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Completely hopeless and frustrating

tanerdy
Dabbler
Posts: 17
Registered: 08-06-2007

Completely hopeless and frustrating

Two days ago - Tues 21st - our connection died at about 8pm.

All the usual endless time wasted listening to awful music and the usual litany of "can you do this" and "we've tested your line" and "we can see you're connected".

Then the classic "it must be your pc. You need to get it checked." Slight;y non-plussed PN person when I told him what I did for a living.

At 12.am today I see that a dial-test has been carried out and this establishes that it is not my computer or my line but a problem at their end.

Now this morning I get a phone call on my mobile that the reason I can't connect is that somebody else is logged on as me! Now that's a new one.

Told that changing my logon password would sort it, I pop home and at 1.30pm the password is changed in my router.

Go back to work, logon to The Portal and change the password. Leave a message on my ticket and await action.

As I type, still no connection. I think that this is an appalling situation.

For anybody from PN who might read this, the ticket number is 20758441. Evil
23 REPLIES
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

That is true... If you use a dial up connection with your PN credentials your BB connection will drop.

Where are you typing from?
N/A

Completely hopeless and frustrating

Sorry but no it isn't.

I have connected to PN using my laptop dial-up, same username and password, then realised I forgot to disconnect my desktop BB. I left them both on at the same time and both worked fine. That was last week, it has always been the same.
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

Sorry but it is fella...

Try disconnecting BB then connecting again whilst you have a DUN connection established, you ill be unable to connect (unless PN have made some changes recently)

PN care to comment?
tanerdy
Dabbler
Posts: 17
Registered: 08-06-2007

Completely hopeless and frustrating

Err... using a dialup connection at the same time as bb isn't anything to do with my problem. Re-read my post. :-)

I've only been using dialup 36 hrs after loosing the BB. Just spoke to PN support - after waiting in the queue for 30 mins - and basically he said (and logged) what was said just after midnight this morning. 8 hrs and nobody has done anything.

The left hand doesn't seem to be aware of the right hand.
suec45
Grafter
Posts: 566
Registered: 02-10-2007

Completely hopeless and frustrating

James has been here all day sorting out problems, shame you missed him.


He will sort it tommorrow morning for you, I am sure.

Its good to have someone on here answering queries and helping with urgent tickets.
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

Quote
Err... using a dialup connection at the same time as bb isn't anything to do with my problem. Re-read my post. :-)


If someone else is logged on as you, the only logical assumption is that they have your credentials and are using dial up...

or

maybe your BB connection has been hijacked :shock:
Community Veteran
Posts: 26,341
Thanks: 598
Fixes: 8
Registered: 10-04-2007

Completely hopeless and frustrating

Have you checked VMBU to see how much the other person is clocking against your account?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
tanerdy
Dabbler
Posts: 17
Registered: 08-06-2007

Completely hopeless and frustrating

Quote
Quote
Err... using a dialup connection at the same time as bb isn't anything to do with my problem. Re-read my post. :-)


If someone else is logged on as you, the only logical assumption is that they have your credentials and are using dial up...

or

maybe your BB connection has been hijacked :shock:


Or maybe, just maybe PN have came up with the wrong idea as to the cause of the problem. "Surely not", I hear you cry. Wink

Anyway, at 9:15pm we are back online. Hooray.
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

It would have been easy to see auth via the RADIUS server

Anyway, glad its sorted!
tanerdy
Dabbler
Posts: 17
Registered: 08-06-2007

Completely hopeless and frustrating

And at 8am this morning the connection dies again!

I've logged a comment whilst at work and am so annoyed at PN's response. It's the usual yadda-yadda about checking this and that - which is what I had from them 2 days ago. I've done all the checking & testing over & over again.

Yesterday evening I was extremely forceful with the guy I spoke to about nothing being done for 8 hours - especially when he said it could take upto 48 hrs after he'd passed it to a "specialist team". Surprise, surprise. An hour after my verbal burnoff, everything works.

It seems impossible to get PN to accept that they might just be the source of the problem.

Time to leave, I think.

Onto the phone again. At least I can do it from work. <sigh>
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

Sometimes it can be VERY frustrating using support tickets when agents don't read the history and just palm you off into the crib sheet

Are you just disconnected from PN or have you lost sync?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Completely hopeless and frustrating

It's definitely in sync. According to RADIUS a new connection was established about 90 minutes ago.

RADIUS is also showing an ongoing connection that was established 22 hours ago, but it is possible that the data here is incorrect.

Has the connection returned for you or are you still seeing similar symptoms?
sophos9
Grafter
Posts: 760
Registered: 12-09-2007

Completely hopeless and frustrating

James... My guess is stale sessions, what you think?

Tanerdy, what are your modem stats? (i.e. sync, attenuation, SNR margin etc)

You should power off your modem for 1hr (bit longer if possible) then reconnect (do not initiate any dialup sessions)
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Completely hopeless and frustrating

No, I don't think it's a stale session, as the connection did work for a bit yesterday as reported above. They're fairly rare and for 2 to occur within 24 hours is practically unheard of.

*IF* there is a duplicated session, then this would make sense for the symptoms described.