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? On the upside this prooves exactly why it's a good idea to have 2 Different ISP's