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Broadband keeps dropping slow speed

Ripcord
Hooked
Posts: 5
Registered: ‎19-09-2018

Broadband keeps dropping slow speed

Hi 

I see on the forum I am not the only one with this issue.

For the past 2 days my internet has been dropping constantly and when I am connected, I'm getting really poor speeds.(5Mbps down and 3.5Mbps up ). according to the BT wholesale checker I'm connected at full speed (around 50Mbps). I have a separate modem and router and My modem never loses sync  but my router is dropping the connection. My phone is also seems fine this leads me to believe the problem may be at your end due to the other posts on the forum.

Can someone look into this for me please 

 

Regards John 

7 REPLIES 7
MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Broadband keeps dropping slow speed

Hi @Ripcord 

 

Welcome to the Forums! 

Can I please ask, is the speed/connection issue solely occurring on wireless connections or wired also? 

 

Could you initially take a look through out troubleshooter guides here & WiFi Diagnostic guides here

 

Let us know how you get on, 

MoR

Ripcord
Hooked
Posts: 5
Registered: ‎19-09-2018

Re: Broadband keeps dropping slow speed

Hi 

Not using wireless 

 

I have pages of this in my router logs don't know if it helps

 

Sep 20 09:45:31 PPP INFO rcvd [CHAP Success "CHAP authentication success"]
Sep 20 09:45:31 PPP INFO send_phase 2091 pppd_phase = 0x7, ipv6 = 0, ipv4 = 0^M
Sep 20 09:45:31 PPP INFO In pppd the httpd-id is 646, set link phase is 0x7
Sep 20 09:45:31 PPP INFO sent [IPCP Req addr=0.0.0.0 dns1=0.0.0.0 dns3=0.0.0.0]
Sep 20 09:45:31 PPP INFO rcvd [IPCP Req addr=172.16.11.145]
Sep 20 09:45:31 PPP INFO sent [IPCP Ack addr=172.16.11.145]
Sep 20 09:45:31 PPP INFO rcvd [IPCP Nak addr=146.200.183.109 dns1=212.159.6.10 dns3=212.159.6.9]
Sep 20 09:45:31 PPP INFO sent [IPCP Req addr=146.200.183.109 dns1=212.159.6.10 dns3=212.159.6.9]
Sep 20 09:45:31 PPP INFO rcvd [IPCP Ack addr=146.200.183.109 dns1=212.159.6.10 dns3=212.159.6.9]
Sep 20 09:45:31 PPP INFO ipcp_up :ipv4 = 0, ipv6 = 0, ipcp_wantoptions[0].default_route = 1^M
Sep 20 09:45:31 PPP INFO delete old gateway^M
Sep 20 09:45:31 PPP INFO send_phase 2091 pppd_phase = 0x8, ipv6 = 0, ipv4 = 0^M
Sep 20 09:45:31 PPP INFO In pppd the httpd-id is 646, set link phase is 0x8
Sep 20 09:45:33 PPP NOTICE PPPoE connected
Sep 20 09:52:38 PPP INFO send_phase 2091 pppd_phase = 0xd, ipv6 = 0, ipv4 = 0^M
Sep 20 09:52:38 PPP INFO In pppd the httpd-id is 646, set link phase is 0xd
Sep 20 09:54:38 PPP INFO send_phase 2091 pppd_phase = 0xd, ipv6 = 0, ipv4 = 0^M
Sep 20 09:54:38 PPP INFO In pppd the httpd-id is 646, set link phase is 0xd
Sep 20 09:55:02 PPP WARNING PPPoE link down
Sep 20 09:55:02 PPP INFO got_sigterm, Terminating on signal 15
Sep 20 09:55:02 PPP ERROR User request
Sep 20 09:55:02 PPP INFO send_phase 2091 pppd_phase = 0x9, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:02 PPP INFO In pppd the httpd-id is 646, set link phase is 0x9
Sep 20 09:55:02 PPP INFO send_phase 2091 pppd_phase = 0x7, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:02 PPP INFO In pppd the httpd-id is 646, set link phase is 0x7
Sep 20 09:55:02 PPP ERROR LCP down
Sep 20 09:55:02 PPP WARNING LCP down
Sep 20 09:55:02 PPP INFO send_phase 2091 pppd_phase = 0x4, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:02 PPP INFO In pppd the httpd-id is 646, set link phase is 0x4
Sep 20 09:55:02 PPP INFO sent [LCP TermReq]
Sep 20 09:55:16 PPP NOTICE call pppoeFormatCmd.
Sep 20 09:55:16 PPP NOTICE Standard authentication.
Sep 20 09:55:16 PPP INFO send_phase 2091 pppd_phase = 0x2, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:16 PPP INFO In pppd the httpd-id is 646, set link phase is 0x2
Sep 20 09:55:16 PPP INFO sent [PADI Host-Uniq(0x00000d9d)]
Sep 20 09:55:16 PPP INFO rcvd [PADO AC-Name:acc-aln1.l-gla AC-MAC:40:7c:7d:c2:3b:9e]
Sep 20 09:55:16 PPP INFO sent [PADR Host-Uniq(0x00000d9d)]
Sep 20 09:55:16 PPP INFO rcvd [PADS sess-id(3750)]
Sep 20 09:55:16 PPP INFO send_phase 2091 pppd_phase = 0x4, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:16 PPP INFO In pppd the httpd-id is 646, set link phase is 0x4
Sep 20 09:55:16 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:16 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:16 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:19 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:19 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:19 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:22 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:22 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:22 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:25 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:25 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:25 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:28 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:28 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:28 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:31 PPP INFO rcvd [LCP Req mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:31 PPP INFO sent [LCP Ack mru=1492 auth=chap-MD5 magic=0x321496b]
Sep 20 09:55:31 PPP INFO sent [LCP Req mru=1492 magic=0x9191ec2b]
Sep 20 09:55:31 PPP INFO rcvd [LCP Ack mru=1492 magic=0x9191ec2b]
Sep 20 09:55:31 PPP INFO send_phase 2091 pppd_phase = 0x5, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:31 PPP INFO In pppd the httpd-id is 646, set link phase is 0x5
Sep 20 09:55:31 PPP INFO rcvd [CHAP Challenge (430282d72497e524ab6aa8d7b18012a0d9eeed357418522bc2d0730e767363ba75e59299fdf7bda9e16701936714344103a1), name = "acc-aln1.l-gla"]
Sep 20 09:55:31 PPP INFO sent [CHAP Response (8258f8e7b93b4ba06610d6a60c6eacb6), name = "aqya56@plusdsl.net"]
Sep 20 09:55:31 PPP INFO rcvd [CHAP Success "CHAP authentication success"]
Sep 20 09:55:31 PPP INFO send_phase 2091 pppd_phase = 0x7, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:31 PPP INFO In pppd the httpd-id is 646, set link phase is 0x7
Sep 20 09:55:31 PPP INFO sent [IPCP Req addr=0.0.0.0 dns1=0.0.0.0 dns3=0.0.0.0]
Sep 20 09:55:31 PPP INFO rcvd [IPCP Req addr=172.16.11.145]
Sep 20 09:55:31 PPP INFO sent [IPCP Ack addr=172.16.11.145]
Sep 20 09:55:31 PPP INFO rcvd [IPCP Nak addr=195.99.35.95 dns1=212.159.6.9 dns3=212.159.6.10]
Sep 20 09:55:31 PPP INFO sent [IPCP Req addr=195.99.35.95 dns1=212.159.6.9 dns3=212.159.6.10]
Sep 20 09:55:32 PPP INFO rcvd [IPCP Ack addr=195.99.35.95 dns1=212.159.6.9 dns3=212.159.6.10]
Sep 20 09:55:32 PPP INFO ipcp_up :ipv4 = 0, ipv6 = 0, ipcp_wantoptions[0].default_route = 1^M
Sep 20 09:55:32 PPP INFO delete old gateway^M
Sep 20 09:55:32 PPP INFO send_phase 2091 pppd_phase = 0x8, ipv6 = 0, ipv4 = 0^M
Sep 20 09:55:32 PPP INFO In pppd the httpd-id is 646, set link phase is 0x8
Sep 20 09:55:32 PPP NOTICE PPPoE connected
Sep 20 10:03:23 DHCP INFO DHCPS:Recv REQUEST from 18:4F:32:8B:85:3E
Sep 20 10:03:23 DHCP INFO DHCPS:Send ACK to 192.168.0.105
Sep 20 11:03:23 DHCP INFO DHCPS:Recv REQUEST from 18:4F:32:8B:85:3E
Sep 20 11:03:23 DHCP INFO DHCPS:Send ACK to 192.168.0.105
Sep 20 11:28:38 PPP INFO send_phase 2091 pppd_phase = 0xd, ipv6 = 0, ipv4 = 0^M
Sep 20 11:28:38 PPP INFO In pppd the httpd-id is 646, set link phase is 0xd
Sep 20 11:30:38 PPP INFO send_phase 2091 pppd_phase = 0xd, ipv6 = 0, ipv4 = 0^M
Sep 20 11:30:38 PPP INFO In pppd the httpd-id is 646, set link phase is 0xd
Sep 20 11:31:02 PPP WARNING PPPoE link down
Sep 20 11:31:02 PPP INFO got_sigterm, Terminating on signal 15
Sep 20 11:31:02 PPP ERROR User request
Sep 20 11:31:02 PPP INFO send_phase 2091 pppd_phase = 0x9, ipv6 = 0, ipv4 = 0^M
Sep 20 11:31:02 PPP INFO In pppd the httpd-id is 646, set link phase is 0x9
Sep 20 11:31:02 PPP INFO send_phase 2091 pppd_phase = 0x7, ipv6 = 0, ipv4 = 0^M
Sep 20 11:31:02 PPP INFO In pppd the httpd-id is 646, set link phase is 0x7
Sep 20 11:31:02 PPP ERROR LCP down
Sep 20 11:31:02 PPP WARNING LCP down

 

full log in attachment 

 

don't know if this helps

Ripcord
Hooked
Posts: 5
Registered: ‎19-09-2018

Re: Broadband keeps dropping slow speed

no not using wireless

I've added an attachment of my router log don't know if it helps

Jubby
All Star
Posts: 626
Thanks: 111
Fixes: 31
Registered: ‎06-08-2018

Re: Broadband keeps dropping slow speed

Hi @Ripcord,

Please accept my apologies for the issue with your service. 

I have tested the line and identified a major service outage for your area that could potentially be causing the drops in your service. Our suppliers have provided an estimated response time of 21/09/2018 6am.

In the meantime, in case this is not causing your connection to drop, please can you go through our troubleshooting here.

If the issue persists after the diagnostics and the estimated response time, please reply to this ticket and on here so we can investigate the issue further.

Thank you

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Infrastructure Operations Professional
Ripcord
Hooked
Posts: 5
Registered: ‎19-09-2018

Re: Broadband keeps dropping slow speed

HI
thanks for looking into this problem for me.

although my internet has improved today it is still not working correctly. the line is dropping every 30 min and my download speed is less than half of what it should be, can you look into this further for me

Ripcord
Hooked
Posts: 5
Registered: ‎19-09-2018

Re: Broadband keeps dropping slow speed

Things seem to have stabilised.My speed is back up to what it was and the disconnections have stopped. ill keep an eye on it over the next few days and see how it goes.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,563
Thanks: 10,265
Fixes: 1,599
Registered: ‎21-04-2017

Re: Broadband keeps dropping slow speed

Cheers for the update, and I'm glad to hear your connection is stable again.

I'll leave your fault ticket open for our faults guys to check your connection next week and get back to you.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet