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Broadband - Continual Intermittent disconnections

DougMacp
Dabbler
Posts: 14
Registered: 13-06-2015

Broadband - Continual Intermittent disconnections

Hi, around every 5/10 mins i lose broadband connectivity to all devices (wifi & ethernet). The broadband light on the BT Home hub 3 router that I'm using flashes orange for a few seconds then resets to blue and connectivity restarts. This happened for around 4 hours yesterday then for around 4 hours (so far) this afternoon. (and for a while a few weeks ago).
The problem also occurs when i connect the router to the master socket so it's not an issue with the extension wiring and I've tried 3 different micro-filters.
I've also reset the router but stil get same problem. I did a silent line check and all sounds ok  - i.e no sound.
Plusnets online Broadband Fault Checker takes me to the point where I should try another router but I don't have one. If I don't try another router and Plusnet send out an engineer and the router is proven to be the fault I will be charged for the engineer callout which I'd like to avoid if possible.
Does anyone have any ideas - most internet searches say it could be an exchange fault but I'm open to any other possibilities. I've left a vopy of my connection report from the Hub and also the Event log records showing the disconnections/reconnections.
ADSL Line Status
Connection information
Line state: Connected
Connection time: 0 day, 00:02:57
Downstream: 4,864 Kbps
Upstream: 448 Kbps
  ADSL settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 12.0 dB / 22.0 dB
Line attenuation (Down/Up): 44.0 dB / 28.5 dB
Output power (Down/Up): 19.8 dBm / 12.1 dBm
FEC Events (Down/Up): 11 / 0
CRC Events (Down/Up): 0 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
HEC Errors (Down/Up): 0 / 0
Error Seconds (Local/Remote): 0 / 0
Time & Date Message

  16:58:08,13 Jun. CWMP:session completed successfully
  16:58:06,13 Jun. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  16:58:04,13 Jun. WAN Auto-sensing detected port DSL
  16:58:04,13 Jun. WAN Auto-sensing last connection port: DSL
  16:58:02,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 connected.
  16:58:02,13 Jun. PPP IPCP Receive Configuration ACK
  16:58:02,13 Jun. PPP IPCP Send Configuration Request
  16:58:02,13 Jun. PPP IPCP Receive Configuration Reject
  16:58:02,13 Jun. PPP IPCP Receive Configuration NAK
  16:58:02,13 Jun. PPP IPCP Send Configuration Request
  16:58:02,13 Jun. PPP IPCP Receive Configuration Reject
  16:58:02,13 Jun. PPP IPCP Send Configuration ACK
  16:58:02,13 Jun. PPP IPCP Receive Configuration Request
  16:58:02,13 Jun. PPP IPCP Send Configuration Request
  16:58:02,13 Jun. PPP CHAP receive success: authentication ok
  16:58:02,13 Jun. PPP CHAP Receive Challenge
  16:58:02,13 Jun. PPP LCP Receive Configuration ACK
  16:58:02,13 Jun. PPP LCP Send Configuration ACK
  16:58:02,13 Jun. PPP LCP Send Configuration Request
  16:58:02,13 Jun. PPP LCP Receive Configuration Request
  16:58:01,13 Jun. PPP CHAP Receive Challenge
  16:58:01,13 Jun. PPP LCP Receive Configuration ACK
  16:58:01,13 Jun. PPP LCP Send Configuration Request
  16:58:00,13 Jun. PPP LCP Send Configuration ACK
  16:57:59,13 Jun. PPP LCP Receive Configuration Request
  16:57:58,13 Jun. PPP LCP Send Configuration Request
  16:57:55,13 Jun. PPP LCP Send Termination ACK
  16:57:55,13 Jun. PPP LCP Receive Termination Request
  16:57:55,13 Jun. PPP LCP Receive Termination ACK
  16:57:55,13 Jun. PPP LCP Send Configuration Request
  16:57:53,13 Jun. QoS Rate cap set to 0.4Mbs
  16:57:52,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.
  16:57:52,13 Jun. DSL Link Up: Down Rate=4928Kbps, Up Rate=448Kbps; SNR Margin Down=12.1dB, Up=22.0dB;
  16:57:43,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  16:57:40,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  16:57:40,13 Jun. DSL Link Down:the duration is 334 seconds [1 : LosDetector]
  16:52:23,13 Jun. CWMP:HDM close the socket.
  16:52:22,13 Jun. CWMP:session completed successfully
  16:52:20,13 Jun. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  16:52:18,13 Jun. WAN Auto-sensing detected port DSL
  16:52:18,13 Jun. WAN Auto-sensing last connection port: DSL
  16:52:17,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 connected.
  16:52:17,13 Jun. PPP IPCP Receive Configuration ACK
  16:52:17,13 Jun. PPP IPCP Send Configuration Request
  16:52:17,13 Jun. PPP IPCP Receive Configuration Reject
  16:52:17,13 Jun. PPP IPCP Receive Configuration NAK
  16:52:17,13 Jun. PPP IPCP Send Configuration Request
  16:52:17,13 Jun. PPP IPCP Receive Configuration Reject
  16:52:17,13 Jun. PPP IPCP Send Configuration ACK
  16:52:17,13 Jun. PPP IPCP Receive Configuration Request
  16:52:17,13 Jun. PPP IPCP Send Configuration Request
  16:52:17,13 Jun. PPP CHAP receive success: authentication ok
  16:52:16,13 Jun. PPP CHAP Receive Challenge
  16:52:16,13 Jun. PPP LCP Receive Configuration ACK
  16:52:16,13 Jun. PPP LCP Send Configuration ACK
  16:52:16,13 Jun. PPP LCP Send Configuration Request
  16:52:16,13 Jun. PPP LCP Receive Configuration Request
  16:52:16,13 Jun. PPP CHAP Receive Challenge
  16:52:16,13 Jun. PPP LCP Receive Configuration ACK
  16:52:16,13 Jun. PPP LCP Send Configuration Request
  16:52:14,13 Jun. PPP LCP Send Configuration ACK
  16:52:14,13 Jun. PPP LCP Receive Configuration Request
  16:52:13,13 Jun. PPP LCP Send Configuration Request
  16:52:10,13 Jun. PPP LCP Send Termination ACK
  16:52:10,13 Jun. PPP LCP Receive Termination Request
  16:52:10,13 Jun. PPP LCP Receive Termination ACK
  16:52:10,13 Jun. PPP LCP Send Configuration Request
  16:52:08,13 Jun. QoS Rate cap set to 0.4Mbs
  16:52:07,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.
  16:52:06,13 Jun. DSL Link Up: Down Rate=4864Kbps, Up Rate=448Kbps; SNR Margin Down=12.3dB, Up=22.0dB;
  16:51:57,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  16:51:56,13 Jun. PPP LCP Send Termination Request
  16:51:55,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  16:51:55,13 Jun. DSL Link Down:the duration is 331 seconds [1 : LosDetector]
  16:47:00,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:57,13 Jun. DHCP Lease issued for IP 192.168.1.96 to host android-14709bec29b4c925 (MAC 48:5A:3F:48:B8:9B), duration: 1 day
  16:46:57,13 Jun. Receive a DHCP request: 192.168.1.96, 48:5A:3F:48:B8:9B.
  16:46:51,13 Jun. PortMapping Add By UPNP/TR064 Success.
  16:46:50,13 Jun. PortMapping Add By UPNP/TR064 Success.
  16:46:49,13 Jun. HTTP User Basic login from 192.168.1.89 successfully.
  16:46:48,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:47,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:40,13 Jun. CWMP:session completed successfully
  16:46:38,13 Jun. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  16:46:36,13 Jun. WAN Auto-sensing detected port DSL
  16:46:36,13 Jun. WAN Auto-sensing last connection port: DSL
13 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Broadband - Continual Intermittent disconnections

The drops on the line look horrific, however when I've just tested the line we're not seeing that many sync drops, these seem to be authentication failures which might point to the router although without testing another it's very hard to tell. Do you know anyone else with a broadband connection that'll let you borrow the router for a day or so (obviously updating the connection details with your username/password).
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 10,319
Thanks: 1,836
Fixes: 19
Registered: 22-08-2007

Re: Broadband - Continual Intermittent disconnections

Quote from: DougMacp
Noise margin (Down/Up): 12.0 dB / 22.0 dB

Chris,
Does the elevated SNRM indicate an underlying issue?
The synch rate seems somewhat low for the line's attenuation.
The log extract shows two xDSL sessions dropping - lasting 331 & 334
Quote from: DougMacp
Time & Date Message

  16:57:53,13 Jun. QoS Rate cap set to 0.4Mbs
  16:57:52,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.
  16:57:52,13 Jun. DSL Link Up: Down Rate=4928Kbps, Up Rate=448Kbps; SNR Margin Down=12.1dB, Up=22.0dB;
  16:57:43,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  16:57:40,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  16:57:40,13 Jun. DSL Link Down:the duration is 334 seconds [1 : LosDetector]

  16:52:08,13 Jun. QoS Rate cap set to 0.4Mbs
  16:52:07,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 connected.
  16:52:06,13 Jun. DSL Link Up: Down Rate=4864Kbps, Up Rate=448Kbps; SNR Margin Down=12.3dB, Up=22.0dB;
  16:51:57,13 Jun. WAN connection WAN1_INTERNET_B_ATM2_0_35 disconnected.[ERROR_NO_CARRIER]
  16:51:56,13 Jun. PPP LCP Send Termination Request
  16:51:55,13 Jun. WAN connection WAN3_TR069_INTERNET_R_ATM1_0_38 disconnected.[ERROR_NO_CARRIER]
  16:51:55,13 Jun. DSL Link Down:the duration is 331 seconds [1 : LosDetector]

  16:47:00,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:57,13 Jun. DHCP Lease issued for IP 192.168.1.96 to host android-14709bec29b4c925 (MAC 48:5A:3F:48:B8:9B), duration: 1 day
  16:46:57,13 Jun. Receive a DHCP request: 192.168.1.96, 48:5A:3F:48:B8:9B.
  16:46:51,13 Jun. PortMapping Add By UPNP/TR064 Success.
  16:46:50,13 Jun. PortMapping Add By UPNP/TR064 Success.
  16:46:49,13 Jun. HTTP User Basic login from 192.168.1.89 successfully.
  16:46:48,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:47,13 Jun. PortMapping Delete By UPNP/TR064 Success.
  16:46:40,13 Jun. CWMP:session completed successfully
  16:46:38,13 Jun. CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE
  16:46:36,13 Jun. WAN Auto-sensing detected port DSL
  16:46:36,13 Jun. WAN Auto-sensing last connection port: DSL


@Dough,
Is the router plugged into the master socket?
Do you recall any particular issue during the periods of persistent (horrific) disconnections shown below?  Was the service OK at other times?
Kevin
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Broadband - Continual Intermittent disconnections

Hi DougMacp.
Welcome to the forum. Noting Chris's comments, it's worth double checking, where there were the multiple disconnects - eg.today 1100-1700 were you doing anything your end - for example changing settings on the modem/router in any way?
Also, are your Broadband Username and Password entered correctly into the modem/router? (what is it btw?) -
The Broadband username should be of the form <yourusername>@plusdsl.net and the password would be the same one that you use to log into your account at the member centre.
DougMacp
Dabbler
Posts: 14
Registered: 13-06-2015

Re: Broadband - Continual Intermittent disconnections

Hi,no option for trying another router at the moment. I was doing nothing to cause the disconnects. Landline wasn't being used. The username is the correct plusnet details and the internet works perfectly between the disconnections. Using BT hub 3. Same problem from the master socket.  
DougMacp
Dabbler
Posts: 14
Registered: 13-06-2015

Re: Broadband - Continual Intermittent disconnections

It seems to come in 'blocks' of 3or 4 hours then we have no more problems for a few more hours.
Superuser
Superuser
Posts: 10,319
Thanks: 1,836
Fixes: 19
Registered: 22-08-2007

Re: Broadband - Continual Intermittent disconnections

Hi Doug,
That was remiss of me - welcome!
At the risk of being shouted at (by others) can you associate the periods of disconnection shown on the VISULA RADIUS plot above with the use of any electrical equipment in the home?
There could be a number of causes of what you are seeing, one of which is electrical interference.  When you next notice this happening, please listen to the phone line for audible noise - dial 17070 option 2.
Kevin
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Broadband - Continual Intermittent disconnections

Quote from: DougMacp
I did a silent line check and all sounds ok  - i.e no sound.

But as suggested by Townman, do repeat the Quiet Line Tests especially at the times you are having the problems, just in case.
As mentioned by Chris, these appear to be authentication problems, there is a possibility that they could be caused by something external, but trying an alternative modem/router would seem like the next sensible step.
Quote from: DougMacp
Plusnets online Broadband Fault Checker takes me to the point where I should try another router but I don't have one. If I don't try another router and Plusnet send out an engineer and the router is proven to be the fault I will be charged for the engineer callout which I'd like to avoid if possible.

Are you likely to be able to borrow another modem/router in the near future?
You mention about the problem being the same when connected to the master socket, out of curiosity did you mean the Test Socket?
Azagoth
Grafter
Posts: 617
Thanks: 3
Registered: 01-08-2007

Re: Broadband - Continual Intermittent disconnections

This sounds all to familiar.  It's just like my problem that I'm currently having.  I'll be monitoring this thread as well as my own.
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Broadband - Continual Intermittent disconnections

Unfortunately the symptoms are not the same, your connection is showing a lot of DSL drops, this one is showing problems with the PPP session authentication.
DougMacp
Dabbler
Posts: 14
Registered: 13-06-2015

Re: Broadband - Continual Intermittent disconnections

Hi - I'll try. The disconnection lasts only a matter of seconds.  I've dusted off the unused landline and I'll lunge at it when the fault reoccurs
Superuser
Superuser
Posts: 10,319
Thanks: 1,836
Fixes: 19
Registered: 22-08-2007

Re: Broadband - Continual Intermittent disconnections

SoT is not too far away if you really need the loan of another router - time though is always a problem.
I've got a few around.
DougMacp
Dabbler
Posts: 14
Registered: 13-06-2015

Re: Broadband - Continual Intermittent disconnections

The problem has now stopped and connections have been stable since early last evening. however, this is the normal pattern of things - a period of a few hours with 'horrific' (as Chris quoted below) disconnection/reconnection rates then everything stabilises until the next time. I've not done anything to 'resolve' the issue - only attempted to trace the fault. I'll probably grab a router from eBay and switch routers when the problem arises again. I'll try quiet test at the point of disconnection also. Anotherone: Yes, I was calling the test socket the master socket - sorry just discovering a lot of new terminology.
Thanks to you and all others for their helpful comments and suggestions. This is an impressive forum.
Community Veteran
Posts: 19,099
Thanks: 434
Fixes: 21
Registered: 31-08-2007

Re: Broadband - Continual Intermittent disconnections

Quote from: DougMacp
Anotherone: Yes, I was calling the test socket the master socket - sorry just discovering a lot of new terminology.

No problem, don't expect everyone to know everything. It's just that if there's no resolution of this issue from your end and you need to raise a fault, it'll be important that you can say you checked from the "Test socket".....despite the fact that this is a PPP issue not a DSL issue.