Bigpipe connection issues

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe connection issues

Brumfondl

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#237559 7-Jun-2018 19:45

My internet has been out most of the day. The HG659 seems to think that it is connected to the net but nothing behind it can connect. I have tried a different router and cable and that can’t connect to the net either.
I have tried turning both the router and the ONT off and on a few times and even rest the router to factory settings but my computers keep saying that the modem is having connectivity issues and no wifi device can connect either.

Any clues? Bigpipe’s suggestion so far has been to use the reset hold on the back of the router and I have tried that twice with no change in circumstance.

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#2031658 7-Jun-2018 19:50

Assume you are on a standard / non-customised BigPipe UFB connection (i.e. PPPoE and no VLAN tagging), you are try connect your computer directly to the OBT port 1, and set up a pppoe / dial up network and see whether you can get a connection.

For username and password, just enter something random, but don't leave it blank.

BigPipeNZ

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#2031660 7-Jun-2018 19:58

Hey Dave, sorry to hear your internet's not working at the moment - when I check on our side it looks as though you're authenticating and I can't see any problems with the fibre (i.e. your Optical isn't red), so you should be good to go. Can you try what AKLWestie's suggested and see if you're able to connect? If it's not working when it's plugged in directly to the ONT it may be an issue on our side.

I've checked and one of my colleagues has your case in his name so if you go back to him with the results that will get you the fastest answer; we're also available on live chat if you click on Mike, the AI in the bottom right hand corner of the Bigpipe website.

bigpipe.co.nz
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Brumfondl

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#2031699 7-Jun-2018 20:12

I get the message “failed with error 651”. Could just mean I did not set it up correctly. Note that I do have a static IP

spmiller

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#2031757 7-Jun-2018 22:36

From what I could tell, "error 651" isn't much more useful than "it didn't work". It could be your end or their end, which isn't particularly helpful.

When I diagnosed my issue recently I used Wireshark (capture your Ethernet interface, then filter with "pppoed"). A normal sequence is:

PADI (your computer broadcasts to find a server that can connect you)
PADO (the server replies to you, offering a connection)
PADR (your computer requests to accepts the offer)
PADS (the server confirms your session)

When I had VLAN tagging turned on the PADR wasn't getting sent. That let me figure out it was probably the modem at fault.

HTH

itxtme

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#2031777 7-Jun-2018 23:30

Wonder if they assigned your static IP to someone else? Happened to us on a recent install, they swore black and blue it was an issue at our end, authentication working etc. But no, was apparently two connections trying to use the same static IP

Brumfondl

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#2031795 8-Jun-2018 01:04

itxtme:
Wonder if they assigned your static IP to someone else? Happened to us on a recent install, they swore black and blue it was an issue at our end, authentication working etc. But no, was apparently two connections trying to use the same static IP

Last thing mentioned was that they asked me if it was ok to assign a new static IP. Guess I will find out what is happening some time later this morning.

dan

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#2031848 8-Jun-2018 07:56

itxtme:

Wonder if they assigned your static IP to someone else? Happened to us on a recent install, they swore black and blue it was an issue at our end, authentication working etc. But no, was apparently two connections trying to use the same static IP

yes, im betting it will be this, as you said your router says its connected.

i have seen this atleast 2 other times on Bigpipe connections when they have assigned your existing static IP to someone else.

you router still authenticates but you have NO data throughput when this situation happens.

Brumfondl

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#2032106 8-Jun-2018 13:10

So they changed the static IP address but the issue persists. Hopefully one of the technicians at Bigpipe will work out what the problem is before I have to go back to work tomorrow.

Brumfondl

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#2032223 8-Jun-2018 16:29

So, just after 3 pm, the internet came back on. No idea what was wrong or what was done to fix it but very happy that it is now working.

I will say that, in a situation like this, the email only support does not work. The only thing consistent about it was the emails saying they would not be able to get back to me in the two-hour timeframe. I guess, on the upside, this is the only real issue I have had with the fibre connection in the four years I have had it and the three years I have been with BigPipe.

It will be interesting to see what sort of deals they come up with after the network changes. $129/month for gigabit fibre with only email support does not really cut it anymore.

LittleDude

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#2032250 8-Jun-2018 17:45

Bigpipe's response yesterday to my query regarding plans and pricing was "We don't have any plans at changing pricing at this stage. We understand other providers are competitive however at this stage we aren't offering any further promotions."

Brumfondl

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#2032262 8-Jun-2018 17:50

LittleDude:

Bigpipe's response yesterday to my query regarding plans and pricing was "We don't have any plans at changing pricing at this stage. We understand other providers are competitive however at this stage we aren't offering any further promotions."

Plan changes were hinted at in the IPv6 Trial Ending thread on page 3 :)

BigPipeNZ

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#2032476 9-Jun-2018 12:39

Thanks for your patience Dave, and sorry that we didn't get back in touch within the timeframe we promised. If you do ever have any problems again, and you need an answer quickly (i.e. if your connection's down) we strongly encourage you to come through live chat; it's in real time, and we have staff on it between the hours of 8am-10pm. We do a fair amount of troubleshooting over it and find it's a much quicker way of doing troubleshooting.

Just wanted to touch on a few of the points raised in this thread: with the move to Spark's network, the Static IP conflict that itxtme and dan have raised won't be a problem anymore as it won't be possible to assign a Static IP to two different connections. At this stage, we don't have any immediate plans to change pricing but it's something that has been bought up a few times, so I'll bring up the feedback you've provided with the people making pricing decisions.

I want to make sure this is permanently resolved, so I'll send you an email in the next few minutes.

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nunz

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#2041936 21-Jun-2018 19:52

They are also theoretically changing people who use IPV6 and diddling around with them - or at least that's one excuse given for connectivity issues today.

robfish

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#2041963 21-Jun-2018 20:11

My son "lost his internet access" last night too.

Eventually Bigpipe explained that they have changed their DNS addresses so we set the router to get DNS addresses automatically and voila - all is well again.

I just checked two modem setup guides and they both showed using the old (static) DNS addresses.

Rob

nunz

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#2041981 21-Jun-2018 20:35

robfish:

My son "lost his internet access" last night too.

Eventually Bigpipe explained that they have changed their DNS addresses so we set the router to get DNS addresses automatically and voila - all is well again.

I just checked two modem setup guides and they both showed using the old (static) DNS addresses.

Unfortunately not our issue. We use 8.8.8.8 after facing DNS delays previously.

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