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3 disconnects in the past 24 hours

Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

3 disconnects in the past 24 hours

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)
13 REPLIES 13
Plusnet Help Team
Plusnet Help Team
Posts: 608
Thanks: 89
Fixes: 36
Registered: ‎25-02-2019

Re: 3 disconnects in the past 24 hours

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
If this post resolved your issue please click the 'This fixed my problem' button
 Faris
 Plusnet Help Team
Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

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?

Plusnet Help Team
Plusnet Help Team
Posts: 1,461
Thanks: 140
Fixes: 63
Registered: ‎06-08-2018

Re: 3 disconnects in the past 24 hours

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?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

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?

Plusnet Help Team
Plusnet Help Team
Posts: 1,461
Thanks: 140
Fixes: 63
Registered: ‎06-08-2018

Re: 3 disconnects in the past 24 hours

Hi @Theo1612,

 

Are you connected into your test socket? Your static IP will not need to be reapplied either by us or you.

 

Thanks.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

Yes I am, the reason I ask is because the router has an option to take the ip adress from the isp instead? Should I choose that option and put the static ip in?
Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

Also, the previous Plusnet router, would a factory reset help with the disconnects? The tp link one hasn't disconnected from the internet all weekend. If not could I get a replacement router sent out?
Plusnet Help Team
Plusnet Help Team
Posts: 14,862
Thanks: 395
Fixes: 112
Registered: ‎27-04-2007

Re: 3 disconnects in the past 24 hours

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

The issue doesn't happen with the tp link router, it's only the Plusnet router I'm having issues with, therefore it's a router issue
Plusnet Help Team
Plusnet Help Team
Posts: 14,862
Thanks: 395
Fixes: 112
Registered: ‎27-04-2007

Re: 3 disconnects in the past 24 hours

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. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

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?

Theo1612
Dabbler
Posts: 21
Thanks: 1
Registered: ‎23-10-2019

Re: 3 disconnects in the past 24 hours

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

Plusnet Help Team
Plusnet Help Team
Posts: 1,087
Thanks: 127
Fixes: 47
Registered: ‎26-03-2018

Re: 3 disconnects in the past 24 hours

Hi @Theo1612,

I've responded here. Moving forward I would ask that we keep our conversation contained to one thread to avoid any confusion.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team