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Stuck seession

dragon2611
Grafter
Posts: 283
Registered: ‎20-10-2013

Stuck seession

Just had a "Stuck session" kill my broadband at about 13:45 today,
Called support at 17:26 advised my monitoring had detected it down, knew the FTTC modem had power as ethernet interface was still up (I have SNMP monitoring on the router + a backup connection, sadly I couldn't login to it remotely as my firewall ruleset doesn't allow it.)   Support said they couldn't do anything unless I was onsite.  Ok fair enough I suppose I was hoping you could at least runs some diagnostics to see if there was an obvious issue.

What's annoying is I called support at around 20:00 and was advised it might be a stuck session and to leave the modem powered off for an hour.. Called back just after 21:00 spoke to Brad I think it was explained what i'd been told about the stuck session and he initiated a session kill from your end which fixed the problem.
If it's possible for you to do a session kill why did you not try that when I called at 20:00 at which point I'd told you I had sync and had tried 2 FTTC modems but was seeing nothing but PPP Pad0 timeouts?  Undecided
On the upside this prooves exactly why it's a good idea to have 2 Different ISP's  Wink
1 REPLY 1
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: Stuck seession

I think it's a case of the first agent not being aware we can do it.
I've fed it back so they're aware in future.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team