems to fail.
Any suggestions or input would be greatly received!
Many thanks, Tim
11 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Hi there,
I've just been through the fault ticket on your account and have performed a line test, as you've mentioned everything looks great from a connection side of things, with the obvious exception of not being able to connect.
Can you try a couple of test logins for me and let me know if the router shows connected (you won't be  able to browse on these but the router should show connected).
Try change the username for the connection to:
bt_test_user@plusdsl.net (leave the password blank or just put 'password')
and then try
bt_test_user@startup_domain (leave the password blank or just put 'password')
Let me know how these go
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Hi Chris - thanks for the quick reply Smiley
Just tried both bt_test_user accounts and the router can't connect with either of them unfortunately.
Tim
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

That's interesting, those usernames should in theory try and connect at different points of the network. We'll get the fault ticket picked up, but as a very simple test can you put your connection details back in (username@plusdsl.net), save them and then simply power the router off for 30 minutes.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Indeed - was rather surprised the startup_domain one didn't connect.
Don't know if it's any help, but phone service on the line is absolutely fine.
Have put the correct account info back in, and will switch the router off for 30 minutes.
Thanks for your help Chris.
Tim
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Quote from: Chris
That's interesting, those usernames should in theory try and connect at different points of the network. We'll get the fault ticket picked up, but as a very simple test can you put your connection details back in (username@plusdsl.net), save them and then simply power the router off for 30 minutes.

Hi Chris, router has been switched off for about 40 minutes now. Just powered it back on, and there's no change; still can't establish a PPP session.
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Hi Chris, just wondering if there's any update on this or if you can give us an idea of when the fault will be looked at?
Thanks
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

I'm just looking at this now.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,665
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Fixes: 162
Registered: 05-04-2007

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

You should be back online now?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

Yes! Looks like the router reconnected a couple of minutes ago.
Any detail on what broke, or has someone wandering around the exchange noticed a loose cable somewhere...?!
Thanks for your help Chris!
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

I had a chat with one of our faults specialists and he's seen this a few times (it's pretty rare though) following maintenance, in particular on 20CN lines. We have to contact BTWholesale and ask them to fix it, but need to go through raising a fault to do this first! I'm not sure what the underlying cause is though, but I'm glad to see that we got you back online.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
TimStephenson
Grafter
Posts: 120
Registered: 09-12-2013

Re: Help! ADSL down after overnight Openreach "maintenance" at the Exchange

There's been about 4 Openreach vans sat outside our local exchange for the last few days now - hopefully hooking up another fttc cabinet.
Guess something was missed during the maintenance work this week. There's more scheduled for next week if memory serves.. Let's hope they don't break it again...!!