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219 posts

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#233583 22-Apr-2018 21:15
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I am curious, and would be very interested if someone can explain to me, please. (I'm using my phone, I'm sorry if there's any typo.)

My house in Christchurch is with 2Degrees Fibre which has been great until just after 12.30pm today. We are offline. We called up 2Degrees technical support to be told there was a problem at Enable end and they were working on fixing it. About 3.30pm we receive an sms that said Enable outage has been resolved please restart the fibre box, We did that, no connection. :(

We look into our Fritz Box log, timeout during PPP negotiation, is the error. We looked on Enable website for network status to see there is no outage.

8.32pm, 8 hours outage so far still no internet. Enable problem... other ISPs should be having problem too? We checked their sites, no there isn't any. Are other ISPs having this issue?

We called up Technical support again and asked for an update. Same respond, however Tech support can see when we restart our Fibre Box. How is that possible to be Enable?

In the meantime, we have restarted our Fritz Box and the Fibre Box again. 9.13pm still no internet. TG for mobile data.




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  #2000807 22-Apr-2018 21:25
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2D say this online, so still seems to be an issue. 

 

 

 

Enable customers in Christchurch will be experiencing issues with there Broadband connections as they will not be able to get online. Please try restarting your fibre boxes this may bring you back online.

 

If this does not work please be patient as we doing our best to get everyone back online ASAP.

 

There is no current resolution date/time as of yet but this is a high priority.

 

 

 

I'm with Spark, at Halswell, no issues here with Enable-Spark

 

 


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  #2000808 22-Apr-2018 21:26
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Just guessing, the handover from Enable to 2degrees is down. That would explain why:

 

  • It's an Enable problem
  • It only affects 2d customers and not other ISPs

Enable provides an API for ISPs to check status of the ONT. That's how they can tell when you last restarted the ONT.


 
 
 
 


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  #2000809 22-Apr-2018 21:27
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tdgeek:

 

I'm with Spark, at Halswell, no issues here with Enable-Spark

 

 

can confirm no issues on the spark front as far as i can tell.





#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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Master Geek


  #2000814 22-Apr-2018 21:36
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Thanks for your replies.

DarkShadow, could you kindly explain more about this handover? Is it similar to DSL L2TP?




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  #2000821 22-Apr-2018 22:17
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From the 2degrees website

" Enable customers in Christchurch will be experiencing issues with there Broadband connections as they will not be able to get online. Please try restarting your fibre boxes this may bring you back online.

If this does not work please be patient as we doing our best to get everyone back online ASAP.

There is no current resolution date/time as of yet but this is a high priority "

Linux

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  #2000829 22-Apr-2018 22:48
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That makes it sound like half the city is offline, the outage seems to mainly be limited to the Rolleston/Selwyn area.

 

 

Also, THEIR not there.

 

 

By "fibre box" they mean the ONT so you need to restart both ONT and RGW (Fritzbox) not just the RGW.



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  #2000831 22-Apr-2018 22:58
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Done that still no net. I'm gonna head to bed now. Hopefully they fix it by the morning.




We'll never be too old to learn, and we learn at least one new thing every day.

 
 
 
 


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  #2000839 23-Apr-2018 05:29
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Spark connection in Belfast down at 04:38.

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  #2000843 23-Apr-2018 07:31
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Still out here. PPPoE session reports an acname of "SNAP-08”. LCP gets stuck trying to negotiate MRU of 1500.

Doesn't appear to be a fibre problem per se. The resolution time and status updates are disappointing.

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  #2000848 23-Apr-2018 07:56
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Back on in Papanui. Took a 5 min power off of the ONT the 2 minute power offs (multiple) didn't fix it.

 

May just be coincidence but all working now.


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  #2000851 23-Apr-2018 08:05
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gregb: Still out here. PPPoE session reports an acname of "SNAP-08”. LCP gets stuck trying to negotiate MRU of 1500.

Doesn't appear to be a fibre problem per se. The resolution time and status updates are disappointing.

 

Why is that? Do you expect Enable to locate the fault and fix it in 5 minutes? The status update has been on 2D website for ages, no ETA, so its a difficult issue, clearly


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  #2000858 23-Apr-2018 08:33
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Spyware: Spark connection in Belfast down at 04:38.

 

My connection came up at 05:27 by itself (while I was writing original post).


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  #2000896 23-Apr-2018 09:17
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The issue has affected multiple RSPs using Enable.

 

 


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  #2000911 23-Apr-2018 09:45
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Seems to also affect ONT voice only (intermittent) but stable internet access in some cases


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  #2000915 23-Apr-2018 09:52
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Try unplugging your ONT from Power for 10 mins. Has helped get some of my customers back online. 


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