New customer bb drops every morning-event log attached

[#1]

I didn't have a dial tone when connected to the test socket. The dial tone is back now when I reconnected to the main line. 

This is a small part of the trace now when reconnected:

18:52:37, 20 Dec.	IN: BLOCK [15] Default policy (TCP [24.245.59.48]:56975-​>[146.200.172.202]:6881 on ppp3)
18:52:37, 20 Dec.	BLOCKED 4 more packets (because of Default policy)
18:52:37, 20 Dec.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:52066-​>[52.20.253.187]:5222 on ppp3)
18:52:36, 20 Dec.	IN: BLOCK [15] Default policy (UDP [92.247.58.213]:55750-​>[146.200.172.202]:6881 on ppp3)
18:52:36, 20 Dec.	BLOCKED 5 more packets (because of Default policy)
18:52:36, 20 Dec.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:52069-​>[54.243.100.115]:443 on ppp3)
18:52:36, 20 Dec.	BLOCKED 2 more packets (because of Packet invalid in connection)
18:52:35, 20 Dec.	IN: BLOCK [15] Default policy (TCP [17.252.12.84]:5223-​>[146.200.172.202]:52495 on ppp3)
18:52:35, 20 Dec.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.79]:52339-​>[131.253.33.200]:443 on ppp3)
18:52:35, 20 Dec.	BLOCKED 1 more packets (because of Packet invalid in connection)

[#2]

Hi @Tyranade,

Thanks for providing that additional information. I can see that my colleague has raised a fault for you and I've provided the necessary information on a ticket here.

Best wishes

Dave

[#3]

I got an email yesterday that this is solved. But the problem is not solved- I still get disconnected by failed CHAP authentication process every morning - I want this ticket to remain open until this problem is solved for me. This is the trace from this morning :

This problem is not solved. I still get disconnected by a failed CHAP authentication every morning. I want this ticket to remain open until this is solved. Below is part of the log this morning when the bb disconnected again  like every morning.

08:06:54, 26 Dec.
(479865.340000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]
08:06:54, 26 Dec.
(479865.340000) CHAP authentication failed
08:06:54, 26 Dec.
(479865.300000) CHAP Receive Challenge
08:06:54, 26 Dec.
(479865.290000) Starting CHAP authentication with peer
08:06:54, 26 Dec.
(479865.290000) PPP LCP Receive Configuration ACK
08:06:54, 26 Dec.
(479865.290000) PPP LCP Send Configuration Request
08:06:54, 26 Dec.
(479865.280000) PPP LCP Receive Configuration Reject
08:06:54, 26 Dec.
(479865.280000) PPP LCP Send Configuration ACK
08:06:54, 26 Dec.
(479865.280000) PPP LCP Receive Configuration Request
08:06:54, 26 Dec.
(479865.270000) PPP LCP Send Configuration Request

And this is the email I got and nobody have been in contact to ask if it is working properly:

Thank you for your patience. The issue you reported to us now appears to be resolved following the work on the line, as we can see your line is now passing our testing. Please continue to monitor the connection and get back in touch should you experience any further problems.  Please do not hesitate to get back in touch online at http://portal.plus.net/wizard or by phone on 0800 432 0200 if we can be of further assistance. If you are happy the fault has been resolved, there is no need to reply as the ticket will close automatically after 14 days. This reduces our ticket volumes and lowers our overall response time.

[#4 · Accepted solution]

Hi @Tyranade, thanks for your post.

It looks like the line fault that was detected has been resolved, however, I can see that the router for some reason keeps losing the authentication details it needs.

At this point, I suspect that there is a fault with the router and so I have requested a replacement and prepaid returns bag be dispatched to you ASAP. You should receive these within the next 5 working days.

Please let us know if you're still experiencing issues with the new router, although I suspect the issue should be resolved as soon as you've gotten it up and running.

[#5]

I got the new router and thought I update here. The old router was indeed faulty. The new one works beautifully and auto installed without problems. The old router never entered the automated process and I had to manually install from the very beginning. Also the line problem seem to have been fixed.

I'm very pleased with the support I've had and want to thank all of you and wish you a Happy New Year! 

[#6]

Hello @Tyranade,

Thanks for getting back to us and that is excellent news. I will ensure to pass your thanks on to the guys who were involved in helping with your query.

We hope you have a fantastic New year.