topic Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam, in Full Fibre

Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 10:22:48 GMT

Over the last few weeks, i've noticed my internet drops out in the early hours of the morning (3-6am). This is very annoying as i have CCTV running from my wi-fi and other devices that rely on this. Please can someone help me: Last log below:

06:05:38, 08 Mar.	(823011.290000) PPPoE is up - Down Rate=39950Kbps, Up Rate=7054Kbps; SNR Margin Down=11.8dB, Up=6.1dB
06:05:38, 08 Mar.	(823011.280000) CHAP authentication successful
06:05:38, 08 Mar.	(823011.160000) CHAP Receive Challenge
06:05:38, 08 Mar.	(823011.160000) Starting CHAP authentication with peer
06:05:38, 08 Mar.	(823011.160000) PPP LCP Receive Configuration ACK
06:05:38, 08 Mar.	(823010.760000) PPP LCP Send Configuration Request
06:05:38, 08 Mar.	(823010.760000) PPP LCP Receive Configuration Reject
06:05:38, 08 Mar.	(823010.750000) PPP LCP Send Configuration ACK
06:05:38, 08 Mar.	(823010.750000) PPP LCP Receive Configuration Request
06:05:38, 08 Mar.	(823010.750000) PPP LCP Send Configuration Request
06:04:49, 08 Mar.	(822961.580000) PTM over DSL is up
06:02:28, 08 Mar.	(822820.510000) CWMP: session closed due to error: Could not resolve host
06:02:28, 08 Mar.	(822820.490000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:02:28, 08 Mar.	(822820.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar.	(822790.170000) CWMP: session closed due to error: Could not resolve host
06:01:57, 08 Mar.	(822790.150000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:01:57, 08 Mar.	(822790.140000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar.	(822789.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:01:55, 08 Mar.	(822788.190000) PTM over DSL is down after 4367 minutes uptime
06:01:55, 08 Mar.	(822788.190000) PPPoE is down after 4366 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
06:01:53, 08 Mar.	(822785.590000) PPP LCP Send Termination Request [User request]

Internet Drops out in the early hours of the morning... Please Help

js2018 — Mon, 11 Mar 2019 22:12:56 GMT

06:05:38, 08 Mar.	(823011.290000) PPPoE is up - Down Rate=39950Kbps, Up Rate=7054Kbps; SNR Margin Down=11.8dB, Up=6.1dB
06:05:38, 08 Mar.	(823011.280000) CHAP authentication successful
06:05:38, 08 Mar.	(823011.160000) CHAP Receive Challenge
06:05:38, 08 Mar.	(823011.160000) Starting CHAP authentication with peer
06:05:38, 08 Mar.	(823011.160000) PPP LCP Receive Configuration ACK
06:05:38, 08 Mar.	(823010.760000) PPP LCP Send Configuration Request
06:05:38, 08 Mar.	(823010.760000) PPP LCP Receive Configuration Reject
06:05:38, 08 Mar.	(823010.750000) PPP LCP Send Configuration ACK
06:05:38, 08 Mar.	(823010.750000) PPP LCP Receive Configuration Request
06:05:38, 08 Mar.	(823010.750000) PPP LCP Send Configuration Request
06:04:49, 08 Mar.	(822961.580000) PTM over DSL is up
06:02:28, 08 Mar.	(822820.510000) CWMP: session closed due to error: Could not resolve host
06:02:28, 08 Mar.	(822820.490000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:02:28, 08 Mar.	(822820.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar.	(822790.170000) CWMP: session closed due to error: Could not resolve host
06:01:57, 08 Mar.	(822790.150000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:01:57, 08 Mar.	(822790.140000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar.	(822789.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:01:55, 08 Mar.	(822788.190000) PTM over DSL is down after 4367 minutes uptime
06:01:55, 08 Mar.	(822788.190000) PPPoE is down after 4366 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
06:01:53, 08 Mar.	(822785.590000) PPP LCP Send Termination Request [User request]

Re: Internet Drops out in the early hours of the morning... Please Help

dvorak — Tue, 12 Mar 2019 10:26:26 GMT

Moderators Note

Post released from spam filter.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

LaurenB — Tue, 12 Mar 2019 13:12:45 GMT

Hi @js2018, I'm sorry that you are experiencing issues. I've tested the line but this hasn't picked up anything that may be causing this. There are some drops, though these don't look to be too frequent (see graph below).

Do the drops seen at your end coincide with the ones shows below?

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 13:20:57 GMT

Thanks for the reply.

Yes these do coincide with what i am experiencing.

But generally they happen between 3-7am in the morning (all my devices disconnect and i need to reconfigure them).

Surely there must be a reason as to why it's happening at this time of the morning? Can anyone in PlusNet not analyse for me please and provide some answers as it's becoming very frustrating for me?

Thanks

Re: Internet Drops out in the early hours of the morning... Please Help

JOLO — Tue, 12 Mar 2019 13:22:22 GMT

@js2018,

A copy of your line test and connection logs can be seen below:

From what I can see there isn't anything that looks to be of concern on your connection and there doesn't seem to be anything obvious that's caused the odd drop you've had. The occasional drop on a connection is completely normal and should be expected, often firmware updates, planned engineer and exchange maintenance works, and remedial service outage work is done in the early hours of the morning (generally between midnight and 6am to cause the least amount of disruption) so you'll need to take these activities into account.

Re: Internet Drops out in the early hours of the morning... Please Help

js2018 — Tue, 12 Mar 2019 13:43:01 GMT

Thanks for the update

Surely you would be able to inform me if there was remedial work occurring on the dates when my internet drops out though? Wouldn't it normally take longer than 5 minutes for maintenance though, it seems like an issue with the line at that time and not maintenance?

Wouldn't OpenReach report back to you and inform you of this?

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

adamwalker — Tue, 12 Mar 2019 14:36:28 GMT

Hi there,

As the checks we can run from here don't show anything obvious we'd need to investigate the matter as a fault with our suppliers to find out the exact cause as that would likely need some intervention from engineers.

Have you seen evidence of more drops compared to what's shown on the graph? The reason I'm asking is that we'd only be able to report a fault of multiple drops on the same day or the drops leaving you offline for a while prior to reconnecting.

Re: Internet Drops out in the early hours of the morning... Please Help

MasterOfReality — Tue, 12 Mar 2019 14:43:44 GMT

Hi @js2018

Surely you would be able to inform me if there was remedial work occurring on the dates when my internet drops out though?

Wouldn't OpenReach report back to you and inform you of this?

I'm afraid not - OR do this completely off their own back, they do not make ISPs aware of what they are up to in regards to the upkeep of their network - we get reports and updates if we book a job in, but generic network upkeep work is not (usually) shared, the only time we know about this is if they expect it to cause service degradation or loss to a large number of circuits.

Thanks,

MoR

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 15:01:52 GMT

Hi there, thanks

No - these are the only drops i'm noticing as in the morning my devices disconnect which rely on the wifi.

So there's nothing that can be done to fix these drops? I find that a bit unfair as i am paying good money for the service, and we rely on the internet as much as hot water these days due to "Smart" Devices.

I'd really appreciate if they can look into this. Happy to change the router or anything required to solve this issue.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

dvorak — Tue, 12 Mar 2019 15:09:45 GMT

Moderators Note

Two topics on the same subject merged to keep all info in one place and to help staff not to duplicate effort.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

adamwalker — Tue, 12 Mar 2019 15:09:56 GMT

I understand, unfortunately broadband isn't a guaranteed always-on service though I'm afraid. It would be a good idea to try another router if that's a possibility and to follow the advice shown here: https://goo.gl/Rnae7N in particular I'd try connecting into the test socket overnight if you can: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 Once that's been done we can check the connection logs again to see if there's any difference.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 15:12:54 GMT

My socket was replaced a few months ago by the Open reach engineer as i was experiencing frequent disconnections in the day. So i don't think i can even plug into the test socket anymore (or it already goes via that socket).

I appreciate it's not always guaranteed, but i would've thought someone can investigate further as i am providing all the information and trying to help on my end.

It's disappointing that i am basically being told PlusNet cannot help me on this and I have to deal with it.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

adamwalker — Tue, 12 Mar 2019 15:18:17 GMT

I understand, whilst we can't investigate it as a fault us staffers and the community are here to help you as much as we can do to troubleshoot the issue. The socket you've mentioned should still have a test socket, if you're unsure could you take a photo and attach it in a reply please?

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 15:41:10 GMT

thanks.

It does already link into the test socket, i've just checked.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

adamwalker — Tue, 12 Mar 2019 15:42:48 GMT

OK great, if you decide to connect into the test socket overnight please add an update here afterwards as that will prompt us to follow things up with you and check the connection logs again.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Tue, 12 Mar 2019 15:45:24 GMT

it's already been plugged into the test socket when these drops occur overnight :(...

any other advice? It's rare it drops in the day but wanted someone to clarify it's definitely maintenance etc. rather than my house.

also would maintenance only take 5 mins (that's how long it was down the other day at 6am- 6:05am)?

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Optimatts — Tue, 12 Mar 2019 16:47:56 GMT

Hi @js2018,

The drops we are seeing don't seem to be to be frequent. And while we could send an engineer, he would likely not find any issue. Generally constant broadband performance is not guaranteed however there are certain criteria for us to request our suppliers intervene. At the moment we are not seeing enough drops to justify this as you have had one disconnection in a 7 day period.

However before we look any further into booking engineers etc and since you mentioned your devices are on wifi. It might be worthwhile going through some wireless troubleshooting.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. It could also be something electrical coming at specific times that is disrupting the frequency e.g central heating.

Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

Let us know how it goes.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

js2018 — Wed, 13 Mar 2019 00:04:39 GMT

Thanks for the reply

The drops have nothing to do with the wifi settings. It's the router/modem loses connection to the internet as you can see from the logs.

Something is causing it to disconnect for a few minutes in the early hours of the morning.

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

DS — Wed, 13 Mar 2019 01:46:10 GMT

Something isn't adding up here....

Over the last few weeks, i've noticed my internet drops out in the early hours of the morning (3-6am)

This bit is one of them and from reading the radius graph, the times it was connected were from:

On about 12:30 on the 09 Feb
Off and on around 07:30 on the 25 Feb
Off and on around 17:30 on the 26 Feb
Off and on around 05:00 on the 5 March
Off and on around 06:00 on the 8 March
Off and on around 05:00 on the 5 March
Off and on around 06:00 on the 8 March

Though you're seeing drops from 3-6am. I wonder if it's not actually the connection itself dropping, but something else?

This doesn't sound right either:

all my devices disconnect and i need to reconfigure them

You shouldn't need to reconfigure them, if the drops are 3-6am or any of those above, the devices should connect automatically. Obviously there will be a drop or cut out of any CCTV footage during this time as the router is rebooting (if it goes to the www and then back to you), though as an example I can still connect to my router when mine is rebooting, so I'd expect the devices to maintain a connection to the router, even though they can't get to the www.

often firmware updates

On the subject of this, whats yours atm - log into the router and look at the bottom of any hub page. The firmware could be causing this.

Have you seen evidence of more drops compared to what's shown on the graph?

A valid question. Is it only those times or every day - the latter could again be wifi issues or firmware related.

No - these are the only drops i'm noticing as in the morning my devices disconnect which rely on the wifi.

Again, this points to something else. Not necessarily a drop to the www but a drop to the router.

It would be a good idea to try another router

Hard to say for sure, but yours could be faulty.

So i don't think i can even plug into the test socket anymore (or it already goes via that socket).

As it's recently been replaced, it will have a test point behind where the new faceplate is. Care needs to be taken when removing the faceplate as any phone extension wires could well be connected to it.

it's already been plugged into the test socket when these drops occur overnight

Okay, but they're not always overnight. I could be missing something here, it just doesn't add up yet.

The drops have nothing to do with the wifi settings. It's the router/modem loses connection to the internet as you can see from the logs.

Something is causing it to disconnect for a few minutes in the early hours of the morning.

The times stated don't add up. If it's possible, I'd leave the router plugged in the test point (using a microfilter) for a good week or more and see if the drops continue. Your landline work will only work in the same filter too.