topic Re: Multiple ":PPPoE error: timeout"'s since 5am in Full Fibre

Multiple ":PPPoE error: timeout"'s since 5am

dkvinyls — Wed, 15 Dec 2021 13:22:00 GMT

Good Afternoon

We've been suffering :PPPoE error: timeout since 5 am this morning, looking at my router log it was about every hour, then down to half hourly, then 15 minutes and now I'm lucky if we stay connected for 5 minutes.

Anything I can do to trouble shoot? Router is a BT Smart Hub Home 6 that we've been using for a couple of years on PlusNet. I've attached the log of PPP and a full log from earlier if it helps.

Also, here is the technical log from the router (broadband username and serial number removed.), the router is plugged directly into an Openreach Mk4 VDSL/ADSL filtered faceplate on the master socket.

Firmware version:

SG4B1000E020

Firmware updated:

12-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 4 Minutes 52 Seconds

Data rate:

18.62 Mbps / 40.66 Mbps

Maximum data rate:

19436 / 50915

Noise margin:

7.5 dB / 5.8 dB

Line attenuation:

22.3 dB

Signal attenuation:

16.8 dB / 22.3 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

5 MB Uploaded / 4 MB Downloaded

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-RS8T-24

2.4 GHz wireless channel:

Channel 11

5 GHz wireless network name:

BTHub6-RS8T

5 GHz wireless channel:

Channel 48

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 3

Firewall:

MAC address:

30:24:78:E2:66:5F

Software variant:

Boot loader:

9.2.0

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Re: Multiple ":PPPoE error: timeout"'s since 5am

adam945 — Wed, 15 Dec 2021 17:17:13 GMT

Hello @dkvinyls

Thanks a lot for reaching out and I'm sorry to hear that you're having problems with your broadband. I can see the disconnections on my end too, however tests on the line aren't picking up any issues. Can you try giving your router a factory reset to re-authenticate it?

Re: Multiple ":PPPoE error: timeout"'s since 5am

dkvinyls — Wed, 15 Dec 2021 17:37:11 GMT

Hi, I think I'm sorted and it was the simplest issue ever. A rogue LED christmas light was crossing the cable from the master socket to the router, since I moved it the noise margin has improved to 10.1 dB / 12.6 dB which isn't fantastic on the downstream but the connection seems stable now. Its at least better than before when both were under 8 I think. Just got to wait for the algorithm to work out my connection is stable as data rates have dropped to 40.66 Mbps from an average of just over 60Mbps.

Re: Multiple ":PPPoE error: timeout"'s since 5am

TheMightyAJ — Thu, 16 Dec 2021 10:37:16 GMT

Hey @dkvinyls,

I'm glad to hear that seems to have done the trick! Christmas lights are notorious for causing problems at this time of the year, so it's always something to keep in mind. With that having been said, if there are any further issues then please give us a shout and we'll be more than happy to pick this case back up for review