3 disconnects in the past 24 hours
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- Re: 3 disconnects in the past 24 hours
3 disconnects in the past 24 hours
22-11-2019 12:31 AM
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Hey there,
In the past 24 hours I've been disconnected from the internet 3 times.
Can someone help me figure out why it's doing it?
00:09:40, 22 Nov. | (32415.640000) PPPoE is down after 537 minutes uptime [Disconnected] |
00:09:40, 22 Nov. | BLOCKED 3 more packets (because of Spoofing protection) |
00:09:40, 22 Nov. | IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.68]:445 <--> [80.229.17.80]:445 - - - [112.215.174.42]:17101 CLOSED/SYN_SENT ppp3 NAPT) |
00:09:40, 22 Nov. | IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.68]:1112 <--> [80.229.17.80]:1112 - - - [185.175.93.18]:43845 CLOSED/SYN_SENT ppp3 NAPT) |
00:09:40, 22 Nov. | IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.68]:8080 <--> [80.229.17.80]:8080 - - - [180.117.111.100]:24419 CLOSED/SYN_SENT ppp3 NAPT) |
00:09:38, 22 Nov. | (32413.680000) PPP LCP Send Termination Request [Peer not responding] |
00:09:38, 22 Nov. | IN: BLOCK [12] Spoofing protection (IGMP 192.168.1.254->224.0.0.22 on ptm0) |
00:09:19, 22 Nov. | IN: ACCEPT [57] Connection closed (Port Forwarding: TCP [192.168.1.68]:9000 <--> [80.229.17.80]:9000 - - - [202.91.84.101]:39784 CLOSED/SYN_SENT ppp3 NAPT) |
Re: 3 disconnects in the past 24 hours
22-11-2019 11:52 AM - edited 22-11-2019 11:53 AM
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Hi @Theo1612,
Our tests aren't picking up exactly what's causing the issue so we will have to do some troubleshooting to start ruling things out.
I'd recommend starting with basic checks here
And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here
If the problem still persists from here we will go down the route of raising a fault, please click here and let us know once you've done the checks and raised the fault so we can progress it for you.
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0000 |
Description | GEA service test completed and no fault found . |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 79.9 Mbps |
Upstream Speed | 20.0 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Pass |
Bridge Tap | Not Detected |
Radio Frequency Ingress | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Cross Talk | Not Detected |
Estimated Line Length In Metres | 238.8 |
Upstream Rate Assessment | Very Good |
Downstream Rate Assessment | Very Good |
Interference Pattern | Regular Interference Observed on Week Days |
Service Impact | Errors Observed |
Interference Duration Longest Occurrence | No Timing Information |
Interference Location | Other |
Interference Observed In Days | 0 |
Home Wiring Problem | Not Detected |
Downstream Policing Discard Rate | 0.03 |
Customer Traffic Level | Upstream and Downstream Traffic Detected |
Technology | VDSL |
Current 15Min Bin Retrains | 0 |
Last 15Min Bin Retrains | 0 |
DP Type | External |
Profile Name | 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off |
Time Stamp | 2019-11-09T12:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 79.9 Mbps | 79.9 Mbps | 79.9 Mbps |
Up Stream Line Rate | 19.9 Mbps | 20.0 Mbps | 19.9 Mbps |
Up Time | 746.0 Sec | 900.0 Sec | 899.8 Sec |
Retrains | 0.0 | 1.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-11-22T11:28:17Z | 2019-11-22T11:43:17Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: 3 disconnects in the past 24 hours
06-12-2019 1:20 AM
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The disconnects have gotten worse, at least 4 of them in the past 24 hours, what's the point in paying for a service if I get something so sub par.
( 226.550000) PPP LCP Send Termination Request [User request]
Every time the internet goes down, this is near it, WHAT IS IT AND WHY IS IT CAUSING ISSUES?
Re: 3 disconnects in the past 24 hours
06-12-2019 12:36 PM
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Hey @Theo1612,
Thanks for getting back in touch with us.
I've performed a few tests over your service and I can see your connection has dropped quite a fair bit over the past couple of days as per the below graph. If you aren't already please make sure you're connected into the test socket. Is there anything in your property that may be causing these drops? I.e. Hive, Nest, baby monitors?
Re: 3 disconnects in the past 24 hours
07-12-2019 3:46 AM
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I've been using the TW-9970 now for 6 hours and all seems well, although I have been having issues with my ping again, it increases if I watch any video online, which is not good, I managed to sort it by taking the static ip, will the static IP need to be reapplied as I've changed routers?
Re: 3 disconnects in the past 24 hours
08-12-2019 4:39 PM
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Hi @Theo1612,
Are you connected into your test socket? Your static IP will not need to be reapplied either by us or you.
Thanks.
Re: 3 disconnects in the past 24 hours
09-12-2019 9:26 AM
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Re: 3 disconnects in the past 24 hours
09-12-2019 10:29 AM
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Re: 3 disconnects in the past 24 hours
09-12-2019 7:33 PM
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Hi there,
It's easiest to leave the router to pick up the IP automatically and you'll get assigned the same static IP, it would only change if we had your account set up for dynamic IP (which yours isn't)
You can always try a factory reset but the best way to rule the hardware out is to try another known working router, we'd only look to replace such hardware if there was a clear issue with it but given the issue you're having that's less than likely.
Thanks for reporting a fault with us by the way, that's already with Openreach and we'll update you as soon as we have a further response from then within the next few days.
Re: 3 disconnects in the past 24 hours
09-12-2019 7:49 PM
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Re: 3 disconnects in the past 24 hours
09-12-2019 8:43 PM
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OK, sorry for missing that part of what you were saying!
If you can give a factory reset a try in that case and if that doesn't help please let me know and I'll ship a replacement out to you.
Re: 3 disconnects in the past 24 hours
11-12-2019 9:47 AM
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Hi Adam,
I've factory reset the router, is it normal that the internet details stayed on it?
Also, are you able to check if it has the latest firmware?
Re: 3 disconnects in the past 24 hours
11-12-2019 9:51 AM
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Also, can you reapply the static IP, my ping fluctuates and last time taking the static ip fixed it, so I'm hoping a reapply will fix it again
Re: 3 disconnects in the past 24 hours
11-12-2019 2:15 PM
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- Re: 3 disconnects in the past 24 hours