Chorus ONT not passing DHCP requests

Forums › Spark New Zealand (including Skinny and BigPipe) › Chorus ONT not passing DHCP requests

elliotstan

16 posts

Geek

#177273 28-Jul-2015 14:31

Hi All,
Speaking today with Spark IP Config team setting up a new GWS Lite connection to our site. Had some extra static routes setup to connect back into the rest of our WAN. Could get connection to the internet directly ok however couldnt get connection to our internal network. Spark guy advised that the most recent ONT's supplied by Chorus have a fault where they are not passing on DHCP requests correctly (our servers are all off site). Apparently this is a nationwide issue.

Has anyone else come across this issue and if so any idea when it will be fixed?

Cheers in advance.

PoHq

466 posts

Ultimate Geek
+1 received by user: 146

#1353495 28-Jul-2015 15:27

Yes known issue. I've come across this once and we swapped the ONT for the older version. The ones with the QR code have this issue. I'd ask for it to be swapped.

Cheers.

elliotstan

16 posts

Geek

#1353528 28-Jul-2015 16:05

Awesome, thanks for the quick reply. Will request a new / old one to be installed. Not looking forward to waiting another few weeks after the 3 months we have waited so far.

Cheers.

PoHq

466 posts

Ultimate Geek
+1 received by user: 146

#1353564 28-Jul-2015 16:43

No problem. Glad to help. Hopefully what you require won't get lost in translation along the way and they simply think you have a faulty ONT. as I say just look out and make sure the replaced one doesn't have a QR code on the front.

Good luck!

Cheers.

Chorusnz

436 posts

Ultimate Geek
+1 received by user: 603

Trusted

Chorus

#1354323 29-Jul-2015 12:24

Chorus has passed the following message to RSP's re: this issue;

A number of business and enterprise end-customers started experiencing network problems after installing the new Chorus ONT for their UFB service. Working alongside the impacted retail service providers, we have discovered a problem with the new Chorus ONT that affects customers using the DHCP relay feature within their network. DHCP Relay is often used to provide customers a simple solution for IP address assignment across their WAN.

Using the results from our joint troubleshooting efforts, Alcatel Lucent, the OEM for the ONT, has been able to replicate the issue and get urgent work underway to create a software patch to resolve it. The patch is expected to be available in next 2-3 weeks and, after testing is complete, it can be deployed remotely to update ONTs experiencing problems.

While this software patch is an emergency fix, it's planned that the permanent software code fix will be included in Chorus’s next scheduled firmware upgrade for the new ONT in September.

========
UPDATE:
Some folks are calling their ISP requesting a swap out of their ONT for an old one without the QR code. We do not have a stock of old ONT units.
The only supported solution will be to patch the ONT once we have the fix into production.

========

UPDATE 2:
If you are affected by the DHCP Relay issue log a fault with your RSP and as part of the resolution a patch will be remotely applied to your ONT.
NOTE: The patch is expected to be available in next 2-3 weeks and, after testing is complete, it can be deployed remotely to update ONTs experiencing problems.

^GL

elliotstan

16 posts

Geek

#1354440 29-Jul-2015 14:29

Thanks for the update Chorus. If only my client manager at Spark knew about this before. Bit disappointing though. Thought this sort of communication would be more easily available. Considering the effect on businesses it’s pretty frustrating

Good luck getting a fix out soon.
ED.

benchit

37 posts

Geek
+1 received by user: 1

#1354497 29-Jul-2015 15:32

^ Thanks Chorus for acknowledging.

My views are not necessarily that of any of my clients and/or employer/s.

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

Chorusnz

436 posts

Ultimate Geek
+1 received by user: 603

Trusted

Chorus

#1374568 26-Aug-2015 13:01

FIX UPDATE

RSPs were sent an Informer yesterday advising the implementation of a fix for this issue.

Over the next few nights we will upgrade all of the G-240G-P ONTs to the software which contains a fix for both the DHCP relay and another issue we discovered in testing, relating to Fragmented packets.

End customers do not need to do anything, by the end of this week all ONTs on the network will have been upgraded.

^GL

elliotstan

16 posts

Geek

#1374877 26-Aug-2015 20:55

Yeah. I have had a few sites apparently being updated this week.
Cheers for the updates anyways Chorus.