PPP Drops

[#1]

Recently I seem to keep getting Internet connection failures without the Broadband link itself failing. Everything looks OK on the router lights but no Internet. After logging in to the router - Technicolor TG582n - the log shows PPP drops. I disconnect from the Internet (not broadband) and reconnect and everything returns to normal.

Anyone else having this problem or is it just me?

[#2]

Hi there, sorry to hear you're having connection issues. Checking this side everything is looking spot on the the router with 1 drop out in the last 7 days and no signs as to what's causing the issues you've described. My first thought is that it could be the router and I'd advise looking to replace the router and seeing if the issue persists.

Let us know how it goes and if you're experiencing further drop outs after. If you don't have a spare router by all means feel free to give our customer options team a call as I'm sure they can help you out with this. They are contactable directly on 0800 013 2632 and they are open between the following hours:

Monday - Friday: 08:00 - 20:00
Saturday: 09:00 - 19:00
Sunday: 09:00 - 18:00
Current call queue: 00:00

[#3]

I've lost the Internet again. Not the broadband connection, just the Internet:

Browser: "There is no Internet connection"

DSLstats:

31 May 2018 21:25:52 Unable to determine IP address
31 May 2018 21:26:40 Unable to determine IP address

Modem state: up
Up time (Days hh:mm:ss): 7 days, 1:43:16
xDSL Standard: ITU-T G.992.5
xDSL Annex: Annex A
Channel Mode: Interleaved

DS US
Payload rate [Kbps]: 15665 1227
Attenuation [dB]: 29.0 15.0
Margins [dB]: 6.1 6.1
Output power [dBm]: 0.0 12.5

Technicolor TG582n:

Test Results
Test Succeeded DSL
Test Succeeded ATM
Test Succeeded PPP
Test Succeeded IPv4
Test Failed IPv6
IPv6 disabled for this Internet service.
Test Failed Internet
Disabled/Not OK Connectivity to IPv4 Gateway (172.16.11.141)

Link Status: IPv4 connected
IPv6 disconnected
Type: PPPoA
Uptime: 7 days, 1:51:47
IPv4 Address: ***.***.***.**
Data Transferred (Sent/Received) [MB/GB]: 611.11 / 6.69

Restarted router --

Test Results
Test Succeeded DSL
Test Succeeded ATM
Test Succeeded PPP
Test Succeeded IPv4
Test Failed IPv6
IPv6 disabled for this Internet service.
Test Failed Internet
Disabled/Not OKConnectivity to IPv4 Gateway (172.16.11.141)

Yet now it works...

[#4]

That is a odd one especially as you only lost the internet connection.

I've checked and there were no outages and other customers in your area didn't lose connection at that time either.

If a similar drop happens again it may be worth testing another router

[#5]

Had the problem again today. Looked in the router log and saw the line:

Warning Jun 3 19:48:21 SNTP Unable to contact server: 198.18.1.30

That IP address looks like the old TG 582n 'WANDOWN' spoofing problem. Strange, as I 'fixed' this in my router previously so if there is a DNS lookup failure all I usually get is a short delay. It's as if the problem has returned in its original form.

I'll have to check the router settings tomorrow.

[#6]

Just had a look at this in the Technicolor TG 582n router.

I have to say I really don't understand exactly what is going on here, however...

The router dns server configuration showed spoofing still disabled:

spoofing : disabled
spoof ip  : 198.18.1.0

However (as per instructions in Forum thread - '198.18.1.x address problems') running dns server debug spoof list gave:

Spoof IP        FQDN              Real IP
198.18.1.1     acs.plus.net     212.159.8.144

Directly pinging the IP address 212.159.8.144 got no response. Same using host name. What is acs.plus.net?

So, per above instructions, I ran command dns server debug spoof clear to remove the above address from the router (then saveall exit).

I hadn't realised one would need to revisit this TG 582n router problem. I wonder if there is a genuine permanent solution, possibly with other router settings?

Another point, I am not the only one here recently complaining of Internet failures without losing broadband, so could the above be behind other people's problems? Perhaps they should be asked if they are using a TG 582n router?

[#7]

Hi @pbmb,

I've taken a look into this one on your account again today and we're still not seeing any reason behind this from our side of things. As previously suggested by my colleague Matthew, it may be best to test the connection with another router to see if the same issue still occurs.

[#8]

Hi, TheMightyAJ,

As I said, this does seem to be a repeat of the old WANDown spoofing problem with the TG 582n router, despite address spoofing still being disabled in my router. It's just that the router DNS has somehow picked up this acs.plus.net address from somewhere. Flushing it out of the DNS server cache, by rebooting the router or, as in this case, with router command dns server debug spoof clear, restores normality.

Do you know what the host acs.plus.net is supposed to be, or was (sounds familiar somehow)? It still does not respond to ping.

[#9]

acs.plus.net is the hostname for our TR069 provisioning platform.

[#10]

Thanks Bob.

 So I would have come across it before. That just leaves a couple of questions:

Any reason it isn't responding to ping? Is that by design?

What was its address doing in my TG 582n DNS server WANDown spoofing address cache list?

How did it manage to get there with WANDown spoofing disabled in my router?

What does it all mean? 

I will have to start making my way through that old and very long Plusnet Forum thread: '198.18.1.x address problems'