Cutover to VDSL gone wrong

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Cutover to VDSL gone wrong

Foiler

220 posts

Master Geek

#168570 18-Mar-2015 18:54

Customer in Takapuna ordered an upgrade to VDSL a couple of days ago .. nek minit, today, out of the blue, they got a text message from a Chorus tech cheerfully announcing they were now cutover. At the same time their internet, including mail server and VoIP phones all stopped working.

A new VDSL modem hurriedly put in place showed VDSL there for sure with a 20M/10M connect, but all attempts at authentication fail.

Vodafone claim the connection has not showed up on their system. ie no DSL connect showing at all. Strange.

Is it likely the Chorus tech has jumped wrongly? or is there some missing back end config, presumably also Chorus?

Should the customer insist on going back to an adsl connection until the dust settles?

I would have thought the polite form of this process would be the Chorus tech touching base with the customer before moving stuff around .. and in the absence of that amount of common sense Vodafone should be doing it.

Is it not possible to manage these upgrades?

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#1261897 18-Mar-2015 19:01

hyperman

418 posts

Ultimate Geek

#1261899 18-Mar-2015 19:03

I think we maybe missing something here.....

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hio77

12999 posts

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Lizard Networks

#1261901 18-Mar-2015 19:04

vdsl was so fast it posts before context can be given clearly ;)

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Foiler

220 posts

Master Geek

#1261903 18-Mar-2015 19:06

apologies for the early hit enter key

hio77

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Lizard Networks

#1261904 18-Mar-2015 19:12

Have you spoken to Vodafone support? by the sounds of things your talking about a business connection.

Sounds like your connection is all setup but the authentication side still needs a checkup - have seen this happen once or twice with vodafone, i cant recall the exact cause off the top of my head but there are threads about it.

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NonprayingMantis

6434 posts

Uber Geek

#1261908 18-Mar-2015 19:18

no master filter install?

kornflake

409 posts

Ultimate Geek

#1261922 18-Mar-2015 19:50

is vodafone seeing auth attemps in their radius logs?

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hyperman

418 posts

Ultimate Geek

#1261930 18-Mar-2015 20:05

afaik business connections use port based auth

I am sure someone will correct me

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SATTV

1648 posts

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#1261980 18-Mar-2015 21:17

Vodafone VDSL needs authentications, those on the old TC network do not need authentication, they are still installing on the TC network if they are implementing VoIP.

Being that Chorus is involved it is a Vodafone circuit, Vodafone will have to lodge a fault with Chorus, this can only be done once the chorus tech has signed off on the install job.

What should have done was provision another circuit rather than doing a cutover migration for this exact reason.

John

I know enough to be dangerous

Foiler

220 posts

Master Geek

#1262036 18-Mar-2015 22:56

Vodafone helpdesk did say in a text that "the pre-configured router shall picked (sic) the PPP being port based auth." I think the translation of that supports what hyperman is saying.

There is no splitter but it is near enough a dedicated line, and since we ARE getting a connect (at least according to the Draytek VDSL router), I don't imagine the authentication problems would be impacted? But to put the Mantis mind at ease we certainly will be accepting the free splitter install. If Chorus choose to do that some time after provisioning the VDSL then clearly Vodafone need to use more plain english in their service orders.

Thanks kornflake .. I did ask about their radius logs, but I don't think they couldn't find any, hard to know .. I think Vodafone are blinkered because according to them there is no DSL.

It's all a bit like the Monty Python cheese shop so far.

Jaxar

383 posts

Ultimate Geek

#1262105 19-Mar-2015 08:51

Some info which might be useful.

When Chorus does a job it first goes to a state called service given. This means the Chorus agent has done his job and the customers service should be working. Chorus still however need to complete their billing work and set the job to complete. Until this is done the VF CSR cannot use their normal tools to check things like modem sync. This may be where the 'blinkered' impression is coming from. The CSR should be working around the lack of the normal tool working by having you check it on your end.

As for the splitter a tech certainly should have come on site to install a splitter or determine you already have one. If this has not happened you really should be raising this issue with VF.

Please note: I have a professional bias towards Vodafone.

Mattmannz

471 posts

Ultimate Geek

#1262297 19-Mar-2015 12:05

If Vodafone can't see your DSL connection then the Chorus tech has jumpered it at the exchange incorrectly. This happens occassionally and you get the exact issues you descrive. DSL sync but no auth and VF can't see anything. Takes a few minutes to resolve once Chorus are involved again.

Foiler

220 posts

Master Geek

#1263623 19-Mar-2015 18:37

Customer: It's not much of a cheese shop, is it?
Owner: Finest in the district!
Customer: (annoyed) Explain the logic underlying that conclusion, please.
Owner: Well, it's so clean, sir!
Customer: It's certainly uncontaminated by cheese....

Chorus changed the setting back to original this morning, and voila we have ADSL, authenticated and with data - great .. but wait ..
Later in the day (2pm) the ADSL data stopped - router still sync'd adsl but no PPP
Vodafone system shows we have a VDSL account but cannot see any sync of any sort
Chorus say they need to do an exchange visit to fix this up - OH NO!! don't you hate do loops ..

Mattmannz your assessment may well be right on the button.

Not sure if it is any relevance, but reportedly Vodafone ADSL authenticates on username, and VDSL authenticates on port.

nigelj

856 posts

Ultimate Geek

#1264000 20-Mar-2015 12:36

Foiler: Not sure if it is any relevance, but reportedly Vodafone ADSL authenticates on username, and VDSL authenticates on port.

My Vodafone VDSL connection is MPoA (per Draytek terms) with no authentication on the modem end.

hio77

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Lizard Networks

#1264029 20-Mar-2015 13:30

nigelj:
Foiler: Not sure if it is any relevance, but reportedly Vodafone ADSL authenticates on username, and VDSL authenticates on port.

My Vodafone VDSL connection is MPoA (per Draytek terms) with no authentication on the modem end.

seems odd that you would use an ATM based method for VDSL..

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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