Help - VDSL connection drops out a few times a day
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Help - VDSL connection drops out a few times a day
Help - VDSL connection drops out a few times a day
22-01-2020 5:14 PM - edited 22-01-2020 5:28 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
After a recent engineer visit (they upgraded the BT socket), the router keeps dropping connection and rebooting. It has happened twice today.
Can anybody help with identifying the problem? Perhaps look at the line?
I have a BT Home Hub 6 and some event logs (had to factory reset it to re-upload the Plusnet username and password). 👇🏻👇🏻👇🏻
Re: Help - VDSL connection drops out a few times a day
22-01-2020 5:16 PM - edited 22-01-2020 5:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Serial number: xxx
Firmware version: SG4B1000E01E
Firmware updated: 13-Jan-2020
Board version: 1.0
Gui version: 1.105.0
DSL uptime: 0 Days, 0 Hours 37 Minutes 48 Seconds
Data rate: 20.00 Mbps / 66.26 Mbps
Maximum data rate: 24075 / 66971
Noise margin: 15.4 dB / 6.3 dB
Line attenuation: 12.6 dB
Signal attenuation: 0 dB / 12.6 dB
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 55 MB Uploaded / 7180 MB Downloaded
Broadband username: xxx@plusdsl.net
BT Wi-fi: Not active
2.4 GHz wireless network name: BTHub6-xxx
2.4 GHz wireless channel: Smart (Channel 11)
5 GHz wireless network name: BTHub6-xxx
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
MAC address: xxx
Software variant: -
Boot loader:
Re: Help - VDSL connection drops out a few times a day
22-01-2020 5:17 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
wl1:Device <64:1C:AE:57:EA:E0> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
17:13:09, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 ended by 192.168.1.71
17:13:05, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
17:13:05, 22 Jan.
BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,57,55,61,12 | DiscoverOption55: 1,3,252,42,6,12 | RequestOptions: 53,50,54,57,55,61,12 | RequestOption55: 1,3,252,42,6,12 | HostName: Samsung | VendorId:
17:13:05, 22 Jan.
:DHCP Confirmation of Request
17:13:05, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 started by 192.168.1.71
17:13:05, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 by 192.168.1.71 requested
17:13:05, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
17:13:03, 22 Jan.
wl1:A WiFi device <64:1C:AE:57:EA:E0> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
17:07:31, 22 Jan.
:This Rule has been applied successfully: [id:19, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: UDP]
17:07:31, 22 Jan.
:Adding port mapping rule by System
17:07:31, 22 Jan.
:Updating port mapping rule (19) by System
17:07:31, 22 Jan.
:Deleting port mapping rule (17) by System
17:07:31, 22 Jan.
:Updating port mapping rule (17) by System
17:07:31, 22 Jan.
:This Rule has been applied successfully: [id:18, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: TCP]
17:07:31, 22 Jan.
:Adding port mapping rule by System
17:07:31, 22 Jan.
:Updating port mapping rule (18) by System
17:07:30, 22 Jan.
:Deleting port mapping rule (16) by System
17:07:30, 22 Jan.
:Updating port mapping rule (16) by System
16:48:08, 22 Jan.
wl1:Device <64:1C:AE:57:EA:E0> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:48:08, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 ended by 192.168.1.71
16:48:04, 22 Jan.
BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,57,55,61,12 | DiscoverOption55: 1,3,252,42,6,12 | RequestOptions: 53,50,54,57,55,61,12 | RequestOption55: 1,3,252,42,6,12 | HostName: Samsung | VendorId:
16:48:04, 22 Jan.
:DHCP Confirmation of Request
16:48:04, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
16:48:04, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 started by 192.168.1.71
16:48:04, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 by 192.168.1.71 requested
16:48:04, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
16:48:02, 22 Jan.
wl1:A WiFi device <64:1C:AE:57:EA:E0> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:47:30, 22 Jan.
:This Rule has been applied successfully: [id:17, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: UDP]
16:47:30, 22 Jan.
:Adding port mapping rule by System
16:47:30, 22 Jan.
:Updating port mapping rule (17) by System
16:47:30, 22 Jan.
:Deleting port mapping rule (14) by System
16:47:30, 22 Jan.
:Updating port mapping rule (14) by System
16:47:30, 22 Jan.
:This Rule has been applied successfully: [id:16, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: TCP]
16:47:30, 22 Jan.
:Adding port mapping rule by System
16:47:30, 22 Jan.
:Updating port mapping rule (16) by System
16:47:29, 22 Jan.
:Deleting port mapping rule (13) by System
16:47:29, 22 Jan.
:Updating port mapping rule (13) by System
16:40:19, 22 Jan.
:HTTP UserAdmin login from 192.168.1.69 successfully
16:39:36, 22 Jan.
:This Rule has been applied successfully: [id:15, InternalClient: 192.168.1.70, External Ports:(9305,0), Internal Ports: (9305,0), Protocol: UDP]
16:39:36, 22 Jan.
:Adding port mapping rule by System
16:39:36, 22 Jan.
:Updating port mapping rule (15) by System
16:39:36, 22 Jan.
:Deleting port mapping rule (12) by System
16:39:36, 22 Jan.
:Updating port mapping rule (12) by System
16:38:28, 22 Jan.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed
16:38:27, 22 Jan.
ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated
16:38:27, 22 Jan.
ppp1:TR69 receiving InformResponse message
16:38:27, 22 Jan.
ppp1:TR69 event found : 4 VALUE CHANGE
16:38:26, 22 Jan.
ppp1:TR69 sending Inform message
16:38:25, 22 Jan.
ppp1:TR69 event found : 4 VALUE CHANGE
16:38:24, 22 Jan.
ppp1:TR69 sending Inform message
16:38:24, 22 Jan.
ppp1:TR69 creating new session with ACS
16:38:19, 22 Jan.
:HTTP UserBasic login from 192.168.1.69 successfully
16:38:18, 22 Jan.
ppp1:New DYN ROUTE is added [212.159.6.10/32 gw 195.166.130.250]
16:38:18, 22 Jan.
:WAN: SENSING AUTO VDSL
16:38:18, 22 Jan.
ppp1:New DYN ROUTE is added [212.159.6.9/32 gw 195.166.130.250]
16:38:18, 22 Jan.
ppp1:PPP: PPP INFO 212.159.6.9,212.159.6.10
16:38:17, 22 Jan.
ppp:PPP: IPCP_NAK
16:38:17, 22 Jan.
ppp:PPP: CHAP_SUCCESS
16:38:17, 22 Jan.
ppp:PPP: CHAP_RESPONSE
16:38:17, 22 Jan.
ppp:PPP: LCP_GOOD_ACK
16:38:17, 22 Jan.
ppp:PPP: LCP_REQUEST
16:38:17, 22 Jan.
ppp:PPP: CHAP_RESPONSE
16:38:17, 22 Jan.
ppp:PPP: LCP_GOOD_ACK
16:38:17, 22 Jan.
ppp:PPP: LCP_REQUEST
16:38:17, 22 Jan.
:PPPoE error: timeout
16:38:00, 22 Jan.
:PPPoE error: timeout
16:37:52, 22 Jan.
:PPPoE error: timeout
16:37:48, 22 Jan.
:PPPoE error: timeout
16:37:44, 22 Jan.
ptm0.101:VLAN VLAN_DATA connected
16:37:44, 22 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
16:37:44, 22 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
16:37:44, 22 Jan.
dsl:VDSL link Up: Down Rate=64851Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
16:37:21, 22 Jan.
:VLAN VLAN_DATA disconnected
16:37:20, 22 Jan.
:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)
16:37:19, 22 Jan.
ppp1:The DYN ROUTE [212.159.6.10/32 gw 195.166.130.254] is deleted
16:37:19, 22 Jan.
ppp1:The DYN ROUTE [212.159.6.9/32 gw 195.166.130.254] is deleted
16:37:18, 22 Jan.
dsl:VDSL Link Down: duration was 6440 seconds
16:35:24, 22 Jan.
ppp1:Request for a new authenticated connection
16:35:24, 22 Jan.
ppp1:TR69 ConnectionRequest: processing request from ACS
16:27:29, 22 Jan.
:This Rule has been applied successfully: [id:14, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: UDP]
16:27:29, 22 Jan.
:Adding port mapping rule by System
16:27:29, 22 Jan.
:Updating port mapping rule (14) by System
16:27:29, 22 Jan.
:Deleting port mapping rule (11) by System
16:27:29, 22 Jan.
:Updating port mapping rule (11) by System
16:27:29, 22 Jan.
:This Rule has been applied successfully: [id:13, InternalClient: 192.168.1.77, External Ports:(44074,0), Internal Ports: (44074,0), Protocol: TCP]
16:27:29, 22 Jan.
:Adding port mapping rule by System
16:27:29, 22 Jan.
:Updating port mapping rule (13) by System
16:27:29, 22 Jan.
:Deleting port mapping rule (10) by System
16:27:29, 22 Jan.
:Updating port mapping rule (10) by System
16:23:09, 22 Jan.
wl1:Device <64:1C:AE:57:EA:E0> was disconnected on SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:23:09, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 ended by 192.168.1.71
16:23:06, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
16:23:05, 22 Jan.
BR_LAN:The DHCP options that are offered by the device (id:8): DiscoverOptions: 53,57,55,61,12 | DiscoverOption55: 1,3,252,42,6,12 | RequestOptions: 53,50,54,57,55,61,12 | RequestOption55: 1,3,252,42,6,12 | HostName: Samsung | VendorId:
16:23:05, 22 Jan.
:DHCP Confirmation of Request
16:23:05, 22 Jan.
wl1:IGMP join received for group 224.0.1.187 on interface wl1
16:23:05, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 started by 192.168.1.71
16:23:05, 22 Jan.
wl1:IGMP group 224.0.1.187 on interface wl1 by 192.168.1.71 requested
16:23:03, 22 Jan.
wl1:A WiFi device <64:1C:AE:57:EA:E0> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])
16:21:59, 22 Jan.
BR_LAN:The DHCP options that are offered by the device (id:11): DiscoverOptions: 53,61,50,12,60,55 | DiscoverOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | RequestOptions: 53,61,50,12,81,60,55 | RequestOption55: 1,3,6,15,31,33,43,44,46,47,119,121,249,252 | HostName: LAPTOP-NESFJG3P | VendorId: MSFT 5.0
Re: Help - VDSL connection drops out a few times a day
23-01-2020 4:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @ dan17,
Thanks for getting in touch.
I'm sorry to hear of the issue and appreciate you have had an engineer out recently.
I've checked your connection and I can see the speed is sustained, although the diagnostic test reports interference observed on weekdays there is no fault observed. I can see you have closed down the recent fault ticket, as such we will need you to go through the troubleshooting checks and connect to the test socket before referring back to our suppliers Openreach for further investigation. I would also recommend using a new ADSL microfilter if you have one (there should be one in your router box) and use an Ethernet connection to see if there is any comparison to Wi-Fi.
Please can you confirm you have done so and raise a fault here or let us know so we can do this.
Thanks - LF
Re: Help - VDSL connection drops out a few times a day
23-01-2020 9:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The engineer upgraded the master socket so now I don’t need a microfilter. Do I still proceed with the checks?
Re: Help - VDSL connection drops out a few times a day
24-01-2020 10:08 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Help - VDSL connection drops out a few times a day
24-01-2020 10:33 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Does it still drop out if you unclip the cover of the master socket and use a filter in the hidden test socket?
Re: Help - VDSL connection drops out a few times a day
24-01-2020 4:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi dan17, it would be worth checking what @Mustrum mentioned tonight if you can just in case that shows an improvement.
Re: Help - VDSL connection drops out a few times a day
24-01-2020 4:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Help - VDSL connection drops out a few times a day
24-01-2020 7:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you @dan17, please let us know how it goes.
Re: Help - VDSL connection drops out a few times a day
26-01-2020 1:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Without any input from me, the line has stabilised and has stopped dropping as far as I can see. Fingers crossed this will stay the case for the future. I have cancelled the engineer appointment for now, thank you for your help! ✌🏻
Re: Help - VDSL connection drops out a few times a day
27-01-2020 10:32 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sadly, it has started again after 2 and a half days of no reboots. I have plugged it in the test socket and will see what happens.
Can anyone have a look at the visual radius and GEA again for our line? I’m curious to see the results.
All of this began when the engineer made the upgrade to MK4 socket sadly.
Re: Help - VDSL connection drops out a few times a day
27-01-2020 11:44 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Help - VDSL connection drops out a few times a day
27-01-2020 5:24 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Help - VDSL connection drops out a few times a day
29-01-2020 6:35 PM - edited 29-01-2020 6:35 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I have updated ticket #198422002 - no issues for 1 day 16hrs so far whilst it’s plugged in the test socket.
The faceplate the engineer just installed on the 17th must be faulty then. How can we get this resolved please?
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Fibre Broadband
- :
- Help - VDSL connection drops out a few times a day