WAN Drop at 23:00 Every Night – TR‑069 Failures, DNS Failures, PPPoE Timeout, Router Forced

[#1]

Hello,

I’m experiencing a repeatable WAN drop every night at 23:00, which causes my BT Smart Hub to lose connectivity and eventually reboot to recover the connection. This is not a Wi‑Fi or LAN issue — it is a WAN/PPP/DSL failure.

Here is the evidence from the router event log:

At exactly 23:00 every night:

• TR‑069 connectivity fails (“TR69 connectivity to pbthdmw.bt.m has failed”, “unable to send Inform message”)

• DNS resolution fails (multiple “DNS name resolution failure” entries)

• PPP session drops and cannot re‑establish

• PPPoE timeout occurs

• Router then performs a full WAN‑triggered reboot (clock resets to 01 Jan, DHCP restarts, Wi‑Fi devices reconnect, PPP renegotiation)

This sequence shows that the WAN link is dropping first, and the router is rebooting as a recovery action — it is not a router crash.

What I need checked

Please investigate the following:

1. Line stability and noise margin around 23:00

2. DLM activity or forced resyncs at that time

3. Cabinet‑side PPP session drops

4. Potential DSLAM port issues

5. Any scheduled maintenance or profile resets affecting my line

This issue is highly repeatable and occurs every night at 23:00, which strongly suggests a line or cabinet‑side fault, not a customer‑premises equipment issue.

Please escalate this to the line diagnostics team or a broadband specialist.

Thank you.

[#2]

I am experiencing a repeatable WAN fault every night between 23:00 and 23:50. This is not a Wi‑Fi or LAN issue — the router remains operational, and devices stay connected locally.

During the fault window, the event log shows:

• TR‑069 connectivity failures (cannot reach pbthdmw.bt.m)

• DNS resolution failures (multiple domains + _dns.resolver.arpa)

• PPP session drops / PPPoE timeout

• WAN: SENSING AUTO VDSL

• Repeated attempts to re‑establish PPP session

• WAN flapping for ~50 minutes

The LAN side remains stable throughout (normal DHCP, IPv6 neighbour discovery, device connections). This confirms the issue is not with the router hardware or internal network.

The pattern strongly suggests a line or cabinet‑side fault, such as:

• DLM resync loop

• Noisy copper pair

• Failing DSLAM port

• Cabinet‑side PPP session drops

Request: Please escalate to broadband/line diagnostics. Check PPP session history, copper line quality, noise margin behaviour around 23:00, and DSLAM port stability.

This is a nightly, repeatable WAN failure and requires investigation upstream of the premises.

[#3]

TR‑069 connectivity failures (cannot reach pbthdmw.bt.m)

This remote management event failure may be the trigger for what follows.

[#4]

@bigdavethehorn 

The starting point for all faults is here https://www.plus.net/help/report-a-problem/ 

Which BT Hub are you using and can you attach a copy of the event log?

What are the status light on the Hub displaying during these events.

plusnet do not use the BT TR-069 server they have their own, are there examples in the event log to show the BT TR-069 server is ever being contacting?

I suspect the TR-069 messages are a symptom of the fault rather than the cause.