topic Re: IP Profile reset request in Full Fibre

IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 13:23:49 GMT

Requesting an IP profile reset

For the past 6+months th eline has been very unstable. Intially i was seeing speeds fo 65mb down and 18-19mb down It then dropped to 45mb down. now it keeps creeping down to 30mb then 8mb and was 5mb before i restarted the router whioch brought it back up to 8mb.

The line flucuates alot now mostlty at the speeds of 8/15/30mb. as you can can also see in the screenshot the upload speed which normally is uneffected has over halved in speed to 9mb.

Ping is very high at 30-47 too.

Was previosuly with BT on a stable 67mb down and 19 up. with a stable ping of around 8-15ms around the clock.

Another issue is if i were at full speed, and to download something over 9mb/s it would knock out my connection to the router for a few mins without fail every time

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 13:28:47 GMT

After a second router reset and 30mins later after the Previous screenshot of the speed test

20mb down - 12mb up - 20ms ping

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 13:30:36 GMT

@BlackEagle That doesn't quite look to me to be a 'profile' problem - more like a network one to be honest. I suggest you follow my 'check' guide as below, excluding the BTW test which you have already completed.

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

BT Broadband(obscuring your phone number) and BTW Performance Tester - Please report the 'Additional Diagnostics', and sight of the Help Desk tab 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 you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 13:52:46 GMT

I do not hear any noise from the Quiet Line Test.

BTW performance tester in the screeenshot.

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 13:58:30 GMT

Thanks for that. No noise from the QLT is good.

Can you post your Help Desk from the router, please, and the WAN tab from the Event log? Picture below to help.

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 14:32:42 GMT

Help Desk -> See Screenshot

WAN Log -> See below

Recorded events

Time and date	Message
13:01:54, 06 Nov.	( 136.800000) WAN operating mode is VDSL
13:01:54, 06 Nov.	( 136.800000) Last WAN operating mode was VDSL
13:01:53, 06 Nov.	( 135.350000) PPP IPCP Receive Configuration ACK
13:01:53, 06 Nov.	( 135.350000) PPP IPCP Send Configuration Request
13:01:53, 06 Nov.	( 135.340000) PPP IPCP Receive Configuration NAK
13:01:53, 06 Nov.	( 135.340000) PPP IPCP Send Configuration ACK
13:01:53, 06 Nov.	( 135.330000) PPP IPCP Receive Configuration Request
13:01:53, 06 Nov.	( 135.320000) PPP IPCP Send Configuration Request
13:01:51, 06 Nov.	( 134.050000) PPPoE is up - Down Rate=72928Kbps, Up Rate=19999Kbps; SNR Margin Down=3.0dB, Up=6.1dB
13:01:51, 06 Nov.	( 134.040000) CHAP authentication successful
13:01:51, 06 Nov.	( 134.000000) CHAP Receive Challenge
13:01:51, 06 Nov.	( 134.000000) Starting CHAP authentication with peer
13:01:51, 06 Nov.	( 133.990000) PPP LCP Receive Configuration ACK
13:01:51, 06 Nov.	( 133.990000) PPP LCP Send Configuration Request
13:01:51, 06 Nov.	( 133.980000) PPP LCP Receive Configuration Reject
13:01:51, 06 Nov.	( 133.980000) PPP LCP Send Configuration ACK
13:01:51, 06 Nov.	( 133.980000) PPP LCP Receive Configuration Request
13:01:51, 06 Nov.	( 133.980000) PPP LCP Send Configuration Request
13:01:01, 06 Nov.	( 83.880000) PTM over DSL is up
13:00:13, 06 Nov.	( 35.370000) WAN Auto-sensing running.
12:12:06, 06 Nov.	( 136.030000) WAN operating mode is VDSL
12:12:06, 06 Nov.	( 136.030000) Last WAN operating mode was VDSL
12:12:05, 06 Nov.	( 134.670000) PPP IPCP Receive Configuration ACK
12:12:05, 06 Nov.	( 134.660000) PPP IPCP Send Configuration Request
12:12:05, 06 Nov.	( 134.650000) PPP IPCP Receive Configuration NAK
12:12:05, 06 Nov.	( 134.650000) PPP IPCP Send Configuration ACK
12:12:05, 06 Nov.	( 134.650000) PPP IPCP Receive Configuration Request
12:12:05, 06 Nov.	( 134.630000) PPP IPCP Send Configuration Request
12:12:04, 06 Nov.	( 133.440000) PPPoE is up - Down Rate=73354Kbps, Up Rate=19999Kbps; SNR Margin Down=3.0dB, Up=6.1dB
12:12:04, 06 Nov.	( 133.420000) CHAP authentication successful
12:12:04, 06 Nov.	( 133.360000) CHAP Receive Challenge
12:12:04, 06 Nov.	( 133.360000) Starting CHAP authentication with peer
12:12:04, 06 Nov.	( 133.360000) PPP LCP Receive Configuration ACK
12:12:04, 06 Nov.	( 133.360000) PPP LCP Send Configuration Request
12:12:04, 06 Nov.	( 133.350000) PPP LCP Receive Configuration Reject
12:12:04, 06 Nov.	( 133.350000) PPP LCP Send Configuration ACK
12:12:04, 06 Nov.	( 133.350000) PPP LCP Receive Configuration Request
12:12:04, 06 Nov.	( 133.350000) PPP LCP Send Configuration Request
12:11:14, 06 Nov.	( 83.490000) PTM over DSL is up
12:10:25, 06 Nov.	( 34.910000) WAN Auto-sensing running.
15:20:59, 21 Oct.	( 134.140000) WAN operating mode is VDSL
15:20:59, 21 Oct.	( 134.140000) Last WAN operating mode was VDSL
15:20:58, 21 Oct.	( 132.840000) PPP IPCP Receive Configuration ACK
15:20:58, 21 Oct.	( 132.830000) PPP IPCP Send Configuration Request
15:20:58, 21 Oct.	( 132.820000) PPP IPCP Receive Configuration NAK
15:20:58, 21 Oct.	( 132.820000) PPP IPCP Send Configuration ACK
15:20:58, 21 Oct.	( 132.810000) PPP IPCP Receive Configuration Request
15:20:58, 21 Oct.	( 132.800000) PPP IPCP Send Configuration Request
15:20:57, 21 Oct.	( 131.700000) PPPoE is up - Down Rate=73311Kbps, Up Rate=19999Kbps; SNR Margin Down=3.0dB, Up=6.0dB
15:20:57, 21 Oct.	( 131.680000) CHAP authentication successful
15:20:57, 21 Oct.	( 131.640000) CHAP Receive Challenge
15:20:57, 21 Oct.	( 131.640000) Starting CHAP authentication with peer
15:20:57, 21 Oct.	( 131.640000) PPP LCP Receive Configuration ACK
15:20:57, 21 Oct.	( 131.630000) PPP LCP Send Configuration Request
15:20:57, 21 Oct.	( 131.630000) PPP LCP Receive Configuration Reject
15:20:57, 21 Oct.	( 131.630000) PPP LCP Send Configuration ACK
15:20:57, 21 Oct.	( 131.620000) PPP LCP Receive Configuration Request
15:20:57, 21 Oct.	( 131.620000) PPP LCP Send Configuration Request
15:20:07, 21 Oct.	( 81.560000) PTM over DSL is up
15:19:20, 21 Oct.	( 35.310000) WAN Auto-sensing running.
23:35:03, 27 Sep.	(2008191.130000) WAN operating mode is VDSL
23:35:03, 27 Sep.	(2008191.130000) Last WAN operating mode was VDSL
23:35:01, 27 Sep.	(2008189.200000) PPP IPCP Receive Configuration ACK
23:35:01, 27 Sep.	(2008189.190000) PPP IPCP Send Configuration Request
23:35:01, 27 Sep.	(2008189.180000) PPP IPCP Receive Configuration NAK
23:35:01, 27 Sep.	(2008189.180000) PPP IPCP Send Configuration ACK
23:35:01, 27 Sep.	(2008189.170000) PPP IPCP Receive Configuration Request
23:35:01, 27 Sep.	(2008189.090000) PPP IPCP Send Configuration Request
23:35:00, 27 Sep.	(2008187.300000) PPPoE is up - Down Rate=73526Kbps, Up Rate=19999Kbps; SNR Margin Down=3.0dB, Up=6.1dB
23:34:59, 27 Sep.	(2008187.290000) CHAP authentication successful
23:34:59, 27 Sep.	(2008187.230000) CHAP Receive Challenge
23:34:59, 27 Sep.	(2008187.230000) Starting CHAP authentication with peer
23:34:59, 27 Sep.	(2008187.230000) PPP LCP Receive Configuration ACK
23:34:59, 27 Sep.	(2008187.230000) PPP LCP Send Configuration Request
23:34:59, 27 Sep.	(2008187.220000) PPP LCP Receive Configuration Reject
23:34:59, 27 Sep.	(2008187.220000) PPP LCP Send Configuration ACK
23:34:59, 27 Sep.	(2008187.220000) PPP LCP Receive Configuration Request
23:34:59, 27 Sep.	(2008187.220000) PPP LCP Send Configuration Request
23:34:08, 27 Sep.	(2008135.760000) PTM over DSL is up
23:33:31, 27 Sep.	(2008099.240000) PTM over DSL is down after 20115 minutes uptime
23:33:31, 27 Sep.	(2008099.240000) PPPoE is down after 20114 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
23:33:28, 27 Sep.	(2008095.520000) PPP LCP Send Termination Request [User request]
00:19:06, 14 Sep.	(801241.100000) WAN operating mode is VDSL
00:19:06, 14 Sep.	(801241.100000) Last WAN operating mode was VDSL
00:19:04, 14 Sep.	(801239.840000) PPP IPCP Receive Configuration ACK
00:19:04, 14 Sep.	(801239.840000) PPP IPCP Send Configuration Request
00:19:04, 14 Sep.	(801239.820000) PPP IPCP Receive Configuration NAK
00:19:04, 14 Sep.	(801239.820000) PPP IPCP Send Configuration ACK
00:19:04, 14 Sep.	(801239.820000) PPP IPCP Receive Configuration Request
00:19:04, 14 Sep.	(801239.810000) PPP IPCP Send Configuration Request
00:19:03, 14 Sep.	(801238.730000) PPPoE is up - Down Rate=70483Kbps, Up Rate=19999Kbps; SNR Margin Down=3.0dB, Up=6.1dB
00:19:03, 14 Sep.	(801238.710000) CHAP authentication successful
00:19:03, 14 Sep.	(801238.680000) CHAP Receive Challenge
00:19:03, 14 Sep.	(801238.670000) Starting CHAP authentication with peer
00:19:03, 14 Sep.	(801238.670000) PPP LCP Receive Configuration ACK
00:19:03, 14 Sep.	(801238.670000) PPP LCP Send Configuration Request
00:19:03, 14 Sep.	(801238.660000) PPP LCP Receive Configuration Reject
00:19:03, 14 Sep.	(801238.660000) PPP LCP Send Configuration ACK
00:19:03, 14 Sep.	(801238.660000) PPP LCP Receive Configuration Request
00:19:03, 14 Sep.	(801238.660000) PPP LCP Send Configuration Request

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 14:36:43 GMT

Your WAN log is showing a number of disconnections from the network - which isn't a good sign. Can't see the Help Desk screenshot.

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 14:40:33 GMT

Correct, i have to frequently restart the router in an attempt to sometimes "fix" the slow connection

My appologies i didnt upload it

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 14:50:56 GMT

Thanks for that. From the Help Desk picture, the only thing that stands out is the 3dB U/S noise margin, although that could be a red-herring, given your line and signal attenuation figures - you must be sat almost on top of your local cab.

To be honest, I can't see anything in the detail you have provided to give rise to your connection problems, but a profile problem it certainly isn't.

Hopefully, one of the Help Team will pick this up and carry out tests which may give us a better clue as to the problem, but please be aware it is the weekend and they are a little thin on the ground.

I would avoid rebooting the hub too often - eventually DLM will assume you have a problem and intervene.

Re: IP Profile reset request

Baldrick1 — Sat, 06 Nov 2021 14:55:11 GMT

@jab1

Sorry to but in but I can only see one disconnection, this was after being up for 14 days, the rest are CHAP requests.

23:33:31, 27 Sep.

(2008099.240000) PPPoE is down after 20114 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]

The line connection is good.

I suspect that this is a wireless issue.

@BlackEagle are you testing over a wireless link? If so see what it's doing over an Ethernet connection.

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 14:59:30 GMT

No problem, @Baldrick1 - I admit to misreading that log. I also suspect a wireless issue, having been thinking about it.

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 15:03:10 GMT

This is over Wireless, Ethernet is not currently possible unless i were to get 40m ethernet cable. Like i say before i used to sit at 60mb up and 18 down over wireless (using Asus pc-88 wireless card + external antena's). recently its been capping out at 40-45mb and often sitting at 30/15/8mb til a restart the router with 50/50 success chance of it going back up to 45mb.

EDIT: I also own a cheap £5 2.4ghz wireless usb and it is also giving the same results.

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 15:05:47 GMT

It is possible in that case it could be the hub - did you use another one when getting the higher speeds?

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 15:10:18 GMT

Nothing has changed in the past two years. locations, hub, pc/wireless adapter.

Re: IP Profile reset request

Baldrick1 — Sat, 06 Nov 2021 15:11:58 GMT

@BlackEagle

It’s not expensive if you are desperate https://www.amazon.co.uk/World-Data-BLACK-Premium-Network/dp/B00O91S44K/ref=sr_1_5?adgrpid=568172035&hvadid=80058222453777&hvbmt=be&hvdev=c&hvlocphy=131806&hvnetw=s&hvqmt=e&hvtargid=kwd-16044896542%3Aloc-188&keywords=40m%2Bethernet%2Bcable&qid=1636211152&sr=8-5&th=1

If you log in to the hub you can see the firmware version. If it ends 263 or earlier then there’s a firmware update that might help, add a message to this thread. https://community.plus.net/t5/My-Router/Hub-One-5GHz-WiFi-issue/m-p/1696363#M15510

Re: IP Profile reset request

jab1 — Sat, 06 Nov 2021 15:16:43 GMT

@Baldrick1 The OP is on 289.1.1 FW.

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 15:21:19 GMT

Just done a anothe restart. went from 8mb to 35mb/s see attachment.

Seems the only thing to do at the moment is restart the router. seems to be a weekly to bi weekly thing i need to do to keep the connection some what in check

Re: IP Profile reset request

BlackEagle — Sat, 06 Nov 2021 15:23:55 GMT

I appreciate the the help time and effort from you guys though. Thank you.

But yes ethernet just isnt a viable option without making plenty of holes in the house

Re: IP Profile reset request

Baldrick1 — Sat, 06 Nov 2021 16:11:32 GMT

@BlackEagle wrote:

Seems the only thing to do at the moment is restart the router.

If it were me I would get a BT Smarthub from an auction site. They go for very little money. You will find setting instructions and other information pinned to the top of the Router boad

Re: IP Profile reset request

adam945 — Sun, 07 Nov 2021 19:15:04 GMT

Hey @BlackEagle

Thanks a lot for reaching out and I'm sorry to hear about the problems you've been having with your service. I've not been able to locate your Plusnet account through your community profile. I'd be more than happy to run some tests on your service to offer any further suggestions if you'd like to send me a PM with your account username.

Moderator's note(s):

Edited as requested by Op