Trying to troubleshoot new fibre connection issue.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Trying to troubleshoot new fibre connection issue.

mrdrifter

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#288672 16-Jul-2021 08:37

Just wondering if anyone has been experiencing issues on 2 Degrees fibre lately? I switched over at the start of the month and ever since have been getting intermittent issues with address unreachable or page can not be found. This is across all devices on my network. The only things that consistently load are Netflix and Amazon prime video on the tv or browser. This morning even the 2 Degrees site couldn't be loaded. Problem seems to be much worse in the mornings. I've even reconfigured the edgerouter from factory reset to try solve the issue - twice. Only trying with IPv4 at the moment as I couldn't get 6 working at all. Tested on a NetComm as well and saw the same issues.

This morning google.com would load for a bit and return results but all the results would drop as unreachable. The Google decided to stop as well. 15 minutes later things are working again for a while 10-15 min, then they started failing again.

I then found out one of my colleagues switched a day or two later and has been having similar issues.

Logged a job, but so far they said well that seems weird but the connection shows as live so it can't be us. I've asked to escalate things, but thought I would ask here as well.

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#2745007 16-Jul-2021 09:03

In my experience, if there is no connection - it's a provisioning problem. If there is a connection but nothing loads, it's a DNS problem. Seems to be true 90% of the time.

I'd try changing your DNS to google or Open DNS and see if that makes a difference

duffles

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#2745015 16-Jul-2021 09:34

Hey mate,
Haven't heard of any issues with 2d UFB. Not aware of any DNS issues either.
Because you're using your own device (Edgerouter, NetComm), the support you get from the Care team will be limited to checking the connection up to the ONT (light levels, connection stability and all of that guff), giving you basic settings and leaving you to it. The team don't support every device under the sun, I'm afraid.

Did your Edgerouter or Netcomm show that you were losing PPP? Or were you only losing connectivity to devices locally?

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

timmmay

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#2745066 16-Jul-2021 09:42

2degrees has been solid for me. Suggest you use the supported Fritzbox to make sure it's all working, with a third party system I don't think you'll get a lot of support.

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#2745078 16-Jul-2021 10:11

2degrees Fibre Rock solid! Big thumbs up from me

mrdrifter

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#2745081 16-Jul-2021 10:17

I'm going to request a fritzbox and see if I can put that in the mix and if it makes a difference. Do the stores have these or will I need to request one online?

Had a look at the logs and it does show the pppoe connection being dropped and reconnecting occasionally.

Mostly annoying as I was with trustpower who most people complain about, but I never had issues and over all speed was better.

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#2745088 16-Jul-2021 10:40

If the store have one in stock I am sure they will only retail it to you!

timmmay

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#2745091 16-Jul-2021 10:48

Best call them, they'll courier it out in a day or three. That can validate the line is working properly, if not you can get it fixed, if it is you can then try to fix your other router.

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duffles

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#2745098 16-Jul-2021 11:05

mrdrifter: I'm going to request a fritzbox and see if I can put that in the mix and if it makes a difference. Do the stores have these or will I need to request one online?

Had a look at the logs and it does show the pppoe connection being dropped and reconnecting occasionally.

Mostly annoying as I was with trustpower who most people complain about, but I never had issues and over all speed was better.

Hey,
I'd recommend giving the Care team a call, get them to check any alarms or what have you on the ONT. If there's an issue with your fibre line, they can get the LFC to sort that out for you. If it's fine, then they'll be able to fix you up with a Fritz to help further troubleshoot the issue.

With your Edgerouter and NetComm, were the MTU values 1500? I've seen a handful of customers with these devices set this to a value out by a wide margin and this can cause sporadic PPP drops. Hopefully it's something basic like that so you can get a quick resolution 😄

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

Aucklandjafa

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#2745399 16-Jul-2021 20:50

2degrees fibre has always been rock solid for me! Fritz box is pretty hard to beat, too

fe31nz

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#2745486 16-Jul-2021 23:47

I have had 2D fibre running for years on my EdgeRouter Lite and now EdgeRouter 4 with no problems after I worked out how to get IPv6 to work properly. I have static IPv4 and IPv6 addresses. With the EdgeRouters, you can always get them to capture the traffic to see what is going wrong. FritzBoxes can do that too. In an EdgeRouter, login to the CLI and do "sudo su" to get a root prompt, then "cd /var/log" to get to a safe directory to store capture files, and then you can run tcpdump to capture traffic from any interface. So "tcpdump -w pppoe0.pcap -i pppoe0" will capture all traffic on the PPPoE interface to the 2D next hop router. Then use Ctrl-C to stop tcpdump and from your PC you can use scp (or WinSCP) to copy the /var/log/pppoe0.pcap file and then run Wireshark on it to analyze it. If you do not have ssh access to the EdgeRouter you will need to enable that to allow scp to work. This will only capture traffic that is routed by the CPU - it will not see offloaded traffic. With offloading enabled, you will normally only see the first and last packets of any stream. So disable hardware offloading to see all the packets. This will, of course, dramatically reduce the available throughput while offloading is off, so do not forget to turn it on again afterwards.

I am not a fan of tcpdump - it works, but does not have all the features I would like to use. So I normally install tshark on my EdgeRouters. You do that by setting up the Debian repositories for the EdgeRouter (I think that is a GUI option these days), and from your root prompt do "apt update". Do NOT do "apt upgrade" as that will overwrite some Ubiquiti packages with standard versions. Then do "apt install tshark". Then you can use "tshark -tad -P -w pppoe0.pcap -i pppoe0" to do the same thing as the above tcpdump command, but also at the same time display the packets on screen.

hio77

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#2745487 16-Jul-2021 23:49

fe31nz:
I have had 2D fibre running for years on my EdgeRouter Lite and now EdgeRouter 4 with no problems after I worked out how to get IPv6 to work properly. I have static IPv4 and IPv6 addresses. With the EdgeRouters, you can always get them to capture the traffic to see what is going wrong. FritzBoxes can do that too. In an EdgeRouter, login to the CLI and do "sudo su" to get a root prompt, then "cd /var/log" to get to a safe directory to store capture files, and then you can run tcpdump to capture traffic from any interface. So "tcpdump -w pppoe0.pcap -i pppoe0" will capture all traffic on the PPPoE interface to the 2D next hop router. Then use Ctrl-C to stop tcpdump and from your PC you can use scp (or WinSCP) to copy the /var/log/pppoe0.pcap file and then run Wireshark on it to analyze it. If you do not have ssh access to the EdgeRouter you will need to enable that to allow scp to work. This will only capture traffic that is routed by the CPU - it will not see offloaded traffic. With offloading enabled, you will normally only see the first and last packets of any stream. So disable hardware offloading to see all the packets. This will, of course, dramatically reduce the available throughput while offloading is off, so do not forget to turn it on again afterwards.

I am not a fan of tcpdump - it works, but does not have all the features I would like to use. So I normally install tshark on my EdgeRouters. You do that by setting up the Debian repositories for the EdgeRouter (I think that is a GUI option these days), and from your root prompt do "apt update". Do NOT do "apt upgrade" as that will overwrite some Ubiquiti packages with standard versions. Then do "apt install tshark". Then you can use "tshark -tad -P -w pppoe0.pcap -i pppoe0" to do the same thing as the above tcpdump command, but also at the same time display the packets on screen.

Pcap piped to a local wireshark instance is Ammazing.

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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.

mrdrifter

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#2772578 5-Sep-2021 17:54

Just an update on this.

I'm still having issues since moving to 2 Degrees, I've got their Fritzbox in place as the router now and it's been running for ~6 weeks, still regularly (daily / multiple times a day) getting DNS issues. I've had it using the 2D DNS Servers and also tested on Cloudflare (at the request of tech support). Getting Err_Address_Unreachable issues where pages just won't load - bloody painful when it's in the middle of a transaction. Happens on any device on the network and will impact them all at the same time when it occurs.

I'm also generally lucky if speeds show anything over 500Mbps on the 900Mbps plan when testing to local NZ servers.

nzkc

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#2772597 5-Sep-2021 19:25

I don't think this is going to be a fault with 2d or their router.

Been with them years and never had DNS issues from their side. It's more likely to be something on your PC/phones.

Running any add blockers (including extensions) for example.

mrdrifter

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#2772609 5-Sep-2021 19:57

nzkc: I don't think this is going to be a fault with 2d or their router.

Been with them years and never had DNS issues from their side. It's more likely to be something on your PC/phones.

Running any add blockers (including extensions) for example.

I never had these issues before moving to 2 Degrees, this only started happening the day of transferring across to them. Same core network setup that was working for 5+ years on both slingshot and Trustpower. Factory reset and rebuilt the edgerouter profile multiple times before trying the NetComm and finally the fritzbox.

This impacts all devices regardless of OS, browser or direct connection. Tried all the variations with and without extensions and various settings, even a brand-new clean win 10 build straight on the router. I don't think it's strictly DNS though as even trying to hit IPs seems to fail when the issues start happening. Even impacts my locked down work devices, plugged directly into the router - same issue.

It's actually at the point where I'll probably end up moving away from them, especially when just trying to get support requires 30 minutes on hold, 2 minutes of them talking, being on hold for another 5-10 minutes, 2 minutes of talking then 5-10 minutes on hold again before them saying 'let's wait and see as I can't see anything wrong'

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#2772611 5-Sep-2021 20:03

Never had any issues on 2degrees fibre absolutely rock solid Gb connection

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