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Broadband keep dropping out, no issue found on the line

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escsanji
Dabbler
Posts: 13
Fixes: 1
Registered: ‎11-03-2021

Broadband keep dropping out, no issue found on the line

Newly switched to Plusnet from Virgin due to their impossible upload speed.

Plusnet has been good for about 2 weeks, but suddenly had a loss of service last Saturday for more than half a day.  It came back in the evening so I cancelled the engineer visit which was booked on the day.

Since then, I have had various frequency of connection drop outs, with more than 10 on Tuesday. An engineer visited on Wednesday morning (when the connection was fine) and found no fault on the line, reset the connection and changed the micro filter.

From then I still had 2 drop outs, with below log entries:

 

4:13:04, 11 Mar.(154808.740000) PPP LCP Send Configuration Request
14:12:16, 11 Mar.(154760.750000) PTM over DSL is up
14:04:46, 11 Mar.(154310.820000) PTM over DSL is down after 623 minutes uptime
14:04:46, 11 Mar.(154310.820000) PPPoE is down after 622 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
18 REPLIES 18
Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

Welcome first of all to our community forums @escsanji 

I'm sorry for the issues with your connection. I've tested your line today and the tests aren't showing any issues but we can definitely see the drops you've had although it looks a lot more stable than it was on Tuesday.

I'd recommend keeping an eye on things and if your connection continues to drop, I reckon we'd have to arrange another engineer to investigate further. I've attached a copy of the test results below if you're interested:

GEA Test Detail
Circuit ID NA Service ID [redacted]
 
 
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 63.7 Mbps
Upstream Speed 18.2 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 257.9
Upstream Rate Assessment Low
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
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-74M Downstream, Retransmission High - 0.128M-20M Upstream, Retransmission High
Time Stamp 2021-03-10T21:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 66.9 Mbps 73.9 Mbps 69.5 Mbps
Up Stream Line Rate 19.0 Mbps 20.0 Mbps 19.3 Mbps
Up Time 546.0 Sec 900.0 Sec 892.7 Sec
Retrains 0.0 49.0 0.8
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2021-03-11T17:06:25Z 2021-03-11T17:21:25Z
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
 Anoush Mortazavi
 Plusnet Help Team
escsanji
Dabbler
Posts: 13
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Many thanks for the investigation Anoush 

 

I'm monitoring this and will take down my BT Whole Home Mesh just to rule that out. However just wondering if anyone had similar issues and had luck resolving that with a 3rd party router?

 

Since at the moment there isn't much to be done -- unless Engineer visited right at the time of a drop out and rule out this is an issue with the line, it must then be the equipment (I have not touched it since the engineer left).

Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

No problem @escsanji let us know how your troubleshooting goes. I can't speak for other people but the Hub One is perfectly capable to hold a connection for months on end without issues so I'm not confident the issue's the router itself, although the router may have developed a fault (Given how new it is though that may be unlikely)

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
escsanji
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

On that note, I did see below in the Hub log, and wonder could this be an old hub since I only had it for a few weeks?

 

Recorded events

Time and date Message
10:45:34, 15 Feb. STP Alert: Port eth0 leaving blocking state.
00:03:34, 08 Nov. ( 215.130000) The system is going DOWN for reboot.

 

22:43:31, 15 Feb. ( 404.410000) Reset button pressed
00:09:54, 08 Nov. ( 595.830000) Reset button pressed
Baldrick1
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Re: Broadband keep dropping out, no issue found on the line

@escsanji 

As you have moved from Virgin have you had a new line installed with a new Master socket that is clipped in place!

If so it might be worth unplugging it and trying with the filter that came with your hub plugged into the test socket if the fault comes back.

I note that your service has been banded, presumably as a result of these drops. Depending on when this was applied might be a factor in the improvement. If the fault is cured you could ask for this to be removed

Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

@escsanji thanks for the logs, and sorry to point out the obvious but did you (or anybody in your property) reboot the router at those times? If the answer's no I think it'd be worth us sending a replacement.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
escsanji
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Thanks for your reply. As a matter of fact, it was a new socket and new line installation. However, when my issue firstly occured last weekend, I have already moved it to the test socket and no further issues were seeing while I was on there, just more drop outs.

When the Engineer visited on Wednesday, he replaced the socket with the one that has 2 sockets and removed the need for micro filter, in case that was causing the issue. I could open that up and re-use the test socket with micro filter, but don't think it will provide more than they already tested.

Not sure what you mean by banded though?

escsanji
Dabbler
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Hi Anoush, I only signed up with Plusnet 3 weeks ago, 15th Feb was the first time it was turned on ( I did receive the package a couple of days before that), the 08 Nov log was obviously from a previous usage.

Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

Ah yeah. I need a strong coffee...

Sounds like it may be a refurbished router although as far as I'm aware they're refurbished to the same standard of a new router. Replacing the router is still an option we can explore though, let us know how it goes over the next few days.

@Baldrick1 what's odd is that the banding you can see on the GEA test is 74mbps as of yesterday but checking a generally more accurate system, the banding's showing at "Downstream: 0.128M-80M with Retransmission (High). Upstream: 0.128M-20M with Retransmission (Low)" also as of yesterday.

Normally I'd say the sync speed's not banded as a GEA shows it as 63.7mbps but the more accurate system shows the sync speed at 73997 as of yesterday. To cut a long story short it does look like the speed is banded. Not sure that removing the banding is the right call at this stage as it may be holding back further drops.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
escsanji
Dabbler
Posts: 13
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Looks like a few incidents in the early hours, struggled for almost an hour, it is holding up ok since then, going to see if starts to develop a pattern. i.e. around 3am and 2pm etc

 

03:30:56, 12 Mar. (202679.040000) PPPoE is up -​ Down Rate=57363Kbps, Up Rate=16229Kbps; SNR Margin Down=10.9dB, Up=13.5dB
03:30:56, 12 Mar. (202679.020000) CHAP authentication successful
03:30:56, 12 Mar. (202678.980000) CHAP Receive Challenge
03:30:56, 12 Mar. (202678.980000) Starting CHAP authentication with peer
03:30:56, 12 Mar. (202678.970000) PPP LCP Receive Configuration ACK
03:30:56, 12 Mar. (202678.970000) PPP LCP Send Configuration Request
03:30:56, 12 Mar. (202678.970000) PPP LCP Receive Configuration Reject
03:30:56, 12 Mar. (202678.970000) PPP LCP Send Configuration ACK
03:30:56, 12 Mar. (202678.960000) PPP LCP Receive Configuration Request
03:30:56, 12 Mar. (202678.960000) PPP LCP Send Configuration Request
03:30:05, 12 Mar. (202628.680000) PTM over DSL is up
03:26:58, 12 Mar. (202441.710000) PTM over DSL is down after 0 minutes uptime
03:26:26, 12 Mar. (202409.750000) PTM over DSL is up
03:15:33, 12 Mar. (201756.020000) PTM over DSL is down after 2 minutes uptime
03:15:33, 12 Mar. (201756.010000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
03:15:30, 12 Mar. (201752.920000) PPP LCP Send Termination Request [User request]
03:14:03, 12 Mar. (201666.130000) WAN operating mode is VDSL
03:14:03, 12 Mar. (201666.130000) Last WAN operating mode was VDSL
03:14:01, 12 Mar. (201664.550000) PPP IPCP Receive Configuration ACK
03:14:01, 12 Mar. (201664.540000) PPP IPCP Send Configuration Request
03:14:01, 12 Mar. (201664.530000) PPP IPCP Receive Configuration NAK
03:14:01, 12 Mar. (201664.530000) PPP IPCP Send Configuration ACK
03:14:01, 12 Mar. (201664.520000) PPP IPCP Receive Configuration Request
03:14:01, 12 Mar. (201664.210000) PPP IPCP Send Configuration Request
03:13:59, 12 Mar. (201662.810000) PPPoE is up -​ Down Rate=57363Kbps, Up Rate=16229Kbps; SNR Margin Down=10.8dB, Up=13.1dB
03:13:59, 12 Mar. (201662.790000) CHAP authentication successful
03:13:59, 12 Mar. (201662.750000) CHAP Receive Challenge
03:13:59, 12 Mar. (201662.740000) Starting CHAP authentication with peer
03:13:59, 12 Mar. (201662.740000) PPP LCP Receive Configuration ACK
03:13:59, 12 Mar. (201662.740000) PPP LCP Send Configuration Request
03:13:59, 12 Mar. (201662.730000) PPP LCP Receive Configuration Reject
03:13:59, 12 Mar. (201662.730000) PPP LCP Send Configuration ACK
03:13:59, 12 Mar. (201662.730000) PPP LCP Receive Configuration Request
03:13:59, 12 Mar. (201662.730000) PPP LCP Send Configuration Request
03:13:09, 12 Mar. (201611.900000) PTM over DSL is up
03:09:46, 12 Mar. (201408.980000) PTM over DSL is down after 8 minutes uptime
03:09:46, 12 Mar. (201408.970000) PPPoE is down after 7 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
03:09:43, 12 Mar. (201405.910000) PPP LCP Send Termination Request [User request]
03:01:46, 12 Mar. (200929.160000) WAN operating mode is VDSL
03:01:46, 12 Mar. (200929.160000) Last WAN operating mode was VDSL
03:01:44, 12 Mar. (200927.580000) PPP IPCP Receive Configuration ACK
03:01:44, 12 Mar. (200927.570000) PPP IPCP Send Configuration Request
03:01:44, 12 Mar. (200927.560000) PPP IPCP Receive Configuration NAK
03:01:44, 12 Mar. (200927.520000) PPP IPCP Send Configuration ACK
03:01:44, 12 Mar. (200927.520000) PPP IPCP Receive Configuration Request
03:01:44, 12 Mar. (200927.250000) PPP IPCP Send Configuration Request
03:01:43, 12 Mar. (200925.850000) PPPoE is up -​ Down Rate=57363Kbps, Up Rate=16229Kbps; SNR Margin Down=10.9dB, Up=13.6dB
03:01:42, 12 Mar. (200925.830000) CHAP authentication successful
03:01:42, 12 Mar. (200925.800000) CHAP Receive Challenge
03:01:42, 12 Mar. (200925.800000) Starting CHAP authentication with peer
03:01:42, 12 Mar. (200925.790000) PPP LCP Receive Configuration ACK
03:01:42, 12 Mar. (200925.790000) PPP LCP Send Configuration Request
03:01:42, 12 Mar. (200925.780000) PPP LCP Receive Configuration Reject
03:01:42, 12 Mar. (200925.780000) PPP LCP Send Configuration ACK
03:01:42, 12 Mar. (200925.780000) PPP LCP Receive Configuration Request
03:01:42, 12 Mar. (200925.780000) PPP LCP Send Configuration Request
03:00:52, 12 Mar. (200875.470000) PTM over DSL is up
02:55:04, 12 Mar. (200526.980000) PTM over DSL is down after 2 minutes uptime
02:55:04, 12 Mar. (200526.970000) PPPoE is down after 1 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
02:55:01, 12 Mar. (200523.870000) PPP LCP Send Termination Request [User request]
02:53:48, 12 Mar. (200451.530000) WAN operating mode is VDSL
02:53:48, 12 Mar. (200451.530000) Last WAN operating mode was VDSL
02:53:47, 12 Mar. (200449.990000) PPP IPCP Receive Configuration ACK
02:53:47, 12 Mar. (200449.980000) PPP IPCP Send Configuration Request
02:53:47, 12 Mar. (200449.970000) PPP IPCP Receive Configuration NAK
02:53:47, 12 Mar. (200449.970000) PPP IPCP Send Configuration ACK
02:53:47, 12 Mar. (200449.970000) PPP IPCP Receive Configuration Request
02:53:47, 12 Mar. (200449.930000) PPP IPCP Send Configuration Request
02:53:45, 12 Mar. (200448.570000) PPPoE is up -​ Down Rate=57363Kbps, Up Rate=16229Kbps; SNR Margin Down=10.8dB, Up=13.5dB
02:53:45, 12 Mar. (200448.550000) CHAP authentication successful
02:53:45, 12 Mar. (200448.520000) CHAP Receive Challenge
02:53:45, 12 Mar. (200448.520000) Starting CHAP authentication with peer
02:53:45, 12 Mar. (200448.520000) PPP LCP Receive Configuration ACK
02:53:45, 12 Mar. (200448.510000) PPP LCP Send Configuration Request
02:53:45, 12 Mar. (200448.510000) PPP LCP Receive Configuration Reject
02:53:45, 12 Mar. (200448.510000) PPP LCP Send Configuration ACK
02:53:45, 12 Mar. (200448.500000) PPP LCP Receive Configuration Request
02:53:45, 12 Mar. (200448.500000) PPP LCP Send Configuration Request
02:52:55, 12 Mar. (200398.400000) PTM over DSL is up
02:47:28, 12 Mar. (200071.540000) PTM over DSL is down after 0 minutes uptime
02:46:36, 12 Mar. (200019.790000) PTM over DSL is up
Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

Thanks for the update, that could be due to overnight maintenance but keep us posted on how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
escsanji
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Was just about to post, another one just now and speed is down too, due to banding possibly?

 

Connection Information

Line state: Connected
Connection time: 0 days, 00:39:06
Downstream: 57.36 Mbps
Upstream: 16.23 Mbps
Gandalf
Plusnet Help Team
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Re: Broadband keep dropping out, no issue found on the line

There's banding on your line at "Downstream: 0.128M-74M with Retransmission (High). Upstream: 0.128M-20M with Retransmission (High)" but it's not restricting your sync speed of 57.36mbps

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
escsanji
Dabbler
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Registered: ‎11-03-2021

Re: Broadband keep dropping out, no issue found on the line

Right so the disconnects continues and are more frequent, the one between 2 and 4am seems to be consistent, others are more random throughout the day

 

02:12:58, 13 Mar. (47936.100000) PTM over DSL is down after 796 minutes uptime
02:12:58, 13 Mar. (47936.080000) PPPoE is down after 795 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

 

07:53:00, 13 Mar. (68337.600000) PTM over DSL is down after 328 minutes uptime
07:53:00, 13 Mar. (68337.600000) PPPoE is down after 328 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

 

12:09:58, 13 Mar. ( 3204.510000) PTM over DSL is up
11:56:42, 13 Mar. ( 2408.950000) PTM over DSL is down after 38 minutes uptime
11:56:42, 13 Mar. ( 2408.930000) PPPoE is down after 37 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

 

The more annoying thing is that now the speed has dropped significantly

Connection Information

Line state: Connected
Connection time: 0 days, 01:43:26
Downstream: 52.51 Mbps
Upstream: 14.34 Mbps

 

The down time can also be quite long, really annoying when working.  Overall it feels like this is gradually getting worse