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Connection dropping 'on the hour'

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi @PeterD1, don't worry about the hour out, i'm sure its recording GMT rather than BST hence the hour difference.

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

@bobpullen I have only had one dropout (15th -16th at almost midnight i.e. 'on the hour-ish') since doing a factory reset on the 12th July now (there have been a few power outages where I have been doing some DIY and turned off the house supply that can be ignored). 

So has the factory reset helped I wonder or has my line just got quieter and its all a coincidence?

I wondered if you could pull that line quality graph again please?

[I now have another problem, that the 5 GHz wireless seems to have disappeared, not sure if its factory reset related but i'll raise another thread for that one.]

 

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Hi @bobpullen here we go again - exactly 22:00 and the connection drops, just like before ...

21:00:36, 23 Jul. (184166.200000) CWMP: session closed due to error: Could not resolve host
21:00:36, 23 Jul. (184166.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:00:36, 23 Jul. (184166.160000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:00:05, 23 Jul. (184135.830000) CWMP: session closed due to error: Could not resolve host
21:00:05, 23 Jul. (184135.810000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:00:05, 23 Jul. (184135.800000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:00:05, 23 Jul. (184135.460000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:00:02, 23 Jul. (184132.430000) PTM over DSL is down after 3065 minutes uptime
21:00:02, 23 Jul. (184132.420000) PPPoE is down after 3064 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:59:59, 23 Jul. (184129.550000) PPP LCP Send Termination Request [User request]

 

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Community Gaffer
Community Gaffer
Posts: 14,633
Thanks: 2,225
Fixes: 153
Registered: ‎04-04-2007

Re: Connection dropping 'on the hour'


@PeterD1 wrote:

Oops. dropped again, 5 days like almost clockwork(router timestamp still 1 hour behind)


Not sure what to suggest at this point. It doesn't look to be anything caused by the router/our remote systems and the line is physically losing connectivity with the local cabinet when it happens which is all your router logs show; the CWMP entries are irrelevant. I note there was no drop yesterday though?

Strangely, I can't see any errors on your line around the time of that last drop. Might be worth you sharing a larger excerpt from the logs next time showing what happens in the run up the the event. I'm interested to see if there's any indication that the router system is restarting or similar (although it doesn't look like it from what you've shared). Have you noticed what the status light on the router does when this happens?

@prosser99 wrote:

I wondered if you could pull that line quality graph again please?

[I now have another problem, that the 5 GHz wireless seems to have disappeared, not sure if its factory reset related but i'll raise another thread for that one.]

Recent line drops below:-

line_drops.JPG

Regarding the 5GHz observation, might be worth a read of this.

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

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Hooked
Posts: 6
Registered: ‎14-07-2020

Re: Connection dropping 'on the hour'

Just dropped 😕  The P10 is my sons old phone not sure what the heck it is doing Wink

edit to add router shows orange blink then solid orange then solid blue.

20:15:35, 24 Jul. (879234.470000) PTM over DSL is up
20:15:28, 24 Jul. (879227.300000) CWMP: session closed due to error: Could not resolve host
20:15:28, 24 Jul. (879227.270000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
20:15:28, 24 Jul. (879227.260000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:14:58, 24 Jul. (879196.920000) CWMP: session closed due to error: Could not resolve host
20:14:58, 24 Jul. (879196.900000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
20:14:58, 24 Jul. (879196.890000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:14:57, 24 Jul. (879196.550000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
20:14:55, 24 Jul. (879193.900000) PTM over DSL is down after 8681 minutes uptime
20:14:55, 24 Jul. (879193.890000) PPPoE is down after 8681 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:14:51, 24 Jul. (879190.820000) PPP LCP Send Termination Request [User request]
19:31:43, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>66.102.1.108 on ppp3)
19:31:41, 24 Jul. BLOCKED 3 more packets (because of ICMP replay)
19:24:20, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>66.102.1.108 on ppp3)
19:24:17, 24 Jul. BLOCKED 2 more packets (because of ICMP replay)
19:24:17, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>66.102.1.108 on ppp3)
19:15:28, 24 Jul. BLOCKED 1 more packets (because of ICMP replay)
19:15:27, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>23.47.197.84 on ppp3)
19:15:24, 24 Jul. BLOCKED 5 more packets (because of ICMP replay)
19:15:24, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>23.47.197.84 on ppp3)
19:08:06, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>17.248.144.143 on ppp3)
19:08:03, 24 Jul. BLOCKED 2 more packets (because of ICMP replay)
19:08:03, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>17.248.144.143 on ppp3)
19:07:47, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>23.47.196.25 on ppp3)
19:07:45, 24 Jul. BLOCKED 2 more packets (because of ICMP replay)
19:07:44, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>23.47.196.25 on ppp3)
19:07:08, 24 Jul. (875126.920000) Device disconnected: Hostname: Peters-​iPhone IP: 192.168.1.66 MAC: cc:20:e8:23:b2:da
19:07:04, 24 Jul. ath00: STA cc:20:e8:23:b2:da IEEE 802.11: Client disassociated
19:05:43, 24 Jul. (875041.920000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
19:00:43, 24 Jul. (874741.920000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
18:55:43, 24 Jul. (874441.920000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
18:50:43, 24 Jul. (874141.920000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
18:45:43, 24 Jul. (873841.920000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
18:40:43, 24 Jul. (873541.900000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
18:35:43, 24 Jul. (873241.900000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
17:59:19, 24 Jul. (871057.960000) Lease for IP 192.168.1.67 renewed by host Galaxy-​S10 (MAC ae:45:7a:9e:4d:a3). Lease duration: 30240 min
17:59:19, 24 Jul. (871057.960000) Device connected: Hostname: Galaxy-​S10 IP: 192.168.1.67 MAC: ae:45:7a:9e:4d:a3 Lease time: 30240 min. Link rate: 108.7 Mbps
17:59:18, 24 Jul. (871057.880000) Lease requested
17:59:17, 24 Jul. ath00: STA ae:45:7a:9e:4d:a3 IEEE 802.11: Client associated
17:58:42, 24 Jul. (871021.770000) Device disconnected: Hostname: Galaxy-​S10 IP: 192.168.1.67 MAC: ae:45:7a:9e:4d:a3
17:58:41, 24 Jul. ath00: STA ae:45:7a:9e:4d:a3 IEEE 802.11: Client disassociated
17:24:57, 24 Jul. (868996.430000) Lease for IP 192.168.1.72 renewed by host Brian-​PC (MAC 04:d9:f5:f9:da:af). Lease duration: 30240 min
17:24:57, 24 Jul. (868996.420000) Device connected: Hostname: Brian-​PC IP: 192.168.1.72 MAC: 04:d9:f5:f9:da:af Lease time: 30240 min. Link rate: 100.0 Mbps
17:24:57, 24 Jul. (868996.330000) Lease requested
17:23:26, 24 Jul. IN: BLOCK [4] Illegal packet options (TCP [115.152.253.35]:6792-​>[46.208.164.51]:1433 on ppp3)
17:20:22, 24 Jul. (868721.490000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
17:14:39, 24 Jul. BLOCKED 3 more packets (because of ICMP replay)
17:14:38, 24 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 46.208.164.51-​>216.58.204.234 on ppp3)
16:40:22, 24 Jul. (866321.490000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
16:09:07, 24 Jul. (864446.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
16:04:07, 24 Jul. (864146.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:59:07, 24 Jul. (863846.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:54:07, 24 Jul. (863546.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:49:07, 24 Jul. (863246.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:44:07, 24 Jul. (862946.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:39:07, 24 Jul. (862646.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:29:07, 24 Jul. (862046.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:14:07, 24 Jul. (861146.460000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
15:04:07, 24 Jul. (860546.450000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
14:59:07, 24 Jul. (860246.450000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
14:54:07, 24 Jul. (859946.450000) Device disconnected: Hostname: HUAWEI_P10_lite IP: 192.168.1.68 MAC: 94:0e:6b:5f:04:9d
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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

@bobpullen If its any help here is my full event log for the period of the dropout on the 23/07.

I also had one last night but this time is was 10 past the hour, so not what I normally/often see.  

As a suggestion, my brother (also a plusnet customer and uses a 3rd party router) has an unused plusnet router that he has offered to lend to me. Would this work on my line and do you think it would be worth trying? although I cant see why my particular router would be deciding to drop everything at the stroke of the hour every few days?Huh

many thanks.

21:03:56, 23 Jul. (184366.450000) CWMP: session completed successfully
21:03:56, 23 Jul. (184366.280000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
21:03:50, 23 Jul. (184360.010000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:03:50, 23 Jul. (184360.000000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:03:47, 23 Jul. (184357.830000) WAN operating mode is VDSL
21:03:47, 23 Jul. (184357.830000) Last WAN operating mode was VDSL
21:03:46, 23 Jul. (184356.090000) PPP IPCP Receive Configuration ACK
21:03:46, 23 Jul. (184356.090000) PPP IPCP Send Configuration Request
21:03:46, 23 Jul. (184356.080000) PPP IPCP Receive Configuration NAK
21:03:46, 23 Jul. (184356.070000) PPP IPCP Send Configuration ACK
21:03:46, 23 Jul. (184356.070000) PPP IPCP Receive Configuration Request
21:03:46, 23 Jul. (184356.030000) PPP IPCP Send Configuration Request
21:03:44, 23 Jul. (184354.490000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=7510Kbps; SNR Margin Down=11.6dB, Up=6.1dB
21:03:44, 23 Jul. (184354.470000) CHAP authentication successful
21:03:44, 23 Jul. (184354.430000) CHAP Receive Challenge
21:03:44, 23 Jul. (184354.430000) Starting CHAP authentication with peer
21:03:44, 23 Jul. (184354.420000) PPP LCP Receive Configuration ACK
21:03:44, 23 Jul. (184354.420000) PPP LCP Send Configuration Request
21:03:44, 23 Jul. (184354.410000) PPP LCP Receive Configuration Reject
21:03:44, 23 Jul. (184354.410000) PPP LCP Send Configuration ACK
21:03:44, 23 Jul. (184354.410000) PPP LCP Receive Configuration Request
21:03:44, 23 Jul. (184354.410000) PPP LCP Send Configuration Request
21:02:53, 23 Jul. (184303.430000) PTM over DSL is up
21:00:36, 23 Jul. (184166.200000) CWMP: session closed due to error: Could not resolve host
21:00:36, 23 Jul. (184166.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:00:36, 23 Jul. (184166.160000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:00:05, 23 Jul. (184135.830000) CWMP: session closed due to error: Could not resolve host
21:00:05, 23 Jul. (184135.810000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:00:05, 23 Jul. (184135.800000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:00:05, 23 Jul. (184135.460000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:00:02, 23 Jul. (184132.430000) PTM over DSL is down after 3065 minutes uptime
21:00:02, 23 Jul. (184132.420000) PPPoE is down after 3064 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:59:59, 23 Jul. (184129.550000) PPP LCP Send Termination Request [User request]
20:51:04, 23 Jul. ath00: STA 40:5b:d8:13:38:c7 IEEE 802.11: Client disassociated
20:30:39, 23 Jul. ath00: STA 64:70:02:72:20:8d IEEE 802.11: Client disassociated
20:19:53, 23 Jul. ath00: STA f0:79:60:80:0c:78 IEEE 802.11: Client disassociated
20:19:51, 23 Jul. ath00: STA 64:70:02:72:20:8d IEEE 802.11: Client associated
20:10:23, 23 Jul. ath00: STA 64:70:02:72:20:8d IEEE 802.11: Client disassociated
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Superuser
Superuser
Posts: 16,316
Thanks: 6,624
Fixes: 56
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

A word of caution - if you are considering using another person’s Plusnet router then you MUST ensure that auto configuration DOES NOT result in the router having THEIR account details rather than yours. Such will cause them problems with their service.
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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Thanks for the warning @Townman. How do you ensure that then - do a factory reset before using it?

What config would be on the router already that would tie the router to their account, this is a new and unopened box by the way. From memory you need to enter your number and account details when setting up the router don't you?

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Superuser
Superuser
Posts: 16,316
Thanks: 6,624
Fixes: 56
Registered: ‎22-08-2007

Re: Connection dropping 'on the hour'

A factory reset on a Plusnet router still registered to another account will auto configure to that account using TR069.

After the initial connection post auto configuration, you will need to log into the router, go to the broadband (WAN) settings and change the account name / password to yours.
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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

Yep, that was my plan. Thanks.

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Hooked
Posts: 6
Registered: ‎14-07-2020

Re: Connection dropping 'on the hour'

Dropped again, back to a 5 day plan Cheesy

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Hooked
Posts: 6
Registered: ‎14-07-2020

Re: Connection dropping 'on the hour'

Dropped again, 5 days 20:06 this time. 

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

after a period of what seemed to be improved stability I'm seeing the connection dropping regularly again, quite often several times a day, here's an example from the logs ... 

 

23:58:13, 05 Oct. (1140568.590000) PPPoE is down after 1074 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

 

Working at home at the moment and it's also happened in the middle of meetings which can be very disruptive.

I cant believe someone at PN can't suggest a fix for this.

 

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

I've had 6 disconnections in the last 24 hours - can someone please check my line, if it carries on at this rate working at home is going to be very challenging today.

The logs looks the same at the time the connection is dropped. Possibly something to do with the bad weather? 

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Grafter
Posts: 41
Thanks: 3
Registered: ‎07-02-2010

Re: Connection dropping 'on the hour'

I raised a ticket yesterday, they told me someone might be in contact early next week.