Strange apparent router authentication failure
FIXED
@RealAleMadrid wrote:The worrying thing about this fault is that neither Plusnet customer service or Openreach seem to know anything about it and waste hours of time looking for something when it is a configuration error in BT Wholesale's system. Why it has happened to a number of Plusnet customers is another unanswered question. Maybe other suppliers have had the same problem, who knows.🤔
@SpendLessTime wrote:
That's the worry here too. Seems to have been customers who were FTTP Trialists but have they all move to Full Fibre causing the issue or were some still Trialists as the issue is more complicated?
As one of the trialists still, I'm wondering if this will hit me at some point.
It is a rare issue, but once we knew there was a problem, we raised an incident straight away and we communicated it to agents. It did take longer than I’d have liked to identify the problem, but now we have done, our suppliers are investigating to learn what went wrong and to fix any remaining affected connections as soon as possible, which I’m told is genuinely a small number. Additionally we can put steps in place to hopefully stop the same issue from happening again in the future. Appreciate the worry though and I hope this provides some reassurance.
@hquaint wrote:My cancellation of the engineers visit also seems to have gotten lost in the system, an OR engineer turned up today with a job request to do a brand new install of fibre for a new customer. Back in early September when problems started, we were sent an ADSL copper engineer who apologised and said he couldn’t work on the system because he was only equipped for copper. He also thought there didn’t seem to be any problems on the premises and it was most likely to be a configuration issue. We’ve since been going round the houses until i started googling the issue and came across this post and Gandalfs kind solution.
When I checked last night, the fault was cancelled in the supplier systems, but as the appointment was imminent for the next morning, I suspect the job had already reached the engineers workstack. When this happens it’s what’s known as “past point of no return”, so the job with the engineers likely wasn’t/couldn’t be cancelled.
Sorry again for the trouble you’ve had.
No problem @SpendLessTime. I doubt that having a static IP would have caused or even contributed to this as the issue was down to the provision on our suppliers side. IPs are assigned from our network.
Cheers for the feedback @Hiems89,
Yeah I appreciate what you've said. I may be wrong and I'm not trying to make the issue seem less important btw, but looking at it a different way, this probably is the first problem we've had with a small number of FTTP trial connections.
Either way we've taken this seriously by raising an incident and carrying out an investigation into the problem. 