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596 posts

Ultimate Geek
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Topic # 82834 6-May-2011 09:03
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A customer of mine in Blockhouse bay Akl, keeps having the issue where the ppp or "internet" authentication keeps dropping out, its happened a few times now over the past 48 hours.  This morning it wouldnt re-authenticate after powering off modem but the adsl sync was fine, however tried 30min later and it connected.  Its getting a good line speed, its just the ppp authentication having some issues.  The username and password is 100% correct.  The modem is also a brand new tplink adsl2+ router.  Is anyone else having problems like this?

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351 posts

Ultimate Geek
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  Reply # 466045 6-May-2011 09:14
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I had this happen a few days ago, I'm in Wanganui so I'm not affected by the tornado which VF said may affect some Auckland Customers.  I rang VF after doing every check I could, it would sync but not authenticate.

Took a few hours for the to finally authenticate but my sync speed had dropped a megabit, but after testing I found my ping had halved so I can live with the slightly lower speed.

The guy at VF was very very helpful, I explained that I did a isolation test, replaced everything (I keep a spare modem handy just incase)  Sure enough Vodafone couldn't even see that I was synced to the exchange.  WIERD!





 

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Uber Geek
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351 posts

Ultimate Geek
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  Reply # 466056 6-May-2011 09:36
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Just so you guys know my fault was during the day, 12PM - 3:30PM




 

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Master Geek
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  Reply # 466061 6-May-2011 09:48
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I have had this problem on a number of occasions over last 2 weeks - on VF Red Network in Mount Roskill.

Modem would report normal DSL line stats and carrier up but PPP authentication failure. Would sometimes need several modem reboots before authentication. Some days no problems at all.

On ?Sunday/Monday couldn't get authentication - phoned helpdesk - spoke to a CSR who initially told me that problem must be at my end - told her that I had done testing, looked at logs etc... and was sure that problem was authentication at VF side. She said she would lodge a problem report so I asked her for the ticket number - she said "you will have to wait for 6 minutes while I fill in the details". While I was waiting the internet returned and when she came back to me and I told her this she said she wouldn't submit the ticket.

Then on Wednesday approx 0100 lost internet while browsing. Rebooted modem - couldn't get ppp authentication. Tried to call helpdesk but homeline dialtone was engaged signal. Called VF on cellphone - CSR was quite helpful on this occasion. At my suggestion he called my landline - he managed to get through and when he hung up the dialtone returned. However while still talking to him rechecked landline and again dialtone incorrect. He did a line test and said something like "short in line pair". He said that he would send Chorus out - I said that as an intermittent problem I didn't necessarily want this immediately as it may just be water in the lines from recent storm and I didn't want to be charged if no fault found.  He said there wouldn't be a charge as we pay Wiring and Maintenance and he had identified a fault.

Anyway we were very impressed that Chorus arrived within about 12 hours. The chap phoned me and said that he had checked everything at the exchange and it was fine - he said he couldn't find the lines entering the property and when I told them where they were he said he thought those were for the front house only - I told him both were in the same junction box but he seemed unsure about this - anyway he then checked the house jackpoints - I was suprised that he could say they were fine by just listening to the dialtone with a normal phone - I thought that some electrical measurement/checking would be done.

Anyway the Chorus chap was very friendly and gave me his mobile number in case we have any problems in the next 2-3days. It was fine Wednesday night and yesterday so here's hoping we wont have further problems. I still wonder whether our two recent problems (ppp authentication and dialtone) were unrelated but I suppose we probably won't ever know.

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