Connection drops daily around midday
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- Connection drops daily around midday
Connection drops daily around midday
26-08-2019 12:24 PM
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Hello,
It appears my Fibre connection drops daily multiple times between 11am-1pm. Outside of this time it's fine so I can't imagine it's an internal wiring fault.
Could you please investigate because it's getting very annoying.
Re: Connection drops daily around midday
on 26-08-2019 1:14 PM - last edited on 29-08-2019 12:48 AM by Mav
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This is my WAN log for today if it helps;
13:03:46, 26 Aug. | (176727.630000) WAN operating mode is VDSL |
13:03:46, 26 Aug. | (176727.630000) Last WAN operating mode was VDSL |
13:03:44, 26 Aug. | (176725.900000) PPP IPCP Receive Configuration ACK |
13:03:44, 26 Aug. | (176725.890000) PPP IPCP Send Configuration Request |
13:03:44, 26 Aug. | (176725.880000) PPP IPCP Receive Configuration NAK |
13:03:44, 26 Aug. | (176725.880000) PPP IPCP Send Configuration ACK |
13:03:44, 26 Aug. | (176725.880000) PPP IPCP Receive Configuration Request |
13:03:44, 26 Aug. | (176725.840000) PPP IPCP Send Configuration Request |
13:03:43, 26 Aug. | (176724.300000) PPPoE is up - Down Rate=76344Kbps, Up Rate=19978Kbps; SNR Margin Down=11.2dB, Up=8.7dB |
13:03:42, 26 Aug. | (176724.280000) CHAP authentication successful |
13:03:42, 26 Aug. | (176724.180000) CHAP Receive Challenge |
13:03:42, 26 Aug. | (176724.180000) Starting CHAP authentication with peer |
13:03:42, 26 Aug. | (176724.170000) PPP LCP Receive Configuration ACK |
13:03:42, 26 Aug. | (176724.170000) PPP LCP Send Configuration Request |
13:03:42, 26 Aug. | (176724.160000) PPP LCP Receive Configuration Reject |
13:03:42, 26 Aug. | (176724.160000) PPP LCP Send Configuration ACK |
13:03:42, 26 Aug. | (176724.160000) PPP LCP Receive Configuration Request |
13:03:42, 26 Aug. | (176724.160000) PPP LCP Send Configuration Request |
13:02:52, 26 Aug. | (176673.610000) PTM over DSL is up |
13:02:17, 26 Aug. | (176638.540000) PTM over DSL is down after 28 minutes uptime |
13:02:17, 26 Aug. | (176638.540000) PPPoE is down after 28 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
13:02:14, 26 Aug. | (176635.460000) PPP LCP Send Termination Request [User request] |
12:34:11, 26 Aug. | (174953.040000) WAN operating mode is VDSL |
12:34:11, 26 Aug. | (174953.040000) Last WAN operating mode was VDSL |
12:34:10, 26 Aug. | (174951.420000) PPP IPCP Receive Configuration ACK |
12:34:10, 26 Aug. | (174951.410000) PPP IPCP Send Configuration Request |
12:34:10, 26 Aug. | (174951.400000) PPP IPCP Receive Configuration NAK |
12:34:10, 26 Aug. | (174951.400000) PPP IPCP Send Configuration ACK |
12:34:10, 26 Aug. | (174951.400000) PPP IPCP Receive Configuration Request |
12:34:10, 26 Aug. | (174951.360000) PPP IPCP Send Configuration Request |
12:34:08, 26 Aug. | (174949.910000) PPPoE is up - Down Rate=76344Kbps, Up Rate=19978Kbps; SNR Margin Down=11.2dB, Up=7.0dB |
12:34:08, 26 Aug. | (174949.890000) CHAP authentication successful |
12:34:08, 26 Aug. | (174949.840000) CHAP Receive Challenge |
12:34:08, 26 Aug. | (174949.840000) Starting CHAP authentication with peer |
12:34:08, 26 Aug. | (174949.840000) PPP LCP Receive Configuration ACK |
12:34:08, 26 Aug. | (174949.830000) PPP LCP Send Configuration Request |
12:34:08, 26 Aug. | (174949.830000) PPP LCP Receive Configuration Reject |
12:34:08, 26 Aug. | (174949.830000) PPP LCP Send Configuration ACK |
12:34:08, 26 Aug. | (174949.820000) PPP LCP Receive Configuration Request |
12:34:08, 26 Aug. | (174949.820000) PPP LCP Send Configuration Request |
12:33:17, 26 Aug. | (174899.160000) PTM over DSL is up |
12:32:42, 26 Aug. | (174864.000000) PTM over DSL is down after 1 minutes uptime |
12:31:39, 26 Aug. | (174800.770000) PTM over DSL is up |
12:31:03, 26 Aug. | (174764.580000) PTM over DSL is down after 10 minutes uptime |
12:31:03, 26 Aug. | (174764.580000) PPPoE is down after 9 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
12:31:00, 26 Aug. | (174761.570000) PPP LCP Send Termination Request [User request] |
12:21:53, 26 Aug. | (174214.590000) WAN operating mode is VDSL |
12:21:53, 26 Aug. | (174214.590000) Last WAN operating mode was VDSL |
12:21:51, 26 Aug. | (174212.860000) PPP IPCP Receive Configuration ACK |
12:21:51, 26 Aug. | (174212.850000) PPP IPCP Send Configuration Request |
12:21:51, 26 Aug. | (174212.850000) PPP IPCP Receive Configuration NAK |
12:21:51, 26 Aug. | (174212.410000) PPP IPCP Send Configuration ACK |
12:21:51, 26 Aug. | (174212.400000) PPP IPCP Receive Configuration Request |
12:21:51, 26 Aug. | (174212.360000) PPP IPCP Send Configuration Request |
12:21:49, 26 Aug. | (174210.830000) PPPoE is up - Down Rate=76344Kbps, Up Rate=19978Kbps; SNR Margin Down=11.1dB, Up=6.7dB |
12:21:49, 26 Aug. | (174210.820000) CHAP authentication successful |
12:21:49, 26 Aug. | (174210.740000) CHAP Receive Challenge |
12:21:49, 26 Aug. | (174210.740000) Starting CHAP authentication with peer |
12:21:49, 26 Aug. | (174210.730000) PPP LCP Receive Configuration ACK |
12:21:49, 26 Aug. | (174210.730000) PPP LCP Send Configuration Request |
12:21:49, 26 Aug. | (174210.730000) PPP LCP Receive Configuration Reject |
12:21:49, 26 Aug. | (174210.730000) PPP LCP Send Configuration ACK |
12:21:49, 26 Aug. | (174210.720000) PPP LCP Receive Configuration Request |
12:21:49, 26 Aug. | (174210.720000) PPP LCP Send Configuration Request |
12:21:01, 26 Aug. | (174162.830000) PTM over DSL is up |
12:20:26, 26 Aug. | (174127.800000) PTM over DSL is down after 5 minutes uptime |
12:20:26, 26 Aug. | (174127.780000) PPPoE is down after 5 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
12:20:23, 26 Aug. | (174124.720000) PPP LCP Send Termination Request [User request] |
12:15:23, 26 Aug. | (173824.960000) WAN operating mode is VDSL |
12:15:23, 26 Aug. | (173824.960000) Last WAN operating mode was VDSL |
12:15:22, 26 Aug. | (173823.380000) PPP IPCP Receive Configuration ACK |
12:15:22, 26 Aug. | (173823.380000) PPP IPCP Send Configuration Request |
12:15:22, 26 Aug. | (173823.370000) PPP IPCP Receive Configuration NAK |
12:15:22, 26 Aug. | (173823.370000) PPP IPCP Send Configuration ACK |
12:15:22, 26 Aug. | (173823.360000) PPP IPCP Receive Configuration Request |
12:15:22, 26 Aug. | (173823.360000) PPP IPCP Send Configuration Request |
12:15:20, 26 Aug. | (173821.950000) PPPoE is up - Down Rate=76344Kbps, Up Rate=19978Kbps; SNR Margin Down=11.2dB, Up=9.2dB |
12:15:20, 26 Aug. | (173821.940000) CHAP authentication successful |
12:15:20, 26 Aug. | (173821.800000) CHAP Receive Challenge |
12:15:20, 26 Aug. | (173821.800000) Starting CHAP authentication with peer |
12:15:20, 26 Aug. | (173821.790000) PPP LCP Receive Configuration ACK |
12:15:20, 26 Aug. | (173821.790000) PPP LCP Send Configuration Request |
12:15:20, 26 Aug. | (173821.780000) PPP LCP Receive Configuration Reject |
12:15:20, 26 Aug. | (173821.780000) PPP LCP Send Configuration ACK |
12:15:20, 26 Aug. | (173821.780000) PPP LCP Receive Configuration Request |
12:15:20, 26 Aug. | (173821.780000) PPP LCP Send Configuration Request |
12:14:30, 26 Aug. | (173771.580000) PTM over DSL is up |
12:13:54, 26 Aug. | (173735.760000) PTM over DSL is down after 24 minutes uptime |
12:13:54, 26 Aug. | (173735.760000) PPPoE is down after 24 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)] |
12:13:51, 26 Aug. | (173732.810000) PPP LCP Send Termination Request [User request] |
11:49:48, 26 Aug. | (172290.090000) WAN operating mode is VDSL |
11:49:48, 26 Aug. | (172290.090000) Last WAN operating mode was VDSL |
11:49:47, 26 Aug. | (172288.500000) PPP IPCP Receive Configuration ACK |
11:49:47, 26 Aug. | (172288.490000) PPP IPCP Send Configuration Request |
11:49:47, 26 Aug. | (172288.480000) PPP IPCP Receive Configuration NAK |
11:49:47, 26 Aug. | (172288.480000) PPP IPCP Send Configuration ACK |
11:49:47, 26 Aug. | (172288.480000) PPP IPCP Receive Configuration Request |
11:49:47, 26 Aug. | (172288.470000) PPP IPCP Send Configuration Request |
11:49:45, 26 Aug. | (172287.060000) PPPoE is up - Down Rate=76344Kbps, Up Rate=19978Kbps; SNR Margin Down=11.1dB, Up=6.7dB |
11:49:45, 26 Aug. | (172287.040000) CHAP authentication successful |
Re: Connection drops daily around midday
26-08-2019 4:04 PM
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Hi @garriec
I'm sorry to see you're experiencing connection problems.
I've tested your line today and we're detecting what's known as a Loop (Rectified) fault which is basically a short circuit somewhere along the line which can cause a wide array of intermittent connection issues.
While this itself can generally be caused by dampness or a faulty micro-filter or router, I'd firstly would recommend plugging your router into the test socket as explained Here to rule out any issues with the internal wiring of your property.
If you're still seeing disconnections then ideally before we arrange an engineer visit to progress this as a fault with our suppliers, I'd like to test your line with nothing connected into the test socket which includes the faceplate.
With the test socket completely exposed when we test your line if the fault still exists then we can be sure that the fault doesn't lie with your equipment and we can then proceed with an engineer visit to investigate further.
It's necessary we carry out these troubleshooting steps because if an engineer goes out and finds the problem isn't anything to do with the Openreach network, the call out will be chargeable.
Let us know how it goes.
Re: Connection drops daily around midday
27-08-2019 11:17 AM
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Hi Gandalf,
I have moved the router to where I believe the master socket is (hidden in the cupboard under the stairs) and still getting the disconnections. This is with only the router plugged in.
How do I arrange for you to test it with nothing connected? I don't really want to leave the internet off all day.
Re: Connection drops daily around midday
27-08-2019 11:52 AM
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Hi @garriec
Thanks for getting back to us.
If you can disconnect the faceplate from the master socket leaving the test socket exposed then drop us a message over here before 5:30 today I'll pick this up as soon as possible and retest your line.
Re: Connection drops daily around midday
27-08-2019 12:09 PM
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I don't believe I have a test socket, just the master socket. I have tried removing the faceplates off both sockets I can find in the house. One seems to be an extension, the other which looks like the original is just hard wired to the socket.
Could you confirm if this possible? If so I'll go and disconnect from what I believe to be the master socket and leave unplugged until test is complete.
Re: Connection drops daily around midday
27-08-2019 12:58 PM
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Just to update my last post, I have left it unplugged now so please let me know once test is done.
Re: Connection drops daily around midday
27-08-2019 2:10 PM
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Thanks for getting back to us @garriec
I've tested your line and we're still picking up the same fault. I suspect we'll need to just arrange an engineer visit to investigate this further however are you able to post up photos showing your sockets to look into this further first?
Re: Connection drops daily around midday
27-08-2019 2:20 PM
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Here you go, the one I believe to be the master socket is the old looking one.
We moved in last year and these are the only 2 sockets I've located in the house.
Re: Connection drops daily around midday
27-08-2019 3:02 PM
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Thanks for the photos @garriec
Looks like your sockets are really old, I don't think there's much more troubleshooting we can do without a master socket. As line tests were showing an issue with no equipment connected into your sockets, the next step is to arrange an engineer.
I can see you've started the fault troubleshooter at http://faults.plus.net and as the remainder of the questions are kind of irrelevant for this type of issue I've taken the liberty to complete that on your behalf raising a fault under ticket: https://www.plus.net/wizard/?p=view_question&id=193495328
Could you add a reply to that ticket with your availability for an engineer to visit?
Feel free to nudge us over here once you've done this and we'll get it picked up as soon as we can.
Re: Connection drops daily around midday
27-08-2019 3:08 PM
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Thanks Gandalf, I have posted a response as I wasn't sure how soon you can get an engineer here as I am actually off work this week so can do anytime if they have availability.
Re: Connection drops daily around midday
27-08-2019 4:05 PM
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Re: Connection drops daily around midday
27-08-2019 4:11 PM
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Great thanks, will let you know
Re: Connection drops daily around midday
27-08-2019 4:13 PM
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Re: Connection drops daily around midday
28-08-2019 2:07 PM
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Engineer has been, he determined there was a fault in the line between where it entered the property and the socket believed to be the master socket. He wasn't able to determine for definite where the cable actually enters the house and the flooring isn't able to be lifted up easily.
Determined the best option is to run a new cable from the joint (not sure if that's the word, the little manhole cover) just outside the property, as there is no easy way of telling where the original cable is.
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