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Topic # 231975 23-Mar-2018 14:37
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I have a client with two locations. In Feb 2016 they were sent two fritzbox routers by 2 Degrees, one for each location.

 

I pick up one of the fritzboxes, rock 3k down the road to location 2 - install it and off we go.

 

Statc IP addresses set up on both boxes, VPN, remote access etc all sorted so the two locations work with interconnection for SIP, VPN, Security, Sahred files etc.

 

Loc A - IP ends in 237

 

Loc B ip ends in 253

 

Four days ago - Location B goes down. Ont has a red LOS light. After a very frustrating discussion with a support person whose sole aim in life was to tell me I am wrong about everything (including being allowed to discuss the account) we get an Enable Tech sent out.  Thankfully it did not take 8 business days as help(sic) person said it might.

 

Fix the cable (broken at box on street) and site B is working. however simultaneously Site A stops working.

 

Long story cut short - 2Degrees denies doing anything.

 

Yesterday get user to pull power plug from router in site A and after restart it is back on the internet.

 

However VPN, RDP, Remote aceess to security etc not going. Access to cloud services limited by source IP also failing.

 

Discovered today site A now has static IP ending in 253 and site B ending in 237. (swapped ip addresses)

 

2 Degrees says I must have swapped usernames (exactly the same as each other), swapped modems nope -as I haven't been on site and the only people who have logged into the routers in the last few days have been two degrees.

 

 

 

I did note to the tech three days ago their records for the serial number for fritzboxes were swapped with Loc A as Loc B in their notes.

 

The two boxes picked up IP addresses 2 years ago. One of them had 600 plus days uptime. We have had the same settings for  two years and now it turns to custard.

 

2Degrees says not their fault and they didn't change anything but we certainly didn't. I have logs from three independent servers (mail, cloud services and SIP provider) showing devices in site A coming from IP address ending in 237 until yesterday when it changed to 253. ditto devices from site B (ending in 253)

 

 

 

Any ideas what may have gone wrong?

 

 





nunz

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'That VDSL Cat'
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  Reply # 1982160 23-Mar-2018 14:54
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2D uses ppp auth last i checked, so where you have gone wrong is using the same configuration on both machines.

 

 

 

Why it worked fine all this time is anyones question... maybe it was simply the fact that it never dropped so didn't get caught out?





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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.


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2degrees

  Reply # 1982295 23-Mar-2018 17:02
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2degrees assign static IPs based on the PPP username, and the username is autoconfigured by TR-069 (ie being pushed down to the modem), usually during initial setup.

Sounds like the modem assigned to site A was actually at Site B and vice versa - potentially you manually configured them on setup. If so, if a modem suddenly did TR-069 eg when troubleshooting or doing a factory reset, the sites could swap.

 

Simple fix is to contact 2degrees to ensure that each modem is assigned to the correct account - note down the "CWMP" and get them to update it if it's wrong. Then just make sure each modem is actually using the correct login details for each site.





Any opinions are my own and do not represent those of 2degrees




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  Reply # 1982322 23-Mar-2018 17:59
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ZephireNZ:

 

2degrees assign static IPs based on the PPP username, and the username is autoconfigured by TR-069 (ie being pushed down to the modem), usually during initial setup.

Sounds like the modem assigned to site A was actually at Site B and vice versa - potentially you manually configured them on setup. If so, if a modem suddenly did TR-069 eg when troubleshooting or doing a factory reset, the sites could swap.

 

Simple fix is to contact 2degrees to ensure that each modem is assigned to the correct account - note down the "CWMP" and get them to update it if it's wrong. Then just make sure each modem is actually using the correct login details for each site.

 

 

 

 

The address in one box is clientName@snap.net.nz

 

In the other box it is clientName2@snap.net.nz

 

Those have not changed. If IP is PPP based then there is absolutely no reason those addresses should have changed as both 600 days ago and yesterday the email address given to log in is the same.

 

Snap provided fritzboxs pre-configured. All I had done was add port forwardings and set up vpn settings(from memory) and there is defintely no adding of fixed IPs in the fritz interface . The settings are as they were when delivered.

 

Unless the ISP changed records then the ip those routers got 600 days ago should be the same as they were two days ago.

 

Also checked maintenance records - one of the routers has been rebooted later than that as there was a replacement of all networking switch gear, UPS etc less than a year ago - it was definitely unplugged then as it was a clean out and complete new install at the time.

 

 

 

The technician I talked to on Tuesday said there were swapped records for CWMP ( which is just the MAC address) and i had to set him straight on which was which. He was being a pratt and expecting me to drive back across town to read a number from the bottom of a router - even though we had established which was which via the wireless settings. I am wondering if there was a swap of the records then as today's technician was sure that Router A was .253 and router B was .237 - opposite of what was said on Tuesday.

 

 

 

 

 

 





nunz

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  Reply # 1982327 23-Mar-2018 18:11
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Sounds like the modems got swapped around on the account - which would have caused the "correct" settings to get pushed down to each.

Send a PM with your account details to @2degreesCare to check into it, including the two CWMPs (if it, the default Wifi names include the final 4 CWMP digits which is enough to identify), and which location is to have which IP.





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  Reply # 1982356 23-Mar-2018 20:53
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ZephireNZ:

 

Sounds like the modems got swapped around on the account - which would have caused the "correct" settings to get pushed down to each.

Send a PM with your account details to @2degreesCare to check into it, including the two CWMPs (if it, the default Wifi names include the final 4 CWMP digits which is enough to identify), and which location is to have which IP.

 

 

 

 

2Degrees are flatly denying they changed anything - which is what makes this so galling. If they changed something and fessed up then I would probably have been a happy camper but 3 - 4 hours of getting knocked back and told I am wrong has left me ticked off and infuriated. Every conversation seems to be - you're wrong. We didn;t .. you must have ... really damn annoying.

 

 





nunz

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  Reply # 1982370 23-Mar-2018 21:37
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Ugh... this thread just makes me think... why bother making a fuss. Obviously just a random event, the 3-4 hours spend arguing with 2degrees would have been better spent updating a couple of settings and having it sorted. Like absolutely nothing is to be gained about "being right", it's just a complete waste of time and energy.


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  Reply # 1982371 23-Mar-2018 21:41
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nunz:

 

2Degrees are flatly denying they changed anything - which is what makes this so galling. If they changed something and fessed up then I would probably have been a happy camper but 3 - 4 hours of getting knocked back and told I am wrong has left me ticked off and infuriated. Every conversation seems to be - you're wrong. We didn;t .. you must have ... really damn annoying.

 

 

 

 

frontline almost certainly have no visibility even if there was a change, so to them the answer would be 'There has been no change'





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.




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  Reply # 2018594 18-May-2018 20:46
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chevrolux:

 

Ugh... this thread just makes me think... why bother making a fuss. Obviously just a random event, the 3-4 hours spend arguing with 2degrees would have been better spent updating a couple of settings and having it sorted. Like absolutely nothing is to be gained about "being right", it's just a complete waste of time and energy.

 

 

 

 

It infuriates me the number of times they have poor service, muck things up and it is clients or myself who wear the costs. they have not even got the decency to apologize and make things right. If I could charge for the hours they waste I'ld be much better off. We burned 8 hours recently trying to get a simple adsl install sorted. not to mention the tens of hours dealing with two accounts over charged for 12-18 months and the threats of cutting off services if we didn't pay the over charges.

 

Maybe i keep trying hoping they'll turn into decent human beings and actually apologize or deal with it.

 

 





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  Reply # 2018640 18-May-2018 21:52
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Usually soapbox threads get removed around here. Get it sorted. Move on.

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  Reply # 2018691 19-May-2018 00:13
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1eStar: Usually soapbox threads get removed around here. Get it sorted. Move on.

 

Agreed... Locked.





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