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Connection dropping 'on the hour'

Grafter
Posts: 54
Thanks: 3
Registered: ‎07-02-2010

Connection dropping 'on the hour'

Hi,

I've noticed that our connection sometimes drops on the hour (i.e. 9:00 pm or 10:00 pm etc), this has happened quite a few times and cannot just be a coincidence. I have raised it in a ticket asking if there were any interventions at the exchange or network and I am told:

"We have not been advised of any planned maintenance in your area. I have retested the line today and no fault was found. It also appears the connection has remained stable. I hope this clears things up for you".

 

Well, it just happened again tonight while streaming a film with the kids.

Details from the logs below, someone at PlusNet must be able to interpret this … 'Initializing transaction for event code 4 VALUE CHANGE', 'Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username' etc. From the logs:

 

20:00:58, 10 Jul. (535734.660000) CWMP: session closed due to error: Could not resolve host

20:00:57, 10 Jul. (535734.570000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

20:00:57, 10 Jul. (535734.560000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

20:00:53, 10 Jul. (535729.920000) Lease for IP 192.168.1.68 expired. MAC: 04:91:62:07:b1:e0, host name: Xbox-​360-​04-​91-​62-​07-​b1-​e0

20:00:43, 10 Jul. (535719.920000) Lease for IP 192.168.1.68 expired. MAC: 04:91:62:07:b1:e0, host name: Xbox-​360-​04-​91-​62-​07-​b1-​e0

20:00:33, 10 Jul. (535709.920000) Lease for IP 192.168.1.68 expired. MAC: 04:91:62:07:b1:e0, host name: Xbox-​360-​04-​91-​62-​07-​b1-​e0

20:00:27, 10 Jul. (535704.200000) CWMP: session closed due to error: Could not resolve host

20:00:27, 10 Jul. (535704.160000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username

20:00:27, 10 Jul. (535704.150000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

20:00:27, 10 Jul. (535703.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

20:00:25, 10 Jul. (535701.660000) PTM over DSL is down after 2398 minutes uptime

20:00:25, 10 Jul. (535701.640000) PPPoE is down after 2397 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

20:00:21, 10 Jul. (535698.530000) PPP LCP Send Termination Request [User request]

 

Can anyone decipher this log?

Many thanks

 

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

50 REPLIES 50
Seasoned Hero
Posts: 5,763
Thanks: 2,548
Fixes: 168
Registered: ‎30-06-2016

Re: Connection dropping 'on the hour'

@prosser99 

This is telling us that your PPPoE has been up for 40 hours, not 1 hour. This makes me wonder whether you are connecting by wireless and this is a wireless not service problem.

Are you connecting by wireless? If so have you noticed the same drop when connected via an Ethernet cable?

Superuser
Superuser
Posts: 16,569
Thanks: 6,792
Fixes: 62
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

@Baldrick1 

What has the loss of the PPP session got to do with WiFi operations?

 

@prosser99 

The log diagnostic clearly indicates that the PPP session ran for 40 hours (give or take) - where are you getting the "every hour" perspective from?  Within the clutch of PPP down and recover messages is a LAN DHCP lease renewal ... which (depending on the DHCP lease duration) might happen every hour.

Which router is this?

Grafter
Posts: 54
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi All,

This is not a disconnection every hour issue, but seems to happen 'On The Hour' every few days. i.e. as an example at 9:00 pm on the dot, rather than a random time. Last night it happened at 9:00 pm on the dot.

We tend to notice it when we are streaming a film and it buffers, we all look at our watches as say - yep, 9 o'clock or 10 o'clock etc!

The router is a standard PlusNet Hub One, a couple of years old.

To me it seems like there may be something at the exchange or wider in the network that is scheduled for running / changing on the hour (not every hour) and results in us getting disconnected. I'd like to know what that is.

I would be happy to live with it if its work being carried out at more reasonable times for BT / PlusNet staff due to staff shortages during these times, but would like to be told that.

If its an issue inside the home or with the router I would equally like to know so it can be fixed. 

From the logs I expect someone who knows the router/protocols etc in detail should be able to give a view as to what's happening here.

Many thanks.

Seasoned Hero
Posts: 5,763
Thanks: 2,548
Fixes: 168
Registered: ‎30-06-2016

Re: Connection dropping 'on the hour'

@Townman 

My argument went like this:

The session has been dropped after 40 hours. The OP is reporting loss of connectivity ever hour. Are the two events coincidental and the OP experiencing an unconnected periodic drop every hour due to local EMI.resulting in temporary loss of WiFi? Hence my question.

Superuser
Superuser
Posts: 16,569
Thanks: 6,792
Fixes: 62
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

@bobpullen 

Do you have any insight here please?

I have seen something of similar ilk (which I have not yet had time to document) on the router trial elsewhere.

Superuser
Superuser
Posts: 16,569
Thanks: 6,792
Fixes: 62
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

@Baldrick1 

"drops on the hour (i.e. 9:00 pm or 10:00 pm etc), this has happened quite a few times and cannot just be a coincidence"

Hmmm - yes, I too read that as EVERY hour - but @prosser99's update clarifies a lot - and it matches something I'm seeing elsewhere at 18:00 every day, but not a loss of PPP.

Grafter
Posts: 54
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi,

We've just had another disconnection ... at 8 o'clock BST (well 10 seconds past) this time, same signature in the logs as last night. 

 

19:00:16, 11 Jul. (618491.350000) CWMP: session closed due to error: Could not resolve host
19:00:16, 11 Jul. (618491.330000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
19:00:16, 11 Jul. (618491.320000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
19:00:15, 11 Jul. (618490.980000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:00:13, 11 Jul. (618488.860000) Lease for IP 192.168.1.68 expired. MAC: 04:91:62:07:b1:e0, host name: Xbox-​360-​04-​91-​62-​07-​b1-​e0
19:00:13, 11 Jul. (618488.860000) PTM over DSL is down after 1377 minutes uptime
19:00:13, 11 Jul. (618488.830000) PPPoE is down after 1376 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
19:00:10, 11 Jul. (618485.680000) PPP LCP Send Termination Request [User request]

 

Does anyone have any theories yet? 

Superuser
Superuser
Posts: 16,569
Thanks: 6,792
Fixes: 62
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

3 minutes short of 23 hours.

I doubt that there will be any quick answers here. This looks like a loss of the PPP session without the loss of xDSL.
Hooked
Posts: 6
Registered: ‎30-06-2020

Re: Connection dropping 'on the hour'

I've had the same problem in that we are watching BBC iPlayer on the smart TV and at 21:00hrs (BST) an orange light starts flashing on the Hub One router and we lose the connection. We then have to wait 5-10 mins in order for the connection to be restored. Inevitably the same thing happens again a short while later. If we are watching a 1hr program the connection can be lost 2 or 3 times. The event log shows "PPP LCP Send Termination Request [User request]" at the time of the disconnection. Strangely enough we don't get the disconnection issues during the working day time (08:00 - 19:00hrs) at all when working from home - laptop connected via WiFi to work, Microsoft Teams meetings, Zoom, YouTube, etc..

At the moment the router is plugged in to the test socket and now we get issues with connecting to the router via WiFi. For example, in the middle of reading the news online the WiFi signal disappears but reappears up to 20 mins later. However, this seems to happen outside of these hours 08:00 - 19:00hrs.

We've only been getting the issues above since using the PlusNet Hub One router. I am beginning to suspect that this is the source of the problem.

Seasoned Hero
Posts: 5,763
Thanks: 2,548
Fixes: 168
Registered: ‎30-06-2016

Re: Connection dropping 'on the hour'


@Townman wrote:

@Baldrick1 

"drops on the hour (i.e. 9:00 pm or 10:00 pm etc), this has happened quite a few times and cannot just be a coincidence"

Hmmm - yes, I too read that as EVERY hour - but @prosser99's update clarifies a lot - and it matches something I'm seeing elsewhere at 18:00 every day, but not a loss of PPP.


I wonder whether it's a more general problem and not just Hub Ones? https://community.plus.net/t5/My-Router/BT-Smart-Hub-6-rebooting-everyday-at-12am/m-p/1746248#M19792

Grafter
Posts: 54
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi,

@Baldrick1 that report (https://community.plus.net/t5/My-Router/BT-Smart-Hub-6-rebooting-everyday-at-12am/m-p/1746248#M19792... is interesting, has lots of common features in the log reported.

The symptoms are not quite the same though - my PlusNet router recovers on its own, I don't need to restart and possibly more interesting, I did a factory reset on Sunday and since then the issue has not reoccurred yet.

Although it didn't happen every day so I would need to leave it for a couple of weeks before I was convinced it had gone away.

To be clear - I did a factory reset and manually made my minimal changes (password, SSID name and channel changes only).

I'll post an update if the issue reoccurs or in a week if it doesn't, please don't mark it as fixed.

Hooked
Posts: 6
Registered: ‎30-06-2020

Re: Connection dropping 'on the hour'

My Hub One recovers on its own too but doesn't occur every day. As mentioned earlier, I'm currently plugged in to the test socket and experiencing different WiFi connectivity issues but tomorrow I will start by plugging in the BT Openreach face plate and then connecting my landline phone and NAS drive and see how it goes. If problems return I will try to disable the 5GHz band (is this possible?) and if that fails I may try a factory reset and take it from there.

The BT engineer suggested this may be a house wiring problem but I can't see how that holds water as the router only crashes during the evening.

Hooked
Posts: 6
Registered: ‎14-07-2020

Re: Connection dropping 'on the hour'

Hey all, Been a Plusnet customer for years and noticed this fault occurring this year...
I recontracted a month ago and asked for a replacement router(hub one) thinking it was the old openreach modem Thomson combo that was playing up(surprise... it wasn't)
28/6 20:24 dropped line
3/7 20:33 dropped line
8/7 20:51 dropped line
13/7 20:30 dropped line
The same sort of router logs reset user-requested shutdown. I had then checked to see if I was on an ECI cab and the hub one chipset was conflicting as per other BT posts on this issue but it appears to be a Huawei. There doesn't seem to be any resolution on this issue beyond moving service 😕
The only thing I noticed is the router log timestamp is an hour behind and can't see where to change it.

Jumped on here and see others have similar problems.  I don't care if it resets at 4 in the morning but with 3 gamers in the house, it is beginning to grate Cheesy 
Oh, and we have had router resets when no devices are connected to see if it was our side.

Community Gaffer
Community Gaffer
Posts: 14,808
Thanks: 2,378
Fixes: 163
Registered: ‎04-04-2007

Re: Connection dropping 'on the hour'


@Townman wrote:
I doubt that there will be any quick answers here. This looks like a loss of the PPP session without the loss of xDSL.

Not the case. @prosser99's router is dropping sync with the cabinet as can be seen below (grey bars). The PPP references in the router logs are likely a consequence of the underlying DSL connection dropping:-

sync.JPG

Same situation with @Fred_Scuttle (although doesn't look to have been too bad over recent days):-

sync_2.JPG

@PeterD1 your case looks very interesting. Something is definitely happening routinely at the same time every five days. Again though, the actual line itself is dropping:-

sync3.JPG

As an aside, your router isn't correctly registered on our hardware management platform. I've fixed that but you will need to factory reset at your side by inserting something into the pinhole at the rear of the device until the status light flashes green.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵