'cant connect to internet since power failure' etc - PPPoE vdsl broken in netspace/swoop/iinet/australis/dcsi etc
ad...@reviews.wox.org
Apparently they broke their authentication server. A bunch of ISP customers may discover that their vdsl modem (which is probably a TP link Archer of some sort) if rebooted/power cycled will be unable to reconnect to the internet.
Not sure exactly when they broke it- but some point in last couple months. This ISP group (iinet/swoop/dcsi/australis/netspace) broke their PPPoE, it appears whatever they did flipped mode from PPPoE to IPoE in whatever radius type thing they use.
Symptoms:
The dsl sync light will light up but not the internet light.
Usually after a power interruption/reboot of your vdsl router.
Typically show in your modem/router system log as pad0 / pad1 /
pado / padi errors trying to connect after the DSL syncs. (The
number at the end of pad relates to your designated vlan for your
pppoe profile I think, and is unrelated, i've added a few common
typos of the error to pick up web searches for people with this
issue)
This issue has occurred in the past I notice, a hunt on whirlpool
shows similar issues in the past that were not resolved until
someone contacted 2nd level and the isp fixed PPPoE at their end -
in which case all the problems magically went away.
Annoyingly - PPPoE only breaks for RECONNECT attempts, users that
remain connected during the period after they broke it will stay
connected generally. So that is some freaky x files stuff right
there.
Since most ISPs run their phone support to some random asian/indian call centre working from a script, (have you tried rebooting your modem, have you tried rebooting your pc, lets do an isolation test, lets reboot your modem again, have you rebooted, lets reboot again blah blah usual dribble) with no actual access to anything useful in the ISP system, who will be more interested trying to up sell you a modem instead of actually fixing anything i don't hold any unrealistic expectations you will get hold of anyone actually capable of fixing the broken authentication server setting at their end - so here is a work around -
Workaround:
There is a client side solution (particularly for archer type
tplink modems) :
1: log into your modem/router web interface (usually 192.168.1.1
or 192.168.0.1 or 192.168.2.1) password is usually admin or
password or 0p3n or similar - often printed on the back label with
the wifi password.
1: edit your current PPPoE profile (under advanced - internet) to get your username (usually an email address like bl...@swoop.net.au) and password (hit the <(0)> eyeball icon to reveal) and note it in a text editor.
2: run the router quick setup wizard or similar and hit next
(timezone, isp profile other etc) until you reach the screen where
it asks for authentication type, username and password. (you have
to use the wizard as making a custom profile doesn't seem to give
you anywhere to key in the sign in otherwise!?)
3: if it is a tplink/archer tick the "MER" box, which will make
the PPPoE drop down box vanish, and fill in the username and
password you recorded earlier. If there is no MER option, change
authentication to IPoE or Autodetect, press next until the wizard
completes, and you should find you have the internet connected
again.
Some ghetto model vdsl routers may need a reboot - but it
shouldn't matter for the rest.
Why has a 3+ month problem not been fixed? <insert salt
here>
Because the ISP generally refuses to admit the problem is at
their end, because in some cases the customer has likely paid for
a month or more of service, they were not supplied, and admitting
it would require a refund under consumer law, as the fault is with
the ISP. In previous cases of pad0 pppoe screw ups by ISPs they
never admit anything is wrong, but after many customer complaints,
where they deny any fault their end - the problem just magically
resolves itself a while later without changing any router settings
or even rebooting it after in some cases days or weeks of no
service.
Calling tech support will usually end something like this:
A: oh there is an outage in your area.. i cant do anything.. be
sure to check the outage page until it is resolved (except with
no internet you cant, which is what they count on)
B: oh.. there is a wiring issue, get a linesman to check your phone line, or "However we can schedule an upgrade to fibre for you " (this gets you off the phone, often for a few weeks and if said update is installed will actually fix the issue as they will likely need a new modem then)
C: oh i see here your modem is more than 3 years old, these modems usually need to be replaced every 3 years, let me just sell you a new one.. can i just get some credit card details..... (aside from the modem probably only being 2 years or less old- it being highly suspect that an outsourced representative of your ISP, a company that likely already has you banking details, wants a credit card number, instead of adding to the next bill AND want you to pay up front for a device that should be included in your internet contract at no extra cost anyway... )
Of course sending out a new modem will end one of two ways:
1: the new modem supports autodetect, or auto-provisioning for
authentication so it does the solution listed earlier
automatically and magically the issue is resolved.
2: the new modem has the same problem but by the time you get
it, they will have either fixed the PPPoE issue, or they will talk
you over the phone to enable the "MER" equivalent option for
authentication in IPoE instead.
The point of such outcomes is to get you off the phone, get
commission on an up sell or their support contract, and maybe to
get your credit card details...
-- New and improved 2600... well.. ..we drew on some flames and polished it a bit.. -- Google - making sure, life is no more, than 1984... -- In politics - Later never happens.