Constant dropping connection

[#1]

One month left to renewal, it has been working well for me for the last ~2 years,

and the connection started dropping constantly, 20 times in 2 days,

sometime it immediately restores, sometime it needs 10 seconds to restore,

this ultimately make me not to renew as I need reliable connection.

reboot router did not help

this is from today's log:

Nov 29 15:49:05 WAN(0)_Connection: Fail to connect with some issues.
Nov 29 15:49:15 WAN(0)_Connection: WAN was restored.

[#2]

@takumipui What router are you using, and I'm guessing you are on an FTTC  or SoGEA connection?

[#3]

You’ve not given us much to work on.  Confirmation of the connection type would be really helpful, if FTTC then check the phone line for noise.

Lines get faults, such has nothing to do being near the end of your contract and much more to do with the time of year - windy wet weather.

If there’s a line fault and you change ISP who gives you the same technology then the issues will go with you.  The fault / issue is the line, not Plusnet.

Have you phoned support to report the issue?  Have you tried using the faults bot?

[#4]

I'm sorry I have no idea what is FTTC or SoGEA

I enclose more detail here:

there is a Fibre cable from the street to inside with an openreach modem(?) and then a ethernet cable to my router

my router is a old one Asus ac86u but still going strong haven't had any problem before.

I then use PPPOE connection to plusnet, also no issue in the past ~2 yrs, the failing message in the system log didn't mention any pppoe failing, I'm not sure which part exactly failing.

The constant dropping connection happens for more than 2 weeks already and then on last Thursday night (27th) it disconnected again and that time a red light was on on the openreach machine. Then I follow the SMS bot to call HELP and I think some minutes later it came back online, that red light turns off again. However this still does not resolve any dropping connection issue. The SMS bot check said everything works fine.

This is the log from today:

Nov 30 02:56:33 WAN(0)_Connection: Fail to connect with some issues.
Nov 30 02:56:43 WAN(0)_Connection: WAN was restored.
Nov 29 04:29:08 WAN(0)_Connection: Fail to connect with some issues.
Nov 29 04:29:18 WAN(0)_Connection: WAN was restored.
Nov 29 04:48:24 WAN(0)_Connection: Fail to connect with some issues.
Nov 29 04:48:34 WAN(0)_Connection: WAN was restored.
Nov 30 05:34:05 WAN(0)_Connection: Fail to connect with some issues.
Nov 30 05:34:15 WAN(0)_Connection: WAN was restored.
Nov 30 05:54:32 WAN(0)_Connection: Fail to connect with some issues.
Nov 30 05:54:42 WAN(0)_Connection: WAN was restored.
Nov 30 09:30:54 WAN(0)_Connection: Fail to connect with some issues.
Nov 30 09:31:04 WAN(0)_Connection: WAN was restored.
Nov 30 12:20:41 WAN(0)_Connection: Fail to connect with some issues.
Nov 30 12:20:51 WAN(0)_Connection: WAN was restored.

[#5]

@takumipui 

there is a Fibre cable from the street to inside with an openreach modem(?) and then a ethernet cable to my router

Ok , so you have Full Fibre (FTTP) not FTTC or SoGEA.

The constant dropping connection happens for more than 2 weeks already and then on last Thursday night (27th) it disconnected again and that time a red light was on on the openreach machine. Then I follow the SMS bot to call HELP and I think some minutes later it came back online, that red light turns off again. However this still does not resolve any dropping connection issue. The SMS bot check said everything works fine.

The red light (LOS) on means there's a fault in the fibre network. It sounds like there's an intermittent fault somewhere. The BOT is wrong, there is a fault , it just cant detect it at the time. It seems you are using your own router, did you get a Plusnet Hub 2 when you ordered Full fibre ? If so, I suggest you replace your own router with the Hub 2 and when the fault happens, call customer support. They can then interrogate your Hub 2 and look at the event log to confirm the fault.  

[#6]

Support ought to be capable of observing an intermittent fault by inspection of the radius server's PPP session history.  From the description, there should be clear evidence of frequent PPP session drops.

[#7]

Thought the OP might have been on FTTP (looking at the first snippet), but without sufficient evidence, I was reluctant to commit myself.

Now we know it is FTTP, as you say @Townman , support should be able to observe the Radius history.

[#8]

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@MisterW wrote:

@takumipui 

there is a Fibre cable from the street to inside with an openreach modem(?) and then a ethernet cable to my router

Ok , so you have Full Fibre (FTTP) not FTTC or SoGEA.

---

Sure it couldn't be an old FTTC modem?

[#9]

@dvorak 

Sure it couldn't be an old FTTC modem?

one can never be completely sure but

there is a Fibre cable from the street to inside with an openreach modem(?)

and

and that time a red light was on on the openreach machine

Would seem to confirm an FTTP connection . I don't recall the Openreach FTTC modems having a red light, they were all green and off or flashing in an error condition whereas the ONT does have a red LOS light

Maybe @takumipui could post a picture of the Openreach box in question just to confirm what we're dealing with ?

[#10]

This is the openreach modem

update: I have used the plusnet hub 2 router for the last couple of days, it takes the WAN port from the openreach to do the connection and my router is on LAN static ip with DMZ setup.

I notice the WAN connection drop when my VPN disconnected ( I have work VPN on all day long, this is the reason I really want to fix it ) then I went in to read the "technical log" from the hub 2 router, nothing shows, not a single log message about WAN disconnected. 

I tried to call 0330 1239 123 but it always redirect me back to sms bot, then I tried to type "REFRESH" to sms bot, then I saw connection log in the hub 2 , some CWMP logs and I think it did reconnected.

I will keep this setup a bit longer for monitoring but I will be away from tomorrow for a week, then coming back will try to reach support.

Thanks @MisterW @dvorak @jab1 @Townman have a look on this with me.

[#11]

Moderators Note

This topic has been moved from Broadband to Full Fibre

[#12]

@takumipui you can export the technical log as a csv file. Post it on here and we can look to see if there are disconnections.

I notice the WAN connection drop when my VPN disconnected

Is that actually a WAN disconnection or possibly the DNS servers being reset when the VPN drops ?