BT Broadband losing connection

Kráftéé

Archie wrote:
> Thanks for your input.
>
> The trouble is, I am diagnosing the problem remotely and while I can
> examine the router configuration when its connected, I am relying on
> talking to a lady on the end of a phone when its broken. The first
> time this happened, I spent a long time on the phone checking various
> things and was happy there it wasnt a router fault before I had the
> lady contact BT and report a fault on the line. The router web
> interface status page was showing pppoa connected and had an IP
> address allocated. On subsequent occations, I just established the
> pppoa connection status before getting her to phone BT. This time, I
> talked to BT myself and they insisted that the line was OK as they
> had run a line check and the problem must be with the equipment. I
> asked what had been done on previous faults and was told that they
> had perfomed a "session kill". I asked it they could do it again and
> 30 seconds later it started working. I can't see how this could be a
> router problem and must be a BT problem but how do I convince BT?.
> The router tests are limited to IP ping tests and OAM tests. The OEM
> tests are subdivided into F4 End, F4 Seg, F5 End and F5 Seg. I
> suppose they will mean something to someone. There is a sytem log
> which details the connection state which I will check the next time
> it happens

DO NOT tell her to go to BT, under any circumstances, tell her to go to her
ISP, that is off course if she doesn't want to pay nearly £200 just for
someone to turn up & tell her that her analogue line is ok.

Archie

>
> Trying another router seems to be obligatory if you intend to sort this
> out.
>
> Graham

I tend to agree but I did ask BT that if I tried another router and got the
same problem would they accept that the problem was with them and was told
no, not unless they supplied the router. A preconfigured BT router is no
good here as it is part of a VPN connecting 4 sites and the BT standard
config will conflict with the IP routing to the other sites. I suppose it
could be changed it though.

I will probably get another router anyway to have as a spare as we had had
several go faulty recently although they have been mostly Linksys.

Archie

Archie

> DO NOT tell her to go to BT, under any circumstances, tell her to go to
> her
> ISP, that is off course if she doesn't want to pay nearly £200 just for
> someone to turn up & tell her that her analogue line is ok.
In this case BT is the ISP.

Archie

Eeyore

Archie wrote:

> > DO NOT tell her to go to BT, under any circumstances, tell her to go to
> > her
> > ISP, that is off course if she doesn't want to pay nearly £200 just for
> > someone to turn up & tell her that her analogue line is ok.
> In this case BT is the ISP.

It's a different part of BT. They aren't even supposed to talk to each other.

Graham

Graham J

"Archie" <archie@nospam.com> wrote in message
news:tq5%i.80566$7_4.77411@fe3.news.blueyonder.co. uk...
>
>> DO NOT tell her to go to BT, under any circumstances, tell her to go to
>> her
>> ISP, that is off course if she doesn't want to pay nearly £200 just for
>> someone to turn up & tell her that her analogue line is ok.
> In this case BT is the ISP.

In which case your first action is to change to a reputable ISP ...

-- Graham J

The Natural Philosopher

Archie wrote:

> Thanks for your input.
>
> The trouble is, I am diagnosing the problem remotely and while I can examine
> the router configuration when its connected, I am relying on talking to a
> lady on the end of a phone when its broken.

Well when it coes up agai look in the logs.

>The first time this happened, I
> spent a long time on the phone checking various things and was happy there
> it wasnt a router fault before I had the lady contact BT and report a fault
> on the line. The router web interface status page was showing pppoa
> connected and had an IP address allocated.

Ok, then it wasn't a BT fault. Could be a router fault still tho.

> On subsequent occations, I just
> established the pppoa connection status before getting her to phone BT. This
> time, I talked to BT myself and they insisted that the line was OK as they
> had run a line check and the problem must be with the equipment. I asked
> what had been done on previous faults and was told that they had perfomed a
> "session kill". I asked it they could do it again and 30 seconds later it
> started working. I can't see how this could be a router problem and must be
> a BT problem but how do I convince BT?.
>

If the router is working enough for you to be able to get to it and see
its stats,then BT is ok. and MOST of the router is OK as well.

> The router tests are limited to IP ping tests and OAM tests. The OEM tests
> are subdivided into F4 End, F4 Seg, F5 End and F5 Seg.

That's the ATM tests all must pass to exonerate BT.

I suppose they will
> mean something to someone. There is a sytem log which details the connection
> state which I will check the next time it happens
>

I suspect something else is going on possibly in the users LAN area.

Simple fix is to reboot PC ad router - power down etc.


> Archie
>
>

Kráftéé

Archie wrote:
>> DO NOT tell her to go to BT, under any circumstances, tell her to go
>> to her
>> ISP, that is off course if she doesn't want to pay nearly £200 just
>> for someone to turn up & tell her that her analogue line is ok.
> In this case BT is the ISP.
>
> Archie

No BT isn't, BT Internet is & there is a world of difference (& pain)
between the 2 nowadays.

It's no wonder you lot still get it wrong, NTL buys the right to use Virgins
name & within months all their liveried vehicles are marked as Virgin. BT
on the other hand have a 5 year roll out (& it'll slip) so people working
for Openreach still run around in BT vans (& still wear BT uniforms) the
business group (forgotten their new name) are still in BT vans, with BT
suits etc etc...

To cut it short BT, isn't BT Internet & isn't Openreach....

Kráftéé

Eeyore wrote:
> Archie wrote:
>
>>> DO NOT tell her to go to BT, under any circumstances, tell her to
>>> go to her
>>> ISP, that is off course if she doesn't want to pay nearly £200 just
>>> for someone to turn up & tell her that her analogue line is ok.
>> In this case BT is the ISP.
>
> It's a different part of BT. They aren't even supposed to talk to
> each other.
>
> Graham

Careful you're agreeing with me Mr G, thanks though. This discusioin is
going to be doing the round for the next decade with the speed of the
coporate image (vans & such like) are being changed..

Archie

"The Natural Philosopher" <a@b.c> wrote in message
news:1195210868.11361.0@proxy00.news.clara.net...
> Archie wrote:
>
>> Thanks for your input.
>>
>> The trouble is, I am diagnosing the problem remotely and while I can
>> examine the router configuration when its connected, I am relying on
>> talking to a lady on the end of a phone when its broken.
>
> Well when it coes up agai look in the logs.

Will Do

>
>>The first time this happened, I spent a long time on the phone checking
>>various things and was happy there it wasnt a router fault before I had
>>the lady contact BT and report a fault on the line. The router web
>>interface status page was showing pppoa connected and had an IP address
>>allocated.
>
> Ok, then it wasn't a BT fault. Could be a router fault still tho.

I don't see how you can say that. Ok we are getting an IP address which
means the PPP layer is up but still can't ping anywhere on the Internet from
the router. I can't remember if pinging the ISP default gateway was
successful or not. The thing that seems to have been missed by many who have
replied is this:-

1. Switch everything off/on several times, wiggle wires, unpug/plug in again
and change microfilter etc. and it still doesn't work.
2. Phone BT/ BTInternet/BTClick ( the router account name is a BT Click one)
whoever and they run a check which says there is no problem. They can see
our equipment OK and everything is OK. At this time our router is showing
connected and is issued with an IP address(fixed).
3. BT/ whoever who run something from their end called a "session kill".
Their words not mine. 30 second or so later it all starts working again
without touching anything at the site. I can't see how it could be anything
other than an ISP problem.

The Router Status for the connection looks to be very good. Do you aggree?
I had these stats checked the first time the fault occured and I think were
just the same as when it all works.

DSL Status
Connection Status Connected
Upstream Rate (Kbps) 448
Downstream Rate (Kbps) 8128
US Margin 24
DS Margin 14
Modulation MMODE
LOS Errors 0
DS Line Attenuation 15
US Line Attenuation 13
Path Mode Interleaved

DSL Statistics
Near End F4 Loop Back Count 0
Near End F5 Loop Back Count 0




>
>> On subsequent occations, I just established the pppoa connection status
>> before getting her to phone BT. This time, I talked to BT myself and they
>> insisted that the line was OK as they had run a line check and the
>> problem must be with the equipment. I asked what had been done on
>> previous faults and was told that they had perfomed a "session kill". I
>> asked it they could do it again and 30 seconds later it started working.
>> I can't see how this could be a router problem and must be a BT problem
>> but how do I convince BT?.
>>
>
> If the router is working enough for you to be able to get to it and see
> its stats,then BT is ok. and MOST of the router is OK as well.
>
>> The router tests are limited to IP ping tests and OAM tests. The OEM
>> tests are subdivided into F4 End, F4 Seg, F5 End and F5 Seg.
>
> That's the ATM tests all must pass to exonerate BT.

I tried running these tests with the router working and the F5 tests passed
but the F4 tests failed. I am not sure of the significance of the F4 failure
since the router was working. I did a google search and found various
threads reporting connection problems and F4 failures but the fixes were
always somthing like DNS settings or similar. It seemed that lots of people
get F4 failures but that doesn't affect getting connected.

>
> I suppose they will
>> mean something to someone. There is a sytem log which details the
>> connection state which I will check the next time it happens
>>
>
> I suspect something else is going on possibly in the users LAN area.
>
> Simple fix is to reboot PC ad router - power down etc.
>

See above


>
>> Archie

Archie

"Kráftéé" <kraftee@b&e-cottee.me.uk> wrote in message
news:VbqdnQSLufPCHaDanZ2dnUVZ8u2dnZ2d@bt.com...
> Archie wrote:
>>> DO NOT tell her to go to BT, under any circumstances, tell her to go
>>> to her
>>> ISP, that is off course if she doesn't want to pay nearly £200 just
>>> for someone to turn up & tell her that her analogue line is ok.
>> In this case BT is the ISP.
>>
>> Archie
>
> No BT isn't, BT Internet is & there is a world of difference (& pain)
> between the 2 nowadays.
>
> It's no wonder you lot still get it wrong, NTL buys the right to use
> Virgins name & within months all their liveried vehicles are marked as
> Virgin. BT on the other hand have a 5 year roll out (& it'll slip) so
> people working for Openreach still run around in BT vans (& still wear BT
> uniforms) the business group (forgotten their new name) are still in BT
> vans, with BT suits etc etc...
>
> To cut it short BT, isn't BT Internet & isn't Openreach....
I am assuming that the lady at the site has the correct contact details as
they have spent time going throught their script checking the obvious. Also,
they could tell us the account password. The account has a BTClick account
name.