Daily p.m. disconnections for multiple ISP's

[#1]

Thanks @dave . It does seem random, although you may have noticed someone posted an Openreaeach IMT reference earlier - I've done some searching, but can't find a reference to it.

[#2]

The first attached graph isn't the best, but it shows number of disconnects/reconnections per hour for the last week for customers connected to the same device in Chesterfield as @longedge 

The 2nd graph is the same as me.

Quite clear that customers on the same device as @longedge are/were having a problem. There may be others, I'll check other examples shortly. Nothing showing since Friday though, anyone had issues over the weekend?

[#3]

I've got these 2 incidents for Chesterfield

P3 Incident Alert : IMT112918/24 : 21CN MULTI-SERVICE : CHESTERFIELD TE : UNIT AT RISK : FINAL

Notification of a P3 on the 21CN Multi-Service platform

Incident Title : 21CN MULTI-SERVICE : CHESTERFIELD : UNIT AT RISK

Ref No : IMT112918/24

Status : FINAL

Customer Impact : Unit at risk only, this is not resulting in any direct impact to customer service.

Current Situation : Unit no longer at risk at 02:50 after a Small Form-factor Pluggable (SFP) was reseated at Chesterfield.

*Note : All times are current UK time unless otherwise stated

Reported : 15/10/2024 09:28

Incident Start : 15/10/2024 09:23

Actual End : 16/10/24 02:50

Duration : 0 Days 17 Hours 27 Minutes

Technical Detail : NE:21277763 $Cause: Hardware failure, Clear: Reseated$ QSFP reseated @ CD

Location : CD

Previous Updates :

15/10/24 09:28  Completing initial diagnostics. Root cause and estimated time of repair are not known at present. There is no current impact to service.

P2 Incident Alert : IMT114699/24 : 21CN WBC FIBRE : CHESTERFIELD : LOSS OF SERVICE : FINAL

Notification of a P2 on the 21CN wBC Fibre platform

Incident Title : 21CN WBC FIBRE : CHESTERFIELD : LOSS OF SERVICE

Ref No : IMT114699/24

Status : FINAL

Customer Impact : Loss of service to {3571 WBC Fibre} Broadband customers, of which there are {69 Hybrid} customers. 66 TV and {165 Digital Voice} services will also be impacted.

Current Situation : Service automatically restored at 19:37. Service has been monitored for a period to confirm stability.

*Note : All times are current UK time unless otherwise stated

Reported : 18/10/2024 19:37

Incident Start : 18/10/2024 19:33

Actual End : 18/10/24 19:37

Duration : 0 Days 0 Hours 4 Minutes

Technical Detail : Loss of Service,ALN_7750 SR-12,20414133 - /shelf=1/slot=10/sub_slot=1/subsub_slot=6/port=1 $Cause : Under Investigation , Clear : Auto-Restore$

Location : CD

Previous Updates :

18/10/24 20:11  Please note change to incident headline and sub-platform. Service automatically restored at 19:37. A period of stability monitoring will now take place and the incident will remain open during this period.

18/10/24 19:42  Completing initial diagnostics. Root cause and estimated time of repair are not known at present.  Next update will be issued upon service restoration unless there should be a significant development.

18/10/24 19:37  Completing initial diagnostics. Root cause and estimated time of repair are not known at present.  Next update will be issued upon service restoration unless there should be a significant development.

[#4]

@dave So, this one : IMT112629/24 , which appears to be for the FTTP, not 21CN network, doesn't exist?

[#5]

It likely does but I don't have access to see it unless it calls out Plusnet customers as affected.

[#6]

Fair enough, @dave , but as it has been PN customers who have initially started this topic, and replied, one would have thought it did affect PN customers - or am I missing something?

Note, I'm no longer with PN, but still around on here to help where I can.

[#7]

If it was an Openreach incident reference then Openreach will see all Plusnet customers as BTWholesale as we buy from BTWholesale rather than Openreach. BTW usually then send us an a separate IMT number which breaks down any Plusnet customers affected.

[#8]

Yep, I know you (PN) are effectively only a BTW reseller, but in that case, surely a broken/damaged cable will affect your customers (and those of other ISPs on that cable), so you should have been informed?

Not getting at you personally - just trying to understand OR 'logic' 😉

[#9]

I'm not surprised to hear of the complexities of reporting @dave . Semi IT literate users such as me really don't want or need to know all the ins and outs of networking.

I think most people just want a stable reliable connection and it shakes the confidence of recent converts (like me) from poor FTTC to supposedly far superior FTTP when there are repeated disconnections that go on for several weeks.

My connection has currently been up for 2days 15hr 38mins so the problems appear to have been resolved, fingers crossed that is not gainsayed at 17:00hrs 😊.

[#10]

@longedge I understand what you say above, but some of us (maybe  like me), are slightly above 'semi' literate and would like to understand things a little more, if only to be able to guide/help those such as yourself. 😀

[#11]

Still offline….anyone else?

[#12]

@cinnes2006 I was just working through to see if there was anyone else affected. Just run a quick check on your line and got back another incident reference. Unfortunately I don't have much info on this but I'll see if I can find anything.

Problem Explanation : [ND504] This circuit is affected by MSO. The Incident detail is as follows- Incident ID: IMT112620/24, Start Date 14/10/2024 17:13:08 and Estimated Completion Date: 21/10/2024 17:00:54.

[#13]

Another estimate time passes and still not back up and running….so frustrating!

[#14]

Down again just before midnight 🙄. It seems the estimated completion date wasn't achieved. Although mulitiple MSO's have been declared it feels like they are in fact all one.

[#15]

I would expect that a single MSO is likely to have the scope of a single maintenance item.  If there are several similar items failing, then there could be multiple be multiple MSOs giving rise to similar experiences.

Consider for example a collection of components which have received a software / firmware update, which over a period of days has been found to be faulty.  Regressing (or replacing) such units could be time heavy, not all capable of done in one timeframe.  To manage such an activity, it would be reasonable to treat each instance as an individual MSO.