2Degrees PPPoE error: Timeout. Started Fri 27th Aug about 4pm

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2Degrees PPPoE error: Timeout. Started Fri 27th Aug about 4pm

theUtmost

50 posts

Geek

#289323 29-Aug-2021 09:24

UFB stopped working at home approx 4pm Friday 27th Aug.

Plan: Unlimited Ultimate Fibre

Router: FRITZ!Box 7490 (not an official, 2Degrees-supplied unit)

I have also tried and get exactly the same result with FRITZ!Box 7530 (official, 2Degrees-supplied unit)

Error: PPPoE error: Timeout. [103 messages since 28.08.21 16:57:20]

(that's just the last time the currently connected 7530 was restarted the number increments all the time)

On Friday, after some frantic troubleshooting and several restarts of the ONT and router, I called 2D support.

Support person confirmed they could see the ONT online (serial # matches etc), it has all the normal status LEDs, but "no traffic passing through the gateway". Support person said it will be referred to Enable Networks (my LFC), they didn't think it would require physical tech visit, rather they thought that Enable would need to rebuild the access profile for my local connection or something?

I then heard from someone I know in Wellington (Chorus LFC) who is another 2D customer, on 100Mb plan - they have the exact same symptoms as me.

They're running a ubiquity ER-3 lite, their pppoe log:

Sat Aug 28 07:58:58 UTC 2021: PPP interface pppoe0 created
Sat Aug 28 07:59:02 UTC 2021: Stopping PPP daemon for pppoe0
Sat Aug 28 07:59:02 UTC 2021: Starting PPP daemon for pppoe0

They've also tried creating pppoe client connection directly on a laptop - same result.

I don't know if relevant, but both our PPPoE creds involve username @snap.net.nz. The creds are not being rejected they're going unacknowledged.

Anyone else seeing the same thing?

@nickmack any idea what might be happening here, does the PPPoE authentication server need a reboot or something silly?

This seems like not a coincidence, with the same symptoms by another user on a different LFC, different plan...

I'm happy to do further testing etc, as well as the 2x Fritz!box units I also have an ER-X I can dig out for testing with.

Really not looking forward to trying to do WfH with multiple videocalls next week with 2 adults and 2 kids on my mobile hotspot...

Cheers,

Bryan

1 | 2

11400 posts

Uber Geek

Trusted

Lifetime subscriber

#2768281 29-Aug-2021 09:41

@nickmack no longer works for 2degrees @pwner are you aware of any issues?

NickMack

962 posts

Ultimate Geek

Trusted

Lifetime subscriber

#2768288 29-Aug-2021 10:11

@aspired

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

theUtmost

50 posts

Geek

#2768295 29-Aug-2021 10:28

I did another test with the Fritz!box 7530, put a deliberately INVALID password in for PPPoE creds, and on checking the router gave THIS error:

The internet connection check failed. The internet service provider is not responding to PPPoE packets. Repeat the test at a later point in time.

Dunno what that tells us but it seems like a more detailed version of "PPPoE error: Timeout" to me... :(

nzkc

1571 posts

Uber Geek

#2768297 29-Aug-2021 10:34

A couple of months back we had a power outage. When the power came back the router would not connect at all. From the logs I could see it was 2d not responding to the log in requests.

After a call to 2d they eventually did a force disconnect on their end and immediately my router connected. The CSR then went on to claim it was my router that was at fault - which was a bit annoying.

Happened a second time - again another power outage (planned fix from the first outage). Phoned up - asked for a force disconnect with explanation of why. 2nd CSR obliged and all sorted again.

Had never had an issue before then. Think something changed on their end.

theUtmost

50 posts

Geek

#2768298 29-Aug-2021 10:36

Friend in WLG is back online now after restarting devices.

I just tried power off/on of the ONT and Fritz!box 7530 but no change for me.

Still PPPoE error: Timeout.

theUtmost

50 posts

Geek

#2768300 29-Aug-2021 10:40

nzkc:

A couple of months back we had a power outage. When the power came back the router would not connect at all. From the logs I could see it was 2d not responding to the log in requests.

After a call to 2d they eventually did a force disconnect on their end and immediately my router connected. The CSR then went on to claim it was my router that was at fault - which was a bit annoying.

Happened a second time - again another power outage (planned fix from the first outage). Phoned up - asked for a force disconnect with explanation of why. 2nd CSR obliged and all sorted again.

Had never had an issue before then. Think something changed on their end.

Thanks I will call them to ask this now - I currently have the officially-supplied 7530 connected so I don't see they can claim the router is at fault...

We haven't had any power issues locally that I'm aware of (CHC, Ilam).

Cheers

theUtmost

50 posts

Geek

#2768305 29-Aug-2021 11:18

Boo. Called 2Degrees support, asked about force disconnect.

Was advised since they can't see my router at all, there is no method of them doing a "force disconnect", from their end.

CSR said this will need to be resolved by Enable Networks (my LFC) for data services on the provisioning side, and unfortunately they don't have any cover for that over the weekend. Will have to wait for resolution next week, I hope not too many requests are in the same boat as mine or it could be a while for them to get to each one...

Shame there isn't a better method of fault-raising with the LFC, but they really don't have any end-customer engagement method.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

Linux

11400 posts

Uber Geek

Trusted

Lifetime subscriber

#2768318 29-Aug-2021 11:57

Ask 2degrees for some mobile data they offer what VodafoneNZ call ' Always connected '

SATTV

1648 posts

Uber Geek

ID Verified

#2768332 29-Aug-2021 12:46

Turn off the router and ONT for 30 Minutes and back on again, ONT first, wait 3 minutes and then Router.

I have a client on Vodafone that we have to do that to after a power outage, something on their side they cant figure out, Maybe it will help.

John

I know enough to be dangerous

OzoneNZ

102 posts

Master Geek

ID Verified

#2768351 29-Aug-2021 13:40

Pretty unlikely you'll have this issue too but thought it was worth mentioning - I had PPPoE timeouts for multiple days with 2degrees and customer support blamed my non-standard MikroTik router

Ended up threatening to cancel and move away from 2d at which point I got transferred to a network tech who figured out my static IP address had been double-assigned to me and another customer, which was causing PPPoE handshakes to timeout for me

boosacnoodle

963 posts

Ultimate Geek

#2768426 29-Aug-2021 16:54

OzoneNZ: Pretty unlikely you'll have this issue too but thought it was worth mentioning - I had PPPoE timeouts for multiple days with 2degrees and customer support blamed my non-standard MikroTik router

Ended up threatening to cancel and move away from 2d at which point I got transferred to a network tech who figured out my static IP address had been double-assigned to me and another customer, which was causing PPPoE handshakes to timeout for me

I had something similar, except the static IP block they’d assigned me wasn’t even for 2degrees (it was one of their wholesale customers blocks).

theUtmost

50 posts

Geek

#2768666 30-Aug-2021 10:39

SATTV:

Turn off the router and ONT for 30 Minutes and back on again, ONT first, wait 3 minutes and then Router.

I have a client on Vodafone that we have to do that to after a power outage, something on their side they cant figure out, Maybe it will help.

John

Thanks but I already tried that several times over the weekend, increasing outage duration both of "off period" for both ONT and the router, and also startup time of ONT alone.

I left both units off at the wall all last night.

No change.

You're right - often this sorts out a VF connection, but my fault seems different... cheers tho!

theUtmost

50 posts

Geek

#2768671 30-Aug-2021 10:51

boosacnoodle:

OzoneNZ: Pretty unlikely you'll have this issue too but thought it was worth mentioning - I had PPPoE timeouts for multiple days with 2degrees and customer support blamed my non-standard MikroTik router

Ended up threatening to cancel and move away from 2d at which point I got transferred to a network tech who figured out my static IP address had been double-assigned to me and another customer, which was causing PPPoE handshakes to timeout for me

I had something similar, except the static IP block they’d assigned me wasn’t even for 2degrees (it was one of their wholesale customers blocks).

Yeah, I might try that avenue, ie the "please put me onto a tech or this customer is walking", it's nearly 11am so about time I called them back anyways...

I don't think these scenarios apply in my case:

The currently connected router is an officially-supplied 2Degrees branded Fritz!box 7530 (I do get the same errors with other routers)
I don't have a static IP on my account as for as I'm aware (certainly not paying for one anyway!)

Worth a mention though yes, cheers guys.

wlgspotter

331 posts

Ultimate Geek

ID Verified

Lifetime subscriber

#2768751 30-Aug-2021 12:14

@theUtmost - just out of interest, I don't supposed anything have changed in your FritzBoxes over the past few days have it?

I'm asking cos I've noticed a new Fritz!OS out about a week or so ago - version 07.28. Just making sure it is not due to the OS/firmware change that broke something..?

I've have had to restart my Fritz!Box 7490 as I had a couple of devices that wouldn't connect to WiFi on Friday, but luckily a restart of the 7490 fix it for me, and I have internet connectivity again so wouldn't have had the PPPoE errors. And touchwood I'm on a static IP too.

Good luck anyway - hopefully your situation gets resolved soon.

Also a question - @Linux mentioned if something like this happens that perhaps try and ask 2D for some mobile data, but this would mean you have to either have a 2degrees mobile or SIM first right? What if you don't - then this wouldn't work would it? Does that mean I should perhaps get a 2d SIM (maybe a prepaid SIM) as a backup, just in case..?

Thanks.

Edit: Updated post to fix typos!

duffles

100 posts

Master Geek

Trusted

2degrees

#2768758 30-Aug-2021 12:29

theUtmost:

I did another test with the Fritz!box 7530, put a deliberately INVALID password in for PPPoE creds, and on checking the router gave THIS error:

The internet connection check failed. The internet service provider is not responding to PPPoE packets. Repeat the test at a later point in time.

Dunno what that tells us but it seems like a more detailed version of "PPPoE error: Timeout" to me... :(

Hey mate,
I've sent you a DM 🙂

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.

1 | 2