Static IP no longer available?

[#1]

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@pau1phi11ips wrote:

I've just moved address and gone from Full-fibre to Fibre. I was overjoyed to find I kept my static IP.

A week later and my router just got a new IP 🤦

@Marsh  OK so you've reapplied a static IP on @pau1phi11ips 's account, but how do you know that it will stick ?, when @pau1phi11ips  had already successfully moved house and retained their existing static IP on the account, only for that to somehow become lost a week later.  What sequence of events caused a working static IP to become lost ?

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[#2]

Hey @outcast,

From what I have seen after a product change to the account whether that be a House move or a upgrade the component stops working however if we re-add it resolves the issue and a static-ip becomes applied I have not seen any occasion of our systems randomly removing it when no changes have happened to the product however from what I have seen this is becoming more of an issue I will raise up the chain.

[#3]

@outcast I think it's when my account was updated as there was a change from Full-fibre to just Fibre. It was still showing Full-fibre on my account before today despite the Fibre connection working for the last week.

Thanks for fixing it @Marsh. It's a shame it's a new IP as I had the old one firmly committed to memory but not the end of the world. At least I don't have to look for a new ISP now 🐵

[#4]

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@Marsh wrote:

Hey @outcast,

From what I have seen after a product change to the account whether that be a House move or a upgrade the component stops working however if we re-add it resolves the issue and a static-ip becomes applied I have not seen any occasion of our systems randomly removing it when no changes have happened to the product however from what I have seen this is becoming more of an issue I will raise up the chain.

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@Marsh 

I have had various product changes and house moves over the years including upgrading to Full Fibre in December 2024 and have never lost the static IP. Makes me wonder if something else is at play?

[#5]

@Mav me too. I suspect the thing that's changed is they no longer offer the service to new users so it gets ignored when when changes are made.

[#6]

Similarly, I had a /30 block of four static IP WAN addresses, and did multiple upgrades and product changes over 23 years, and never had a problem maintaining the same addresses.

This up-tick in reports of the loss of existing long held static IP, has only occurred in the last couple of months.

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[#7]

I have had various product changes and house moves over the years including upgrading to Full Fibre in December 2024 and have never lost the static IP. Makes me wonder if something else is at play?

Possibly something else maybe in play however an incident has been raised for this issue at the moment we are just gathering accounts that was affected to see if we can find any link

[#8]

A discussion somewhere (else ?) I recall when making the OP suggested that:

The new product cannot have static IP as set up (but surely ought to ......).

However when the user restarts on their new service there is a high chance they pick up their previous (static) IP address - but now on a dynamic basis.

After a week or so (reboots somewhere) a big 'dynamic' reallocation happens and so they get a different IP address.  Stuff reliant on the static IP then breaks for the user.

Upon contacting support at a high enough level the 'static' requirement is reapplied manually - but with the later address going forwards because someone else has been allocated their old static one now.

Correct or have I got it all wrong ?

[#9]

@Marsh just to confirm, has this case been brought to the attention of @dave … following his request to be alerted on the subject?

[#10]

The new product cannot have static IP as set up (but surely ought to ......).

However when the user restarts on their new service there is a high chance they pick up their previous (static) IP address - but now on a dynamic basis.

After a week or so (reboots somewhere) a big 'dynamic' reallocation happens and so they get a different IP address.  Stuff reliant on the static IP then breaks for the user.

Upon contacting support at a high enough level the 'static' requirement is reapplied manually - but with the later address going forwards because someone else has been allocated their old static one now.

Correct or have I got it all wrong ?

@mwwagain none of that should happen, a static IP is associated with an account so even if the product changes, the static IP should remain.

To explain how IP addresses are allocated...

The BTw concentrator checks the PPPoE credentials via the Radius server which has information as to whether the account has a static or dynamic IP. If the account is dynamic then the IP is allocated from the local Plusnet IP pool. For a static IP , an L2 tunnel is established to the Plusnet gateways (BNGs) which again check the credentials and allocated the static IP associated with the account. Note that static and dynamic IPs are allocated from totally different IP ranges.

What MAY be happening (and this is just a guess) is that for some reason the Radius server is being updated on a product change and so thinks the account no longer has a static IP. At some point in order to correct that, the static IP component on the account is 'refreshed' to propagate an update to the radius server, this will unfortunately set a new static IP.

[#11]

@Townman yeah, @Marsh and I spoke yesterday about this and we have an incident raised internally ref INC03070665 because a static IP shouldn't get removed like this.