topic Re: frequent loss of Broadband connection in Broadband

frequent loss of Broadband connection

mcacciagrano — Mon, 10 Oct 2022 18:16:33 GMT

Hi,

Since yesterday I am experiencing slow internet connections at times.

Since this evening, I am also losing connection, even every few minutes.

This is in the log:

19:05:24, 10 Oct.	( 6942.770000) CWMP: session closed due to error: Could not resolve host
19:05:24, 10 Oct.	( 6942.760000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
19:05:24, 10 Oct.	( 6942.750000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:04:54, 10 Oct.	( 6912.330000) CWMP: session closed due to error: Could not resolve host
19:04:54, 10 Oct.	( 6912.300000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
19:04:54, 10 Oct.	( 6912.300000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:04:53, 10 Oct.	( 6911.890000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:04:52, 10 Oct.	( 6910.120000) PTM over DSL is down after 5 minutes uptime
19:04:52, 10 Oct.	( 6910.100000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
19:04:48, 10 Oct.	( 6907.050000) PPP LCP Send Termination Request [User request]

Perhaps there is a fault somewhere?

Thanks

marina

Re: frequent loss of Broadband connection

jab1 — Mon, 10 Oct 2022 18:37:27 GMT

@mcacciagrano Which Hub are you using? - that data is a little cryptic and of not much use, tbh.

Re: frequent loss of Broadband connection

mcacciagrano — Mon, 10 Oct 2022 20:09:19 GMT

Hi,

The modem is a PlusNet Hub One.

The log show that PPP goes down, and when it tries to re-establish the connections, it fails because it is unable to resolve the host https://pbthdm.bt.mo

To me it looks like a physical problem, some cable gets disconnected.

It has been up for a while now.

By the look of the log, last event has been at 19:46:

19:46:45, 10 Oct.	( 9423.620000) PTM over DSL is down after 40 minutes uptime
19:46:45, 10 Oct.	( 9423.610000) PPPoE is down after 39 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
19:46:42, 10 Oct.	( 9420.610000) PPP LCP Send Termination Request [User request]

Thanks,

marina

Re: frequent loss of Broadband connection

jab1 — Mon, 10 Oct 2022 20:15:00 GMT

@mcacciagrano Sorry - should have realised it was a Hub1.

From that small snippet, it looks like there could be an issue in the BT/OR network, but a much longer excerpt from the log - preferably the WAN tab - would be more helpful.

Re: frequent loss of Broadband connection

Dan_the_Van — Tue, 11 Oct 2022 06:44:28 GMT

@mcacciagrano the CWMP related messages you are seeing are the results of PPPoE down and not the cause.

CWMP or TR-069 has no bearing on the connection of the router to the internet.

PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

This message will be a result of a break of the DSL connection. As John says the WAN log holds the story.

If there is an issue with your connection then I suggest you report a fault

https://www.plus.net/help/report-a-problem/

HTH

Re: frequent loss of Broadband connection

mcacciagrano — Tue, 11 Oct 2022 06:53:45 GMT

Good morning,

Thank you for the explanation.
I thought I had sent a reply yesterday, with some WAN log lines, but I cannot see it today.. perhaps the text was too long.

The last 'PPPoE is down' event was at 01:59AM

The modem GUI doesn't allow for logs downloads, I have then copy-paste the 3 pages of text of what seems to be the WAN log (Event Log, Category: WAN) into the attached file. I hope it helps.

Thanks

marina

Re: frequent loss of Broadband connection

mcacciagrano — Tue, 11 Oct 2022 06:55:08 GMT

Thank you for the link.

I'll report the problem

Re: frequent loss of Broadband connection

Gandalf — Wed, 12 Oct 2022 11:10:11 GMT

Hey Marina,

I'm really sorry to see you're experiencing connection issues. I see we arranged an engineer who went out today. I've tested your line just now following this and the tests aren't showing any issues.

Out of interest, what did the engineer say?

Re: frequent loss of Broadband connection

mcacciagrano — Wed, 12 Oct 2022 14:57:26 GMT

Hi Gandalf,

Thank you for the message.

The engineer checked and tested the cabling in the cabined at the ground floor.

The conclusion is that my modem needs replacement.

Hopefully I will be sent one, and I hope to the new address.

I am waiting to be contacted for the shipping address confirmation.

Cheers,

marina

Re: frequent loss of Broadband connection

Gandalf — Wed, 12 Oct 2022 15:28:22 GMT

Hi Marina,

Ah no problem, I've just sent a router to your new address for you which you should receive within 3 to 5 working days.

I hope this helps!

Cheers