3 BTOR engineers, 19 days down, poor customer service!
Hi,
First of all, I’m pleased that the connection was finally re-connected for schaff and I am very sorry that the issue wasn’t resolved much sooner.
Stale sessions cannot be easily identified, and none of the testing that we did showed that this was could have been the cause of the problem.
The fault itself was very rare, that said word has been spread across the team about this particular case so that, in the unlikely event that something similar comes up in future, we’d be aware of it.
With the hindsight of what fixed the problem, in my opinion, the results should be the same as powering the router down for an hour. Of course, sometimes the power down doesn’t work but this would be very rare indeed.
Due to there being a couple of ways to fix the problem, I’m not sure if it would be down to us or BTw to resolve. In this particular case, I feel that we both could have done more to resolve the issue.
The case was a service unavailable fault and we’ve dealt with that with that on the account in question.
Tony
First of all, I’m pleased that the connection was finally re-connected for schaff and I am very sorry that the issue wasn’t resolved much sooner.
Stale sessions cannot be easily identified, and none of the testing that we did showed that this was could have been the cause of the problem.
The fault itself was very rare, that said word has been spread across the team about this particular case so that, in the unlikely event that something similar comes up in future, we’d be aware of it.
With the hindsight of what fixed the problem, in my opinion, the results should be the same as powering the router down for an hour. Of course, sometimes the power down doesn’t work but this would be very rare indeed.
Due to there being a couple of ways to fix the problem, I’m not sure if it would be down to us or BTw to resolve. In this particular case, I feel that we both could have done more to resolve the issue.
The case was a service unavailable fault and we’ve dealt with that with that on the account in question.
Tony
As the more intrusive line tests that can be done from the PN faults checker will drop the line, can not a step in fault (or even pre-fault support) diagnosis be to drop the PPP session on your end? I'm not familiar with RADIUS, so if it is like DHCP where the server has no way of telling the client "It's over" then fair enough, otherwise this should be a tool that is developed.
