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ADSL Connectivity Update

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ADSL Connectivity Update

Dear Customer,

In reference to the previous posting regarding the brief routing outages being experienced on our ADSL network we are now in a position to provide further details about the problem and how we intend to resolve it. The symptoms of this problem have been no data transfer for periods of upto 2 minutes, occurring two or three times a day. This afternoon, we completed a process of investigation in conjunction with our supplier and we have now identified the reason for the routing problems currently occurring on our DSL platform.

This issue revolves around a bug within the software which drives the Redback unit, which was recently installed on our network. Redback Networks, who provide the equipment have confirmed that they are aware of this problem and are already working on a fix in the form of a software upgrade. This upgrade will not be available until mid December and as such they have proposed an alternative solution which will provide a short term resolution.

The bug in question affects configurations which use multiple Ethernet links to connect the Redback unit to the core network. In our network three such links are used and the bug is causing these links to drop from time to time. Redback Networks will provide a workaround to this in the form of a high speed 'Gigabit' connection to replace the current Ethernet links. They have informed us that they will be in a position to make this change before the end of the week, and we have planned a maintenance window for 5AM on Friday morning. In the event that any of these details change we will post further updates as appropriate.

Due to the nature of the issue and the difficulty we have had in identifying and replicating the drop in routing, coupled with other recent routing problems on our network, it has taken longer than usual for us to recognise and diagnose this problem. We would like to offer our apologies to any ADSL customer who has been affected by this and we would especially like to express thanks to our online gaming community for bringing these problems to our attention over recent days.

With Regards,

Customer Support

--
| David Watson. Unmetered & ADSL solutions
| Technical Support. for Home & Business
| PlusNet Technologies Ltd. @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet ----- +
2 REPLIES
N/A

RE: ADSL Connectivity Update

> Dear Customer,
>
> In reference to the previous posting regarding the brief routing outages being experienced on our ADSL network we are now in a position to provide further details about the problem and how we intend to resolve it. The symptoms of this problem have been no data transfer for periods of upto 2 minutes, occurring two or three times a day. This afternoon, we completed a process of investigation in conjunction with our supplier and we have now identified the reason for the routing problems currently occurring on our DSL platform.
>
> This issue revolves around a bug within the software which drives the Redback unit, which was recently installed on our network. Redback Networks, who provide the equipment have confirmed that they are aware of this problem and are already working on a fix in the form of a software upgrade. This upgrade will not be available until mid December and as such they have proposed an alternative solution which will provide a short term resolution.
>
> The bug in question affects configurations which use multiple Ethernet links to connect the Redback unit to the core network. In our network three such links are used and the bug is causing these links to drop from time to time. Redback Networks will provide a workaround to this in the form of a high speed 'Gigabit' connection to replace the current Ethernet links. They have informed us that they will be in a position to make this change before the end of the week, and we have planned a maintenance window for 5AM on Friday morning. In the event that any of these details change we will post further updates as appropriate.
>
> Due to the nature of the issue and the difficulty we have had in identifying and replicating the drop in routing, coupled with other recent routing problems on our network, it has taken longer than usual for us to recognise and diagnose this problem. We would like to offer our apologies to any ADSL customer who has been affected by this and we would especially like to express thanks to our online gaming community for bringing these problems to our attention over recent days.
>
> With Regards,
>
> Customer Support
>
> --
> | David Watson. Unmetered & ADSL solutions
> | Technical Support. for Home & Business
> | PlusNet Technologies Ltd. @ http://www.plus.net
> + ----- My Referrals - It pays to recommend PlusNet ----- +
>

Then why did plusnet not believe the people telling them there was a fault in the first place?

No not plusnet, tell the punter to reboot, switch off or blame BT, never admit the problem could actually be at their end.
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Reset
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RE: ADSL Connectivity Update

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