Hello,
I'm posting just in case this gets seen and looked in to but also just in case I am loosing the plot and I have missed something.
Wed 2nd May - I work as an IT consultant for a business working out of managed offices in the Midlands. Last week a re-grade took place, as usual without warning, at the local exchange just under 4km from the customer premises. Unfortunately this took out broadband connections to most of the BT broadband customers at this site but within an hour or two the majority were backup and running.
My initial call to BT Business Broadband support went through the usual tests; filters, extensions, test sockets, 3rd party router, broadband username and password and all of this had all been checked and was all okay. The fact is that the line was in sync and has been ever since, even till today when we are still down, the issues has always been the fact that we cannot authenticate and therefore obtain an IP and send and recieve data.
Fri 4th May - An engineer was booked for 2 days later and arrived to carry out what we were hoping would be the repairs to fix the problem. He tried changing the copper pairs etc. and still line was perfect and broadband was in sync but no authentication. Much later that evening I spoke to a very helpful BT Business Broadband Support memeber of staff who said that from his end he could see that a factory reset BT Home Hub was trying to authenticate against the company's telephone line...I explained that this was impossible, since the router was a 3rd party one and that the username and password had been checked several times. He said that it sounded like an accounting issue with BT Wholesale and that the line wasn't matching up to the portal on the RADIUS server, should be a quick records change over the bhol weekend and the problem will be resolved.
Mon 7th May - A few days later I decided to give BT Business Broadband Support a call to see what had happend, whether anything had been done over the weekend and because I'd had grief off the customer over the bank holiday weekend. No, it had been booked with BT Wholesale to look at the following day.
Tue 8th May - A member of staff from BT Business Broadband Support called to say that the fault had been "cleared" by BT Wholesale, this was news to me. He wanted to go through all the tests I'd originally done from the week before, usernames etc. Since I wasn't onsite I asked him to give me a call and I talked a member of staff through making required changes, testing, power cycling etc. again without success. When the BT person called back I explained the findings from Friday that we'd tried even authenticating with the bt_test_user@hgxx.btclick.com and @startup_domain usernames but still was not being assigned an IP address so the equipment the other end was clearly not "allowing" us on to the network. The best he could offer was that another engineer come out to site on Thursday, 8 days from the original fault!
Wed 9th May - Begining to doubt ourselves and our basic knowledge of ADSL we went over to the customers and swap tested a modem/router, un-suprisingly, it didn't work.
Thu 10th May - Engineer has arrived onsite asking, the question, "So what's the problem then." More than a little fustrating, but after speaking to him and explaining all of the above he totally understands and even knows the solution which is for a rebuild of the line to take place marrying up the broadband details to the line, but theres a catch, it has to be carried out by BT Wholesale who keep passing the job back as cleared!
Please get your act together! My customer has an in-house Exchange server and has had no email since last Wednesday, luckily they've not lost any either but cannot response or look at anything.
Hoping someone may assist.
Tim
