topic Re: Repeated connection drop outs in Full Fibre

Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 08:57:53 GMT

So I am still having broadband issues including a drop from 30mbps down to 1-2mbps everyday, at least once or twice.
Same wired or wireless.
For the last week I have lost all BB connection and the router does its disco of green amber and blue before connecting again.
This cannot be wireless signal interference! If happening on wired as well .
Is this a known issue across the board or just me.
I still seem to be capped to 35mbps (never acheiving more than 30) despite being able to achieve 40+.
I have done all the checks I can myself. And resorted to tethering my fire TV to my phone to actually watch a streaming service.....
#pullinghairout

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 12:05:23 GMT

@Ridethesplit Sounds like you have issues. 😉

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: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 12:28:35 GMT

I will do.
The way things are I will not be renewing when contract ends.

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 12:33:23 GMT

Thanks. Note though that if this a BT/OR problem, it may well follow you to any other ISP who use the BT network/infrastructure.

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 12:40:35 GMT

Done the silence test, and all is silent...

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:06:53 GMT

BT Broadband

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
WBC FTTP	Upto 1000	Upto 220	--	Available	1 Stage

Observed Speeds	VDSL
Max Observed Downstream Speed	35
Max Observed Upstream Speed	9.5
Observed Date	2021-11-06

Other Offerings	Availability Date
VDSL Multicast	Available

Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	N
Last Test Date	13-03-2021

Exchange Product Restrictions	Status
FTTP Priority Exchange	Y
WLR Withdrawal	N
SOADSL Restriction	Y

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:08:38 GMT

Additional Diagnostics

Summary of Performance Test

Timestamp

Sunday 7 November 2021 | 13:5:56

Ping

105 Ms

Download

20.34 Mbps

Upload

8.96 Mbps

Advance Test

Download Test

Download speed achieved during the test was 20.34 Mbps

For your connection, the acceptable range of speeds is 20 - 33.88 Mbps

IP Profile for your line is 33.88 Mbps

20.34 Mbps

33.88 Mbps

Upload Test

Upload speed achieved during the test was 8.96 Mbps

IP Profile for your line is 10 Mbps

8.96 Mbps

10 Mbps

Summary Advanced Test

We were unable to identify any performance problem with your service at this time.

It is possible that any problem you have experienced may have been caused by traffic congestion or by a server responding slowly.

Please visit the "SpeedTest Guidance" for more information.

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 13:13:00 GMT

Thanks for those two messages. Good to see the phoneline isn't an issue - which kind of points to the VDSL side of things.

The Availability Report indicates you can get FTTP - but not with PN (at present). As a point of interest, it is better to post a screenshot, as there may be detail on there which you may regard as irrelevant, which is/could be useful.

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:13:15 GMT

1. Product name:	Plusnet Hub
2. Serial number:	---------------------------
3. Firmware version:	Software version 4.7.5.1.83.8.289.1.1 Last updated 01/07/21
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 04:23:51
6. Data rate:	9708 / 35000
7. Maximum data rate:	9976 / 45245
8. Noise margin:	6.2 / 8.2
9. Line attenuation:	31.7 / 22.0
10. Signal attenuation:	31.4 / 20.2
11. Data sent/received:	515.4 MB / 3.1 GB

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:16:58 GMT

Thanks, only just notices the icons to add images.......doh!

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:20:23 GMT

Is there anything I can get from the Router Event Log that might explain why it dropped signal completely and restarted by itself this morning?

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 13:25:12 GMT

If you select the WAN tab and post the output, it may help.

I can't see anything significant in your data as posted to explain this situation - it may be an idea to wait for PN Help Team intervention.

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 13:39:07 GMT

It was all good with nothing to report from 4pm yesterday,

then this on the WAN report today

Time and date	Message
08:49:18, 07 Nov.	( 101.330000) WAN operating mode is VDSL
08:49:18, 07 Nov.	( 101.330000) Last WAN operating mode was VDSL
08:49:16, 07 Nov.	( 99.770000) PPP IPCP Receive Configuration ACK
08:49:16, 07 Nov.	( 99.760000) PPP IPCP Send Configuration Request
08:49:16, 07 Nov.	( 99.750000) PPP IPCP Receive Configuration NAK
08:49:16, 07 Nov.	( 99.740000) PPP IPCP Send Configuration ACK
08:49:16, 07 Nov.	( 99.730000) PPP IPCP Receive Configuration Request
08:49:16, 07 Nov.	( 99.730000) PPP IPCP Send Configuration Request
08:49:15, 07 Nov.	( 98.360000) PPPoE is up - Down Rate=35000Kbps, Up Rate=9708Kbps; SNR Margin Down=8.2dB, Up=6.2dB
08:49:15, 07 Nov.	( 98.350000) CHAP authentication successful
08:49:15, 07 Nov.	( 98.290000) CHAP Receive Challenge
08:49:15, 07 Nov.	( 98.290000) Starting CHAP authentication with peer
08:49:15, 07 Nov.	( 98.290000) PPP LCP Receive Configuration ACK
08:49:15, 07 Nov.	( 98.280000) PPP LCP Send Configuration Request
08:49:15, 07 Nov.	( 98.270000) PPP LCP Receive Configuration Reject
08:49:15, 07 Nov.	( 98.260000) PPP LCP Send Configuration ACK
08:49:15, 07 Nov.	( 98.260000) PPP LCP Receive Configuration Request
08:49:15, 07 Nov.	( 98.260000) PPP LCP Send Configuration Request
08:49:01, 07 Nov.	( 84.720000) PTM over DSL is up
08:48:12, 07 Nov.	( 35.440000) WAN Auto-sensing running.

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 13:54:19 GMT

Thats the 'recovery' portion, Which indicates you are connected at almost optimum speeds - although something is restricting your download a little - at my guess you should be closer to 39000Kbps.

Do you have anything earlier, which may show the reason for the drop?

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 14:15:09 GMT

No, thats the first entry since 4pm yesterday.

Are there any phrases or words I should be looking for.

It happens everyday, at least once so I can go back through the last week.

Someone previously mentioned I had been 'capped' to 35000, which apparently was rectified (maybe not).

I have spent ages trying to find any form of random interference, but I have now found it is exactly the same hard wired.

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 14:18:32 GMT

I have gone back to the time I think it shut down and found this in the event log (not filtered to WAN)

What is a 'watchdog reset'?

08:48:08, 07 Nov.	( 31.130000) System up, firmware version: 4.7.5.1.83.8.289.1.1
08:47:54, 07 Nov.	( 17.930000) System start
08:47:54, 07 Nov.	( 17.930000) Boot reason: watchdog reset (cause: 0x3)

Re: Repeated connection drop outs

Baldrick1 — Sun, 07 Nov 2021 14:25:05 GMT

@Ridethesplit

Fault 0x3 can indicate that you hub is failing intermittently.

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 14:25:52 GMT

I can't answer your question directly. I have seen it mentioned previously, and, IIRC, it is an indication that something is not quite right with the router or network, but further than that I have real idea.

Unfortunately (or fortunately, depending on you point of view), I have never seen or used a Hub1, so what I know is only what I pick upon the forums.

Re: Repeated connection drop outs

jab1 — Sun, 07 Nov 2021 14:27:09 GMT

@Baldrick1 wrote:

@Ridethesplit

Fault 0x3 can indicate that you hub is failing intermittently.

Thanks, @Baldrick1 - thought it was something like that, but didn't want to commit myself.

Re: Repeated connection drop outs

Ridethesplit — Sun, 07 Nov 2021 14:37:29 GMT

4th September was a particularly bad day!

Doesn't help that I work form home too.

08:47:54, 07 Nov.	( 17.930000) Boot reason: watchdog reset (cause: 0x3)
15:27:42, 06 Nov.	( 18.020000) Boot reason: watchdog reset (cause: 0x3)
22:53:37, 04 Nov.	( 18.250000) Boot reason: watchdog reset (cause: 0x3)
13:03:00, 04 Nov.	( 17.990000) Boot reason: watchdog reset (cause: 0x3)
17:53:03, 02 Nov.	( 18.130000) Boot reason: watchdog reset (cause: 0x3)
03:55:40, 26 Oct.	( 17.990000) Boot reason: watchdog reset (cause: 0x3)
06:46:08, 25 Oct.	( 17.810000) Boot reason: watchdog reset (cause: 0x3)
18:13:21, 23 Oct.	( 18.240000) Boot reason: watchdog reset (cause: 0x3)
08:13:48, 23 Oct.	( 17.970000) Boot reason: watchdog reset (cause: 0x3)
06:55:53, 18 Oct.	( 18.290000) Boot reason: watchdog reset (cause: 0x3)
09:48:01, 07 Oct.	( 17.920000) Boot reason: watchdog reset (cause: 0x3)
08:53:47, 07 Oct.	( 17.860000) Boot reason: watchdog reset (cause: 0x3)
11:39:26, 30 Sep.	( 18.210000) Boot reason: watchdog reset (cause: 0x3)
07:04:51, 29 Sep.	( 17.970000) Boot reason: watchdog reset (cause: 0x3)
09:46:24, 12 Sep.	( 18.230000) Boot reason: watchdog reset (cause: 0x3)
10:08:01, 09 Sep.	( 18.140000) Boot reason: watchdog reset (cause: 0x3)
22:15:12, 04 Sep.	( 18.000000) Boot reason: watchdog reset (cause: 0x3)
19:13:46, 04 Sep.	( 18.220000) Boot reason: watchdog reset (cause: 0x3)
08:41:34, 04 Sep.	( 17.950000) Boot reason: watchdog reset (cause: 0x3)
07:05:30, 04 Sep.	( 18.020000) Boot reason: watchdog reset (cause: 0x3)