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Connection drops daily around midday

garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Connection drops daily around midday

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.

19 REPLIES 19
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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
Moderator's note by Mike (Mav): Post released from Spam Filter.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
Thanks: 5,915
Fixes: 985
Registered: ‎21-04-2017

Re: Connection drops daily around midday

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
Thanks: 5,915
Fixes: 985
Registered: ‎21-04-2017

Re: Connection drops daily around midday

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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.

garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

Just to update my last post, I have left it unplugged now so please let me know once test is done.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
Thanks: 5,915
Fixes: 985
Registered: ‎21-04-2017

Re: Connection drops daily around midday

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
Thanks: 5,915
Fixes: 985
Registered: ‎21-04-2017

Re: Connection drops daily around midday

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
Thanks: 5,915
Fixes: 985
Registered: ‎21-04-2017

Re: Connection drops daily around midday

OK cool, I've booked the engineer visit for tomorrow 28/08/2019 between 8am and 1pm. Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

Great thanks, will let you know Smiley

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,226
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Registered: ‎21-04-2017

Re: Connection drops daily around midday

Sounds good, fingers crossed it goes well

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
garriec
Dabbler
Posts: 12
Thanks: 2
Registered: ‎02-09-2018

Re: Connection drops daily around midday

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.