[AusNOG] Repeated NBN traffic flow issue

[Mark Smith]

On 8 September 2016 at 15:20, Philip Loenneker
<Philip.Loenneker at tasmanet.com.au> wrote:
> I have confirmed that the Mikrotik routers use DHCP client port 68, so the
> issue identified back in December does not seem to match the issue.
>
>
>
> I’m documenting everything I can and escalating via management to NBN.
> Fingers crossed someone can yell at the appropriate person loud enough for
> them to suggest something other than “try replacing your CPE”…
>

I you've lodged cases before, and taken down the case numbers, the
first thing I would do next time it happens is say "it looks like the
same issue as Case #XYZ, can you look that up and try the solution
documented in that case?"

Also note down and provide the troubleshooting steps you've performed
and the outcomes of them so that you can avoid having to do them
again. To the right person on the other end of the phone, it will also
convey that they're dealing with somebody who is competent and capable
- meaning they'll likely shortcut their troubleshooting procedures if
they're able to.




>
>
> From: Philip Loenneker
> Sent: Thursday, 8 September 2016 11:47 AM
> To: 'ausnog at lists.ausnog.net' <ausnog at lists.ausnog.net>
> Subject: RE: [AusNOG] Repeated NBN traffic flow issue
>
>
>
> An update for those interested…
>
>
>
> We got some tech savvy  people who were experiencing the issue. They plugged
> a Windows PC into the NTD allowed it to get DHCP with no issue. Going back
> to a Mikrotik router has the problem. Changing interface on the Mikrotik (to
> change the MAC address) showed the same problem. So I’m currently leaning
> toward sit being the same (or similar) issue as Patrick pointed out from
> this AusNOG post back in December:
>
> http://lists.ausnog.net/pipermail/ausnog/2015-December/033838.html
>
>
>
> We are seeing similar issues on Netgear and other CPEs. But it is very
> inconsistent – the exact same routers with the same firmware on other
> services work fine. And these services all worked ok 24 hours ago. If this
> is the issue from the post above, then it appears it is appearing via a
> firmware update on the NTD, not just a hardware update.
>
>
>
>
>
> From: Philip Loenneker
> Sent: Thursday, 8 September 2016 11:05 AM
> To: ausnog at lists.ausnog.net
> Subject: RE: [AusNOG] Repeated NBN traffic flow issue
>
>
>
> Thanks Brendan. Were those fibre or wireless services?
>
>
>
> From: Brendan Halley [mailto:brendan at halley.net.au]
> Sent: Thursday, 8 September 2016 10:57 AM
> To: Philip Loenneker <Philip.Loenneker at tasmanet.com.au>
> Cc: ausnog at lists.ausnog.net
> Subject: Re: [AusNOG] Repeated NBN traffic flow issue
>
>
>
> I have had this issue personally at two different residences in Tasmania on
> multiple occasions.
>
> The only fix I have found is cutting the power to the NTD for ~1 hour then
> connecting it again and everything seems to work normally. I haven't been
> able to narrow down the conditions it requires to occur as it's seemingly
> random.
>
> Brendan
>
>
>
> On 8 Sep 2016 9:14 AM, "Philip Loenneker" <Philip.Loenneker at tasmanet.com.au>
> wrote:
>
> Hi all,
>
>
>
> A regular problem we have with our fibre and wireless NBN tails is that we
> get what appears to be one-way traffic. We see DHCP requests from the CPE
> (we use IPoE), we respond to them, but the CPE does not get the response. We
> have confirmed this on several occassions with packet captures at the NTD. I
> think we’ve had over 20 cases this year, and we appear to have gotten 4
> cases in the past 24 hours. These are services that were working fine, and
> suddenly stopped. Lodging tickets with NBN is usually very drawn out, with
> the services ending up back online eventually, with responses that range
> from “we detected a problem and fixed it” to “everything checked out ok, no
> issues” but they mysteriously start working again. Naturally, we do things
> like isolation tests, port resets, change of CPE etc.
>
>
>
> Has anyone else had any similar issues? Does anyone have any tips they can
> provide to help us expedite resolution to these issues? I’m sure it’s no
> surprise to everyone on this list that the customers get angry at us for
> poor service, despite our part of the connection working correctly.
>
>
>
> Regards,
>
> Philip
>
>
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