topic Re: Connection dropping frequently in Full Fibre

Connection dropping frequently

markr77 — Sun, 06 Feb 2022 07:37:03 GMT

My connection is usually stable (months) but recently it drops every few hours/minutes making it unusable.
Troubleshooter ticket submitted (221756331) if someone at Plusnet could investigate please.

My speed's intentionally banded at 60Mbps by DLM by plusnet since March 2021, when I was moved onto Standard stability profile to solve dropouts and it's been solid since then.

(197496.750000) PPPoE is down after 188 minutes uptime [Disconnected]
(197494.080000) PPP LCP Send Termination Request [Peer not responding]
.......
(198091.310000) PPPoE is down after 4 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
(198088.210000) PPP LCP Send Termination Request [User request]

Thanks

Re: Connection dropping frequently

jab1 — Sun, 06 Feb 2022 10:56:15 GMT

@markr77 Can you post the full log you've taken that from, and your Help Desk page, please?

Re: Connection dropping frequently

markr77 — Sun, 06 Feb 2022 20:39:05 GMT

@jab1, the issue seems resolved as stable for few hours now. Will post back if it returns.
Thanks

Re: Connection dropping frequently

jab1 — Sun, 06 Feb 2022 20:46:19 GMT

OK, @markr77

Re: Connection dropping frequently

adam945 — Mon, 07 Feb 2022 12:16:19 GMT

Thanks a lot for getting in touch @markr77 and I'm sorry to hear that that you've been having issues with your connection. I can indeed see some drops on the line between Thursday and Saturday, but these do appear to have improved.

There was also one drop this morning though, with the connection being offline for a few minutes. Was this you doing anything with the router?

Re: Connection dropping frequently

markr77 — Mon, 07 Feb 2022 16:10:33 GMT

Hi @adam945, there still seems to be an issue. No I wasn't doing anything with the router today. Here is the log if it helps

10:30:56, 07 Feb. (90027.100000) WAN operating mode is VDSL
10:30:56, 07 Feb. (90027.100000) Last WAN operating mode was VDSL
10:30:54, 07 Feb. (90025.340000) PPP IPCP Receive Configuration ACK
10:30:54, 07 Feb. (90025.340000) PPP IPCP Send Configuration Request
10:30:54, 07 Feb. (90025.330000) PPP IPCP Receive Configuration NAK
10:30:54, 07 Feb. (90025.330000) PPP IPCP Send Configuration ACK
10:30:54, 07 Feb. (90025.320000) PPP IPCP Receive Configuration Request
10:30:54, 07 Feb. (90025.320000) PPP IPCP Send Configuration Request
10:30:53, 07 Feb. (90023.760000) PPPoE is up - Down Rate=54933Kbps, Up Rate=19999Kbps; SNR Margin Down=7.8dB, Up=6.6dB
10:30:53, 07 Feb. (90023.750000) CHAP authentication successful
10:30:52, 07 Feb. (90023.710000) CHAP Receive Challenge
10:30:52, 07 Feb. (90023.710000) Starting CHAP authentication with peer
10:30:52, 07 Feb. (90023.710000) PPP LCP Receive Configuration ACK
10:30:52, 07 Feb. (90023.700000) PPP LCP Send Configuration Request
10:30:52, 07 Feb. (90023.700000) PPP LCP Receive Configuration Reject
10:30:52, 07 Feb. (90023.700000) PPP LCP Send Configuration ACK
10:30:52, 07 Feb. (90023.690000) PPP LCP Receive Configuration Request
10:30:52, 07 Feb. (90023.690000) PPP LCP Send Configuration Request
10:30:02, 07 Feb. (89972.800000) PTM over DSL is up
09:51:37, 07 Feb. (87668.740000) PTM over DSL is down after 1459 minutes uptime
09:51:37, 07 Feb. (87668.740000) PPPoE is down after 1456 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
09:51:35, 07 Feb. (87665.950000) PPP LCP Send Termination Request [User request]

Re: Connection dropping frequently

adam945 — Mon, 07 Feb 2022 18:50:55 GMT

Those logs seems alright to be honest @markr77, and looking at the visual radius, the line appears to be stable throughout the vast majority of the day. I'd recommend keeping an eye on your connection for now and letting us know whether the disconnections continue over the next few days. If so, we can look at some troubleshooting steps to see whether the issue is internal.

If that doesn't help, we can have a look into an engineer visit.

Re: Connection dropping frequently

markr77 — Mon, 07 Feb 2022 19:35:21 GMT

Hi @adam945, today I noted that on my village Facebook group other Plusnet customers are reporting issues too, so I don't think this one is internal to me. Will monitor it.
Thanks

Re: Connection dropping frequently

Gandalf — Tue, 08 Feb 2022 09:13:49 GMT

Thanks for getting back to us @markr77

No problem, let us know how it goes.