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Broadband connection keeps dropping

Rathwill
Hooked
Posts: 5
Registered: ‎18-09-2018

Broadband connection keeps dropping

Have had issues intermittently with the broadband connection dropping, but wouldn't be to noticeable on a day to day basis (restart the router and most of the time it would resolve), but over the last few days the problem has become increasingly worst.

  

At present I'm working from home (whilst unable to get into the office) and was kicked out of several Skype calls on Friday (14/09/18 ) due to my internet connection dropping.  Managed to get in touch with a plusnet agent via the online chat, who managed to identify an online fault, even before I managed to type an explanation of my issues.

 

Amazingly only 20 minutes later a BT OpenReach engineer was out and checking the line - and although he indicated the line test passed, it was just barely, so took the time to replace the socket inside, check and replace some of the cabling on the front of the house and check and make some changes at the local cabinets.  When he returned the signal had improved significantly, but warned that I could have issues for the next 24/48 hrs intermittently whilst test where being run etc.

 

However we are now onto day 4 (18/09/18 ) and I'm still getting regular drop outs (having been kicked out of 2 Skype calls yesterday).

 

I'm now convinced its and issue with the router itself (Plusnet Hub One | Software version 4.7.5.1.83.8.237.2.2), but not sure what to check/do to confirm (unfortunately I don't have a spare router to switch it out).

7 REPLIES 7
Rathwill
Hooked
Posts: 5
Registered: ‎18-09-2018

Re: Broadband connection keeps dropping

Issue has just occurred again in the last couple of minutes and here is an extract from the router log;

 

10:28:48, 18 Sep. ( 6304.700000) PTM over DSL is up
10:28:45, 18 Sep. ( 6301.900000) CWMP: session closed due to error: Could not resolve host
10:28:45, 18 Sep. ( 6301.880000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
10:28:45, 18 Sep. ( 6301.870000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:28:14, 18 Sep. ( 6271.560000) CWMP: session closed due to error: Could not resolve host
10:28:14, 18 Sep. ( 6271.530000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
10:28:14, 18 Sep. ( 6271.520000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
10:28:14, 18 Sep. ( 6271.190000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
10:28:12, 18 Sep. ( 6269.310000) PTM over DSL is down after 103 minutes uptime
10:28:12, 18 Sep. ( 6269.310000) PPPoE is down after 102 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
10:28:09, 18 Sep. ( 6266.470000) PPP LCP Send Termination Request [User request]
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: Broadband connection keeps dropping

Sorry to hear about the issues you've had.

I'll get this chased up for you and the open fault updated shortly

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Rathwill
Hooked
Posts: 5
Registered: ‎18-09-2018

Re: Broadband connection keeps dropping

Thanks Matt, since then we've had a 2nd BT OpenReach engineer out who detected and resolved more line issues (apparently some of the connections in the outside box had become corroded and was causing some noise on the line). 

 

However I've had exactly the same issue again yesterday and today where the connection just drops (albeit that it does seem to be reconnecting quicker).

 

14:34:37, 21 Sep. (149736.540000) PTM over DSL is up
14:34:02, 21 Sep. (149701.820000) PTM over DSL is down after 67 minutes uptime
14:34:02, 21 Sep. (149701.820000) PPPoE is down after 66 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
14:33:58, 21 Sep. (149698.410000) PPP LCP Send Termination Request [User request]

 

 

Could this actually be a router issue rather than on the line?  How do I go about getting a replacement router?

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: Broadband connection keeps dropping

Hello @Rathwill,

 

Thanks for getting in touch.

 

I have looked in to this and can see there were a few drops yesterday which is to be expected with this type of fault as it can take a few days to settle.

 

I can see there as been no drops since on our side and would advised to monitor over the weekend and should the drops continue, please get back to us here.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
Rathwill
Hooked
Posts: 5
Registered: ‎18-09-2018

Re: Broadband connection keeps dropping

Thanks Sammy, it's certainly been better over this weekend - and checking the router logs, I can only see that the connection was dropped once since your e-mail and now at 01:04 this morning.  Obviously it had no real impact to us (at this time of night), but I'd like to understand if this is normal behavior and what causes it.  I don't understand what [User request] is causing the connection to terminate - is this a router issue?

 

01:05:27, 25 Sep. (446777.190000) PTM over DSL is up
01:04:53, 25 Sep. (446742.770000) PTM over DSL is down after 4950 minutes uptime
01:04:53, 25 Sep. (446742.760000) PPPoE is down after 4949 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
01:04:49, 25 Sep. (446739.100000) PPP LCP Send Termination Request [User request]
BD
Plusnet Help Team
Plusnet Help Team
Posts: 865
Thanks: 176
Fixes: 43
Registered: ‎24-04-2017

Re: Broadband connection keeps dropping

Hi @Rathwill, having checked your connection over the last few days it is looking at lot more solid than it did at the start of last week still although there were 2 drops yesterday shown on the graph below: 
image15379495983367

When looking into your connection further and as seen by the results below, the speed is certainly looking where it should be but the errors shown below on the results do raise concern that if what ever was causing the errors spiked up it could certainly be the cause behind the drops we've seen.

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 77.9 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 487.1
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2018-09-19T09:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 76.8 Mbps 78.2 Mbps 77.6 Mbps
Up Stream Line Rate 19.9 Mbps 19.9 Mbps 19.9 Mbps
Up Time 805.0 Sec 900.0 Sec 899.1 Sec
Retrains 0.0 2.0 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 2018-09-26T07:48:26Z 2018-09-26T08:03:26Z
Ingress Code Violation 0 0
Egress Code Violation 0 34
Errored Seconds 0 4
Severely Errored Seconds 0 0
Unavailable Seconds 0 0



Although given how you mentioned you saw engineers investigating the line externally I am slightly leaning towards the cause of the errors being external however so we can progress this further if the drops start to pick up again I would like us to rule all internal aspects out that could be causing the drops.

 Can you run through our troubleshooting guides here, let us know how you get on: http://goo.gl/p2tpvL
(By all means skip past any checks you may have already done)

The next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the face plate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:

https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
(Given the recent frequency of the drops I'd advise remaining in this set-up for 24-72 hours)

I'm afraid I can't tell you what the drop means below or the cause behind this as it could be caused by several things.

01:04:49, 25 Sep. (446739.100000) PPP LCP Send Termination Request [User request]"

The User request part could highlight that the drop is being caused by something closer to the router than it is from say the cabinet on wards.

Please let us know how the connection goes in the test socket as this will hopefully highlight if we need to take further action or not.

 Ben Devine
 Plusnet Help Team
Rathwill
Hooked
Posts: 5
Registered: ‎18-09-2018

Re: Broadband connection keeps dropping

Thanks Ben, I'll give switching over to the master socket another go later today (and will post when done), but to confirm, before the initial OpenReach engineer was called out, I did take off the face plate and was using the master socket for a couple of days (and did still get issues, although admittedly I've not tried since). 

 

In addition the first engineer switched over the 'box' to a two socket one (removing the need for the filter).  I'll make the change tonight after finishing work.