Internet down whole site after new fibre FSP 150-GE102Pro - HELP

[TMBS]

Hi everyone

 

Just when I thought I'd retired our Internet connection decides to go down!

 

Our technician was onsite today and rang me to say there was no Internet connection whole site. After further digging it appears that a BT engineer has been onsite over the holidays (without our knowledge or permission Premises just let him in) and installed a new FSP 150-GE102Pro which has a red light on the Access port. I presume this is where the issue lies but have no idea what to do to resolve it, our technician has already tried a reboot.

 

I'm presuming it was installed as part of our broadband upgrade and have contacted Schools Broadband but we've had no prior warning of this happening and haven't heard back from them yet. I've go no idea who to contact at BT as we've never dealt with them.

 

I can connect to the school network via my home VPN so the connection into the school is okay. We can also browse the network.

 

With GCSE downloads next week this is rather urgent and any help/advice would be gratefully recieved.

 

Thanks

[Steve21]

I’d assume that red port is just because you have no Ethernet plugged into it

 

If that top one is the new one it would need a connection to your router wouldn’t it?

 

Steve

[TMBS]

It was working apparently so I presumed the yellow network cable is going into the router.

I’m not on site until Monday though to check.

[junz]

I’d assume that red port is just because you have no Ethernet plugged into it

 

If that top one is the new one it would need a connection to your router wouldn’t it?

using

Steve

 

In our setup we have another fiber cable going from the SFP module in the adva unit into our Sophos XG unit however as Steve21 has suggested you may be able to use the Ethernet port for your setup. It maybe worth trying to take the red Ethernet cable plugged into the old unit and plugging it into the Ethernet port in the top unit.

[MatthewL]

Ok little confused here.

 

You say you can connecting to the school network via VPN so you must have internet for that to work?

 

If you have had a change do you not just need to move the red cable from one ADVA to the other?

 

Have you raised this with your ISP that your connection is down, surely they will be able to advise?

[3s-gtech]

Odd. That’s not connected to your network - it’s connected to the single mode fibre but not your router. The engineer has just installed it - I’d suggest that it’s not fully configured.

 

The fact you can get in, probably through the other fibre and transceiver, suggests that’s fine.

 

The big question then, is what is your connection going through to get to the internet? Offsite proxy or firewall, that the VPN bypasses?

 

Just spotted the S3 - does that upstream to another SW?

Edited August 19, 2022 by 3s-gtech

[SchoolsBroadband]

I’d assume that red port is just because you have no Ethernet plugged into it

 

If that top one is the new one it would need a connection to your router wouldn’t it?

 

Steve

 

at first glance that looks the same to me too. We can't see the fibre cables going to the BT fibre tray but assuming they are in ok the work the BT engineer did shouldn't have taken your Internet connection down.

 

Dave

[TMBS]

Ok little confused here.

 

You say you can connecting to the school network via VPN so you must have internet for that to work?

 

If you have had a change do you not just need to move the red cable from one ADVA to the other?

 

Have you raised this with your ISP that your connection is down, surely they will be able to advise?

 

I’m connected from home. Not managed to get in school yet. SBB have been contacted but the connection to school is okay. Our account manager is on holiday so not one seems to know who arranged for BT to go in.

[Steve21]

I’m connected from home. Not managed to get in school yet. SBB have been contacted but the connection to school is okay. Our account manager is on holiday so not one seems to know who arranged for BT to go in.

 

One other thing that springs to mind, if you're still using that Smoothwall it doesn't look like it's actually turned on (unless you turned the status LCD off), so it could just be a case of you can't get out because your proxy is offline etc unless you aren't using that anymore?

 

Steve

[TMBS]

One other thing that springs to mind, if you're still using that Smoothwall it doesn't look like it's actually turned on (unless you turned the status LCD off), so it could just be a case of you can't get out because your proxy is offline etc unless you aren't using that anymore?

 

Steve

 

No we don’t use the Smoothwall box anymore. We’re with Schools Broadband so everything filtering/firewall is offsite.

 

I’m going in tomorrow and hopefully plugging a network cable into the router will resolve the issue. Otherwise I’m not sure what to do and who to contact…

[Roberto]

Otherwise I’m not sure what to do and who to contact…

 

Schools Broadband must have a service desk?

[TMBS]

Schools Broadband must have a service desk?

 

I contacted them on Friday and they’re supposed to be getting back to me. The connection to the school is okay though…

I’m just hoping they know who has installed the equipment and why!

[3s-gtech]

I’d be very surprised if you can solve it by plugging in to that router - unless you know exactly what routing is set up. With your connection still being live (if you can VPN in) it sounds like the offsite filtering is at fault.

[FN-GM]

Going off what has been said here I agree that this new equipment is likely a red herring. There is an issue somewhere else.

[IrritableTech]

As above. I don’t think this new connection has anything to do with the issue. A BT engineer isn’t going to swap cables around either.

 

You’ve got a connection into school - your internet is working and schools broadband have confirmed this. Your physical layer is good.

 

Now start diagnosing this issue. Are your clients getting a valid IP, are they able to ping internally? If not look to your DHCP server. If you give a client a valid manually assigned address do you get any further?

 

Can they ping externally - 8.8.8.8 for example? If so look to dns. If not you might have an internal routing issue.

 

Are the clients getting the right gateway address? Is the subnet correct so client can send traffic on to it?

 

Do you use vlans? If so is your config good? Was a change made but the config wasn’t written back? Could your router/core switch just need a reboot for some unknown reason?

 

Are clients getting a valid DNS server? Confirm it is responding correctly by doing an nslookup. Are all your dns servers giving correct responses? If not is dns running? Do you need to clear the cache? Have you actually got an issue with your AD infrastructure?

 

If DNS is working start to investigate the schools broadband proxy which is typically transparent. Go to 888.com and see if you are getting a valid response from the proxy (should be blocked by default). If not perhaps your old smoothwall proxy has snuck back in via gpo to your browser?

 

Have your servers and clients got the right time?

 

Check your schools broadband proxy certificate is loaded on your clients.

 

The schools broadband service desk can help more if none of the above helps. Ring them back, if they’ve nothing to update you with they won’t ring you back.

Edited August 21, 2022 by IrritableTech

[TMBS]

I just wanted to say a big thank you for everyone who responded, especially over the weekend!

 

The new equipment was a red herring! I tried swapping the network cable, switching the new equipment off, connection a laptop to the router but all to no avail. Interestingly the phones (VOIP) and Team Viewer would connect. Spent over an hour on the phone to Schools Broadband support and eventually they found a change had been made their end...

 

Persistance and not being fobbed off worked on this occasion and our Internet is back up in time for exams download. I can now breathe a sigh of relief and relax into (semi) retirement!

[DrCheese]

Spent over an hour on the phone to Schools Broadband support and eventually they found a change had been made their end...

 

Colour me shocked, whenever I see Internet grumbles on here it's always this company...