Hi Oliver,

This problem was resolved as a routing issue at Xtra and nothing to do with the physical port. This was resolved yesterday afternoon.

There are two Access Helpdesks operated by Telecom, one for business and one for consumer. When customers have a fault they call their ISP's helpdesk in the first instance and then if the ISP determines that it is an access issue they put the customer through to one of the Access Helpdesks. This helps to filter out all of the ISP specific faults and helps resolve the customers fault quicker - generally!

Xtra is just another ISP as far as the Access Helpdesks are concerned (and our biggest customer funny enough!), so they use the same processes as any other ISP and get the same tools and training. I'm glad you had a good experience with the business helpdesk, even if changing the port was not the right approach in this instance, we did get it resolved not long afterward. (some of these routing issues are a bitch!) We modify our knowledge base, training and tools after any learning experience and work on a model of continuous improvement, so any feedback is welcome.

If you have any feedback on the service or a current problem that you are not getting a prompt resolution on, please email me directly or post a message to this group. There are plenty of Telecom people participating in this group including the project owner and the support people from the access helpdesk (and a number of the ISP helpdesks too).

Thanks,
Mark Barlow :-)
ADSL Manager
e: mark.barlow@telecom.co.nz

>>> "Oliver Mannion" <olly@zero.net.nz> 11/January/2000 07:21am >>>
Hi all,

I've just experienced an interesting RAN problem (i think you would
call it a RAN problem). I wanted to approach someone at Telecom to
let them know my findings so they can do something about it but
know of no channel to get access to the right people who would be
interesting/can fix the problem whatever it is. In my opinion
Telecom should advertise a more formal/direct channel for ADSL
users to report any findings/experience to the right people, in
essence we are part of THEIR network and with the amount of
knowledge obviously available amongst ADSL users their is bound
to be a lot of help they can offer. Particularly considering the
problems Telecom has experienced and obviously still experiencing.

Anyway, I digress. The situation is as such:

We have an ADSL connection at both home and work.

At work the ADSL box is shut off everynight when the power goes off.
On arriving at work yesterday the box comes on and gets an new IP:

210.54.208.6 ------> 210.54.208.254
 m10 peer on telecom's end

PPP login etc. was fine - no errors in logs or anything amiss on
the M10 side of things.

However, I couldn't get past the 210.54.208.254 address.
Xtra's DNS servers were not pingable and neither was anything EXCEPT
210.54.208.254.

Contacted Xtra after a very long time approx 1 hr they forwarded me
onto Telecom Jetstream helpdesk. The Jetstream helpdesk I must admit
did a way more efficent job in handling my call in respect to their
side of things. Eventually discovered that there was nothing they
could do and so sent out a cable guy. He fixed the solution by
apparently swapping a port on the DSLAM at the telecom end.

Great! We're back online at work! Excellent!

OK so I go home and I'm already online (we don't switch the power
off at home :-) Switch to Jetstream Games for a couple of games and
then upon switching back, lo and behold ! the very some problem!
Checked the IP address and it was:

210.54.208.6 !

This was very interesting! Here I was, at home (completely different
suburb of Auck) and was experiencing the very same problem!

I got around the fault by trying my box of overnight and restarting it
this morning.

So some poor bugger out there may now be experiencing the very same
problem when the 210.54.208.6 address is dished out to him.
Also on some resets I was getting 210.54.208.2 and was experiencing
the same results.

So Telecom people if you're listening have a look at IPs
210.54.208.6 & 210.54.208.2 with peer 210.54.208.254 somethings wrong!

And Telecom people I suggest a formal/direct channel (if there
isn't already one! i don't know please tell me if there is!)
for ADSL users who suspect faults on your network to report them!

And all the others out there I'm sorry for the long spiel but I
hope it was worth reading anyway.

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Received on Wed Jan 12 10:31:03 2000