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Trusted Lifetime subscriber
Hiya, - I believe it was a grey failure of a line card. Grey failures are basically when the card fails but not completely, which effectively means the router continues to try and route traffic unaware there is an issue. Given the timeline to identify and resolve, this is a very good response to restore service. Assuming the BNG (where subscribers terminate to) has multiple line cards, you try to fail traffic over to another card and reset the faulty card, if that doesn't work you may have to physically yank and reseat the card to restore service, worst case is the card is knacked and needs replacing.
https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz
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