Modification de English Mails

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the client isn't connected at the moment, but ATM OAM cells are OK. Could you try to reboot the equipment and have some tests done with another router or a windows PC directly connected to the router.

We had some feedback from our Telco operator, there is no problem with the line. It looks like there is no trafic on the line, not even authentication requests... the only trafic we, and our telco operator,
can see is ATM OAM cells...Can you make some tests with a XP machine directly connected to the modem ?

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Paul,

> > We are getting very frustrated with the lack of progress with this issue. Please can you update us immediately and let us know what you plan to do to fix this problem.
> > This line has been down since the 24th which is completely unacceptable. As you know this is not the first time this line has gone down and each time it's been down the problem gets traced to the Alcatel
> > box provided by France Telecom. We are now seriously considering a new ISP provider as the level of  service from Claranet France has been appalling.
We are progressing... but it's not easy to find the origin of the problem on this line... The complete configuration has been check on our side, the complete ATM path has been reconstructed by France Telecom
. We have told them that the modem has been changed twice... but now, they want us to do some loop tests with them on your DSLAM...
Is it ok if we do these test today ? The line will be disconnected  while we are doing them.

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>> > > Okay, they have the modem, also the line seems to be working (they've got synchro), and the router has been received, but they don't have a technician available just yet to plug it in.
We've arranged to call back this afternoon to make sure the hooking up goes okay. We have raised a ticket on this line (disconnection every 15 seconds). hese kind of problems often occurs on
a new setup. We'll keep you informed as soon as we have more informations.

Hello again,

We and our telco have checked the line and everything seems to be configured properly. In this case, the best thing to do is to remove the router and plug an XP machine directly (so we are sure that
the problem is not coming from the router). It was not possible for M. Dolay to do this test this afternoon, so, it'll be done tomorrow at 9:00am.
We will keep you informed as soon as we get more informations.

Cheers
r1

>> > > In other news, the mpls config ought to be in place, and my collegue Arnaud Le Taillanter will be contacting  Evan to do some tests, as soon as the client has managed to connect...
>>> > > >
>>>> > > > > I can work out from the correspondance below that they have received the 9T modem but not the necessarily the Claranet Router. Can someone from Claranet France call Mr Blondel and
>>>>>>>>>>>> check that he definitely received our kit? It seems that he hasn't been contacted by us. His   contact details are below:
>>> > > > That's the impression I gather as well. I'll get one of my collegues to contact Mr.Blondel now...
>>>> > > > >
>>>> > > > > The router has been supplied by Claranet and has been installed and configured by 9 Telecom at SIV X Lille. In fact, it isn't a router but a modem. This modem isn't configured with an
>>>>>>> > >> IP adress, but I think it obtains its adress from a Claranet server. You have to see with Claranet to validate the communication from your site to Lille. I phoned to M. Blondel
>>>>>>> > >> this morning. Nobody from Claranet tried to contact him yesterday. But no problem, Dominique Blondel is waiting for a plan of the different tasks he will have to deal with for Claranet.
>>>>>>> > >>  In the same time, SIV X is beginning to prepare the security configuration needed to connect the modem to our network. The objective is to be ready to finalize the connection between September 1.

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> Dear Erwan,
>
>        Regarding our last conversation, our customer have given the password to your customer in France. The problem is that the customer in France is not able to access into the router by ssh.
>    Tomorrow he will try to enter using the program Putty, now he have not this program and from Spain he can not send the program using  the adsl.
>        Tomorrow afternoon we would speak again if the customer on the morning has made finally  the test reported. I arranged with the customer once he or the customer in Lyon
>    have made the test he will contact me in order to report to us the results. Then our Support Department will sent you this results.
>

hello Xavier,

Nabila has done the tests with the customer (who was brilliant :)). It took them 10 minutes. The diagnostic is that the line is not properly working (synchro is OK, but connectivity to the DSLAM is down).
In fact, a ticket with our telco is opened since yesterday and we have asked for some feedback today at 3:00pm. Infortunatly, there's no SLA on the line...
We will keep you informed as soon as we have more informations.

Cheers
r1
> > >
> >>  Dear Nabila,
> >>
> >>      We just explained again the situation to the customer, and we informed him we and ClaraFR are not able to access to the router because it is not managed for us. For this reason we insist him that
> >>  he must do the test required or contact with our sales department in order to buy another equipment managed for us or for ClaraFR.  Finally now he inform us that he have the login and password to
> >>  access the router but he not wants to give these data to his contact in Lyon because there are not a technician in Lyon, only administrative personal.
> >>  For security reasons he prefers contact directly with ClaraFR and give you the access data in order to assist the contact in Lyon, so our costumer in Spain or the contact in Lyon contact with you
> >>  again but now he give you the access data. I understand that on this way, your team will be able to assist him.
> >>
> >
> >2 solutions :
> >- "your" customer gives the password to "our" customer in france. So we > can do our test with the guy in france (very easy). we send a router to "our" customer with the test login/password
> > configured, so we can test the line (slow and complicated)
> >
> >>>>>Dear Nabila,
> >>>>>
> >>>>>    Thanks for your confirmation. I understand your situation and that you are doing all the possible to resolve this. If you and the coustomer can not access to the router, it is impossible
> >>>>> to resolve anything.
> >>>>>    I have informed to the Sales Department about the situation concerning this problem in order to resolve it on this way, and on the other hand we will insist the customer in Spain that he should
> >>>>>try to enter into the router.
> >>>>>>           >>>>>>
> >>>>>>>Dear Nabila,
> >>>>>>>
> >>>>>>>   Concerning your answer I understand that  the owner of the router is the customer in Lyon and it is not managed by ClaraFR. Would you confirm this? From here, I am able to confirm you that the
> >>>>>>>router is not managed by ClaraES. In case the router is only managed by the customer, I understand that the solution will be other.
> >>>>>>>
> >>>>>>>
> >>>>>>>       >>>>>>>
> >>>>>>>             >>>>>>>
> >>>>>>I confirme you that the router isn't managed by claranetFR .The customer doesn't know how to access to his equipement to do tests so what is the solution  who can inform us about that ?
> >>>>>> our telco need this tests and is waiting for my answer about tests.
> >>>>>>i tried yesterday to do tests with te customer he doesn't know how to access to his router who know that ?
> >>>>>>
> >>>>>>>>>Dear Nabila,
> >>>>>>>>>
> >>>>>>>>>  First of all, thanks again for your help. Would you inform us about the results of this tests? The problem is that the final customer do not know how to manage the router because he is not a
> >>>>>>>>>technician and probably he have not access to the router so is not easy for him to do the test required.
> >>>>>>>>>  Would I ask you if it may be possible you will contact again with the customer to help him or perhaps there will be another alternative solution? The router of the customer is managed by him
> >>>>>>>>>or by ClaraFR?

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> I have been looking at the CCTs this morning and I can still see that CRCs are being generated and packets are being dropped to the Claranet peer  router.
> > Can you please provide us with information regarding what action has been taken and what further action you intend to take to resolve this on-going issue. We would like you to provide a telco
> > engineer to visit the site and intrusively test the CCTS between site and exchange as we believe that it is a physical line issue.
> > I look forward to hearing your response.

We are still waiting for some feedback from France Telecom. They are supposed to do some in depth testing on both lines (local loop). We will keep you informed as soon as we get more informations.

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So... We have talked with LDcom this morning and they've told us the customer has moved (not Bretigny sur Orge anymore but another city...). The France Telecom tech guy was not really happy...
We've have called M. Vermeil who has confirmed that... He also doesn't know the line number of the new location and same thing for us...
It is very important that you provide us the correct information when you raise tickets (line number, location and contact) which was not the case for this one (I have been told that the line number

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It appears that when the ADSL initially went down there was some confusion regarding the account and where it was billed. As Claranet UK were unable to see
any billing for the ADSL account, we were unable to support the initial ADSL issue.

After some further investigation it appeared that the ADSL was billed through Claranet Germany.  This was not the cause of the original ADSL downtime.

After the confusion regarding the ADSL billing had been rectified, the ADSL account had to be cancelled at Claranet UK so that there would be
no confusion in the future.

For our cancellation process, we have a dedicated team to cancel specific orders and products.  It appears that when the account side of the ADSL has been cancelled,
the physical ADSL was unexpectedly cancelled in error.
This was rectified as soon as possible and the ADSL was activated as soon as possible.  This was the cause of the last ADSL downtime. We can only apologise for the
unexpected ADSL loss and any inconvenience it may have caused to the company.
If you need further assistance on this matter or any other support, please do not hesitate to contact us.

Kind Regards,
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[[Catégorie:Claranet]]