Fibre dropouts (engineer reporting line is perfect)

[#1]

I have been experiencing broadband dropouts for about a month now, had several engineers visit my premises and report my line is prefect (0 faults which is unheard of apparently) regardless I have constant dropouts.

I have updated and changed ALL my hardware trying to resolve these dropouts but to no avail. In my experience its VERY rare if something has been working for years to all of a sudden start falling over without obvious problems (hardware turning off etc) and cables replacement through derangement.

This issue is nothing to do with anything at my premises however the only option offered by Plusnet is to send and engineer here to try and track down an intermittent fault that is obviously in the cabinet.

Here follows an error log of what I am seeing. Can anyone there help me diagnose what on earth is going on as I'm fed up with Open reach engineers coming in an blaming my kit which is perfect.

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Dec 23 09:45:21 pppd[357]: No response to 10 echo-requests
Dec 23 09:45:21 pppd[357]: Serial link appears to be disconnected.
Dec 23 09:45:21 pppd[357]: Connect time 336.2 minutes.
Dec 23 09:45:21 pppd[357]: Sent 98514376 bytes, received 909724442 bytes.
Dec 23 09:45:21 miniupnpd[15563]: Failed to get IP for interface ppp0
Dec 23 09:45:21 miniupnpd[15563]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:45:21 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:45:21 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:45:21 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:45:21 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:45:22 WAN_Connection: Fail to connect with some issues.
Dec 23 09:45:22 DualWAN: skip single wan wan_led_control - WANRED off
Dec 23 09:45:22 nat: apply redirect rules
Dec 23 09:45:27 pppd[357]: Connection terminated.
Dec 23 09:45:27 pppd[357]: Sent PADT
Dec 23 09:45:27 pppd[357]: Modem hangup
Dec 23 09:46:12 pppd[357]: Timeout waiting for PADO packets
Dec 23 09:47:27 pppd[357]: Timeout waiting for PADO packets
Dec 23 09:48:42 pppd[357]: Timeout waiting for PADO packets
Dec 23 09:48:42 pppd[357]: PPP session is 4153 (0x1039)
Dec 23 09:48:42 pppd[357]: Connected to f8:13:08:41:a8:XX via interface eth0
Dec 23 09:48:42 pppd[357]: Using interface ppp0
Dec 23 09:48:42 pppd[357]: Connect: ppp0 <--> eth0
Dec 23 09:48:45 pppd[357]: CHAP authentication succeeded
Dec 23 09:48:45 pppd[357]: CHAP authentication succeeded
Dec 23 09:48:45 pppd[357]: peer from calling number F8:13:08:41:A8:XX authorized
Dec 23 09:48:45 miniupnpd[15563]: Failed to get IP for interface ppp0
Dec 23 09:48:45 miniupnpd[15563]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:48:45 miniupnpd[15563]: Failed to get IP for interface ppp0
Dec 23 09:48:45 miniupnpd[15563]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:48:45 miniupnpd[15563]: Failed to get IP for interface ppp0
Dec 23 09:48:45 miniupnpd[15563]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:48:45 pppd[357]: local IP address x.x.x.x (masked for my privacy)
Dec 23 09:48:45 pppd[357]: remote IP address 195.166.130.252
Dec 23 09:48:45 rc_service: ip-up 19701:notify_rc start_firewall
Dec 23 09:48:45 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:48:45 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:48:45 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:48:45 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:48:46 miniupnpd[15563]: shutting down MiniUPnPd
Dec 23 09:48:46 wan: finish adding multi routes
Dec 23 09:48:46 nat: apply nat rules (/tmp/nat_rules_ppp0_eth0)
Dec 23 09:48:46 rc_service: ip-up 19701:notify_rc stop_upnp
Dec 23 09:48:46 rc_service: waitting "start_firewall" via ip-up ...
Dec 23 09:48:47 miniupnpd[19747]: HTTP listening on port 60579
Dec 23 09:48:47 miniupnpd[19747]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 23 09:48:47 rc_service: ip-up 19701:notify_rc start_upnp
Dec 23 09:48:47 rc_service: waitting "stop_upnp" via ip-up ...
Dec 23 09:48:47 miniupnpd[19747]: shutting down MiniUPnPd
Dec 23 09:48:48 WAN_Connection: WAN was restored.
Dec 23 09:48:48 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:48:48 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:48:48 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:48:48 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:48:49 miniupnpd[19753]: HTTP listening on port 56456
Dec 23 09:48:49 miniupnpd[19753]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 23 09:48:49 start_ddns: update WWW.ASUS.COM update@asus.com, wan_unit 0
Dec 23 09:48:49 inadyn[19756]: In-a-dyn version 2.5 -- Dynamic DNS update client.
Dec 23 09:48:50 inadyn[19756]: Update forced for alias xxx.asuscomm.com, new IP# x.x.x.x
Dec 23 09:48:54 inadyn[19756]: Updating cache for xxx.asuscomm.com
Dec 23 09:49:08 BWDPI: fun bitmap = 83
Dec 23 09:49:08 A.QoS: qos_count=0, qos_check=0
Dec 23 09:49:12 rc_service: ip-up 19701:notify_rc start_firewall
Dec 23 09:49:12 miniupnpd[19753]: shutting down MiniUPnPd
Dec 23 09:49:13 nat: apply nat rules (/tmp/nat_rules_ppp0_eth0)
Dec 23 09:49:14 miniupnpd[20369]: HTTP listening on port 42273
Dec 23 09:49:14 miniupnpd[20369]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 23 09:51:51 pppd[357]: No response to 10 echo-requests
Dec 23 09:51:51 pppd[357]: Serial link appears to be disconnected.
Dec 23 09:51:51 pppd[357]: Connect time 3.1 minutes.
Dec 23 09:51:51 pppd[357]: Sent 1941363 bytes, received 24237647 bytes.
Dec 23 09:51:51 miniupnpd[20369]: Failed to get IP for interface ppp0
Dec 23 09:51:51 miniupnpd[20369]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:51:51 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:51:51 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:51:51 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:51:51 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:51:52 WAN_Connection: Fail to connect with some issues.
Dec 23 09:51:52 DualWAN: skip single wan wan_led_control - WANRED off
Dec 23 09:51:52 nat: apply redirect rules
Dec 23 09:51:57 pppd[357]: Connection terminated.
Dec 23 09:51:57 pppd[357]: Sent PADT
Dec 23 09:51:57 pppd[357]: Modem hangup
Dec 23 09:52:08 pppd[357]: PPP session is 4197 (0x1065)
Dec 23 09:52:08 pppd[357]: Connected to f8:13:08:41:a8:XX via interface eth0
Dec 23 09:52:08 pppd[357]: Using interface ppp0
Dec 23 09:52:08 pppd[357]: Connect: ppp0 <--> eth0
Dec 23 09:52:08 pppd[357]: CHAP authentication succeeded
Dec 23 09:52:08 pppd[357]: CHAP authentication succeeded
Dec 23 09:52:08 pppd[357]: peer from calling number F8:13:08:41:A8:XXauthorized
Dec 23 09:52:08 miniupnpd[20369]: Failed to get IP for interface ppp0
Dec 23 09:52:08 miniupnpd[20369]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:52:08 miniupnpd[20369]: Failed to get IP for interface ppp0
Dec 23 09:52:08 miniupnpd[20369]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:52:08 miniupnpd[20369]: Failed to get IP for interface ppp0
Dec 23 09:52:08 miniupnpd[20369]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Dec 23 09:52:08 pppd[357]: local IP address X.X.X.X
Dec 23 09:52:08 pppd[357]: remote IP address 195.166.130.248
Dec 23 09:52:08 rc_service: ip-up 21506:notify_rc start_firewall
Dec 23 09:52:08 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:52:08 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:52:08 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:52:08 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:52:09 miniupnpd[20369]: shutting down MiniUPnPd
Dec 23 09:52:09 wan: finish adding multi routes
Dec 23 09:52:09 nat: apply nat rules (/tmp/nat_rules_ppp0_eth0)
Dec 23 09:52:09 rc_service: ip-up 21506:notify_rc stop_upnp
Dec 23 09:52:09 rc_service: waitting "start_firewall" via ip-up ...
Dec 23 09:52:09 miniupnpd[21552]: HTTP listening on port 51116
Dec 23 09:52:09 miniupnpd[21552]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 23 09:52:09 WAN_Connection: WAN was restored.
Dec 23 09:52:10 dnsmasq[223]: read /etc/hosts - 5 addresses
Dec 23 09:52:10 dnsmasq[223]: read /etc/hosts.dnsmasq - 2 addresses
Dec 23 09:52:10 dnsmasq[223]: using nameserver 8.8.4.4#53
Dec 23 09:52:10 dnsmasq[223]: using nameserver 8.8.8.8#53
Dec 23 09:52:10 rc_service: ip-up 21506:notify_rc start_upnp
Dec 23 09:52:10 rc_service: waitting "stop_upnp" via ip-up ...
Dec 23 09:52:10 miniupnpd[21552]: shutting down MiniUPnPd
Dec 23 09:52:11 miniupnpd[21558]: HTTP listening on port 60558
Dec 23 09:52:11 miniupnpd[21558]: Listening for NAT-PMP/PCP traffic on port 5351
Dec 23 09:52:12 start_ddns: update WWW.ASUS.COM update@asus.com, wan_unit 0
Dec 23 09:52:12 inadyn[21561]: In-a-dyn version 2.5 -- Dynamic DNS update client.
Dec 23 09:52:12 inadyn[21561]: Update forced for alias xxx.asuscomm.com, new IP# x.x.x.x
Dec 23 09:52:17 inadyn[21561]: Updating cache for xxx.asuscomm.com
Dec 23 09:52:31 BWDPI: fun bitmap = 83
Dec 23 09:52:31 A.QoS: qos_count=0, qos_check=0
Dec 23 09:52:35 rc_service: ip-up 21506:notify_rc start_firewall
Dec 23 09:52:35 miniupnpd[21558]: shutting down MiniUPnPd
Dec 23 09:52:36 nat: apply nat rules (/tmp/nat_rules_ppp0_eth0)
Dec 23 09:52:36 miniupnpd[22236]: HTTP listening on port 46780
Dec 23 09:52:36 miniupnpd[22236]: Listening for NAT-PMP/PCP traffic on port 5351

[#2]

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[#3]

Thanks for getting in touch @chris-w

I'm sorry to hear that you've been having issues with your connection.

It's certainly intermittent as per the below graph of your connection over the past seven days.

Our line tests are showing "Impairment in copper joint detected most likely in local network. Please continue to submit a trouble report" which indicates that despite what previous engineers have said there is most likely a fault on the line.

I've updated the open fault with more details which you can view by going here. If you can respond when you're able to we'll get that picked up for you

[#4]

Hi Matthew, Just a bit of background this has been happening on and off since September. I have had 2 engineers here who have reported that my line is perfect (literally perfect) they even installed the new 'Master Socket 5c' and cleaned all wires and terminals. I have also picked up a spare router and modem and I'm still getting the exact same dropouts.

This is not an 'impairment in a copper wire in my local network' as all wires have been changed out as well. This has been working FLAWLESSLY till September this year. 

I'd really appreciate it if the engineers didn't turn up at my house and test it and say its perfect like I'm obviously imagining it and or an idiot. There is clearly an issue with the pppoe server or a bad port, bad card in the DSLAM.

My neighbours are all on the same cabinet and all experiencing the same dropouts so why keep visiting our premises testing it while its fine and leaving. No one ever looks in to the cabinet or the DSLAM.

I totally get most consumers haven't got a clue but I do and I'm rather fed up with putting up with the constant dropouts and the engineers wasting their time and mine.

[#5]

Thanks for getting back to us @chris-w 

I'm sorry to see you're experiencing connection problems. I think there's some confusion about the message we've received when testing your line. Local network refers to the Openreach network as opposed to anything internal.

Unfortunately there are very few scenarios nowadays where we can arrange an engineer to go out externally without access to your property as the vast majority of fault messages on our testing requires us to arrange an appointment.

The outcome of a line test dictates how a fault report progresses in the BT and/or Openreach systems. If a line test doesn't show a fault that's definitively external then the only way we can open a fault with Openreach is by booking a visit.

Following an engineer visit unless the engineer identifies further work is needed, in the majority of instances they'll close the fault and we'd have to open a new one by arranging another engineer visit unless line tests show an external fault.

While I could've chosen a sooner timeslot, I've purposely booked the appointment for next Friday Afternoon between 1pm and 6pm to give us time to escalate this with the engineers on the ground for a thorough investigation. 

When we email our suppliers escalation team an escalation proforma, we're advised to provide them with 2 working days notice to raise this to the relevant team to allocate a multi-skilled engineer and email the field operations manager.

Apologies for the inconvenience this causes. We'll follow up with you as soon as we can afterwards.