topic Re: Regular drop outs in Broadband

Regular drop outs

JahPete — Wed, 08 Mar 2023 06:59:40 GMT

Hi,

I've recently been experiencing drop outs on a fairly regular basis. It reconnects quickly but as you can imagine this plays havoc with work such as zoom meetings etc..... It's been very stable for a long time so I wonder if something is happening elsewhere to be causing these dropouts? Cheers, Pete.

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 08:09:57 GMT

Morning Pete. Which Hub have got, and is there any indication in the Event Log of what the issue may be?

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 08:24:06 GMT

Hi John,

It's a Plusnet Hub 1..... I'm in the hub Manager but am unable to find the event log....

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 08:30:45 GMT

Navigate to this screen, and click the 'Event log' tab:

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 08:40:51 GMT

Okay got it....

There are lots of messages which could be negatives..... Such as:-

OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53872->[20.190.159.75]:443 on ppp3)
13:33:47, 07 Mar.	IN: BLOCK [4] Illegal packet options (TCP [120.238.95.85]:33812->[51.6.130.113]:5555 on ppp3)
12:13:59, 07 Mar.	(5798891.410000) Device disconnected: Hostname: COM-MID1 IP: 192.168.1.72 MAC: 28:24:ff:1b:57:55
12:13:58, 07 Mar.	ath00: STA 28:24:ff:1b:57:55 IEEE 802.11: Client disassociated
11:34:08, 07 Mar.	BLOCKED 1 more packets (because of First packet is Invalid)
11:34:06, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53759->[20.42.65.90]:443 on ppp3)
11:30:16, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53724->[40.70.161.102]:443 on ppp3)
11:22:10, 07 Mar.	BLOCKED 1 more packets (because of First packet is Invalid)
11:22:08, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53697->[40.126.32.74]:443 on ppp3)
10:57:21, 07 Mar.	(5794293.960000) Lease for IP 192.168.1.72 renewed by host COM-MID1 (MAC 28:24:ff:1b:57:55). Lease duration: 1440 min
10:57:21, 07 Mar.	(5794293.960000) Device connected to ath00: Hostname: COM-MID1 IP: 192.168.1.72 MAC: 28:24:ff:1b:57:55 via 28:24:ff:1b:57:55 Lease time: 1440 min. Link rate: 135.0 Mbps
10:57:21, 07 Mar.	(5794293.890000) Lease requested

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 08:49:19 GMT

Thanks for that, Pete. From the Event log drop-down (as this picture), can you select the 'WAN' option, and post it in full, please?

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 08:58:48 GMT

Hi,

I've tried to paste a copy of the WAN log here a couple of times but it keeps vanishing... Too big maybe?

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 09:01:08 GMT

Trying with just the past two days:-

08:54:44, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54685->[20.190.159.64]:443 on ppp3)
07:23:18, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54509->[40.99.205.114]:443 on ppp3)
06:07:49, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.99]:53906->[17.57.146.155]:5223 on ppp3)
06:05:44, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54499->[17.57.146.6]:5223 on ppp3)
06:02:06, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.99]:53906->[17.57.146.155]:5223 on ppp3)
04:33:07, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54473->[20.190.160.20]:443 on ppp3)
03:30:30, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54454->[40.126.32.134]:443 on ppp3)
02:23:56, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54431->[40.126.32.140]:443 on ppp3)
00:11:25, 08 Mar.	BLOCKED 1 more packets (because of First packet is Invalid)
00:11:23, 08 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54390->[40.126.31.69]:443 on ppp3)
21:54:40, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54332->[17.250.80.144]:443 on ppp3)
17:53:06, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:54051->[20.190.159.2]:443 on ppp3)
15:40:15, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53914->[40.126.31.67]:443 on ppp3)
14:32:32, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53872->[20.190.159.75]:443 on ppp3)
13:33:47, 07 Mar.	IN: BLOCK [4] Illegal packet options (TCP [120.238.95.85]:33812->[51.6.130.113]:5555 on ppp3)
11:34:08, 07 Mar.	BLOCKED 1 more packets (because of First packet is Invalid)
11:34:06, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53759->[20.42.65.90]:443 on ppp3)
11:30:16, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53724->[40.70.161.102]:443 on ppp3)
11:22:10, 07 Mar.	BLOCKED 1 more packets (because of First packet is Invalid)
11:22:08, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53697->[40.126.32.74]:443 on ppp3)
09:11:29, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53447->[40.126.31.71]:443 on ppp3)
08:06:23, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53412->[40.126.32.138]:443 on ppp3)
04:55:57, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53228->[20.190.160.22]:443 on ppp3)
01:58:19, 07 Mar.	IN: BLOCK [4] Illegal packet options (TCP [113.200.255.178]:38723->[51.6.130.113]:222 on ppp3)
00:34:51, 07 Mar.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.94]:53148->[40.126.32.68]:443 on ppp3)

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 09:17:46 GMT

Thanks - not what I was expecting, and to be honest, I can't understand that. Maybe @Dan_the_Van or @MisterW may have more of an idea?

Re: Regular drop outs

Dan_the_Van — Wed, 08 Mar 2023 09:27:41 GMT

@jab1 it's not what I would expect for the WAN category either, that is the Firewall activity, showing blocks which are not likely be the cause of the problem.

@JahPete in the event log category drop down select WAN and copy that, current and previous page should be enough to get an idea if you are getting any DSL down events.

Also a screenshot of the Help Desk page would be helpful, just make sure you blank out your broadband username.

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 09:33:35 GMT

WAN:-

06:01:49, 08 Mar.	(5862961.330000) WAN operating mode is VDSL
06:01:49, 08 Mar.	(5862961.330000) Last WAN operating mode was VDSL
06:01:48, 08 Mar.	(5862960.050000) PPP IPCP Receive Configuration ACK
06:01:48, 08 Mar.	(5862960.050000) PPP IPCP Send Configuration Request
06:01:48, 08 Mar.	(5862960.040000) PPP IPCP Receive Configuration NAK
06:01:48, 08 Mar.	(5862960.040000) PPP IPCP Send Configuration ACK
06:01:48, 08 Mar.	(5862960.030000) PPP IPCP Receive Configuration Request
06:01:48, 08 Mar.	(5862960.030000) PPP IPCP Send Configuration Request
06:01:46, 08 Mar.	(5862958.900000) PPPoE is up - Down Rate=23830Kbps, Up Rate=6224Kbps; SNR Margin Down=12.5dB, Up=6.0dB
06:01:46, 08 Mar.	(5862958.880000) CHAP authentication successful
06:01:46, 08 Mar.	(5862958.850000) CHAP Receive Challenge
06:01:46, 08 Mar.	(5862958.850000) Starting CHAP authentication with peer
06:01:46, 08 Mar.	(5862958.840000) PPP LCP Receive Configuration ACK
06:01:46, 08 Mar.	(5862958.840000) PPP LCP Send Configuration Request
06:01:46, 08 Mar.	(5862958.840000) PPP LCP Receive Configuration Reject
06:01:46, 08 Mar.	(5862958.840000) PPP LCP Send Configuration ACK
06:01:46, 08 Mar.	(5862958.830000) PPP LCP Receive Configuration Request
06:01:46, 08 Mar.	(5862958.830000) PPP LCP Send Configuration Request
06:00:56, 08 Mar.	(5862908.890000) PTM over DSL is up
06:00:24, 08 Mar.	(5862876.310000) PTM over DSL is down after 2661 minutes uptime
06:00:24, 08 Mar.	(5862876.310000) PPPoE is down after 2660 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
06:00:21, 08 Mar.	(5862873.310000) PPP LCP Send Termination Request [User request]
09:39:49, 06 Mar.	(5703246.390000) WAN operating mode is VDSL
09:39:49, 06 Mar.	(5703246.390000) Last WAN operating mode was VDSL
09:39:48, 06 Mar.	(5703244.720000) PPP IPCP Receive Configuration ACK
09:39:48, 06 Mar.	(5703244.710000) PPP IPCP Send Configuration Request
09:39:48, 06 Mar.	(5703244.700000) PPP IPCP Receive Configuration NAK
09:39:48, 06 Mar.	(5703244.700000) PPP IPCP Send Configuration ACK
09:39:48, 06 Mar.	(5703244.690000) PPP IPCP Receive Configuration Request
09:39:48, 06 Mar.	(5703244.690000) PPP IPCP Send Configuration Request
09:39:46, 06 Mar.	(5703243.230000) PPPoE is up - Down Rate=23830Kbps, Up Rate=6428Kbps; SNR Margin Down=12.3dB, Up=5.9dB
09:39:46, 06 Mar.	(5703243.210000) CHAP authentication successful
09:39:46, 06 Mar.	(5703243.170000) CHAP Receive Challenge
09:39:46, 06 Mar.	(5703243.170000) Starting CHAP authentication with peer
09:39:46, 06 Mar.	(5703243.170000) PPP LCP Receive Configuration ACK
09:39:46, 06 Mar.	(5703243.160000) PPP LCP Send Configuration Request
09:39:46, 06 Mar.	(5703243.160000) PPP LCP Receive Configuration Reject
09:39:46, 06 Mar.	(5703243.160000) PPP LCP Send Configuration ACK
09:39:46, 06 Mar.	(5703243.150000) PPP LCP Receive Configuration Request
09:39:46, 06 Mar.	(5703243.150000) PPP LCP Send Configuration Request
09:38:55, 06 Mar.	(5703192.500000) PTM over DSL is up
09:38:15, 06 Mar.	(5703151.650000) PTM over DSL is down after 2493 minutes uptime
09:38:15, 06 Mar.	(5703151.650000) PPPoE is down after 2492 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
09:38:11, 06 Mar.	(5703148.420000) PPP LCP Send Termination Request [User request]

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 09:35:05 GMT

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ83933754
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 06/12/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 03:33:40
6. Data rate:	6224 / 23830
7. Maximum data rate:	6224 / 36981
8. Noise margin:	6.0 / 12.6
9. Line attenuation:	25.8 / 23.9
10. Signal attenuation:	25.9 / 21.5
11. Data sent/received:	98.9 GB / 375.5 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-PTS3
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-PTS3-5ghZ
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	e8:ad:a6:d9:af:9c
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Re: Regular drop outs

Dan_the_Van — Wed, 08 Mar 2023 10:07:24 GMT

@JahPete

Your Hub One has been running for over 67 days, but you appear to be having regular DSL drops. The WAN log shows 8th, 6th March with a previous DSL down 2493 minutes before,this would be 4th March.

Do you have a landline phone and do you notice any noise when you use it? Dialing 17070 option 2, listen for any noise on the call. If you get noise report a phone fault here https://www.plus.net/help/report-a-problem/phone/#phone

It might be helpful to connect the Hub to the Openreach master socket using test socket found behind the faceplate, you will need a in-line microfilter for this. The reasoning behind this check is to eliminate any internal phone extension cable issues

My suspicion is you might have a line fault causing these drops which in case you can report the issue here

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

HTH

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 10:08:28 GMT

@Dan_the_Van Thanks.👍

@JahPete I would report a broadband fault, looking at that Help Desk.

Re: Regular drop outs

JahPete — Wed, 08 Mar 2023 10:26:48 GMT

The quiet line test revealed some very faint background interference..... If this is considered enough to be considered a fault, then I'll report it as you advised....

Thanks for all your help..

Pete.

Re: Regular drop outs

jab1 — Wed, 08 Mar 2023 10:30:09 GMT

@JahPete Report a phone fault first, if nothing comes of that, then report a broadband fault. There is something wrong with Openreach's equipment/circuits.

Re: Regular drop outs

JahPete — Fri, 24 Mar 2023 14:38:31 GMT

Hi again,

Since my last message we haven't experienced any dropouts (to my knowledge)..... However, the connection speed has been getting progressively slower.... It always used to connect around the 20 Mbps mark, but has recently gone from 15 and today it registered as 13 Mbps.... Coincidences? Cheers.... Pete.

Re: Regular drop outs

jab1 — Fri, 24 Mar 2023 15:51:13 GMT

@JahPete From that last comment, I would suggest the issue is still not solved.

Can you post current WAN logs and Help Desk, please?

Re: Regular drop outs

JahPete — Fri, 24 Mar 2023 16:21:26 GMT

1. Product name:	Plusnet Hub
2. Serial number:	+081441+NQ83933754
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.3 Last updated 06/12/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	3 days, 20:55:29
6. Data rate:	6655 / 17196
7. Maximum data rate:	6655 / 35224
8. Noise margin:	5.9 / 16.6
9. Line attenuation:	26.2 / 24.4
10. Signal attenuation:	26.2 / 21.8
11. Data sent/received:	7.2 GB / 20.7 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:	PLUSNET-PTS3
14. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security:	WPA2
16. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID:	PLUSNET-PTS3-5ghZ
18. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security:	WPA2
20. 5 GHz Wireless channel:	Automatic (Smart Wireless)
21. Firewall:	Default
22. MAC Address:	e8:ad:a6:d9:af:9c
23. Modulation:	G.993.2 Annex B
24. Software variant:	AA
25. Boot loader:	1.0.0

Re: Regular drop outs

JahPete — Fri, 24 Mar 2023 16:22:43 GMT

19:25:09, 20 Mar.	( 132.410000) WAN operating mode is VDSL
19:25:09, 20 Mar.	( 132.400000) Last WAN operating mode was VDSL
19:25:08, 20 Mar.	( 131.020000) PPP IPCP Receive Configuration ACK
19:25:08, 20 Mar.	( 131.020000) PPP IPCP Send Configuration Request
19:25:08, 20 Mar.	( 131.010000) PPP IPCP Receive Configuration NAK
19:25:08, 20 Mar.	( 131.010000) PPP IPCP Send Configuration ACK
19:25:08, 20 Mar.	( 131.010000) PPP IPCP Receive Configuration Request
19:25:08, 20 Mar.	( 131.000000) PPP IPCP Send Configuration Request
19:25:06, 20 Mar.	( 129.790000) PPPoE is up - Down Rate=17196Kbps, Up Rate=6655Kbps; SNR Margin Down=16.2dB, Up=5.9dB
19:25:06, 20 Mar.	( 129.780000) CHAP authentication successful
19:25:06, 20 Mar.	( 129.750000) CHAP Receive Challenge
19:25:06, 20 Mar.	( 129.750000) Starting CHAP authentication with peer
19:25:06, 20 Mar.	( 129.740000) PPP LCP Receive Configuration ACK
19:25:06, 20 Mar.	( 129.740000) PPP LCP Send Configuration Request
19:25:06, 20 Mar.	( 129.730000) PPP LCP Receive Configuration Reject
19:25:06, 20 Mar.	( 129.730000) PPP LCP Send Configuration ACK
19:25:06, 20 Mar.	( 129.730000) PPP LCP Receive Configuration Request
19:25:06, 20 Mar.	( 129.730000) PPP LCP Send Configuration Request
19:24:16, 20 Mar.	( 79.640000) PTM over DSL is up
19:23:32, 20 Mar.	( 35.090000) WAN Auto-sensing running.
19:22:26, 20 Mar.	(6947765.320000) PPP LCP Send Termination Request [User request]
02:23:12, 20 Mar.	(6886613.620000) WAN operating mode is VDSL
02:23:12, 20 Mar.	(6886613.620000) Last WAN operating mode was VDSL
02:23:11, 20 Mar.	(6886612.440000) PPP IPCP Receive Configuration ACK
02:23:11, 20 Mar.	(6886612.430000) PPP IPCP Send Configuration Request
02:23:11, 20 Mar.	(6886612.420000) PPP IPCP Receive Configuration NAK
02:23:10, 20 Mar.	(6886611.970000) PPP IPCP Send Configuration ACK
02:23:10, 20 Mar.	(6886611.970000) PPP IPCP Receive Configuration Request
02:23:10, 20 Mar.	(6886611.960000) PPP IPCP Send Configuration Request
02:23:09, 20 Mar.	(6886610.930000) PPPoE is up - Down Rate=17196Kbps, Up Rate=6353Kbps; SNR Margin Down=15.9dB, Up=6.0dB
02:23:09, 20 Mar.	(6886610.920000) CHAP authentication successful
02:23:09, 20 Mar.	(6886610.870000) CHAP Receive Challenge
02:23:09, 20 Mar.	(6886610.870000) Starting CHAP authentication with peer
02:23:09, 20 Mar.	(6886610.870000) PPP LCP Receive Configuration ACK
02:23:09, 20 Mar.	(6886610.870000) PPP LCP Send Configuration Request
02:23:09, 20 Mar.	(6886610.860000) PPP LCP Receive Configuration Reject
02:23:09, 20 Mar.	(6886610.860000) PPP LCP Send Configuration ACK
02:23:09, 20 Mar.	(6886610.860000) PPP LCP Receive Configuration Request
02:23:09, 20 Mar.	(6886610.860000) PPP LCP Send Configuration Request
02:22:19, 20 Mar.	(6886561.070000) PTM over DSL is up
02:21:46, 20 Mar.	(6886528.220000) PTM over DSL is down after 1044 minutes uptime
02:21:46, 20 Mar.	(6886528.210000) PPPoE is down after 1044 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
02:21:43, 20 Mar.	(6886525.220000) PPP LCP Send Termination Request [User request]