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Broadband dropping connection

SDB99
Hooked
Posts: 8
Registered: ‎30-05-2018

Broadband dropping connection

Hi

My broadband connection has dropped around the same time over the last three days (around 4.30pm to 5pm).  The router needs rebooting for it to reconnect and even then it takes a while to reconnect. 

Any idea what I can check/look at to investigate the cause?

Thanks

7 REPLIES 7
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,183
Thanks: 462
Fixes: 126
Registered: ‎27-04-2007

Re: Broadband dropping connection

Hi there, our logs are picking up a few other drops too: 

 

 

I've just tested the line which doesn't show any obvious causes for it but I would definitely try following the troubleshooting here next: https://goo.gl/tu2WWu please keep us posted.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
SDB99
Hooked
Posts: 8
Registered: ‎30-05-2018

Re: Broadband dropping connection

Hi...I've checked those out and it's still failing. Since around 8.50 this morning I've had no access. The logs are showing continued dropping of the connection after being connected for one minute. I'm using a BT home hub router rather than the Plusnet device as that was recommended a while ago due to continual dropped WiFi connections.
SDB99
Hooked
Posts: 8
Registered: ‎30-05-2018

Re: Broadband dropping connection

This is an example from the log...

09:47:37, 28 Sep. ( 501.730000) DSL is down after 1 minutes uptime
09:47:37, 28 Sep. ( 501.730000) ETHoA is down after 1 minutes uptime
09:47:37, 28 Sep. ( 501.290000) PPPoA is down after 1 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
09:47:33, 28 Sep. ( 497.440000) PPP LCP Send Termination Request [User request]
09:46:06, 28 Sep. ( 410.490000) PPP IPCP Receive Configuration ACK
09:46:06, 28 Sep. ( 410.350000) PPP IPCP Send Configuration ACK
09:46:06, 28 Sep. ( 410.350000) PPP IPCP Receive Configuration Request
09:46:05, 28 Sep. ( 409.550000) PPP IPCP Send Configuration Request
09:46:05, 28 Sep. ( 409.550000) PPP IPCP Receive Configuration NAK
09:46:04, 28 Sep. ( 407.760000) PPP IPCP Send Configuration ACK
09:46:04, 28 Sep. ( 407.760000) PPP IPCP Receive Configuration Request
09:46:03, 28 Sep. ( 406.900000) PPP IPCP Send Configuration Request
09:46:03, 28 Sep. ( 406.900000) WAN operating mode is DSL
09:46:03, 28 Sep. ( 406.900000) Last WAN operating mode was DSL
09:46:01, 28 Sep. ( 404.800000) PPPoA is up -​ VPI: 0, VCI:38
09:46:01, 28 Sep. ( 404.780000) CHAP authentication successful
09:46:00, 28 Sep. ( 404.730000) CHAP Receive Challenge
09:46:00, 28 Sep. ( 404.720000) Starting CHAP authentication with peer
09:46:00, 28 Sep. ( 404.720000) PPP LCP Send Configuration ACK
09:46:00, 28 Sep. ( 404.720000) PPP LCP Receive Configuration Request
09:46:00, 28 Sep. ( 404.660000) PPP LCP Receive Configuration ACK
09:46:00, 28 Sep. ( 404.650000) PPP LCP Send Configuration Request
09:45:57, 28 Sep. ( 401.640000) PPP LCP Receive Configuration ACK
09:45:57, 28 Sep. ( 401.640000) PPP LCP Send Configuration Request
09:45:57, 28 Sep. ( 401.640000) PPP LCP Receive Configuration Reject
09:45:57, 28 Sep. ( 401.470000) PPP LCP Send Configuration Request
09:45:54, 28 Sep. ( 398.470000) PPP LCP Send Configuration Request
09:45:51, 28 Sep. ( 394.750000) ETHoA is up -​ VPI: 0, VCI:35
09:45:50, 28 Sep. ( 394.750000) DSL is up
09:45:49, 28 Sep. ( 393.030000) DSL noise margin: 6.60 dB upstream, 6.00 dB downstream
09:45:48, 28 Sep. ( 392.140000) DSL line rate: 1080 Kbps upstream, 17112 Kbps downstream
09:45:00, 28 Sep. ( 344.550000) DSL is down after 1 minutes uptime
09:45:00, 28 Sep. ( 344.550000) ETHoA is down after 1 minutes uptime
09:45:00, 28 Sep. ( 344.110000) PPPoA is down after 1 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
09:44:56, 28 Sep. ( 340.630000) PPP LCP Send Termination Request [User request]
deank
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 325
Fixes: 14
Registered: ‎23-11-2017

Re: Broadband dropping connection

Hi @SDB99

 

Can you please try the previous router in the test socket to see if this help at all. We need to rule out any internal wiring or equipment issues first of all. You can find out how to connect to the test socket here.

 

If you are still having an issue, please raise a fault and let us know when you have done this.


 Dean R
 Plusnet Staff
SDB99
Hooked
Posts: 8
Registered: ‎30-05-2018

Re: Broadband dropping connection

Hi...I will try the Plusnet router and see if that's any better.

The connection has still been dropping this afternoon although not a frequently as this morning. 

I'm unable to test using the master socket as I'm already using it - I have a line into the house into a junction box with no sockets - this then goes to the box into which the phone line is plugged into.  I've had many conversations with BT in the past about testing the master socket which I don't have over the years!

SDB99
Hooked
Posts: 8
Registered: ‎30-05-2018

Re: Broadband dropping connection

@deank I'm now using the Plusnet router.  Can you please advise how I can see the logs so I can monitor for the dropped connections?

I think the connection has already dropped at least once since swapping the router

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,183
Thanks: 462
Fixes: 126
Registered: ‎27-04-2007

Re: Broadband dropping connection

Hi there, 

 

We're definitely seeing less drops since you connected with our router so I'd keep that in place so we can review things again after another couple of days: 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team