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Internet disconnected due to idle timeout

371830
Dabbler
Posts: 13
Registered: 31-07-2014

Internet disconnected due to idle timeout

Ok, 30 min wait time to get through to you on the phone, so maybe i'll try here first. My connection dropped already 3 times this morning. The DSL coonnection is up all the time, but internet connection is dropping due to idle timeout. I have an internet radio playing and work through VPN, so no idea why that timeout kicks in all the time.
Is there any way to disable it completely? I had similar issues earlier this week. I work from home and these constant drops do not help at all.
6 REPLIES
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Internet disconnected due to idle timeout

Hi,
After taking a quick look over your connection logs we can see a far few sporadic disconnections this morning.
<img src="http://community.plus.net/visualradius/generated/image14087048283938.png"/>
It may well be that you have a timeout setting in the router which is the cause of this disconnection but looking at this RADIUS log I don't think that this is the cause of the dropping connection and would be more leaning towards this being a possible fault. In order to diagnose this issue we would need to have you run through a few checks on your side to see if this can be remedied quickly so could you:
1. Try replacing the filters on the line to see if any of these are faulty
2. Remove all devices from the phone sockets and follow this guide here to try the connection from the test socket
If we're still seeing problems then we may need to get BT involved and get some fault diagnostics run with them to test the entirety of the line from your address back to the exchange equipment.
Superuser
Superuser
Posts: 12,222
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: Internet disconnected due to idle timeout

Hi 371830,
In addition to what Adam has requested can you please advise which router you are using - given the error description I'm guessing the TG582n?
If correct, can you please report the firmware version and can you post the router log (category = all).  It might be useful to see what the router thought was happening prior to the drop.  PPP session drop without a DSL drop are a bit of a mystery!
Kevin
371830
Dabbler
Posts: 13
Registered: 31-07-2014

Re: Internet disconnected due to idle timeout

I thought the problem was resolved, but it's back again. Today the internet connection dropped (DSL connecction was up all the time) and I had to restart the router. After that it was not possible to connect to the router either through Ethernet or Wifi. Unplugged it from mains for 10 min, but that did not help. Only after using the reset button on the back I was able to connecct to router again.
I have TG582n, software 10.2.2.b. When connecction drops in Broadband Connection module the following info is shown (DSL is connected):
Link Status: Disconnected
Type: PPPoA
Last Error Message: Disconnected because idle timeout reached
In the logs:
Sep 8 12:21:27 CONFIGURATION saved by TR69
Warning Sep 8 12:20:37 PPP link up (Internet) [146.90.51.165]
Info Sep 8 12:20:37 FIREWALL event (1 of 1): modified rules
Info Sep 8 12:20:37 FIREWALL event (1 of 1): created rules
Info Sep 8 12:20:37 FIREWALL event (1 of 2): deleted rules
Info Sep 8 12:20:31 PPP CHAP Receive success (Internet)
Info Sep 8 12:20:30 PPP CHAP Receive challenge from rhost PTW-AG01 (Internet)
Info Sep 8 12:20:30 PPP CHAP Receive challenge from rhost bras-red9.mr-dh (Internet)
Info Sep 8 12:19:34 LOGIN User admin logged in on [HTTP] (from 192.168.1.72)
Info Sep 8 12:19:05 FIREWALL event (1 of 2): modified rules
Info Sep 8 12:19:05 FIREWALL event (1 of 2): created rules
Warning Sep 8 12:19:05 PPP link down (Internet) [87.113.108.151]
Error Sep 8 12:16:32 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 179.231.65.143 Dst ip: 87.113.108.151 Type: Destination Unreachable Code: Port Unreacheable
Info Sep 8 12:10:34 SNTP Synchronised to server: 212.159.13.49
Info Sep 8 11:10:34 SNTP Synchronised to server: 212.159.6.9
Error Sep 8 11:06:18 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 106.197.94.62 Dst ip: 87.113.108.151 Type: Destination Unreachable Code: Port Unreacheable
Error Sep 8 10:58:58 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 218.71.21.208 Dst ip: 87.113.108.151 Type: Destination Unreachable Code: Port Unreacheable
Error Sep 8 10:44:34 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 60.176.126.233 Dst ip: 87.113.108.151 Type: Destination Unreachable Code: Port Unreacheable
Error Sep 8 10:19:25 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 219.122.43.201 Dst ip: 87.113.108.151 Type: Destination Unreachable Code: Port Unreacheable
Superuser
Superuser
Posts: 12,222
Thanks: 3,527
Fixes: 22
Registered: 22-08-2007

Re: Internet disconnected due to idle timeout

@371830,
Thank you for the diagnostics.  Can you please keep a eye on this and post the same information if it happens again, so that any causal pattern might be discerned.

@CRT,
Loss of PPP without loss of xDSL - what further diagnostics can be obtained from where?  The usual ADSL diagnostics are not likely to assist.  Is there anything in BTw systems which shines some light into PPP session status and events?
Routers used to have idle time out or always connected configuration settings.  I do not recall this option being in the GUI for the TG routers. Is there more evidence which can be gathered through the telnet interface - possibly PPP tracing?  Is this a question for the products team to raise with TG?
Kevin
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Internet disconnected due to idle timeout

Hi 371830,
Thanks for getting back to us on this one and sorry to hear that the issues seem to be back again.
As Townman points out, there may be little we can see on a faults teats where a drop in authentication is seen, especially when you noted that the router firmware seemed to lock up after the event and only a factory reset fixed this. I would hazard a guess at this being a router issue however before we look at sending out another unit, do you have a different router that you could test?
371830
Dabbler
Posts: 13
Registered: 31-07-2014

Re: Internet disconnected due to idle timeout

I have some old routers from O2 and Sky, will see if I can get one of them to work. The only thing in common I see when these drops happen is that I work on my laptop using VPN and listen to Sonos internet radio. Having said that, last week I did just that and had no issues.