Advice on ADSL Failure

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Advice on ADSL Failure

alasta

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#179333 4-Sep-2015 12:05

Folks - Need some advice with a problem that I am trying to deal with today.

This morning my ADSL connection stopped working for no apparent reason. In order to try and troubleshoot I tried to get into the router settings but ended up having to do a hard reset it as I didn't know the password to access it. I then managed to input the required settings based on the notes I took when I originally set it up three years ago, although I can't be absolutely sure that I got it right.

It's now giving me this message implying that I have entered the wrong user name and/or password:

The 2degrees broadband call centre have told me that the correct user name and password to use are exactly the same as my webmail user name and password. That's exactly what I'm using, yet I'm still getting the above message. They say that they can send a technician out but depending on the origin of the fault it could cost me up to $270.

I really don't know what to do now. Do I just accept the $270 liability? It feels like I may not have a choice.

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#1379682 4-Sep-2015 12:26

I should have mentioned that the 'DSL' indicator on the modem is lit up, but the 'internet' indicator is not. Does that confirm that this is just an authentication problem rather than a problem with the line, modem, etc.?

Mattmannz

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#1379729 4-Sep-2015 12:49

Try removing the name 2degrees from the service field

xpd

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#1379737 4-Sep-2015 12:52

Ask them to reset the password to what you know it as, just to ensure its right.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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alasta

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#1379910 4-Sep-2015 17:20

Thanks for your feedback. I tried both of the suggestions above and neither worked.

I think I'll try ordering one of their Fritzbox modems. Apparently they cost $149 and it may not necessarily fix the problem but at least it removes the barrier of them blaming my existing modem which was purchased from a third party.

If it still doesn't work when using their modem then I suppose someone from Chorus will need to come out and it could be weeks before I have time to deal with that hassle.

RunningMan

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#1379915 4-Sep-2015 17:36

Can someone local lend you a modem for testing?

hyperman

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#1379931 4-Sep-2015 18:23

If it's a username/password issue then I would be asking them to look in the RADIUS log to see what the actual issue is...
however you probably wont get that sort of help from the call center

/me waits for Ralph to post

The views expressed by me are not necessarily those of my employer

JayADee

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#1379968 4-Sep-2015 20:05

Not that it helps any but I have had username/password authentication errors in the past over the years that were a problem at the ISP end and not at mine, so it could be them.

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alasta

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#1380014 4-Sep-2015 21:29

Yes, the modem is strongly indicating that this is an authentication issue and I can't see how that could possibly be related to a Chorus or internal wiring issue.

The Draytek Vigor 120 that I'm using has a gazillion settings and my theory is that a minor change at the ISP end has made one of those settings incompatible. Unfortunately I don't have the technical proficiency to troubleshoot this, so getting a Fritzbox would at least allow me to get their help to ensure that I have the right configuration in the modem.

DarkShadow

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#1380040 4-Sep-2015 22:56

alasta: Yes, the modem is strongly indicating that this is an authentication issue and I can't see how that could possibly be related to a Chorus or internal wiring issue.

It could be a Chorus issue. Your line might have been plugged into another port on the DSLAM by accident , so you're still getting DSL but not logging in. Call 2d and ask them to run a misjumpering test with you.

lucky015

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#1380067 5-Sep-2015 02:20

DarkShadow:
alasta: Yes, the modem is strongly indicating that this is an authentication issue and I can't see how that could possibly be related to a Chorus or internal wiring issue.

It could be a Chorus issue. Your line might have been plugged into another port on the DSLAM by accident , so you're still getting DSL but not logging in. Call 2d and ask them to run a misjumpering test with you.

That's a good point, Basically you want to check that they can see the DSL connection dropping or connecting when you switch the modem on and off.

If they can see that ask them to check their authentication logs for ANYTHING from your username, even perhaps try typing in a fake unique username for them to search for to see if it shows up at all.

If they can see your modem going on and off but they cant see any authentication attempts then try another modem and if you cant do that then request they have a PVC rebuild done before you order a modem just in case.

alasta

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#1380125 5-Sep-2015 09:22

Thanks guys. I'll come back to this next week when I've got more time, and will let you know how I go.

tdgeek

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#1380127 5-Sep-2015 09:29

lucky015:
DarkShadow:
alasta: Yes, the modem is strongly indicating that this is an authentication issue and I can't see how that could possibly be related to a Chorus or internal wiring issue.

It could be a Chorus issue. Your line might have been plugged into another port on the DSLAM by accident , so you're still getting DSL but not logging in. Call 2d and ask them to run a misjumpering test with you.

That's a good point, Basically you want to check that they can see the DSL connection dropping or connecting when you switch the modem on and off.

If they can see that ask them to check their authentication logs for ANYTHING from your username, even perhaps try typing in a fake unique username for them to search for to see if it shows up at all.

If they can see your modem going on and off but they cant see any authentication attempts then try another modem and if you cant do that then request they have a PVC rebuild done before you order a modem just in case.

What I do, if having an issue with a customer not getting his static, is to get the dynamic they are receiving and check the radius off that, as that will bring up your connection. Same applies to the auth issue, no point searching on the RSP network if the UN/PW are in doubt.

RunningMan

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#1380131 5-Sep-2015 09:36

Have a read of this thread. Similar issue with authentication also with a DV120

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=179105

alasta

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#1380284 5-Sep-2015 15:46

RunningMan: Have a read of this thread. Similar issue with authentication also with a DV120

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=179105

Thanks, that is definitely an interesting thread, especially considering that my modem was also working fine for three years prior to the sudden unexplained failure.

Unfortunately the original issue raised in that thread does not appear to have ever been resolved, however some of the dialogue supports my view that dropping the DV120 and getting an 'officially supported' modem would be at least a step in the right direction and may even resolve the issue entirely.

RunningMan

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#1380289 5-Sep-2015 15:58

That thread is still going, but I agree, it's interesting that you are seeing the same symptoms with the same equipment that has worked well for some time.

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