Dropouts
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Dropouts
15-12-2018 6:59 PM
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Not sure if this is a sign of an impending issue. Had fibre for a long time and it's it always stable. On the 55/10 product. I am using a bt business smart hub. A couple of weeks ago i noted that i had a flurry of disconnects and sync drops over a 2-3hr period that suddenly settled down. Yesterday this happened again, I switched off the router and rebooted and all fine. Tonight the same thing. DLM is not intervening on the line, still on fastpath but getting these odd flurrys of drops. could this just be DLM or sign of something else. quiet line test totally clear. I have attached the logs.
Could a member of staff post up my radius logs and run a gea test to check.
Re: Dropouts
16-12-2018 2:03 PM
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Is this a problem my end. Only had the hub around a year, got new from ebay. Any advice would be appreciated
Re: Dropouts
16-12-2018 2:07 PM
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13:54:55, 16 Dec.
eth1:[Device Connected] MAC Address:e0:d5:5e:3b:2f:e8 Host Name: AdamDesktop IP Address: 192.168.1.95, lease duration is 86400 seconds.
13:54:55, 16 Dec.
BR_LAN:The DHCP options that are offered by the device (id:17): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: AdamDesktop | VendorId: MSFT 5.0
13:54:55, 16 Dec.
:DHCP Confirmation of Request
13:54:42, 16 Dec.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
13:54:41, 16 Dec.
ppp1:The NTP server used is: ntp.homehub.btopenworld.com
13:54:40, 16 Dec.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated
13:54:40, 16 Dec.
ppp1:TR69 receiving InformResponse message
13:54:39, 16 Dec.
:HTTP UserAdmin login from 192.168.1.66 successfully
13:54:39, 16 Dec.
ppp1:TR69 event found : 4 VALUE CHANGE
13:54:37, 16 Dec.
ppp1:TR69 sending Inform message
13:54:36, 16 Dec.
ppp1:TR69 event found : 4 VALUE CHANGE
13:54:35, 16 Dec.
ppp1:TR69 sending Inform message
13:54:32, 16 Dec.
ppp1:TR69 creating new session with ACS
13:54:27, 16 Dec.
ppp1:New DYN ROUTE is added [212.159.6.9/32 gw 195.166.130.249]
13:54:27, 16 Dec.
ppp1:New DYN ROUTE is added [212.159.6.10/32 gw 195.166.130.249]
13:54:26, 16 Dec.
ppp1:PPP: PPP INFO 212.159.6.10,212.159.6.9
13:54:26, 16 Dec.
:Incorrect Modem credentials was provided at UserAdmin login from 192.168.1.66
13:54:24, 16 Dec.
ppp:PPP: IPCP_NAK
13:54:24, 16 Dec.
ppp:PPP: CHAP_SUCCESS
13:54:24, 16 Dec.
ppp:PPP: CHAP_RESPONSE
13:54:24, 16 Dec.
ppp:PPP: LCP_GOOD_ACK
13:54:24, 16 Dec.
ppp:PPP: LCP_REQUEST
13:54:24, 16 Dec.
ppp:PPP: CHAP_RESPONSE
13:54:24, 16 Dec.
ppp:PPP: LCP_GOOD_ACK
13:54:24, 16 Dec.
ppp:PPP: LCP_REQUEST
13:54:24, 16 Dec.
:PPPoE error: timeout
13:54:07, 16 Dec.
:HTTP UserBasic login from 192.168.1.66 successfully
13:54:07, 16 Dec.
:PPPoE error: timeout
13:53:58, 16 Dec.
:PPPoE error: timeout
13:53:53, 16 Dec.
:PPPoE error: timeout
13:53:46, 16 Dec.
ptm0.101:VLAN VLAN_DATA connected
13:53:46, 16 Dec.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
13:53:46, 16 Dec.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
13:53:46, 16 Dec.
dsl:VDSL link Up: Down Rate=72943Kbps, Up Rate=9999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
13:53:24, 16 Dec.
:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
13:53:24, 16 Dec.
:VLAN VLAN_DATA disconnected
13:53:22, 16 Dec.
ppp1:The DYN ROUTE [212.159.6.10/32 gw 195.166.130.249] is deleted
13:53:22, 16 Dec.
ppp1:The DYN ROUTE [212.159.6.9/32 gw 195.166.130.249] is deleted
13:53:20, 16 Dec.
dsl:VDSL Link Down: duration was 810 seconds
13:40:46, 16 Dec.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
13:40:45, 16 Dec.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated
13:40:45, 16 Dec.
ppp1:TR69 receiving InformResponse message
13:40:44, 16 Dec.
ppp1:TR69 event found : 4 VALUE CHANGE
13:40:43, 16 Dec.
ppp1:The NTP server used is: ntp.homehub.btopenworld.com
13:40:43, 16 Dec.
ppp1:TR69 sending Inform message
13:40:42, 16 Dec.
ppp1:TR69 event found : 4 VALUE CHANGE
13:40:41, 16 Dec.
ppp1:TR69 sending Inform message
13:40:38, 16 Dec.
ppp1:TR69 creating new session with ACS
13:40:33, 16 Dec.
ppp1:New DYN ROUTE is added [212.159.6.10/32 gw 195.166.130.249]
13:40:33, 16 Dec.
ppp1:New DYN ROUTE is added [212.159.6.9/32 gw 195.166.130.249]
13:40:32, 16 Dec.
ppp1:PPP: PPP INFO 212.159.6.9,212.159.6.10
13:40:30, 16 Dec.
ppp:PPP: IPCP_NAK
13:40:30, 16 Dec.
ppp:PPP: CHAP_SUCCESS
13:40:30, 16 Dec.
ppp:PPP: CHAP_RESPONSE
13:40:30, 16 Dec.
ppp:PPP: LCP_GOOD_ACK
13:40:30, 16 Dec.
ppp:PPP: LCP_REQUEST
13:40:30, 16 Dec.
ppp:PPP: CHAP_RESPONSE
13:40:30, 16 Dec.
ppp:PPP: LCP_GOOD_ACK
13:40:30, 16 Dec.
ppp:PPP: LCP_REQUEST
13:40:30, 16 Dec.
:PPPoE error: timeout
13:40:13, 16 Dec.
:PPPoE error: timeout
13:40:04, 16 Dec.
:PPPoE error: timeout
13:39:59, 16 Dec.
eth1:[Device Connected] MAC Address:e0:d5:5e:3b:2f:e8 Host Name: AdamDesktop IP Address: 192.168.1.95, lease duration is 86400 seconds.
13:39:59, 16 Dec.
BR_LAN:The DHCP options that are offered by the device (id:17): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: AdamDesktop | VendorId: MSFT 5.0
13:39:59, 16 Dec.
:DHCP Confirmation of Request
13:39:59, 16 Dec.
:PPPoE error: timeout
13:39:52, 16 Dec.
ptm0.101:VLAN VLAN_DATA connected
13:39:52, 16 Dec.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
13:39:52, 16 Dec.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
13:39:52, 16 Dec.
dsl:VDSL link Up: Down Rate=69981Kbps, Up Rate=9999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
13:39:26, 16 Dec.
:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
13:39:25, 16 Dec.
:VLAN VLAN_DATA disconnected
13:39:23, 16 Dec.
ppp1:The DYN ROUTE [212.159.6.10/32 gw 195.166.130.249] is deleted
13:39:23, 16 Dec.
ppp1:The DYN ROUTE [212.159.6.9/32 gw 195.166.130.249] is deleted
13:39:21, 16 Dec.
dsl:VDSL Link Down: duration was 68204 seconds
13:36:18, 16 Dec.
wl1:Device <9C:32:CE:15:B2:15> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
13:32:23, 16 Dec.
BR_LAN:The DHCP options that are offered by the device (id:25): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,61,50,55 | RequestOption55: 1,3,6,28 | HostName: | VendorId:
13:32:23, 16 Dec.
:DHCP Confirmation of Request
13:32:19, 16 Dec.
wl1:A WiFi device <9C:32:CE:15:B2:15> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
13:31:55, 16 Dec.
ppp1:TR69 ConnectionRequest Failed
13:31:55, 16 Dec.
ppp1:TR69 ConnectionRequest: processing request from ACS
13:31:48, 16 Dec.
ppp1:TR69 ConnectionRequest Failed
Re: Dropouts
16-12-2018 3:45 PM
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Re: Dropouts
17-12-2018 10:03 AM
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Hi @penfold, I'm sorry to hear you are having issues.
Here's a GEA and RADIUS logs:
Test Outcome | Pass |
Test Outcome Code | GTC_FTTC_SERVICE_0000 |
Description | GEA service test completed and no fault found . |
Main Fault Location | OK |
Sync Status | In Sync |
Downstream Speed | 54.9 Mbps |
Upstream Speed | 10.0 Mbps |
Appointment Required | N |
Fault Report Advised | N |
NTE Power Status | PowerOn |
Voice Line Test Result | Pass |
Bridge Tap | Not Detected |
Radio Frequency Ingress | Not Detected |
Repetitive Electrical Impulse Noise | Not Detected |
Cross Talk | Not Detected |
Estimated Line Length In Metres | 372.5 |
Upstream Rate Assessment | Very Good |
Downstream Rate Assessment | Very Good |
Interference Pattern | Regular Interference Observed on Week Days |
Service Impact | Retrains Observed |
Interference Duration Longest Occurrence | From 20:45 to 21:00 |
Interference Location | Unknown |
Home Wiring Problem | Not Detected |
Downstream Policing Discard Rate | 0.0 |
Customer Traffic Level | Upstream and Downstream Traffic Detected |
Technology | VDSL |
Profile Name | 0.128M-55M Downstream 6dB, Retransmission Low - 0.128M-10M Upstream, Error Protection Off |
Time Stamp | 2018-12-04T10:00:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 55.0 Mbps | 55.0 Mbps | 55.0 Mbps |
Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
Up Time | 634.0 Sec | 900.0 Sec | 899.3 Sec |
Retrains | 0.0 | 2.0 | 0.0 |
Might be worth connecting to your test socket and raising the fault here, if you let us know once done we'll pick it up for you.
Re: Dropouts
17-12-2018 10:04 AM
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Re: Dropouts
17-12-2018 12:30 PM
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Re: Dropouts
17-12-2018 2:42 PM
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Hi @penfold,
The testing tries to identify possible cause for any faults. The interference part detects patterns to narrow down any electrical, or impulse noise issues as best it can. I'm going to assume it's based those results because on the 13th and 14th, at almost the exact time of the interference marker, there were a number of drops in short succession.
Re: Dropouts
19-12-2018 6:49 PM
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has stayed stable at 55/10, and dlm dosnt seem to be intervening as I'm still on fast path despite this. It's likely either a line fault or local interference as its around 1800 to 2000 when it happens and then it stabalises. Would anyone recommend any tests or a factory reset of the router. To surmise I'm in the BT supplied mk3 faceplate. Phone plugged in, but never really used. Quiet line test silent.
No other extensions on line or other sockets in house.
Re: Dropouts
19-12-2018 9:51 PM
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Hi @penfold
Thanks for coming back to us with further information.
I can see the drops on your account but having tested your line there are no external faults present at the moment.
Could you raise a fault as per Lauren's previous post and we'll get our suppliers to take a look at this for you?
Just drop us a line via this post when you've raised a fault.
Thanks
Dave
Re: Dropouts
21-12-2018 10:38 PM
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Well it seemed to stabilise for a couple of days but tonight it's dropped a few times. Funnily enough if I switch off the router for a few minutes it does seem to stabilise a bit more. The upstream sync max attained rate dropped from 29000 to 9999 before I rebooted the router. Will raise a fault as I cannot see any links with anything else in the house.
Re: Dropouts
22-12-2018 8:33 AM
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bt image
Technical log
Information
Event log
This is a list of your BT Business Smart Hub settings and current statistics.
Product name: Business Smart Hub
Serial number: +088315+NQ73457164
Firmware version: SG4B1B008198
Firmware updated: 13-Jul-2018
Board version: 1.0
Gui version: 1.91.5
DSL uptime: 0 Days, 10 Hours 7 Minutes 54 Seconds
Data rate: 10.00 Mbps / 55.00 Mbps
Maximum data rate: 29001 / 77745
Noise margin: 22.8 dB / 11.9 dB
Line attenuation: 0 dB / 14.3 dB
Signal attenuation: 0 dB / 14.3 dB
VLAN id: 101
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Re: Dropouts
22-12-2018 7:58 PM
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It's hard to say without testing another router to be honest.
I've arrange for a Hub One to be sent out for you so you can see if this makes any difference. We always have to advise 3-5 working days but they're sent out first class post, with Christmas and New year coming up it may take a little longer than we'd usually expect, but we'll get that to you as soon as we can.
I hope this helps.
Re: Dropouts
22-12-2018 9:05 PM - edited 22-12-2018 9:06 PM
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Its been lashing it down today where I live.....
Re: Dropouts
23-12-2018 1:34 PM
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