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Constant drops

Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Constant drops

Hi, I posted earlier regarding something else, thought engineers had fixed issue yesterday when they replaced " damp " component up on the pole. Clearly has not fixed any thing the hub 2 is constantly dropping out to orange then back blue, sync speed up down up down. After three engineer visits in three weeks of being with you guys I'm at the point now of being absolute furious I'm losing money constantly due to this and getting mugged off by these openreach boys constantly.

Log below

19:06:35, 28 May.admin login success from 192.168.1.81
19:06:26, 28 May.admin timeout from 192.168.1.81
19:05:50, 28 May.ARP [add] br0(wl0) 192.168.1.81 10:e9:53:d7:9b:7d
19:05:46, 28 May.DHCP device Connected: 192.168.1.81, 10:e9:53:d7:9b:7d, HUAWEI_P30_lite-18524c2f1
19:05:45, 28 May.LAN [ADD] ARP 192.168.1.81 with 10:e9:53:d7:9b:7d from br0(wl0)
19:05:45, 28 May.5G Client associate from 10:e9:53:d7:9b:7d (IP=192.168.1.81) RSSI=-46, Rate=390Mbps, host HUAWEI_P30_lite-18524c2f1
19:05:45, 28 May.Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:05:45, 28 May.Receive a DHCP request
18:57:47, 28 May.CWMP: HDM socket closed successfully.
18:57:47, 28 May.CWMP: HTTP authentication success from pbthdm.x.x.x
18:57:47, 28 May.CWMP: HDM socket opened successfully.
18:57:47, 28 May.CWMP: session completed successfully
18:57:47, 28 May.CWMP: HDM socket closed successfully.
18:57:46, 28 May.CWMP: HTTP authentication success from pbthdm.x.x.x
18:57:46, 28 May.CWMP: HDM socket opened successfully.
18:57:46, 28 May.CWMP: HDM socket opened successfully.
18:57:46, 28 May.CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
18:57:45, 28 May.CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE
18:57:45, 28 May.CWMP: Initializing transaction for event code 4 VALUE CHANGE
18:57:36, 28 May.PPP IPV6CP Send Configuration Request
18:57:33, 28 May.PPP IPV6CP Send Configuration Request
18:57:30, 28 May.PPP IPV6CP Send Configuration Request
18:57:27, 28 May.PPP IPV6CP Send Configuration Request
18:57:23, 28 May.PPP IPV6CP Send Configuration Request

Sidenote. 7 devices connected 3 in use.
64 REPLIES 64
jab1
Legend
Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Constant drops

@Darren8282 That log is not particularly useful - a more useful one in this case would probably be the 'WAN' one, as the current one gives no indication of what is really happening.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

My apologies

18:57:09, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:57:08, 28 May.WAN Sensing Auto sensing Running
18:57:08, 28 May.Success - secondary DNS servers
18:57:08, 28 May.Success - primary DNS servers
18:57:08, 28 May.WAN connection WAN2_INTERNET_PTM connected
18:56:49, 28 May.DSL Link Up: Down Rate=46326kbps, Up Rate=4496kbps; SNR Margin Down=6.4dB, Up=6.5dB
18:56:41, 28 May.WAN Auto-sensing detected port DSL WAN
18:56:13, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:56:12, 28 May.WAN Sensing Auto sensing Running
18:56:12, 28 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
18:56:11, 28 May.DSL Link Down: duration was 252 seconds
18:52:26, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:52:26, 28 May.WAN Sensing Auto sensing Running
18:52:26, 28 May.Success - secondary DNS servers
18:52:26, 28 May.Success - primary DNS servers
18:52:26, 28 May.WAN connection WAN2_INTERNET_PTM connected
18:52:07, 28 May.DSL Link Up: Down Rate=54918kbps, Up Rate=13300kbps; SNR Margin Down=6.1dB, Up=6.1dB
18:51:59, 28 May.WAN Auto-sensing detected port DSL WAN
18:51:31, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:51:30, 28 May.WAN Sensing Auto sensing Running
18:51:30, 28 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
18:51:29, 28 May.DSL Link Down: duration was 1407 seconds
18:28:30, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:28:30, 28 May.WAN Sensing Auto sensing Running
jab1
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Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Constant drops

Interesting - I've never seen 'ERROR_NO_CARRIER' before, as I can remember, and without doing some checking, can't explain it, but it SOUNDS like your circuit has problems. I'll go and see what I can find out, but it may be a while before I get back to you - I will be watching the match - when it starts.

 

EDIT: Just looked, and it is possible you have a dodgy phone line. Can you do a Quiet Line Test - dial 17070 option 2 from a (preferably) corded phone - there should be no sound on the line apart from the periodic 'Quiet Line Test' announcement.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Done, there is a little noise, nothing massive but for sure noise there.
Mustrum
Community Veteran
Posts: 3,572
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Registered: ‎13-08-2015

Re: Constant drops

Were it me, I would be quoting my open fault ticket number on here, so that staff members could pick up and help narrown down the problem. I would also be asking for a Radius log to show how often these drops are happening. You have 2 in the short log you have shown, but the connection speeds are quite different, suggesting bursts of noise on the line.

 

Having more details of your reported fault on here should help you narrow down the problem, especially if we can get support from one of the helpful Help Team.

jab1
Legend
Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Constant drops

@Mustrum Agreed - this does need looking at by PN.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

I have contacted the team this evening. The guy has raised the fault to a senior member of staff and it's getting raised again to a senior engineer at open reach due to me already having three engineers in a few weeks.

In total today it has been off 9 times. When the engineer came yesterday they went up pole then after finishing he said there something damp and replaced it then he said and I "quote" That will definitely be it sorted now. Clearly not.

So far they have replaced faceplate, been at end of street in drain working on whatever wires are in there and then up the pole. Not sure what is next. I did question the fact I believe it could be the actually phone cable to property but was quickly dismissed with a " it's a good cable that ". Let's see what happens next

Update - Just looked on Hub and noticed noise margin has risen from 6.1 to 11.3 tonight if thatsthat's of any interest. It's 8.4/11.3
jab1
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Posts: 17,227
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Registered: ‎24-02-2012

Re: Constant drops

@Darren8282 I suspect a fault in the BT infrastructure upstream of your property - but I could be wrong.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Could be right I personally think the cabling is faulty at some point and needs replacing. It stayed on today then noise margin changed back down to 6.9 then went straight off
jab1
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Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Constant drops

@Darren8282 Your last sentence looks a bit garbled - I don't quite understand it.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Apologies on phone bloody thing it is. I've corrected it and pasted below the Info screen of tech log. Noise margin has changed again as you might see and sync speed way down.

GUI version:1.6 19_10_2021
DSL uptime:0 Days 0 Hrs 14 Mins 23 Secs
Data rate:4.947 Mbps / 43.107 Mbps
Maximum data rate:4.847 Mbps / 45.293 Mbps
Noise margin:7.0 / 6.6
Line attenuation:11.6 / 17.0
Signal attenuation:10.5 / 18.6
VLAN id:101
Upstream error control:Off
Downstream error control:Off
jab1
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Posts: 17,227
Thanks: 5,535
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Registered: ‎24-02-2012

Re: Constant drops

Makes more sense now 😉 .

Your WAN log will probably show more DSL disconnections in the recent hours, too.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

In what way pal. I enjoy learning about things so fire away with your knowledge.
jab1
Legend
Posts: 17,227
Thanks: 5,535
Fixes: 258
Registered: ‎24-02-2012

Re: Constant drops

Similar to those shown in post #3 - which is why you are losing connection (and connection speed).

John