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Broadband Keeps Dropping

Hooked
Posts: 7
Registered: ‎16-08-2020

Broadband Keeps Dropping

Hey all! 

So here are the details. 

We've been with Plusnet for a couple of months now and our router seems to keep dropping out. 

We're using the standard Plusnet router but are using Ubiquiti Access Points for the WiFi rather than the in-built in WiFi on the hub. 

Every so often (random intervals) the broadband keeps dropping and the light on the router begins to flash orange. The router then comes back after a couple of minutes. 

It's a total pain in the backside for something that should be reliable with a solid uptime it's not great. 

All user settings on the router at defaulted and the only thing added is the APs running off a desktop switch. 

The router has no extension leads or cables, everything is stock as was in the box. 

I've pulled some logs from the router (seen below) should they be of assistance.

15:05:07, 16 Aug.(2311752.880000) CWMP: session completed successfully
15:05:07, 16 Aug.(2311752.710000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
15:04:59, 16 Aug.(2311745.310000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:04:59, 16 Aug.(2311745.310000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:04:57, 16 Aug.(2311742.480000) WAN operating mode is VDSL
15:04:57, 16 Aug.(2311742.480000) Last WAN operating mode was VDSL
15:04:55, 16 Aug.(2311740.710000) PPP IPCP Receive Configuration ACK
15:04:55, 16 Aug.(2311740.700000) PPP IPCP Send Configuration Request
15:04:55, 16 Aug.(2311740.690000) PPP IPCP Receive Configuration NAK
15:04:55, 16 Aug.(2311740.690000) PPP IPCP Send Configuration ACK
15:04:55, 16 Aug.(2311740.690000) PPP IPCP Receive Configuration Request
15:04:55, 16 Aug.(2311740.680000) PPP IPCP Send Configuration Request
15:04:53, 16 Aug.(2311739.180000) PPPoE is up -​ Down Rate=62332Kbps, Up Rate=13042Kbps; SNR Margin Down=3.1dB, Up=6.2dB
15:04:53, 16 Aug.(2311739.150000) CHAP authentication successful
15:04:53, 16 Aug.(2311739.110000) CHAP Receive Challenge
15:04:53, 16 Aug.(2311739.110000) Starting CHAP authentication with peer
15:04:53, 16 Aug.(2311739.110000) PPP LCP Receive Configuration ACK
15:04:53, 16 Aug.(2311739.100000) PPP LCP Send Configuration Request
15:04:53, 16 Aug.(2311739.100000) PPP LCP Receive Configuration Reject
15:04:53, 16 Aug.(2311739.100000) PPP LCP Send Configuration ACK
15:04:53, 16 Aug.(2311739.100000) PPP LCP Receive Configuration Request
15:04:53, 16 Aug.(2311739.090000) PPP LCP Send Configuration Request
15:04:49, 16 Aug.(2311734.920000) Lease for IP 192.168.1.xx renewed by host xxxxxxxxxx (MAC xxxxxxxxxx ). Lease duration: 1440 min
15:04:49, 16 Aug.xxxxxxxxxx  Lease time: 1440 min. Link rate: 1000.0 Mbps
15:04:49, 16 Aug.(2311734.830000) Lease requested
15:04:16, 16 Aug.(2311701.730000) Device disconnected: Hostname: xxxxxxxxxxx IP: 192.168.1.xx MAC: xxxxxxxxxx
15:04:03, 16 Aug.(2311689.140000) PTM over DSL is up
15:04:01, 16 Aug.(2311687.110000) CWMP: session closed due to error: Could not resolve host
15:04:01, 16 Aug.(2311687.090000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:04:01, 16 Aug.(2311687.080000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:03:31, 16 Aug.(2311656.740000) CWMP: session closed due to error: Could not resolve host
15:03:31, 16 Aug.(2311656.720000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
15:03:31, 16 Aug.(2311656.710000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:03:30, 16 Aug.(2311656.370000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:03:28, 16 Aug.(2311653.950000) PTM over DSL is down after 1695 minutes uptime
15:03:28, 16 Aug.(2311653.950000) PPPoE is down after 1694 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
15:03:25, 16 Aug.(2311650.940000) PPP LCP Send Termination Request [User request]
15:02:46, 16 Aug.IN: BLOCK [16] Remote administration (TCP [198.xx.xx.xx]:58454-​>[80.xxx.xxx.xx]:8080 on ppp3)

 

 Firmware version:Software version 4.7.5.1.83.8.263 Last updated Unknown

 

If there are any further details people need please let me know. 

Cheers! 

13 REPLIES 13
Moderator
Moderator
Posts: 30,127
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Registered: ‎14-04-2007

Re: Broadband Keeps Dropping

Moderator's note by Dick (Strat): Post above released from Auto Spam Filter.

Customer and Forum Moderator. Windows 10 Firefox 84.0.2 (64-bit)

Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

It's just happened again for the second time today. Some days will be good with no drops (or noticeable anyway) and others there can be 2/3 drops. 

The weather outside isn't raining or windy so I don't think it's that. 

Likewise, I've completely reset my router again now to try and fix it. But other suggestions are welcome. 

Newbie
Posts: 2
Registered: ‎18-08-2020

Re: Broadband Keeps Dropping

By chance do you have sky Q. 

Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

Nope. No Sky.
Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

Happened again several times since this.
Can anyone help?
Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

Happened again today....
What is happening?!
Seasoned Hero
Posts: 5,816
Thanks: 2,567
Fixes: 169
Registered: ‎30-06-2016

Re: Broadband Keeps Dropping

@Marknsam 

Are you saying that this is the only drop that you have had in the last 3 weeks?

Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

Unfortunately not, there's been multiple drops since but I'm not always in the house to experience it.

My other half however reports drops almost daily when she is working from home.

I've noticed on other posts that Plusnet members of staff can do scans on connections....I wonder if they could do mine?

I'm rarely available to report these issues via telephone etc so the forum was the easiest place to look.

As mentioned, I've done multiple resets of the router now which haven't helped.
Seasoned Hero
Posts: 5,816
Thanks: 2,567
Fixes: 169
Registered: ‎30-06-2016

Re: Broadband Keeps Dropping

@Marknsam 

 What you need is a Plusnet staffer to look at your Radius chart. If it's only one drop a day I suspect that you will have problems getting any priority to getting it looked at at the current time.

Hooked
Posts: 7
Registered: ‎16-08-2020

Re: Broadband Keeps Dropping

Ah ok, how do I arrange that?

It's just dropped again this evening and also today....I think you'll agree that even 1 drop a day is not acceptable for a service that you have a 99.9% up time.
Seasoned Hero
Posts: 5,816
Thanks: 2,567
Fixes: 169
Registered: ‎30-06-2016

Re: Broadband Keeps Dropping

@Marknsam 

Hopefully a Plusnet staffer will come along and pick up this post. Whist I agree that one or two drops a day is a nuisance the problem at the moment is one of limited resources to look at what others may consider to be a minor issue. 

Moderator
Moderator
Posts: 24,630
Thanks: 4,442
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Registered: ‎11-01-2008

Re: Broadband Keeps Dropping


Moderators Note


This topic has been moved from ADSL Broadband to Fibre

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Plusnet Help Team
Plusnet Help Team
Posts: 18,035
Thanks: 5,771
Fixes: 964
Registered: ‎21-04-2017

Re: Broadband Keeps Dropping

Thanks for your post @Marknsam 

I'm sorry for the connection issues. This post is probably just for visibility as I understand we've been speaking over Twitter tonight and I've taken personal ownership of your fault ticket 208299841 Smiley

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