Axxess disconnects session every 69 hours!

D

dude007

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Axxess is generally a good service provider, but the fact that they disconnect my service every 69 hours is very annoying. It is also disruptive, especially if you are on a telephone call or teleconference.

My other pppoe connection (Telkom ISP) is not affected.

These disconnections are labelled as "Session-Timeout" in the session log, that you can download from their support site.

The Call Centre is unfortunately no more effective than any other call centre. Escalated problem to one of the supervisors (Blake), who has not yet responded with any meaningful feedback.
 
Is this a bait? Mind dumping logs of the timeouts.
 
Here is an example taken from the session file that the user can download from Axxess support portal (user dashboard):

Username NasPort NASIPAddress PhoneNumber StartTime StopTime Duration TerminateCause FramedIP Upload_MB Download_MB Total_MB
________@axxess 255481____ 196.43.47.__ B31000____ 2017/03/20 05:47 2017/03/23 03:21 69h 34m Session-Timeout 165.255.161.__


Here is the impact from my router log:

Mar 23 03:23:14 ppp [wan_link0] LCP: rec'd Terminate Request #207 (Opened)
Mar 23 03:23:14 ppp [wan_link0] LCP: state change Opened --> Stopping
Mar 23 03:23:14 ppp [wan_link0] Link: Leave bundle "wan"
Mar 23 03:23:14 ppp [wan] Bundle: Status update: up 0 links, total bandwidth 9600 bps
Mar 23 03:23:14 ppp [wan] IPCP: Close event
Mar 23 03:23:14 ppp [wan] IPCP: state change Opened --> Closing
Mar 23 03:23:14 ppp [wan] IPCP: SendTerminateReq #4
Mar 23 03:23:14 ppp [wan] IPCP: LayerDown
Mar 23 03:23:15 ppp [wan] IFACE: Down event
Mar 23 03:23:15 ppp [wan] IFACE: Rename interface pppoe0 to pppoe0
Mar 23 03:23:15 ppp [wan] IPV6CP: Close event
Mar 23 03:23:15 ppp [wan] IPV6CP: state change Stopped --> Closed
Mar 23 03:23:15 ppp [wan] IPCP: Down event
Mar 23 03:23:15 ppp [wan] IPCP: LayerFinish
Mar 23 03:23:15 ppp [wan] Bundle: No NCPs left. Closing links...
Mar 23 03:23:15 ppp [wan] IPCP: state change Closing --> Initial
Mar 23 03:23:15 ppp [wan] IPV6CP: Down event
Mar 23 03:23:15 ppp [wan] IPV6CP: state change Closed --> Initial
Mar 23 03:23:15 ppp [wan_link0] LCP: SendTerminateAck #3
Mar 23 03:23:15 ppp [wan_link0] LCP: LayerDown
Mar 23 03:23:15 ppp [wan_link0] PPPoE: connection closed
Mar 23 03:23:15 ppp [wan_link0] Link: DOWN event
Mar 23 03:23:15 ppp [wan_link0] LCP: Down event

69 hours later at 2017/03/26 00:49 there was again another terminate request from Axxess.

Enough proof?
 
dude007 said:
My other pppoe connection (Telkom ISP) is not affected.
Click to expand...
Couple of months back TI were disconnecting my sessions after 9 hours for some reason, made no difference what time the session was started. Never did get an explanation of the reasoning behind this.
 
Funny thing is that for me, Telkom is rock solid. No periodic "terminate request" from them.

I'm on OpenServe Fibre, so not sure if that has anything to do with the problem. Maybe Axxess wants to give their Fibre customers a taste of the traditional ADSL experience. :crylaugh:

Have now set up a mult-WAN (gateway group) configuration where Telkom is backed by Axxess, and Fibre is backed up by LTE. So the Axxess periodic disconnects have less impact.

Tier 1: Telkom
Tier 2: Axxess
Tier 3: LTE/4G
 
Have just spoken to the Axxess Call Centre (agent: Allen). They now indicate that this is standard practice for Axxess!

Surprised nobody has detected this earlier ...
 
According to Axxess (Allen) their data management processes require this. 69.5 hours is 2.9 days, so maybe they need a session restart before every three days? Only the Axxess technical department will know why -- and I don't think they will tell. Heck, they don't even tell their customers that they willfully disconnect them periodically!
 
1. Do you manually have to reconnect? Or is it automatic?

2. How long is the interruption between disconnects? Were you down for seconds? Minutes? Hours?
 
1. My router (pfSense) auto connects again.

2. Went into the logs, and notice that the time various a bit. Generally less than a minute.
 
Simple then, have pfsense reboot the link every 48 hours at a time that works for you.
 
The pfSense GUI provides a Periodic Reset function for pppoe connections, which unfortunately does not allow full cron scheduling options. So, not wanting to bypass the GUI, I selected an auto reset of Axxess every morning at 04:30.
 
Reviving an old thread here but I thought I was going crazy. I moved to fibre from Rain 5G. When there is no loadshedding that 5G connection is rock solid and I would be up for weeks uninterrupted. But now with Axxess on Openserve it looks like every 52 hours the session restart happens which is very annoying. Is it only Axxess that does this? So if I move to another ISP I will have a connection that can stay online for weeks without any interruptions?
 
pkid said:
Reviving an old thread here but I thought I was going crazy. I moved to fibre from Rain 5G. When there is no loadshedding that 5G connection is rock solid and I would be up for weeks uninterrupted. But now with Axxess on Openserve it looks like every 52 hours the session restart happens which is very annoying. Is it only Axxess that does this? So if I move to another ISP I will have a connection that can stay online for weeks without any interruptions?
Click to expand...
We're sorry to hear about this, it's unusual for a fibre session to terminate so frequently and at such regular intervals, it might signal a possible issue with the line.

Please send us a private message with your Axxess account number so we may look further into this.
 
Captain Axxess said:
We're sorry to hear about this, it's unusual for a fibre session to terminate so frequently and at such regular intervals, it might signal a possible issue with the line.

Please send us a private message with your Axxess account number so we may look further into this.
Click to expand...
PM sent
 
"Axxess disconnects session"

This Tuesday spent 1,25 hrs on a call to Axxess so connection could get up & running again, after the agent confirmed there'd been authentication issues the night before affecting at least a number of clients.

Same thing happened until around 0h10 am tonight ; don't know exactly when it started, but node had red light while ONT all lights green.

Only difference was tonight it recovered itself while 2 nights before I had to setup a completely new connection from scratch after receiving new PPPoE details.

Can you work on stabilising the authentication part of your network @Captain Axxess

It's been fine for months, but all of a sudden is playing up periodically.

I'm quite sure I wasn't the only one whose connection would've been affected tonight either, around midnight ; I watched it come back on while holding to speak to someone again.

It's also not a @Frogfoot Fibre issue as the ONT displays green lights all the time.

Thanks.
 
I O U said:
"Axxess disconnects session"

This Tuesday spent 1,25 hrs on a call to Axxess so connection could get up & running again, after the agent confirmed there'd been authentication issues the night before affecting at least a number of clients.

Same thing happened until around 0h10 am tonight ; don't know exactly when it started, but node had red light while ONT all lights green.

Only difference was tonight it recovered itself while 2 nights before I had to setup a completely new connection from scratch after receiving new PPPoE details.

Can you work on stabilising the authentication part of your network @Captain Axxess

It's been fine for months, but all of a sudden is playing up periodically.

I'm quite sure I wasn't the only one whose connection would've been affected tonight either, around midnight ; I watched it come back on while holding to speak to someone again.

It's also not a @Frogfoot Fibre issue as the ONT displays green lights all the time.

Thanks.
Click to expand...
Thank you for reaching out and we sincerly apologise for the inconvinience.

At this time; we can confirm that this issue has been resolved - in the event you are still experiencing any issues please do inbox your Axxess account number for an investigation into this.
 
Seen Axxess ISP (OpenServe FNO) PPPoE disconnect/reconnect like clockwork every 52 hours. Is this a known feature/issue?

@Captain Axxess
 
Dean said:
Seen Axxess ISP (OpenServe FNO) PPPoE disconnect/reconnect like clockwork every 52 hours. Is this a known feature/issue?

@Captain Axxess
Click to expand...
I am having the same problem. Every 52 hours, fortunately it reconnects quite quickly but it is annoying when it happens on a work call.
 
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