what cause this FTTC fault?

Discussion in 'Broadband' started by Tweed, Feb 11, 2015.

  1. Tweed

    Tweed Guest

    This is a question more out of curiosity than anything. A colleague today
    had his Plusnet service converted from ADSL to FTTC. Openreach turned up
    and provided a modem, and Plusnet had posted out a router. The upshot is
    that the modem is in sync, but the router reports an un routable 172.x.x.x
    public IP address and a single DNS server starting 62.

    Naturally no traffic passes to the Internet. A call to Plusnet had me
    change the PPPoE credentials from something already preprogrammed into the
    router to the user's standard username and password, but to no avail. The
    tech support guy gave up at that point and said he would have to report it
    as a fault, and it might take up to 72 hours (!) to resolve. So I'm
    presuming something somewhere has not been set up correctly in either the
    cab or at the exchange. I'm curious to know why the issue might be.

    Bit of a shame that what ought to be a straightforward conversion did not
    go to plan.
    Tweed, Feb 11, 2015
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  2. Tweed

    Mark Carver Guest

    It sounds as if router is not authenticating with Plusnet's domain, it's
    unlikely anything is wired up incorrectly anywhere in the house or local

    You could try connecting a PC or laptop directly to the modem, and
    creating a PPPoE log on using the PN details in network settings, but
    be careful, because that could expose the PC to an unfirewalled internet
    if it's own firewall is not up to scratch. It would however confirm,
    that all is OK, apart from the router.
    Mark Carver, Feb 11, 2015
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  3. Tweed

    Roger Mills Guest

    I assume that you *are* connecting the LAN1 port on the modem to the
    router's red port - and not some other combination?
    Please reply to Newsgroup. Whilst email address is valid, it is seldom
    Roger Mills, Feb 11, 2015
  4. Tweed

    Tweed Guest

    Yes. The router's web status pages are showing a WAN address, which differs
    from the LAN address range. But yes, you are right to point out the

    I was wondering if it's something that needs to be configured in the cab's
    systems. My understanding of the back haul between the cab and the exchange
    is, to put it mildly, shaky, but I thought there were a series of virtual
    pipes back to the ISP's equipment. Presumably the correct virtual pipe has
    to be configured?
    Tweed, Feb 11, 2015
  5. Tweed

    Tweed Guest

    Actually Plusnet suggested doing that. Unfortunately that also failed.
    Thanks for the suggestion though.
    Tweed, Feb 11, 2015
  6. Tweed

    Andy Burns Guest

    That's exactly what happened to PPP sessions when there was the major
    authentication problem on the 30th Jan, I presume somehow you get
    hooked-up to the wrong ISP?
    Andy Burns, Feb 11, 2015
  7. Tweed

    Mark Carver Guest

    Or no ISP, the 172.xxxxx address is BT Openreach
    Mark Carver, Feb 11, 2015
  8. Tweed

    Graham J Guest

    You should be able to try several different configurations of the
    username and password in the Plusnet router, or indeed any other router
    with an Ethernet WAN connection. For example:

    Username = [email protected]_domain
    Password = no password required
    You should be able to open the site http://www.bt.net/digitaldemo. This
    will prove that the PPPoE traffic is leaving your router and getting to
    BT's local Radius server.

    Username = [email protected]_domain
    Password = no password required
    You should be able to open the site http://speedtester.bt.com - and
    measure performance. Again it confirms connection to the BT Radius server.

    Username = [email protected]<your_connnection_pipe>
    Where <your_connection_pipe> is the bit after the @ symbol in your ADSL
    login, probably plusdsl.net
    Password = no password required
    This confirms that the BT Radius server is passing your login to the
    Plusnet Radius server. It should give you an IP address, but it may be

    Username = <Your_username>@plusdsl.net
    Password = the password agreed between you and Plusnet when you set up
    the service.

    All this is stuff the Plusnet technical support desk should have been
    able to help with - and the results would have led to some sort of

    Please tell us what happens when you try all these tests.
    Graham J, Feb 11, 2015
  9. Tweed

    Andy Furniss Guest

    Yea, though being pedantic I think it's BT Wholesale rather than Openreach.

    Every time you connect there is a two stage process where you auth with
    a BT server then again with a Plusnet one.

    If Plusnets servers are unresponsive then you get a 172.x.x.x from BT
    that drops after 10 minutes normally. Historically at least, trying to
    browse would get a page from BT saying something along the lines of it's
    not us but your ISP that's broken.

    I guess BT PPP servers also won't pass on to Plusnets if something
    hasn't been set up properly associating your line or username with them.
    Andy Furniss, Feb 11, 2015
  10. It's the Wholesale walled garden and as people have alluded to, it
    suggests that the circuit is authenticating with BT but not Plusnet.

    It could be something to do with the account at our side, or a problem
    with the provisioning. TBH, it's far more likely to be the former
    (although the latter isn't out of the question).
    Plusnet Support Team, Feb 12, 2015
  11. Tweed

    Tweed Guest

    Is there any method of getting hold of second line support? I'm afraid the
    first line support was a little disappointing.

    Tweed, Feb 12, 2015
  12. If you can post the username or a recent support ticket reference from
    the account then I don't mind taking a quick look.
    Plusnet Support Team, Feb 12, 2015
  13. Tweed

    Kraftee Guest

    Are you sure about that last statement?

    I've known to many 'contractor' installs which have been done incorrectly,
    so much so that the first thing to check is whether the end user has the
    correct telephone number (honestly) and then go on to check the PCP jumpers.
    Kraftee, Feb 13, 2015
  14. Well, I don't have figures to back it up, but personal experience (and
    my understanding of our processes) all point towards it being the case.
    Plusnet Support Team, Feb 16, 2015
  15. Tweed

    Kraftee Guest

    Field experience would beg to differ.
    Kraftee, Feb 17, 2015
  16. Fascinating. Bob thinks it's probably his fault, and you think it's
    probably yours...

    Vir Campestris, Feb 27, 2015
  17. Tweed

    Kraftee Guest

    It comes from having to follow unskilled contractors (who are chasing
    extremely challenging work loads) several times a week.

    I'll admit that the way the CPs raise the jobs doesn't help sometimes (no
    telephone number on the job and unable to get a test tone put on the line,
    due to the job build is a classic), but with a little tenacity and patience
    you can work out what is required, which unfortunately the contractors
    aren't allowed. It's literally bish, bosh, bash and then away.
    Kraftee, Feb 28, 2015
  18. Tweed

    newshound Guest

    I'd have said almost unheard of, rather than fascinating! Only based on
    long generic experience of IT, not casting aspersions on these two
    particularly helpful and candid individuals!

    newshound, Feb 28, 2015
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