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[BUG] XG v16/17 PPPOE doesn't endlessly tries to reconnect

Hi All,

i have a weird issue concerning clients with xDSL lignes, with a modem bridged and connected to wan port of the XG.

There are more and complains about internet failures (different clients, different DSL providers, different modems), and in most of the cases the pppoe Wan port status is "Disconnected".

Just by clikcing on "connect" connection goes up immediatly !

Is there a way to force the XG to retry enlessly to reconnect ?! (which should be a basic thing !!!!)

Thanks !



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  • Hello All,

    If you are experiencing issues related to this, please raise a support case mentioning the tracking ID NC-62029 and also PM me with your support case number for further investigation and follow up.

    As a temporary workaround you can perform the following:

    • Set a specific time when the PPPoE link reconnects (May work for certain situations)
    • Manually save the PPPoE configuration or connect manually from the UI

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hi there

    I have logged 2 cases today for this issue. Although I have 3 units that have experienced the problem, one of the units is not under maintenance.

    One unit is an XG230 Running 17.5.MR9. This unit presently has an uptime of 159 Days. It was a hardware upgrade from an XG125 in March 2020 and was running fine until 2 weeks ago and has experienced the problem 4 times in 2 weeks.

    The other unit is an XG210. Running 17.5.MR8. This unit has an uptime presently of 211 Days, has not been upgraded initially due to scheduling issues with the customer, but recently due to known issues with firmware which will impact their operations. Today is the first occurrence of the issue there. This site is a dedicated fiber link, no other issues, just the PPPOE dropping at 4:50am and no attempts for a reconnect.

    Given the details on these 2 units, this has to be an induced bug from either the SQL Injection fix or the HTTP/S Bookmarks retirement. I also continually see Alert messages about these fixes being applied, this is now several months after the fix was released. The alerts have been viewed, but are still listed as under 5 minutes ago. 

    With ISP's moving to using PPPOE on dedicated links like Fixed Wifi and Fiber rather then fixed IP, this issue needs serious investigation now

    Regards,

    Gavin Daniels. DipIT(Networking)

     

     
  • Hello Gavin,

    Thank you for contacting the Sophos Community.

    I have followed up with both engineers and replied to your PM.

    Regards,


     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • hi  

    We haven't hear nobody's back on the pppoe issue !!!

    Another 2 clients impacted last sunday, i will consider to send the bill to sophos to cover the extra hours overpaid of my technicians, only because sophos is not able to maintain or reconnect a pppoe link, which a simple 20€ modem can !!!!

    this is not acceptable (again), and the time needed to troubleshoot this major issue is not more acceptable.

  • Hi,

    have you started a support case for each of your affected customers?
    ian

    XG115W - v20 GA - Home

    XG on VM 8 - v20 GA

    If a post solves your question please use the 'Verify Answer' button.

  • hi  

    no, i can't spend my time to open ticket for a system issue, for dozens of XG, that does not seems to be seriously handled by sophos, 

    i opened one ticket, with an ideal case because the pppoe link could stay disconnected for investigations. and i have no news since days.

  • Yes a 20 € modem should do better than my XG to maintain the connection.

    I personally plugged back my provider's box (you know we need to work sometimes).

    I really think my last option is the change for another brand.

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