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Today's reason to switch your Router off for 1 hour (SS Update New)

TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Today's reason to switch your Router off for 1 hour (SS Update New)

Quote
Plusnet Service Status Email
To Me Today at 5:57 PM
Service: Broadband
Posted: Thu, Oct 16 2014 at 17:52:57
Subject: Broadband Connectivity (83190) - NEW
Earlier this afternoon we became aware of a problem resulting in some of our customers not being able to establish a connection to the Internet.
Our network engineers are currently investigating this.
If you are struggling to connect to the Internet then please try powering off your router for 1 hour before powering it back up and attempting to re-establish a connection to the Internet.
We'll provide another update later this evening.
Apologies for the inconvenience.
Kind regards,
Linn Karstrom
Customer Relations
--
22 REPLIES
Community Veteran
Posts: 5,176
Thanks: 480
Fixes: 20
Registered: ‎10-06-2010

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Presumably now is not a good time to reboot your router or gateway hop, in case you can't then re-connect.
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Is this just for PlusNets routers or all routers connected to PN's network ?Huh
@ejs
Good point & will await for PN's clarification with a reasonable explanation as to why the switch of / back on after 1 hour Smiley
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

I think the Service Status is referring to any customers who are having problems connecting. If you're not having any problems, you've no need to drop your connection.
Chris Pettitt
Cloud Environments Engineer
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Chris
For those that are having problems
What are the reasons(s) for the time period of the 1 hour switch off ?Huh
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

It's so that not everyone is trying to reconnect at the same time and hitting BT's Radius platform simultaneously.
Generally our customers will see this SS at different times thus an hour wait to reconnect will likely differ in terms of time they will reconnect.
Chris Pettitt
Cloud Environments Engineer
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Is it related / ongoing or similar to last Saturdays outage ?Huh
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

I'm unsure as I'm not in the office I'm afraid.
Chris Pettitt
Cloud Environments Engineer
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Can you please find out for us, as soon as you can Smiley
Community Veteran
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Registered: ‎31-08-2007

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

It is clearly not similar to last Saturday's outage. Not only did the initial Service Status make no mention of of users losing connection, as was stated in reply #3, it refers to those having a problem trying to connect.
In other words, new customers who have never had a connection and anyone else who didn't have a connection (because their hardware was off) or couldn't reconnect after switching off/rebooting/fault repair etc. This is confirmed in the SS update.
You can also see that by checking the usage graphs, there have been no drops.
Luke's Service Status update is quite clear and gives good advice.
ScottStorey
Aspiring Pro
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Registered: ‎21-02-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Considering that Chris has nothing to do with the service statuses anymore after moving jobs and he is posting in his free time you would be best waiting for CRT to post any info tomorrow as to why the SS was posted.
If there was anything critical that had gone down that was affecting a large number of customers like previous outages Linn would no doubt be all over the forums and twitter with updates.
As anotherone has point out there would be a clear indication on the graphing as well.
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Quote from: Anotherone
It is clearly not similar to last Saturday's outage. Not only did the initial Service Status make no mention of of users losing connection, as was stated in reply #3, it refers to those having a problem trying to connect.
In other words, new customers who have never had a connection and anyone else who didn't have a connection (because their hardware was off) or couldn't reconnect after switching off/rebooting/fault repair etc. This is confirmed in the SS update.
You can also see that by checking the usage graphs, there have been no drops.
Luke's Service Status update is quite clear and gives good advice.

Sorry I have to disagree in part as the updated status does not say anything about "(because their hardware was off) or couldn't reconnect after switching off/rebooting/fault repair etc" , however it does advise that where one is connected, not to turn off the router where possible
Quote
Plusnet Service Status Email
To Me Today at 7:51 PM
Service: Broadband
Posted: Thu, Oct 16 2014 at 19:46:18
Subject: Broadband Connectivity (83190) - Update
This is in an update to our previous post regarding the recent connectivity problem.
Our engineers are continuing to work on the issue and restore service to customers as quickly as possible. Please be aware that this will only affect customers who are trying to connect today for the first time or anyone who has lost connection today.
If you are already connect please to prevent any connection problems please avoid turning the router off where possible.
Kind regards,
Luke Sanderson
Customer Relations

pwatson
Rising Star
Posts: 2,468
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Registered: ‎26-11-2012

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Exactly, you've even highlighted the relevant sentence Smiley
Active connections were not dropped today, but connection attempts were affected.  Last weekend, active connections were dropped.
Community Veteran
Posts: 19,101
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Registered: ‎31-08-2007

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

Quote from: TORPC
Sorry I have to disagree in part as the updated status does not say anything about "(because their hardware was off) or couldn't reconnect after switching off/rebooting/fault repair etc" , however it does advise that where one is connected, not to turn off the router where possible

Oh dear, it doesn't have to say anything about "(because their hardware was off) or couldn't reconnect after switching off/rebooting/fault repair etc" that's quite obviously (I thought) a logical deduction from what has been said in both SS notices, aren't you able to make such logical deductions?
It's quite obvious that if you disconnect (or are disconnected - for whatever reason) you might have trouble reconnecting (until the issue is resolved).
Scott Storey has also pointed out there has been no drop in connections.
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Today's reason to switch your Router off for 1 hour (SS Update New)

So your claiming that the SS message does not mention anything about those who have indeed lost active connection(s) today
Ok it does not say the word active (however it clearly implies that the connection would of been active to have been lost in the 1st place)
Please see bold as it is as clear as mud
Quote
Plusnet Service Status Email
To Me Today at 7:51 PM
Service: Broadband
Posted: Thu, Oct 16 2014 at 19:46:18
Subject: Broadband Connectivity (83190) - Update
This is in an update to our previous post regarding the recent connectivity problem.
Our engineers are continuing to work on the issue and restore service to customers as quickly as possible. Please be aware that this will only affect customers who are trying to connect today for the first time or anyone who has lost connection today.
If you are already connect please to prevent any connection problems please avoid turning the router off where possible.
Kind regards,
Luke Sanderson
Customer Relations