Another radius log request

[#1]

Can I have a log report for my line ending in 54 going back until the 12th please. It is still dropping quite often so I want to see how often and whether a call to the new text service is worthwhile.

[#2]

Hi @Mook,

I'm sorry to hear that you're experiencing issues with the connection. Having had a look at it today, we can definitely see there's an issue. I've included the RADIUS graph below.

Please let us know how you wish to proceed at this stage and we'll be happy to help out wherever possible.

[#3]

Thanks @TheMightyAJ your efforts are always appreciated. I'll use the text service to book an engineer save you guys' time.

[#4]

No worries @Mook, if there's anything else we can help with then please just give us a shout and we'll be more than happy to assist

[#5]

Actually I didn't mean to apply the fix that this thread it should have been on the previous request thread. Regardless, a ticket's been raised, 219115935, the content of which you may find of interest @TheMightyAJ 

[#6]

Thanks a lot for raising the fault @Mook

Looks ike our Technical Support Team have placed the open Ticket on hold to monitor the connection over the next couple of days, and will be in touch with you on Thursday, stating that an engineer appointment might be required.

[#7]

@adam945  Judging by that radius log an engineer visit is required now not in a few days. Why has the ticket been put on hold?

@Mook  I would push for an early engineer visit, not quite sure what Plusnet are playing at.🙄

I thought the Text service was supposed to make it easier to book an engineer appointment without Plusnet obstructing the process.😕

[#8]

Ah well @RealAleMadrid there's more to this than meets the eye, and the reason I suggested that AJ might want to look at the ticket. The radius log provided to me by the Plusnet CS (bottom in picture) does not match the one published by the MightyAJ (top of picture) as you can see here:

I've enabled sys logging on the Router (a Draytek Vigor 2952) to see if we can find the source as it's suspected that the losses aren't down to a loss of sync. It may be bunkum and nothing more that stalling tactics, but regardless something isn't right.

I have two lines on the router, both Plusnet and both connected via Draytek Vigor 130 modems and used for load balancing so I'm not suffering as a consequence and it'll do me no harm to wait if that's what's needed.

[#9]

@Mook  It's a bit more complicated then, but if those Radius logs are from your lines things don't look good at all.🤔

[#10]

They are in fact for one of the lines @RealAleMadrid and evidently for the same time period. One says I am connected while the other contradicts and says I've been offline for nearly two weeks. Sommit's broken!

[#11]

Hiya @Mook, I'm really sorry for the issues you're having with your service. The different RADIUS graphs for the same dates seem to differ when checking the logs for the last 7 days and for the last 30 days, so definitely an error somewhere.

If you're connected to the test socket now, looking at the frequency of the drops you definitely need an engineer; I've updated your ticket if you just reply on there with your availability and let us know once done, we will get that picked up and progressed for you.

[#12]

@LaurenB This is what CS said and it was he who suggested the monitoring of the test socket. There is bio point it booking an engineer if there is no diagnosable / traceable fault. All they'll do is say there's no fault found and leave but if there is something they have evidence of then an by all means book and appointment for me. Any time on any day is fine for me, as I work from home.

[#13]

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@RealAleMadrid wrote:

I thought the Text service was supposed to make it easier to book an engineer appointment without Plusnet obstructing the process.😕

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The text service would only offer an engineer visit and book it automatically if line tests show a fault which was the case on Mook’s other line but not this one. Granted it’s odd as this line is dropping way more.

@Mook wrote:

There is bio point it booking an engineer if there is no diagnosable / traceable fault. All they'll do is say there's no fault found and leave but if there is something they have evidence of then an by all means book and appointment for me. Any time on any day is fine for me, as I work from home.

I’d also say we should arrange an engineer as just because our tests aren’t showing a fault, it doesn’t mean an engineer’s tests won’t either as they’d be able to carry out different tests from your master socket. 

If you’ve not done this already I’d recommend replying to the ticket we’ve logged on your account with your availability as we can’t book an engineer directly from a request on our forums but we can make sure the ticket’s picked up and the engineer booked so let us know here when you’ve replied to the ticket.

Obviously if you’ve done this ^ feel free to ignore me as I’m not in the office now. Just trying to be helpful.

[#14]

@Anoush - I've updated the question with my availability, thanks.

[#15]

Thanks for getting back to us @Mook, I can see our team have already picked this up and got the engineer booked for you, with the details updated on the ticket.

Let us know how you get on!