topic Re: Constant issue for years in Full Fibre

Constant issue for years

Croger — Fri, 10 Dec 2021 04:12:50 GMT

I have had this issue ever since having plusnet and i have reported it a few times once where a engineer came out to house.

My Internet randomly cuts out for around 5-10 mins a time, the engineer thought it was a extension and old 1 socket connection that was issue so they changed to new 2 socket and removed the extension to main socket but the problem is still there so i thought maybe its plusnets routers that are issue so i bought myself a Asus router and a Draytek modem but to my surprise (not really) the issue is still there where i get a random disconnect along the line and bear in mind at this point the wire to my modem is brand new, the 2 socket master socket is fairly new which your engineer installed and yet im told there is no issue with line to house and its the equipment in the house which at this point everything is brand new and have tryed other modems including plusnets personal own router and yet i have never not had the random disconnect issue at all. So im beginning to think there is in fact a issue with the line to house as everything in the house has been taken off by the engineer and replaced with brand new equipment.

Re: Constant issue for years

jab1 — Fri, 10 Dec 2021 07:38:32 GMT

@Croger Assuming you are using a Plusnet Hub1, can you post screen shots of (1) your Hubs Help Desk page - with personal info obscured (2) your Event log LAN page and (3) your event log WAN page? Might give us a clue. Also, do the lights on the Hub change during these events?

Re: Constant issue for years

TheMightyAJ — Fri, 10 Dec 2021 12:11:58 GMT

Hey @Croger,

I'm really sorry to hear about this. I've tested your line this morning and whilst I can't locate a fault, I can see the connection has dropped out a few times this week. Have you had the chance to set the router up within the test socket in the property to see if this makes any difference? For reference, we have a guide on how to do this here.

Re: Constant issue for years

Edinburgh_wg — Fri, 10 Dec 2021 12:44:10 GMT

@Croger

Post your stats from Draytek (including the model and firmware version you're using)/Plusnet

Re: Constant issue for years

jab1 — Fri, 10 Dec 2021 12:53:00 GMT

@Edinburgh_wg thanks for that prod - i was obviously not awake when I posted, but if the OP still has the PN gear, that is much easier to interpret.

Re: Constant issue for years

Croger — Fri, 10 Dec 2021 15:41:48 GMT

I can try and use the test socket but this master socket im using now was installed by engineer and while he did the test's it also cut out for him as he thought there wasnt a issue and then it happened luckily for him to see so i dont think using the test socket will help? ill try though

Re: Constant issue for years

Croger — Fri, 10 Dec 2021 15:43:34 GMT

the plusnethub is certainly alot more user friendly for sure to find these things out xD

23:34:23, 09 Feb.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.73]:55483->[173.194.76.188]:5228 on ppp3)
23:34:23, 09 Feb.	BLOCKED 1 more packets (because of Packet invalid in connection)
23:34:22, 09 Feb.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.73]:55483->[173.194.76.188]:5228 on ppp3)
23:34:22, 09 Feb.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:55483->[173.194.76.188]:5228 on ppp3)
23:34:15, 09 Feb.	BLOCKED 1 more packets (because of First packet is Invalid)
23:34:14, 09 Feb.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:52894->[216.58.212.74]:443 on ppp3)
23:34:08, 09 Feb.	OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.73]:54351->[216.58.206.33]:443 on ppp3)
23:34:01, 09 Feb.	OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.73]:47739->[216.58.206.78]:443 on ppp3)
23:33:54, 09 Feb.	OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:51969->[50.7.141.122]:282 on ppp3)
23:33:51, 09 Feb.	IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [151.101.2.167]:443->[146.90.187.234]:52146 on ppp3)
23:33:50, 09 Feb.	(78520.640000) CWMP: session completed successfully
23:33:50, 09 Feb.	(78520.470000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
23:33:49, 09 Feb.	BLOCKED 1 more packets (because of First packet is Invalid)
23:33:48, 09 Feb.	OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.66]:50997->[64.233.166.188]:5228 on ppp3)
23:33:48, 09 Feb.	OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:47739->[216.58.206.78]:443 on ppp3)
23:33:44, 09 Feb.	(78514.250000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
23:33:44, 09 Feb.	(78514.250000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:33:42, 09 Feb.	(78512.640000) WAN operating mode is VDSL
23:33:42, 09 Feb.	(78512.640000) Last WAN operating mode was VDSL
23:33:41, 09 Feb.	(78511.440000) PPP IPCP Receive Configuration ACK
23:33:41, 09 Feb.	(78511.430000) PPP IPCP Send Configuration Request
23:33:41, 09 Feb.	(78511.420000) PPP IPCP Receive Configuration NAK
23:33:41, 09 Feb.	(78511.420000) PPP IPCP Send Configuration ACK
23:33:41, 09 Feb.	(78511.420000) PPP IPCP Receive Configuration Request
23:33:41, 09 Feb.	(78511.420000) PPP IPCP Send Configuration Request
23:33:40, 09 Feb.	(78510.390000) PPPoE is up - Down Rate=39182Kbps, Up Rate=9987Kbps; SNR Margin Down=3.7dB, Up=6.2dB
23:33:40, 09 Feb.	(78510.360000) CHAP authentication successful
23:33:40, 09 Feb.	(78510.320000) CHAP Receive Challenge
23:33:40, 09 Feb.	(78510.320000) Starting CHAP authentication with peer
23:33:40, 09 Feb.	(78510.310000) PPP LCP Receive Configuration ACK
23:33:40, 09 Feb.	(78510.310000) PPP LCP Send Configuration Request
23:33:40, 09 Feb.	(78510.300000) PPP LCP Receive Configuration Reject
23:33:40, 09 Feb.	(78510.300000) PPP LCP Send Configuration ACK
23:33:40, 09 Feb.	(78510.300000) PPP LCP Receive Configuration Request
23:33:40, 09 Feb.	(78510.300000) PPP LCP Send Configuration Request
23:33:27, 09 Feb.	(78497.740000) Port forwarding rule added via UPnP/TR064. Protocol: UDP, external ports: any->53371, internal ports: 53371, internal client: 192.168.1.66
23:32:55, 09 Feb.	(78465.470000) Port forwarding rule deleted via UPnP/TR064. Protocol: UDP, external ports: any->58473, internal ports: 58473, internal client: 192.168.1.66
23:32:51, 09 Feb.	(78461.320000) PTM over DSL is up
23:31:44, 09 Feb.	(78394.700000) Port forwarding rule added via UPnP/TR064. Protocol: UDP, external ports: any->58473, internal ports: 58473, internal client: 192.168.1.66
23:31:41, 09 Feb.	(78391.220000) Port forwarding rule deleted via UPnP/TR064. Protocol: UDP, external ports: any->59702, internal ports: 59702, internal client: 192.168.1.66
23:31:07, 09 Feb.	(78357.740000) Admin login successful by 192.168.1.66 on HTTP
23:30:59, 09 Feb.	(78349.820000) Admin login FAILED by 192.168.1.66 on HTTP
23:30:51, 09 Feb.	(78341.320000) CWMP: session closed due to error: Could not resolve host
23:30:51, 09 Feb.	(78341.290000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
23:30:51, 09 Feb.	(78341.280000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:30:21, 09 Feb.	(78310.980000) CWMP: session closed due to error: Could not resolve host
23:30:21, 09 Feb.	(78310.960000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
23:30:21, 09 Feb.	(78310.950000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
23:30:20, 09 Feb.	(78310.640000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
23:30:18, 09 Feb.	(78308.050000) PTM over DSL is down after 54 minutes uptime
23:30:18, 09 Feb.	(78308.050000) PPPoE is down after 53 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
23:30:15, 09 Feb.	(78305.580000) PPP LCP Send Termination Request [User request]

thats what the plusnet hub would show constantly everytime it happened

Re: Constant issue for years

Croger — Fri, 10 Dec 2021 15:46:58 GMT

the model is Draytek Vigor130 VDSL/ADSL modem (uses ADSL2) not sure how to look at stats with the draytek honestly since i just got it.

something to remember iv been using the PlusNet hub all this time and a engineer came to investigate and change master socket to a brand new one but the problem has always persisted hence why i got the ASUS RT-AX56U and the Draytek Vigor 130 to test if it still occurs with none plusnet routermodem and it still does

Re: Constant issue for years

Croger — Fri, 10 Dec 2021 15:51:19 GMT

Infact this is the original thread i made ages ago for it Re: Plusnet Hub d/c - Page 2 - Plusnet Community

the last post on page 2 is a update from me saying what the engineer had done and that the problem is still happening and it went ignored

Re: Constant issue for years

jab1 — Fri, 10 Dec 2021 16:17:24 GMT

@Croger Sorry for the late reply - had a phone call as you posted and a couple of other things on the go. Have you still got the Hub1? I appreciate it is a pain switching equipment, but it would be nice to see the readable logs from there if the situation is continuing.

From your original log above it seems as you had a problem upstream of you as you were losing the PPP session - can you tell fro your current setup if this happening again?

Re: Constant issue for years

Croger — Fri, 10 Dec 2021 16:26:33 GMT

The Asus has logs but only went as far back as 5am but ill keep it open for when it happens again and hopefully i can catch the logs for it, the draytek doesn't appear to have a log cacher >_<

no worries about the late reply at all real life comes first and this is something that happens at random, its alot less than it used to be but still happend every other day at least

Re: Constant issue for years

jab1 — Fri, 10 Dec 2021 16:31:29 GMT

OK - if it happens again, post as full a log report as you can, hopefully catching the data before and after the event.

Re: Constant issue for years

Croger — Sat, 11 Dec 2021 03:58:44 GMT

Dec 11 03:53:20 kernel: eth0 (Int switch port: 0) (Logical Port: 0) (phyId: Link DOWN.
Dec 11 03:53:23 kernel: eth0 (Int switch port: 0) (Logical Port: 0) (phyId: Link Up at 1000 mbps full duplex
Dec 11 03:54:07 wlceventd: wlceventd_proc_event(464): eth6: Deauth_ind 8A:50:F6:F7:CB:48, status: 0, reason: Deauthenticated because sending station is leaving (or has left) IBSS or ESS (3)
Dec 11 03:54:23 pppd[1560]: Serial link appears to be disconnected.
Dec 11 03:54:28 WAN Connection: Fail to connect with some issues.
Dec 11 03:54:28 nat: apply redirect rules
Dec 11 03:54:29 pppd[1560]: Connection terminated.
Dec 11 03:54:29 pppd[1560]: Modem hangup
Dec 11 03:55:14 pppd[1560]: Timeout waiting for PADO packets
Dec 11 03:56:26 acsd: acs_set_chspec: 0x1008 (8) for reason APCS_CSTIMER
Dec 11 03:56:27 acsd: eth5: selected_chspec is 1008 (8)
Dec 11 03:56:27 acsd: eth5: Adjusted channel spec: 0x1008 (8)
Dec 11 03:56:27 acsd: eth5: selected channel spec: 0x1008 (8)
Dec 11 03:56:28 acsd: eth5: selected_chspec is 1008 (8)
Dec 11 03:56:28 acsd: eth5: Adjusted channel spec: 0x1008 (8)
Dec 11 03:56:28 acsd: eth5: selected channel spec: 0x1008 (8)
Dec 11 03:56:29 pppd[1560]: Timeout waiting for PADO packets
Dec 11 03:57:04 pppd[1560]: Connected to 40:7c:7d:b9:72:17 via interface eth0
Dec 11 03:57:04 pppd[1560]: Connect: ppp0 <--> eth0
Dec 11 03:57:04 pppd[1560]: CHAP authentication succeeded
Dec 11 03:57:04 pppd[1560]: peer from calling number 40:7C:7D:B9:72:17 authorized
Dec 11 03:57:04 pppd[1560]: local IP address 51.6.122.176
Dec 11 03:57:04 pppd[1560]: remote IP address 172.16.17.138
Dec 11 03:57:04 pppd[1560]: primary DNS address 212.159.6.10
Dec 11 03:57:04 pppd[1560]: secondary DNS address 212.159.6.9
Dec 11 03:57:05 nat: apply nat rules (/tmp/nat_rules_ppp0_eth0)
Dec 11 03:57:05 wan: finish adding multi routes
Dec 11 03:57:06 miniupnpd[2107]: shutting down MiniUPnPd
Dec 11 03:57:06 miniupnpd[22549]: version 1.9 started
Dec 11 03:57:06 miniupnpd[22549]: HTTP listening on port 58220
Dec 11 03:57:06 miniupnpd[22549]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 11 03:57:06 kernel: Archer TCP Pure ACK Enabled
Dec 11 03:57:08 WAN Connection: WAN was restored.

is the logs of disconnect from internet

Re: Constant issue for years

jab1 — Sat, 11 Dec 2021 07:37:14 GMT

Thanks. Horrible logs that don't tell you much useful information, but it does appear that yo lost connection to the internet. Are there any earlier entries?

Re: Constant issue for years

TheMightyAJ — Mon, 13 Dec 2021 11:09:53 GMT

Thanks for getting back to us with further info @Croger. I've had a look over the connection logs this morning and I can't see that there have been any drops since you'd made your last post in this thread. Have you had any issues since then?

Re: Constant issue for years

Croger — Mon, 13 Dec 2021 23:02:03 GMT

its something that happens at random, i could go a week with no drops but then another week where it drops every day or up to dropping 4 times a day, its not a fixed thing that happens at same time every day so right now no it hasnt dropped in last day or 2 since post but will it drop again? yes i can say with 100% that it will happen again like it has since iv had plusnet, its a on going issue that im 100% sure is the leading up to house since engineer had checked everything inside house already and it still happens.

Re: Constant issue for years

Gandalf — Tue, 14 Dec 2021 11:36:42 GMT

Thanks for getting back to us @Croger

I'm sorry to see you've been having issues with your connection.

From what I can see we haven't arranged an engineer in over 2 years, so I think it'd be worth arranging another visit to take a closer look though it may be best waiting until the problem happens again, as it's unlikely they'll find an issue while your connection's stable and your line's testing OK.

I've attached below a copy of our testing if it helps and also a graph showing your connection over the last 30 days:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	735.4
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From03:45to04:00
Interference Location	Unknown
Interference Observed In Days	0
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2021-12-01T11:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	39.9 Mbps	40.0 Mbps	39.9 Mbps
Up Stream Line Rate	9.5 Mbps	9.9 Mbps	9.9 Mbps
Up Time	270.0 Sec	900.0 Sec	897.1 Sec
Retrains	0.0	8.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2021-12-14T11:12:30Z	2021-12-14T11:27:30Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0