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Connection drop, TP Link router or Plusnet?

MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Connection drop, TP Link router or Plusnet?

Hi, I wonder if any Plusnet staff are able to help? My router has started dropping the connection on a regular basis, usually in the late evening. I'm using a TP Link Archer VR 600. When I look in the logs I see this entry regarding 'ppp0 user request' at the same time:

 

 

475 2018-01-18 22:30:13 PPP Information ppp0 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0x95922fc8>]
474 2018-01-18 22:30:13 PPP Information ppp0 sent [PADI Host-Uniq(0x0000569f)]
473 2018-01-18 22:29:55 PPP Error ppp0
472 2018-01-18 22:29:52 PPP Information ppp0 sent [LCP TermReq id=0x4 "User request"]
471 2018-01-18 22:29:49 PPP Information ppp0 sent [LCP TermReq id=0x3 "User request"]
470 2018-01-18 22:29:49 PPP Warning ppp0 LCP down
469 2018-01-18 22:29:49 PPP Error ppp0 LCP down
468 2018-01-18 22:29:49 PPP Error ppp0 User request

 

I wonder if it's my router or if there's an issue with the line or at the cabinet?

Any help appreciated, thanks. Smiley

9 REPLIES
MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

Just lost connection again twice in quick succession. Please can a Plusnet staff member have a look to see if they can see the connection dropping and if there are any problems with my line?

Thanks

Community Veteran
Posts: 1,232
Thanks: 18
Fixes: 2
Registered: 22-06-2012

Re: Connection drop, TP Link router or Plusnet?

Have you tried running the BT line checker?

 

http://speedtest.btwholesale.com/

MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

Just ran the BT Line Checker:

 

Download speedachieved during the test was - 65.16 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-68.57 Mbps .
 Additional Information:
 IP Profile for your line is - 68.57 Mbps

Upload speed achieved during the test was - 17.28Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

 

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

Would really appreciate it if Plusnet support could check my line.

MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

Just had more disconnects in the last hour, wife and kids were getting Netflix rage so I've switched out the TP Link box and put the BT modem and PlusNet supplied Technicolor router back in place for now. This should hopefully rule out the TP Link box one way or the other.

Plusnet Help Team
Plusnet Help Team
Posts: 5,152
Thanks: 1,165
Fixes: 254
Registered: 21-04-2017

Re: Connection drop, TP Link router or Plusnet?

Sorry to hear you're experiencing connection issues.

Our tests aren't finding the cause of the drops. How's it going with the equipment we've sent you?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

@Gandalf I've switched out my TP Link router for the BT modem and the Technicolor router supplied by PlusNet. Unfortunately I'm still having issues, and it always seems to be in the evening around 10pm. Tonight I've had two disconnects. The red light was showing on the Technicolor. I tried to get the logs but it seems they've been lost as i restarted the router during the second disconnect. The first disconnect was around 10:25 and the second around 10:35.

 

It doesn't seem to be the hardware seeing as I'm having the same issue as before. Can you see anything from your end?

MrRichThomas
Grafter
Posts: 51
Registered: 17-01-2013

Re: Connection drop, TP Link router or Plusnet?

@Gandalf also note that the connection speed seems to drop right down in the preceding minute before dropping completely. Websites are slow to load and buffering occurs on streaming apps like Netflix. Could it be congestion / over provisioning on the line? A speedtest usually gives me around 65 to 70 Mbps down and 19 up.

 

Also sounds similar to this: https://community.plus.net/t5/Fibre-Broadband/Congestion-or-something-else/td-p/1512599

Moderator
Moderator
Posts: 17,050
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Fixes: 142
Registered: 06-04-2007

Re: Connection drop, TP Link router or Plusnet?

@MrRichThomas

Just a reminder that Gandalf is on holiday till the end of this month. Hopefully another member of staff will pick this up.

Forum Moderator and Customer
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