Plusnet Service

Spoke to BTW with regards to auth issues across the UK but they are not aware of any service affecting issues but requested further information to investigate further.

Issues is not at one exchange but is across the UK. Full details of examples sent to BT below....

130 calls to the UK centre at 0744hrs.

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Our night shift are seeing a larger than normal number of authentication problems being reported than normal. Although call volumes are low they are uncharacteristically high for such early hours of the morning.

We have reported the problem to BT Wholesale although they are yet to acknowledge the existence of a widespread fault on the network.

Call queues remain high and customers continue to report connection problems. The symptoms of these problems continue to show all the signs of a network outage with our wholesaler however we are still to receive acknowledgement of this.

Our Network Operations Team are currently investigating further to eliminate the potential for any problems that may exist within our network infrastructure.

We have identified a problem with one of our gateways (pcl-ag04). It is dropping sessions which will prevent customers from authenticating if they hit this router. We have extras entries on this gateway following the recent addition of more capacity so customers are more likely to be hitting it therefore inflating the severity of the problem.

Extra entries have been removed from pcl-ag04.

We suspect that it may be an issue with one of the line cards. We're going to disable them one at a time which will result in some customers being briefly disconnected from the Internet.

Reloading the line cards hasn't helped so we're looking to do an SRP swap.

We still haven't ruled out a supplier issue as some of our customers have been reporting failed logins to the bt_user@startup_domain test login.

We have also had customers report that their connection has been down for hours whereas we would expect a connection to be established after multiple attempts.

It looks like the emergency maintenance we carried out may have worked as we have users reporting that they're now able to get back online. We'll remove the IVR message from our helpdesk support line at 1.00pm. If the call queues remain typical of that time of day then we can assume that the issue is resolved and the problem can be downgraded whilst the root cause is established.