Authentication issue - DSL connection

[#1]

Rung and spoke to another advisor, as I didn't receive a call back and the person I spoke to yesterday didn't make any notes/tickets on the account.

They have booked an engineer for tomorrow, so hopefully they'll be able to get me back up and running. 

[#2]

Hey there @piperstock 

Has the engineer been out yet? Is it all fixed?

[#3]

Had a call from the engineer this morning, apparently a card has failed in the cabinet resulting in around 50 properties unable to obtain a PPP session. 

Asked if he could move my connection but apparently the cabinet is full on other cards, he explained that it's having to be passed to a different engineering team to replace the card but doesn't think it'll be fixed until the end of the week.

[#4]

Ah that's really annoying! I can keep an eye on it for you if you would like?

[#5]

If you are able to see logs on the faults/cabinet that would be great, thanks! I guess you'll be able to find my location from my account, connected to Cabinet 6 if it helps.

[#6]

I will definitely check it tomorrow and Friday for you to see if there is any traction. I have your details anyway.

[#7]

@willcutforth could you let me know if you can see any update on the repair? Thanks

[#8]

Sorry been swamped all day, I hadn't forgotten. So on the Openreach system it is asking for another appointment. When would you be free?

[#9]

That’s odd, I’m not sure why if it’s a cab issue. Does it show the cab issue has been repaired? I don’t really have any free time over the next few days for an engineer visit, or that I can be available at home. I can be available on the phone though. Do you think the systems showing a follow up required due to the issue still being there?

[#10]

@willcutforth I booked another engineer visit first thing this morning via the text service. Around 10:30am the internet came back to life, apparently it cut in and out a couple of times but I'm wondering if this was part of the fix. 

I'm not at home to check, could you check the connection log for me to see if it's stable? If so can you cancel the engineer visit for tomorrow morning please? Thanks!

[#11]

Thanks for letting me know @piperstock yeah I have just checked and there was a service outtage and it has been up for 3 hours so far. Do you want me to cancel the appointment now for you?

[#12 · Accepted solution]

If it's been stable for the last 3 hours I'm happy with that, you can cancel the engineer. Thanks for your help!

FYI - For future reference of anyone searching, this was caused by a faulty card in the cabinet, I had DSL sync but no PPP session.

[#13]

It looks like it's been cancelled already so we are all ok Glad all is resolved