DSL Synced but cannot establish PPPoE connections

DrJohnZoidberg

DrJohnZoidberg

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Just putting this out there, maybe somebody has had this issue before and can offer some insight.

Our one line at the office went down yesterday, it is syncing but not allowing me to make any PPPoE connections. I am currently trying to just connect to the Telkom guest account.

Things I've tried:

1. Tried different router. No change.
2. Replaced filters. No change.
3. Done port resets, three times. No change.
4. Dropped sync rate. No change.

TelkomZA on Twitter did open up a fault for me but is there anything I could tell them which may speed up this process?

This is what the log output of the router looks like when trying to connect to guest@telkomadsl:

Code: 
Jan 1 23:27:39 home info pppd wan1: Wait for PADO 5s
Jan 1 23:27:44 home info pppd wan1: Sent PADI
Jan 1 23:27:44 home info pppd wan1: Failed to receive PADO packets
Jan 1 23:27:44 home notice pppd wan1: Unable to complete PPPoE Discovery
Jan 1 23:27:44 home notice pppd Interface wan1 up, holdoff 30s
Jan 1 23:28:14 home info pppd wan1: Sent PADI
Jan 1 23:28:14 home info pppd wan1: Wait for PADO 3s
Jan 1 23:28:17 home info pppd wan1: Sent PADI
Jan 1 23:28:17 home info pppd wan1: Wait for PADO 16s
Jan 1 23:28:33 home info pppd wan1: Sent PADI
Jan 1 23:28:33 home info pppd wan1: Wait for PADO 6s
Jan 1 23:28:39 home info pppd wan1: Sent PADI
Jan 1 23:28:39 home info pppd wan1: Failed to receive PADO packets
Jan 1 23:28:39 home notice pppd wan1: Unable to complete PPPoE Discovery
Jan 1 23:28:39 home notice pppd Interface wan1 up, holdoff 30s

Modem stats:

Code: 
Uptime	00Days 21hrs 36min 52sec
Time connected	00Days 00hrs 00min 19sec
Modulation type	G.992.5-A
Actual rate (up)	1020 kbps
Actual rate (down)	8176 kbps
Data transfered (sent)	0 kB
Data transfered (received)	0 kB
Output power (up)	12 dBm
Output power (downstream)	19.5 dBm
Line attenuation (up)	24.4 dBm
Line attenuation (downstream)	45 dB
Noise margin (up)	7.8 dB
Noise margin (downstream)	6.2 dB
Manufacturer ID (local)	IFTN
Manufacturer ID (remote)	BDCM
Loss of frames (local)	0
Loss of frames (remote)	0
Error seconds (local)	0
Error seconds (remote)	0
FEC Errors (up)	0
FEC Errors (down)	0
CRC Errors (up)	0
CRC Errors (down)	0
HEC Errors (up)	0
HEC Errors (down)	0

TIA
 
This usually happens if there is maintenance on your exchange.

Things you can try, that you haven't tried yet, get Telkom to re-create the port for you. Anyone with access to Uniweb and your line # should be able to do it for you.

TL;DR, you need to a port-recreate.
 
Tinuva said:
This usually happens if there is maintenance on your exchange.

Things you can try, that you haven't tried yet, get Telkom to re-create the port for you. Anyone with access to Uniweb and your line # should be able to do it for you.

TL;DR, you need to a port-recreate.
Click to expand...

Thanks, done that 3 times already as per the OP.

I have sent an email to a Telkom sales guy I know, he has some contacts who may be able to help.
 
Well in that case you just need to wait, it will start to work sooner or later again.

Had a line down for half a day, it started working when trying a port reset 6 hours after it originally stopped working.
 
Tinuva said:
Well in that case you just need to wait, it will start to work sooner or later again.

Had a line down for half a day, it started working when trying a port reset 6 hours after it originally stopped working.
Click to expand...

I guess it is just a waiting game now, not much else I can do now. Been down for 24 hours so far and call center says they can't see anything wrong with it.
 
Check with your ISP as well - the connection logs will in all likelihood show a "Lost Carrier" tag looking at the router logs, which could mean work happening further up from the exchange as well. But there's not much that you can do other than wait.

If you want, you can PM me your location information and exchange info (if you know it) and I'll check the Telkom network logs to see if there is any reported downtime on the network in your area and what the ETA is if I can find an associated report. Will only be able to check this later in the afternoon when I'm back in the orifice and can log into the database though. Or if you can send it through in the next few minutes I can arrange for someone in the orifice to check for you quick.
 
Something very similar to that (if not the same thing) used to happen at my parents' place whenever there'd be a power outage or other significant dip in power. The router would sync but it would be unable to authenticate on any accounts.

A techie said that a switch or a fuse or whatever trips and needs to be manually reset/replaced.

This happened so often that it reached a point of calling Telkom and simply stating that I need a techie, "No, I don't need to troubleshoot, I know what the problem is, just send a techie please, yes I am prepared to pay the call-out fee if it's not Telkom's infrastructure at fault. Thanks."

Eventually they replaced the box down the road and it never happened again.

May or may not be what you're experiencing, but boy that was fun.
 
Lycanthrope said:
Something very similar to that (if not the same thing) used to happen at my parents' place whenever there'd be a power outage or other significant dip in power. The router would sync but it would be unable to authenticate on any accounts.

A techie said that a switch or a fuse or whatever trips and needs to be manually reset/replaced.

This happened so often that it reached a point of calling Telkom and simply stating that I need a techie, "No, I don't need to troubleshoot, I know what the problem is, just send a techie please, yes I am prepared to pay the call-out fee if it's not Telkom's infrastructure at fault. Thanks."

Eventually they replaced the box down the road and it never happened again.

May or may not be what you're experiencing, but boy that was fun.
Click to expand...

A power problem is a very likely issue as well here. You are 100% correct.

/sending thread to support manager for further training
 
Lycanthrope said:
Something very similar to that (if not the same thing) used to happen at my parents' place whenever there'd be a power outage or other significant dip in power. The router would sync but it would be unable to authenticate on any accounts.

A techie said that a switch or a fuse or whatever trips and needs to be manually reset/replaced.

This happened so often that it reached a point of calling Telkom and simply stating that I need a techie, "No, I don't need to troubleshoot, I know what the problem is, just send a techie please, yes I am prepared to pay the call-out fee if it's not Telkom's infrastructure at fault. Thanks."

Eventually they replaced the box down the road and it never happened again.

May or may not be what you're experiencing, but boy that was fun.
Click to expand...

Interesting. I'll be sure to mention this if/when somebody contacts me.
 
Line not Verified?

Yes I know you might think it's verified but I've had cases similar to this a number of times where Telkom magically Unverified a line and it needed to be done again before able to pass data.

worth checking.
 
Noise margin (downstream) 6.2 dB


:(

PS: I see you are ADSL2+, try switch to (G.DMT) it might help with the stats.
 
Last edited:
SauRoNZA said:
Line not Verified?

Yes I know you might think it's verified but I've had cases similar to this a number of times where Telkom magically Unverified a line and it needed to be done again before able to pass data.

worth checking.
Click to expand...

I was thinking the same, but you'd still be able to dial a PPPoE connection just it would not give you access to the internet?

Or am I mistaken?
 
@Charly had this problem for weeks. It was his exchange being upgraded or something.
 
Last edited:
Rickster said:
Noise margin (downstream) 6.2 dB


:(

PS: I see you are ADSL2+, try switch to (G.DMT) it might help with the stats.
Click to expand...

Tried forcing it to G.DMT, nada. Also got Telkom to drop sync to 6Mbit yesterday which also didn't help. This morning I got in to office to find it's syncing at 8Mbps again after I told them to keep it at 6 :mad:

Woodlands said:
@Charly has this problem for weeks. It was his exchange being upgraded or something.
Click to expand...

Well, that would be awesome.
 
Why dont you contact your exchange operator (Mickey D's thread) and ask if there is any maintenance going on.
 
It also annoys me that literally across the road is 40Mbit. I can look at my front door of my flat from my office window, I have perfect 40Mbit line there.

I am really contemplating setting up a wireless link.
 
DrJohnZoidberg said:
It also annoys me that literally across the road is 40Mbit. I can look at my front door of my flat from my office window, I have perfect 40Mbit line there.

I am really contemplating setting up a wireless link.
Click to expand...

If you have line of sight, why haven't you?


You know what would be better than a single 40Mbit line? 2x 40Mbit lines.
One for your personal use, the other for business use - during office hours *grins*
 
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