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Help - VDSL connection drops out a few times a day

Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Help - VDSL connection drops out a few times a day

Hi,

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). 👇🏻👇🏻👇🏻
17 REPLIES 17
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Product name: BT Hub 6A
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:
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

17:13:09, 22 Jan.
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
Plusnet Help Team
Plusnet Help Team
Posts: 762
Thanks: 83
Fixes: 30
Registered: ‎06-08-2018

Re: Help - VDSL connection drops out a few times a day

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

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Hi,

The engineer upgraded the master socket so now I don’t need a microfilter. Do I still proceed with the checks?
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Ok, it’s not the router as we have tried several so an engineer is coming out on Monday to see. They upgraded the master socket and it’s been dropping out ever since.
Community Veteran
Posts: 2,295
Thanks: 498
Fixes: 52
Registered: ‎13-08-2015

Re: Help - VDSL connection drops out a few times a day

Does it still drop out if you unclip the cover of the master socket and use a filter in the hidden test socket?

Plusnet Help Team
Plusnet Help Team
Posts: 15,169
Thanks: 458
Fixes: 126
Registered: ‎27-04-2007

Re: Help - VDSL connection drops out a few times a day

Hi dan17, it would be worth checking what @Mustrum mentioned tonight if you can just in case that shows an improvement. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

I will try this out as well
Plusnet Help Team
Plusnet Help Team
Posts: 1,957
Thanks: 339
Fixes: 109
Registered: ‎26-03-2018

Re: Help - VDSL connection drops out a few times a day

Thank you @dan17, please let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Hi,

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! ✌🏻
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Hi @EmilyD and everyone,

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.
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

*NTE5C/MK4 socket and plate, apologies
Plusnet Help Team
Plusnet Help Team
Posts: 204
Thanks: 13
Fixes: 11
Registered: ‎23-12-2019

Re: Help - VDSL connection drops out a few times a day

Hi @dan17

 

I am sorry to hear the problem has returned.

 

I have now completed testing on your line and addressed the issue via a ticket on your account. You can view and respond to the ticket by using this link.

 

Should you have any further questions, please do let us know!

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
Grafter
Posts: 38
Thanks: 2
Registered: ‎04-01-2020

Re: Help - VDSL connection drops out a few times a day

Hi ,

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?