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    Strange Connection issue (First Timer)

    This is a discussion on Strange Connection issue (First Timer) within the Sky Broadband help forums, part of the Sky Broadband help and support category; I had Sky BB Max activated yesterday, so I plugged the router in. Connected to the router status page, and ...

    1. #1
      CocoPops's Avatar
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      Strange Connection issue (First Timer)

      I had Sky BB Max activated yesterday, so I plugged the router in.

      Connected to the router status page, and the ADSL modem section showed:

      ADSL Firmware Version A2pB018e.d16f
      Modem Status Connected
      DownStream Connection Speed 6720 kbps
      UpStream Connection Speed 768 kbps
      VPI 0
      VCI 38

      yet, the PPoA connection doesn't work, ie it doesn't get an IP, gateway etc.

      Any ideas??

      I did try Sky, but they ran through the script... arrrrggghhh... then said, we'll get 2nd line to call... in less than 3 days!!! FFS!! Useless!

      Line Attenutation 39db
      Noise Margin 6.6 db

      When looking in the log, it shows:
      Its frustrating because it shows the line speed it "connects" at, yet the log is full of:
      Sat, 2000-01-01 00:04:41 - LCP is allowed to come up.
      Sat, 2000-01-01 00:04:43 - CHAP authentication failed
      Sat, 2000-01-01 00:04:43 - LCP down.
      Sat, 2000-01-01 00:05:41 - Initialize LCP.
      Sat, 2000-01-01 00:05:41 - LCP is allowed to come up.
      Sat, 2000-01-01 00:05:44 - CHAP authentication failed
      Sat, 2000-01-01 00:05:44 - LCP down.

      I've tried reseting the router with the reset switch.

      The router is connected to the master socket etc.

      I'm guessing it must be some kind of account or security authentication its failing on?


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    3. #2
      legod7's Avatar
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      Re: Strange Connection issue (First Timer)

      I seem to be having the same problem. All the lights are working but the network connection says 'local only'. There is no IP address listed for me and I get the same messages as you in the log. My line was activated over a week ago and i've been waiting 4 days to be contacted back by 'more advanced technical support'.

      Anybody had this solved before?

    4. #3
      CocoPops's Avatar
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      Re: Strange Connection issue (First Timer)

      Over a week ago?
      That doesn't bode well for a quick resolution.

    5. #4
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      Re: Strange Connection issue (First Timer)

      Chap authentication error means the remote server doesn't recognise you as a customer.

      Either you are still with your old ISP so the Sky router doesn't transmit the correct username/password for that service OR Sky haven't finished setting your connection up or have made an error in setting you up.

    6. #5
      CocoPops's Avatar
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      Re: Strange Connection issue (First Timer)

      Thanks for the reply Saturday.

      So do you know if there is any quick way of getting them to check my account?
      I can't bear to spend another 1/2hr going through the daft script with some indian call centre again

    7. #6
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      Re: Strange Connection issue (First Timer)

      I'll let you know if my issue gets resolved and how they do it. It seems that i'm a few days ahead of you and hopefully they'll call in the next day or so.

    8. #7
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      Re: Strange Connection issue (First Timer)

      Quote Originally Posted by CocoPops View Post
      So do you know if there is any quick way of getting them to check my account?
      As far as I'm aware T1 can only tell you what it says on their screen. To get your connection checked you'll need to get through to T3 who can run all sorts of tests.

      To get to T3 you have to go through T1, tell them you have a chap authentication problem and hope they will then transfer you. First thing in the morning i.e. 08:00 is a good time to call.

    9. #8
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      Re: Strange Connection issue (First Timer)

      I had the same experience - all lights on but no connection.

      Tier One said I'd be contacted in three days. Next day I was contacted by Sky and asked to disconnect router to allow "BT tests". After three days I contacted Tier One who said no problem had been found in the tests and would I connect router again. Did and it worked!

      If I was in this position again I'd keep trying now and again in case whatever the problem is has resolved itself.

      Good luck.

    10. #9
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      Re: Strange Connection issue (First Timer)

      I got back from work today, switched my computer on and the internet magically appears. Strange but i'm not complaining.

    11. #10
      CocoPops's Avatar
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      Re: Strange Connection issue (First Timer)

      Got home from work, still no connection

      Here are my "Detailed Router" stats.

      Means nothing to me, hopefully it does to someone out there!

      /usr/sbin/adslctl: ADSL driver and PHY status
      Status: Showtime Channel: FAST, Upstream rate = 764 Kbps, Downstream rate = 8190 Kbps
      Link Power State: L0
      Mode: ADSL2+
      Channel: Fast
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 13.8 12.0
      Attn(dB): 42.0 25.7
      Pwr(dBm): 1.3 12.4
      Max(Kbps): 11472 864
      Rate (Kbps): 8190 764
      G.dmt framing
      K: 239(0) 24
      R: 16 16
      S: 1 8
      D: 64 8
      ADSL2 framing
      MSGc: 63 68
      B: 238 23
      M: 1 8
      T: 1 1
      R: 16 16
      S: 0.9298 7.7037
      L: 2194 216
      D: 64 8
      Counters
      SF: 125603 125601
      SFErr: 0 1
      RS: 8666626 1067608
      RSCorr: 1889 19
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 38926024 3600430
      Data Cells: 378 471
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 2 1
      SES: 2 0
      UAS: 14 48
      Total time = 33 min 54 sec
      SF = 125603
      CRC = 0
      LOS = 2
      LOF = 0
      ES = 2
      Latest 1 day time = 33 min 54 sec
      SF = 125603
      CRC = 0
      LOS = 2
      LOF = 0
      ES = 2
      Latest 15 minutes time = 3 min 54 sec
      SF = 14649
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 56101
      CRC = 0
      LOS = 2
      LOF = 0
      ES = 2
      Previous 1 day time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 54853
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0

     

     
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