Anyone have any insight to this new connection problem.

Forums › Spark New Zealand (including Skinny and BigPipe) › Anyone have any insight to this new connection problem.

dolsen

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#226214 26-Dec-2017 09:10

A friend has moved into a new apartment and is having issues getting connected. She was previously connected with bigpipe at her previous address using either VDSL or ADSL using an ex spark hg659 flashed with the bigpipe firmware.

On moving to her new apartment she has had to wait for the new connection (previous people have left their connection which is normal). Once bigpipe have said her line is enabled though, she has been unable to connect.

The wan light was lit however, she was unable to authenticate. There is a username and password populated, service name is not populated. As bigpipe use port based authentication, this should have been enough I would have thought. Especially as it was previously working at another address. I had gone through troubleshooting with her, bigpipe had gone through troubleshooting with her, but, no result.

A chorus fault was raised and here is their reply.
"Hi team , I have performed a PVC rebuild and can see ppp up with modem mac address 34:CD:BE:21:42:2A but only one way traffic, no download. Checked and can see that other cust on the same card incl Digital Ventures cust have ppp and bi-directional traffic. Please recheck with your cust ensuring the CPE is configured correctly and if possible , alt cpe is tested"

The Mac address is her Mac address, so, definitely the correct line.

I have flashed another modem with the bigpipe firmware, reset it and given it to her, but, she has the same result.

Bigpipe are saying it's her equipment, however, the fact that two different modems are unable to connect, including one that previously connected to bigpipe without issue makes me thing they haven't associated her line with her account correctly.

Anyone have any other ideas / suggestions?

dolsen

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#1925199 26-Dec-2017 10:05

VDSL is connected

But, no authentication as shown.

@IPv6pipe

Flickky

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#1925239 26-Dec-2017 11:31

For the sake of it, have you tried a modem that isn't a HG659?

A friend of mine on Bigpipe had a similar situation - despite the fact that Chorus were saying it was a CPE issue, Bigpipe convinced them to switch ports and suddenly their connection was working. Go figure.

Side-note: remember it's Boxing Day and office staff may not be working over the Christmas/New Year period. Wouldn't be surprised if @IPv6pipe was on holiday.

hio77

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#1925268 26-Dec-2017 12:24

one way, download only normally indicates a bit of a port configuration issue on RSP side.

Last i heard mismatches on BP's end were unlikely though.

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thorax

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#1925338 26-Dec-2017 14:39

I had a similar issue, turns out that my static ip address was assigned to another customer by accident.

Using the bigpipe Android app I could see their 'activites' being recorded against my account.

dolsen

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#1925457 26-Dec-2017 18:47

Hi all,

I have only tried two hg659 modems (one previously known working, one brand new) as those are the only VDSL modems I have on hand.

Unfortunately, the android app doesn't show the breakdown anymore, although she does have a static IP address.

Yes, holidays are good so not expecting much today.

I'm pretty sure it's an issue on bigpipes end, but, asking if anyone had any pointers.

hio77

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#1925472 26-Dec-2017 19:23

Double check your doing vlan 10 pppoe.

Sounds like the conf is good. But always pays to double check the silly little things.
That sort of chorus response tells me it is on bp side OR chorus actually have a missmatch....

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RunningMan

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#1925475 26-Dec-2017 19:24

Can you ping that static IP from outside BP's network? If so, could be the same problem as @thorax.

hio77

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#1925478 26-Dec-2017 19:28

Would expect if that was the cause, that bng would tear down old session and cause fd as the devices fight it out..

Strange problem none the less...

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dolsen

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#1925516 26-Dec-2017 20:24

Definitely vlan10.
Can't access modem at the moment.
Post some troubleshooting they did connection type was IP routing (ppp) with authentication auto.
For the new modem once reflashed with bigpipe firmware and hard reset, I didn't look too closely as I assumed that the details would be correct.

hio77

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#1925537 26-Dec-2017 21:19

IPoE sometimes requires an initial PPPoE session to be obtained for the system to learn your port etc.

otherwise yeah, it all looks right...

Think i didn't noticed until now is, Your actually getting Authentication failed.

That would certainly tell me, it's being bounced... be it the for-mentioned public ip issue or you have fallen into the strange trap where html chars end up in the password/username. often you won't see these but radius can get iffy about it (even with port auth)

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dolsen

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#1931843 7-Jan-2018 20:36

Well, my friend still does not have a connection to bigpipe despite multiple attempts to get connected.

She had gone through the same troubleshooting steps multiple times with the same result - no internet. Unfortunately, there seems to have been a focus on her modem settings despite multiple people going through them with her and confirmation that they were correct.

Anyway, in order to hopefully move this forward, I have swapped one of the two modems that she was using with an actual bigpipe modem I borrowed off a friend. Unsurprisingly (to me), this has resulted in exactly the same result - no internet and ppp failure with authentication failed.

So, now with 3 different modems being tried including one that previously worked successfully at her prior address, a brand new Vodafone one with the bigpipe firmware on it and now, an actual bigpipe modem, hopefully there will be less focus on her settings and some progress will be made.

@IPv6pipe

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IPv6pipe

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#1932004 8-Jan-2018 09:56

Have just seen this now. Sorry guys, I was indeed on leave!

I can see a modem connected to the line from our end, however don't see any successful login attempts as of yet. As multiple modems have been tried (one of which has our firmware on it) it doesn't look like this is being caused by modem config. I can also see another customer on the same DSLAM syncing with an active PPP session, which means we're all good on our end to accept connection from this line.

We're following this up with our friends at Chorus at present. @dolsen please ask your friend to keep an eye on their emails, and keep their modem plugged in and turned on. Sorry for the trouble on this, especially over the holiday period!

Feel free to PM me about this if you like. :)

Just as a bit of trivia, any modem/router connected to our network (and configured with our required settings) that requests a PPP session will get one. If the line isn't supposed to have internet it'll get an IP address, but no access to the outside world. If you see your modem/router obtaining an IP address and the PPPoE access concentrator name begins with "mdr-tdv-bngrt", your modem/router is connected to our network.

Edit: Just as an example, here's what the above looks like on a Bigpipe HG659 on VDSL.

dolsen

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#1932303 8-Jan-2018 17:37

Final update, She now has internet.

From the email she received it looks like chorus did not set up her line correctly. Part of their response

"This port was configured with a profile intended for another RSP customer. I have since manually rebuilt the port and PVC. DSL showing back Up at 23,164/4,346kbps since 8/01/2018 10:29 with a Learned CPE (RGW) MAC Address of D0:6F:82:14:93:4A and 2-way traffic passing"

Thanks.

hio77

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#1932325 8-Jan-2018 18:01

dolsen:

Final update, She now has internet.

From the email she received it looks like chorus did not set up her line correctly. Part of their response

"This port was configured with a profile intended for another RSP customer. I have since manually rebuilt the port and PVC. DSL showing back Up at 23,164/4,346kbps since 8/01/2018 10:29 with a Learned CPE (RGW) MAC Address of D0:6F:82:14:93:4A and 2-way traffic passing"

Thanks.

That sounds very much like a Chorus update.

Is certainly an interesting and concerning response to have received as would imply the previous assure rep didn't catch this clear fault.

Possibly @ChorusNZ would be worth having a look to see if a possible training gap or such needs to be filled

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