topic Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up in Broadband

User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 16:58:32 GMT

Over the last three years I have had:

2 line shifts

1 new master socket (three faceplates / 2 ADSL filters)

1 new line to the house

1 replacement pole in the street

2 service providers

7 different routers ranging from BT Home hub through TP-Link SOHO VOIP

2 different IP addresses

More visits from OpenReach than from my mental health counsellor

and a big pile of frustration...

Does anyone know what these errors actually are? I've been told they may be for speed training, told they are part of an IP address change or possibly error correcting.

OpenReach say they are part of tests from my ISP, my ISP say they are nothing to do with them.

I'm being told by OpenReach they will not come for intermittent faults anymore

I'm being told by the Helpdesk that I have to either live with this or get OpenReach out again (see above)

No one on first line seems to be able to tell me exactly what these errors are and they do not seem to have any second line people I can talk to.

Some days its fine - today its dropped twice, record I think is about 14 in 4 days...

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 17:05:47 GMT

@adbeasley Where are these 'errors' appearing? Can you give us a bit more detail. What router /modem are you currently using?

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 17:18:27 GMT

Apologies - typed error rather than 'request' - not sure if I can change the title or if a mod can?

I'm currently using the second Plusnet router I have been sent:

Plusnet Hub One

Software version 4.7.5.1.83.8.289.1.3

In the WAN event log it reports:

15:41:12, 21 Mar. (49176.630000) PPP LCP Send Termination Request [User request]

and then goes though a full set of communication checks and restores connection.

The Tp-Link router gives a little more:

2022-02-14 16:30:00 [6] PPP: ppp1 sent [LCP TermReq id=0x3 "User request"]
2022-02-14 16:30:06 [3] PPP: ppp1 User request
2022-02-14 16:30:06 [3] PPP: ppp1 User request
2022-02-14 16:30:06 [6] PPP: ppp1 sent [LCP TermReq id=0x4 "User request"]

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 17:27:03 GMT

/No problem - I now know what you mean, and other Community members who may chip in with ideas will too. Keep using the Hub1 please - I understand the reports from that a little better, and it is easier to try and help you through that equipment.

This may seem an odd request, but can you carry out the requested checks in the following script?

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the HELP DESK tab from your Hub would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 17:51:59 GMT

Quiet line test shows nothing and the line is fine when the DSL drops (been on the phone when it dropped once).

I know the 2.4GHz is disabled on this box - I have my own access point that WiFi connects to.

I'll have to runt he BT test from my wife's machine when she is free - I'm WiFi only!

Last week the router was reporting 39.9Mbs downstream and the same 9.9Mbs upstream.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 18:04:14 GMT

Thanks for that information - the things that shout at me immediately are: the current vs. the attainable data rates, the DSL uptime (probably due to you losing the DSL connection) and the downstream SNR. You have a problem, and I suspect it is somewhere in the BT/OR infrastructure - probably between you and the local cab, but I shall wait for the results of the BTW speed test before commenting further.

Could you post your current WAN log, please?

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

dvorak — Mon, 21 Mar 2022 18:20:18 GMT

Moderators Note

This topic has been moved from ADSL Broadband to Fibre

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 18:35:18 GMT

Oh - I've moved! I had assumed 'fibre' was FTTP not FTTC - sorry about that.

If the IP profile is what I think it is (max available set by the exchange software) then I am being strapped down to try and fix this...

Wan log below (and a TP-Link version attached - has more message detail) - the current router only went in this weekend so its short. Unfortunately I see the night time drops as my health impacts my hours (e.g. it was 05:30 this morning when I went to bed).

Time and date Message
15:43:57, 21 Mar. (49341.390000) WAN operating mode is VDSL
15:43:57, 21 Mar. (49341.390000) Last WAN operating mode was VDSL
15:43:55, 21 Mar. (49340.110000) PPP IPCP Receive Configuration ACK
15:43:55, 21 Mar. (49339.930000) PPP IPCP Send Configuration Request
15:43:55, 21 Mar. (49339.920000) PPP IPCP Receive Configuration NAK
15:43:55, 21 Mar. (49339.920000) PPP IPCP Send Configuration ACK
15:43:55, 21 Mar. (49339.920000) PPP IPCP Receive Configuration Request
15:43:55, 21 Mar. (49339.900000) PPP IPCP Send Configuration Request
15:43:54, 21 Mar. (49338.770000) PPPoE is up - Down Rate=33478Kbps, Up Rate=9973Kbps; SNR Margin Down=10.9dB, Up=6.1dB
15:43:54, 21 Mar. (49338.760000) CHAP authentication successful
15:43:54, 21 Mar. (49338.670000) CHAP Receive Challenge
15:43:54, 21 Mar. (49338.670000) Starting CHAP authentication with peer
15:43:54, 21 Mar. (49338.660000) PPP LCP Receive Configuration ACK
15:43:54, 21 Mar. (49338.660000) PPP LCP Send Configuration ACK
15:43:54, 21 Mar. (49338.650000) PPP LCP Send Configuration Request
15:43:54, 21 Mar. (49338.650000) PPP LCP Receive Configuration Request
15:43:54, 21 Mar. (49338.590000) CHAP Receive Challenge
15:43:54, 21 Mar. (49338.590000) Starting CHAP authentication with peer
15:43:54, 21 Mar. (49338.580000) PPP LCP Receive Configuration ACK
15:43:54, 21 Mar. (49338.580000) PPP LCP Send Configuration Request
15:43:54, 21 Mar. (49338.570000) PPP LCP Receive Configuration Reject
15:43:54, 21 Mar. (49338.570000) PPP LCP Send Configuration ACK
15:43:54, 21 Mar. (49338.570000) PPP LCP Receive Configuration Request
15:43:54, 21 Mar. (49338.570000) PPP LCP Send Configuration Request
15:43:06, 21 Mar. (49290.990000) PTM over DSL is up
15:41:15, 21 Mar. (49179.370000) PTM over DSL is down after 817 minutes uptime
15:41:15, 21 Mar. (49179.370000) PPPoE is down after 816 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
15:41:12, 21 Mar. (49176.630000) PPP LCP Send Termination Request [User request]
02:04:53, 21 Mar. ( 197.790000) WAN operating mode is VDSL
02:04:53, 21 Mar. ( 197.790000) Last WAN operating mode was VDSL
02:04:51, 21 Mar. ( 196.570000) PPP IPCP Receive Configuration ACK
02:04:51, 21 Mar. ( 196.400000) PPP IPCP Send Configuration Request
02:04:51, 21 Mar. ( 196.390000) PPP IPCP Receive Configuration NAK
02:04:51, 21 Mar. ( 196.390000) PPP IPCP Send Configuration ACK
02:04:51, 21 Mar. ( 196.390000) PPP IPCP Receive Configuration Request
02:04:51, 21 Mar. ( 196.370000) PPP IPCP Send Configuration Request
02:04:50, 21 Mar. ( 195.330000) PPPoE is up - Down Rate=33478Kbps, Up Rate=9905Kbps; SNR Margin Down=17.3dB, Up=6.4dB
02:04:50, 21 Mar. ( 195.310000) CHAP authentication successful
02:04:50, 21 Mar. ( 195.160000) CHAP Receive Challenge
02:04:50, 21 Mar. ( 195.160000) Starting CHAP authentication with peer
02:04:50, 21 Mar. ( 195.160000) PPP LCP Receive Configuration ACK
02:04:50, 21 Mar. ( 195.060000) PPP LCP Send Configuration ACK
02:04:50, 21 Mar. ( 195.060000) PPP LCP Send Configuration Request
02:04:50, 21 Mar. ( 195.050000) PPP LCP Receive Configuration Request
02:04:50, 21 Mar. ( 194.990000) CHAP Receive Challenge
02:04:50, 21 Mar. ( 194.990000) Starting CHAP authentication with peer
02:04:50, 21 Mar. ( 194.990000) PPP LCP Receive Configuration ACK
02:04:50, 21 Mar. ( 194.980000) PPP LCP Send Configuration Request
02:04:50, 21 Mar. ( 194.980000) PPP LCP Receive Configuration Reject
02:04:50, 21 Mar. ( 194.980000) PPP LCP Send Configuration ACK
02:04:50, 21 Mar. ( 194.970000) PPP LCP Receive Configuration Request
02:04:50, 21 Mar. ( 194.970000) PPP LCP Send Configuration Request
02:04:00, 21 Mar. ( 145.500000) PTM over DSL is up
02:02:10, 21 Mar. ( 34.650000) WAN Auto-sensing running.
02:01:06, 21 Mar. (57679.870000) PPP LCP Send Termination Request [User request]
10:03:02, 20 Mar. ( 196.340000) WAN operating mode is VDSL
10:03:01, 20 Mar. ( 195.000000) PPP IPCP Receive Configuration ACK
10:03:01, 20 Mar. ( 194.870000) PPP IPCP Send Configuration Request
10:03:01, 20 Mar. ( 194.860000) PPP IPCP Receive Configuration NAK
10:03:01, 20 Mar. ( 194.860000) PPP IPCP Send Configuration ACK
10:03:01, 20 Mar. ( 194.850000) PPP IPCP Receive Configuration Request
10:03:01, 20 Mar. ( 194.840000) PPP IPCP Send Configuration Request
10:03:00, 20 Mar. ( 193.690000) PPPoE is up - Down Rate=33478Kbps, Up Rate=9905Kbps; SNR Margin Down=17.6dB, Up=6.4dB
10:03:00, 20 Mar. ( 193.670000) CHAP authentication successful
10:03:00, 20 Mar. ( 193.590000) CHAP Receive Challenge
10:03:00, 20 Mar. ( 193.590000) Starting CHAP authentication with peer
10:03:00, 20 Mar. ( 193.580000) PPP LCP Receive Configuration ACK
10:03:00, 20 Mar. ( 193.570000) PPP LCP Send Configuration ACK
10:03:00, 20 Mar. ( 193.570000) PPP LCP Send Configuration Request
10:03:00, 20 Mar. ( 193.560000) PPP LCP Receive Configuration Request
10:02:59, 20 Mar. ( 193.510000) CHAP Receive Challenge
10:02:59, 20 Mar. ( 193.510000) Starting CHAP authentication with peer
10:02:59, 20 Mar. ( 193.500000) PPP LCP Receive Configuration ACK
10:02:59, 20 Mar. ( 193.500000) PPP LCP Send Configuration Request
10:02:59, 20 Mar. ( 193.490000) PPP LCP Receive Configuration Reject
10:02:59, 20 Mar. ( 193.490000) PPP LCP Send Configuration ACK
10:02:59, 20 Mar. ( 193.490000) PPP LCP Receive Configuration Request
10:02:59, 20 Mar. ( 193.490000) PPP LCP Send Configuration Request
10:02:10, 20 Mar. ( 143.850000) PTM over DSL is up

BT Wholesale report:

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 18:48:18 GMT

Thanks for that further information. I assume you on the 'Fibre' product and not 'Fibre Extra' - i.e. the 40/10 product?

If you are, then those figures are not too bad, but with your line attenuation, you should be getting more speed than currently. The constant disconnections won't help.

Hopefully one of the Help Team will be along soon and possibly provide the Radius log and GEA test - which may give us more of a clue, but quite honestly, you should not be seeing so many PPP drops.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

Dan_the_Van — Mon, 21 Mar 2022 18:55:19 GMT

One of the advantages of a Hub One is you can monitor the link, this can help towards diagnosing the issue.

http://www.vwlowen.co.uk/RouterStatsHub/routerstatshub.htm

You will need a PC which is left on all the time, wired is preferred. It can run 'minimised' so not to distract the user.

HTH

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 19:02:30 GMT

@adbeasley Looking at those charts again, I now suspect you are on the 'Fibre Extra' 80/20 product, but quite honestly, with such a low max, I would go for the 40/10 product. It won't solve the connection issues, but may save you a bit of cash. 😀

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

MisterW — Mon, 21 Mar 2022 19:49:47 GMT

@adbeasley the 'errors' aren't the problem, they're a consequence of the real problem , that is the DSL drops.

To explain, an Internet connection comprises a PPP ( point to point protocol ) connection to the plusnet gateway , which allocates an ip address and gives you a route to the internet. For an FTTC connection, his PPP connection is carried over a DSL ( digital subscriber line ) connection using the copper line to the cabinet.

In your case the DSL link is dropping , the PPP link can therefore no longer maintain the connection to the gateway and reports the errors you are seeing.

The dsl link should not be dropping with the frequency it appears to be and is indicative of a fault. The elevated snr on the downstream confirms that a fault exits and will need Openreach to investigate

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 19:45:26 GMT

@MisterW Totally agree. Just wondering out loud - could it be the port in the VDSL cab, as everything else seems to have been checked/replaced?

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

MisterW — Mon, 21 Mar 2022 19:56:03 GMT

It's possible , but I would have thought with the line shifts, another port would have been tried.

Basically it needs a fault reporting and PN to get OR to investigate.

The only problem may be that the line is synching JUST above the mgal , but with the frequency of drops OR should still accept a fault

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Mon, 21 Mar 2022 19:54:04 GMT

OK - just a thought. 😀

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 22:27:37 GMT

@Dan_the_Van

Thank you I had come across the RouterStats but assumed it was the BT version of the router only and as I'm running a Mac and have no Windows BootCamp option (let alone I.E.) I'm a bit stuck.

I do have Edge on my Mac and a x86 Linux box (plus a NAS and a few Pi boxes) but the HomeHub does not seem to support SNMP or telnet and I'm not up to creating a screen scrape with Python and Beautiful Soup at the moment - maybe in a few weeks when my mind settles again.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 22:42:57 GMT

@jab1

The package was 40/10 when I signed up but described as 'Unlimited Fibre' on the bills and account pages.

Like I say, the connection speed is slowly dropping at the moment as I keep changing kit - it's like the system is going through its training again and again but some days goes up others down.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

adbeasley — Mon, 21 Mar 2022 22:50:39 GMT

@MisterW

Would agree except the last time OR came in the house they were reporting the ISP was running tests before the line dropped and he said these '0x3 and 0x4' reports are the router logging the test. These 'tests' occurred anything up to 3 minutes before the router dropped the DSL connection (assuming times are correct - the TP-Link was sync'd to an external 3rd party NTP server).

Hence my original question - does anyone know what these actually are?

SNR drifts in and out depending on the day of the week - I did have a record of them and was seeing changes every hour but I've binned my records out of frustration TBH and am surprised I can put these notes up here.

I have OR due to call tomorrow BUT they have cancelled one call already.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

jab1 — Tue, 22 Mar 2022 07:59:53 GMT

@adbeasley wrote:

@jab1

The package was 40/10 when I signed up but described as 'Unlimited Fibre' on the bills and account pages.

Like I say, the connection speed is slowly dropping at the moment as I keep changing kit - it's like the system is going through its training again and again but some days goes up others down.

So you are on a 40/10 service - the 80/20 is 'Unlimited Fibre Extra'. While ever you are connecting/disconnecting equipment, the DLM equipment in the cab will think there are even more problems, and continue to try and compensate by increasing the SNR and lowering your connection speed.

I've never had a PN Hub or your other modem/router, but if there is a connect/disconnect button on the control panel, I would always use that before physically removing the Hub.

Re: User Error 0x3 and 0x4 - frequent drops OpenReach given up

MisterW — Tue, 22 Mar 2022 09:10:11 GMT

Would agree except the last time OR came in the house they were reporting the ISP was running tests before the line dropped and he said these '0x3 and 0x4' reports are the router logging the test.

Complete and utter rubbish! ISP's don't run routine tests. There are tests that they run to investigate a fault. These are required by Openreach ( they host the testing systems ) before a fault can be reported.

As I said above, those errors are reported by the PPP protocol losing contact with the gateway because the underlying DSL connection was lost.