Okay then...
Jun. 4th, 2009 10:03 pmQuick explanation how we treat authentication issues where I work. There's two flavours: 721 are the ones where the handshake fails to complete. It will show no logs on the BRAS or show rejected attempts. 691 are the ones where the handshake completes, but is not recognised, so it encompasses bad password, getting continuously redirected etc. It doesn't correspond to the actual original error codes, but that's the way they're logged. Possibly because our resellers are deficient in the brain department and we've found it best not to confuse them too much.
So, on to the story:
Working a 721 error earlier today. It's been handled before and passed back stating no fault found and everything should be working, please retest. Fault gets reraised. By this time, the customer is pissed off and has turned off their computer. In this day and age not a problem, right? Right. Except that the nice reseller hadn't told us the customer had a USB modem. So this gets picked up by one of my coworkers, who runs a couple of tests and find equipment connected and a disconnection in the network. And hey, the customer hasn't been in sync for two days. This gets logged to OpenReach (for non-UKians: phone/frames engineers. They maintain the copper network and such)
The engineer runs a few tests and finds that the customer is getting dial tone so he says there is no fault. Fair enough. He should still repair it. And this is where the fun really starts: he states in his job notes: 'exchange equipment stolen from the exchange which is why the customer cannot authenticate he says he is getting 721 error on connecting computer so this is a broadband fault.'
I read that and couldn't help but laugh. Seriously, we'd notice if someone went in and nicked our stuff. Honestly. *
And then I continue checking: customer has had multiple connection logs. Customer has multiple successful authentications an hour. So it is not a 721 or a 691 error. It looks like intermittent sync. Check some more things. Find out the customer is using a USB modem. Doublecheck something with people slightly geekier than I. Guess what? Handshake being interrupted by dropping sync will almost definitely cause Windows to display a 721 error when using a USB modem. Yay.
So tomorrow I get to call OpenReach again and ask if their frames engineer was on fucking crack today, run some tests and call the customer who will almost certainly not have been asked to test with alternate equipment and I will have to log the fault out again to have the dis repaired, this time by someone who has a clue and doesn't listen to the customer.
Oh joy.
*I have been valiantly trying to get rid of the image of someone dressed like the HamBurglar sneaking into one of our exchanges and making off with a couple of MSAN cards or a BRAS. Entirely too amusing an image.
So, on to the story:
Working a 721 error earlier today. It's been handled before and passed back stating no fault found and everything should be working, please retest. Fault gets reraised. By this time, the customer is pissed off and has turned off their computer. In this day and age not a problem, right? Right. Except that the nice reseller hadn't told us the customer had a USB modem. So this gets picked up by one of my coworkers, who runs a couple of tests and find equipment connected and a disconnection in the network. And hey, the customer hasn't been in sync for two days. This gets logged to OpenReach (for non-UKians: phone/frames engineers. They maintain the copper network and such)
The engineer runs a few tests and finds that the customer is getting dial tone so he says there is no fault. Fair enough. He should still repair it. And this is where the fun really starts: he states in his job notes: 'exchange equipment stolen from the exchange which is why the customer cannot authenticate he says he is getting 721 error on connecting computer so this is a broadband fault.'
I read that and couldn't help but laugh. Seriously, we'd notice if someone went in and nicked our stuff. Honestly. *
And then I continue checking: customer has had multiple connection logs. Customer has multiple successful authentications an hour. So it is not a 721 or a 691 error. It looks like intermittent sync. Check some more things. Find out the customer is using a USB modem. Doublecheck something with people slightly geekier than I. Guess what? Handshake being interrupted by dropping sync will almost definitely cause Windows to display a 721 error when using a USB modem. Yay.
So tomorrow I get to call OpenReach again and ask if their frames engineer was on fucking crack today, run some tests and call the customer who will almost certainly not have been asked to test with alternate equipment and I will have to log the fault out again to have the dis repaired, this time by someone who has a clue and doesn't listen to the customer.
Oh joy.
*I have been valiantly trying to get rid of the image of someone dressed like the HamBurglar sneaking into one of our exchanges and making off with a couple of MSAN cards or a BRAS. Entirely too amusing an image.