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191 posts

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#233369 13-Apr-2018 12:37
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Customer has had no internet (VDSL) for 3 days in Silverdale .. CSR says it should all be ok now .. DSL layer is up but it is not authenticating.

 

Can someone assist here by looking at RADIUS logs to see what is still amiss?

 

The router is a Draytek 2760, settings have not changed, and have just checked the settings which all look ok to me.  Yes the customer has power cycled the router, and yes we have clicked on the Dial-PPPoE button.

 

Hoping someone can assist here?


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xpd

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  #1995463 13-Apr-2018 13:16
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Whats in the logs of the router ? Is it saying PPP auth is failing or something else ?





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'That VDSL Cat'
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  #1995466 13-Apr-2018 13:17
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Have you double checked there is no html chars in the username/password?

 

 

 

i recall this messed with a previous draytek for you....





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  #1995467 13-Apr-2018 13:17
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PM'd ya, send me an account number and I'll take a look. You reckon the router's OK, hasn't been zapped in the storm?




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Master Geek


  #1995470 13-Apr-2018 13:19
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I am pretty sure the router is ok, all the settings look right, and DSL is up with good connect speeds, so this is just a PPP problem.

 

Will PM dets - thanks.

 

 




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  #1995480 13-Apr-2018 13:25
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hio77:

 

Have you double checked there is no html chars in the username/password?

 

 

 

i recall this messed with a previous draytek for you....

 

 

 

 

yeah good point thanks, and I did wonder, but settings for this router haven't changed for literally years, with other previous power cuts unaffecting .. will try entering password afresh anyhow

 

 


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  #1995494 13-Apr-2018 13:49
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All looks configured fine at this end, just no auth attempts coming through. Expect a phone call from John to diagnose further..


'That VDSL Cat'
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  #1996639 15-Apr-2018 21:29
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gaddman:

 

All looks configured fine at this end, just no auth attempts coming through. Expect a phone call from John to diagnose further..

 

 

Hope you don't mean JohnR is doing outbound calls back on the payroll now!





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  #1996672 15-Apr-2018 22:27
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thanks everyone for help with this .. apparently was a problem with the DSLAM .. PPP is authenticated and connected now

 

cheers mark

 

 


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  #1996678 15-Apr-2018 22:36
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Foiler:

 

thanks everyone for help with this .. apparently was a problem with the DSLAM .. PPP is authenticated and connected now

 

 

 

 

Sounds like PVC got stripped.

 

This sometimes happens, and often there is NO way of telling so.

 

 

 

thus was born the habit many Tier one reps learn from others "always run a port refresh" (Conklins also typically required refreshes to reconnect at times too, Chorus have now removed the ability to refresh these cabinets.)

 

in the world of ddDLM this concept drives me up the wall.

 

 

 

to make matters worse (thankfully seems to be fixed for the most part) Chorus had a intermittent issue with their DSLAM's for a few few months where a port refresh had like a 40% chance of stripping the PVC and leaving the connection unusable until a fault was raised to chorus assure to rebuild manually. (I've had reports from their reps this takes 20-30 mins per job!)

 

Apparently this took quite awhile for Assure reps to actually get the fault listened to.. I'm sure Reps here will say otherwise so whos word to listen to I'm unsure :)

 

I'm just glad this issue is resolved at this stage (atleast i'm yet to see another case of it happening in the last 3 months)





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  #1996704 16-Apr-2018 07:11
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I don't know if it's the same issue as where a PVC rebuild fixes it - in this case all customers on the same card were down and a card reset got them working again.


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  #1996706 16-Apr-2018 07:26
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gaddman:

I don't know if it's the same issue as where a PVC rebuild fixes it - in this case all customers on the same card were down and a card reset got them working again.



Ah those ones are even worse!

Frequent ppp loss due to card issues takes the cake for frustrating faults to chase though!




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