ping Bob Pullen

Discussion in 'Broadband' started by Graham J, Apr 17, 2012.

  1. Graham J

    Graham J Guest

    Customer has Plusnet ADSL, lost connection 13:02 yesterday.

    Router shows good ADSL sync but:

    IP address = 172.16.x.y - changes every time it connects
    Default gateway =
    DSN server =

    Web browser suggests that connection between BT wholesale and ISP is down.

    Rang Plusnet; fault logged about 16:30 yesterday. Was not given a
    support ticket number.

    Tried to ring Plusnet today - "all agents busy ..."

    Can you find out what's going on please?

    The service should have static IP = - you should be able to
    find the account from that.
    Graham J, Apr 17, 2012
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  2. That's a BT DNS server address. Normally redirects you to a BT Wholesale
    landing page/walled garden.

    Can happen during/shortly after an outage or if BT have sent a PADT
    packet down your line for one reason or another.

    If a reboot doesn't fix then I'd normally suggest configuring your
    router to explicitly use the following DNS server addresses (rather than
    try to pick them up automatically).
    Plusnet Support Team, Apr 19, 2012
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  3. Graham J

    Graham J Guest

    An update for you:

    Initial failure was on Monday 16 April.

    Yesterday afternoon (18 April) was able get through to Plusnet. At that
    time the connection returned intermittently. They agreed to send an
    Openreach engineer.

    Today at 13:00 I arrive on site to wait for the engineer. At 13:20 the
    connection comes up but with a private IP address. I assume engineer
    has changed something at the exchange. Engineer arrives at 13:25 - but
    denies changing anything at the exchange.

    Tests line - agrees perfomance is not good - configures his tester to
    log the results then finds it won't sync. Listens to the line - we now
    very clearly hear crosstalk from a 3rd party's conversation.

    Engineer tries a spare line into the building from the cabinet 400m away
    - that also has crosstalk - can clearly hear the noise of an ADSL signal.

    Engineer tries yet another spare line. This is quiet, and reports
    around 8 Mbits/sec with 9.5 dB SNR margin on his tester

    Connect to router - sync OK - but no PPPoA session. Wait.

    Then ring Plusnet - lines busy, don't even get a recorded message.

    Try Plusnet several times - eventually get through to find they have a
    network-wide problem. They suggest trying again in half an hour.

    I suspect this network fault has been present in some form since Monday
    - how else do they explain the router being given a private IP address?

    Now at 6pm the line is up and appears to be reliable.

    My customer wants to charge somebody for the loss of service attributed
    to the crosstalk on the line. Who should he approach?
    Graham J, Apr 19, 2012
  4. whoever he pays his bills to.

    But its likely unless he is on a business contact the small print says
    'best efforts'
    The Natural Philosopher, Apr 19, 2012
  5. Graham J

    Jono Guest

    Graham J submitted this idea :
    He can charge anyone he likes; no-one's going to pay. Plusnet may be
    gracious enough to refund a few days line rental.
    Jono, Apr 20, 2012
  6. Graham J

    DrTeeth Guest

    Some people may not be happy using a Google DNS server.


    We may not be able to prevent the stormy times in
    our lives; but we can always choose to dance
    in the puddles (Jewish proverb).
    DrTeeth, Apr 22, 2012
  7. Graham J

    Andy Burns Guest

    So remember instead
    Andy Burns, Apr 22, 2012
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