How frequent do disconnects have to be before Its worth raising a fault?

[#1]

It's been pretty stable recently but had major packet loss last night

and its been bouncing quite a bit today.

06:30:44, 08 Apr.

(7205253.310000) PPPoE is down after 7513 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

06:32:50, 08 Apr.

(7205379.340000) PPPoE is up -​ Down Rate=51962Kbps, Up Rate=7480Kbps; SNR Margin Down=3.1dB, Up=5.9dB

18:20:32, 08 Apr.

(7247841.440000) PPPoE is down after 707 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

18:22:37, 08 Apr.

(7247966.770000) PPPoE is up -​ Down Rate=51037Kbps, Up Rate=7521Kbps; SNR Margin Down=3.2dB, Up=5.9dB

18:26:10, 08 Apr.

(7248179.080000) PPPoE is down after 3 minutes uptime [Disconnected]

18:26:44, 08 Apr.

(7248213.560000) PPPoE is up -​ Down Rate=51037Kbps, Up Rate=7521Kbps; SNR Margin Down=3.4dB, Up=5.9dB

22:38:27, 08 Apr.

(7263316.500000) PPPoE is down after 251 minutes up

22:40:32, 08 Apr.

(7263441.800000) PPPoE is up -​ Down Rate=51250Kbps, Up Rate=7476Kbps; SNR Margin Down=3.3dB, Up=5.9dB

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[#2]

Hi @SteveA, generally our guideline for raising a DCN fault is 3 drops or more within a 24 hour period or 6 drops or more within  72 hours. 

However I stress this is a guideline as some people may have 1-2 drops every day for example, which again is an anomaly. So its situational.

Looking at your profile I can see there's absolutely grounds to look into a potential issue. It might be worth doing a troubleshooting if you haven't already.

If that doesn't seem to resolve anything then raise a fault here and let us know.

Many thanks

[#3]

I'll run troubleshooting when I get home tonight. 

[#4]

Thanks @SteveA, let us know how you get on or if you need anything else.

[#5]

So two more drops this morning I see

07:53:44, 09 Apr.

(7296632.680000) PPPoE is down after 553 minutes uptime [Disconnected]

07:54:19, 09 Apr.

(7296667.290000) PPPoE is up -​ Down Rate=51250Kbps, Up Rate=7476Kbps; SNR Margin Down=3.9dB, Up=5.9dB

08:22:15, 09 Apr.

(7298343.790000) PPPoE is down after 27 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

08:23:36, 09 Apr.

(7298424.650000) PPPoE is up -​ Down Rate=51443Kbps, Up Rate=7562Kbps; SNR Margin Down=3.1dB, Up=5.9dB

Trying to raise a fault resulted in:

I've rebooted the router as it was last booted on 14th Jan

[#6]

Some more

01:54:18, 10 Apr.

(27381.330000) PPPoE is down after 454 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]

01:56:23, 10 Apr.

(27506.540000) PPPoE is up -​ Down Rate=49375Kbps, Up Rate=7495Kbps; SNR Margin Down=4.0dB, Up=6.0dB

01:59:53, 10 Apr.

(27716.460000) PPP LCP Send Termination Request [PPPoE PADT received]

01:59:55, 10 Apr.

(27718.680000) PPPoE is down after 3 minutes uptime [Disconnected]

02:00:30, 10 Apr.

(27753.120000) PPPoE is up -​ Down Rate=49375Kbps, Up Rate=7495Kbps; SNR Margin Down=4.0dB, Up=6.0dB

Will raise a fault

[#7]

@SteveA Just a quick fwiw before you raise a fault

Are you running software version 4.7.5.1.83.8.226 by any chance?

It's just that PPP LCP Send Termination Request [PPPoE PADT received] is a known issue.

This is caused by uploading and it causes the router to fall over and reboot

A firmware update fixes this issue and you may be booking an engineer for no reason

(don't suppose the other events also had PPPoE PADT in them did they?

edit. Here's one of many reports - PPPoE PADT received  

[#8]

Not sure which version I'm on - I was on the version that had the major problems with local device discovery and Bob Pullen pushed a different version out.

None of the other drops had PADT events.

Edited to add : Yes its 226 - I just found the details in a PM from Bob - but that was in May last year.

[#9]

If you've got access to the router now, logging into any hub page and scrolling down will give your current version (if you didn't already know this)

From memory, most other users has NAS attached to the router, but it was any uploading that could trigger it (backups to the cloud etc. Auto backups. Apple devices were one of the things users didn't realise)

As the other events don't show the known issue, maybe you have two separate issues (though getting the latest 4.7.5.1.83.8.263 or indeed the previous one 4.7.5.1.83.8.259 may help stop the PADT events?)

edit. Just spotted your edit;). Certainly needs a manual push then. It was sent automatically in the first two weeks of last month.

[#10]

Thanks for confirming the firmware @SteveA. (and thanks for your input @DS, you've saved us a little bit of time there)

On the back of you being on the .226 firmware with the aforementioned issue, I've requested that our products team push out the latest firmware update which will (hopefully) resolve the issue.

We expect that this should take place by the end of the week.

Please let us know if the update doesn't work, or if you need anything else at all.

[#11]

That's not .7.5.1.83.8.237.2.2 is it?

That has a major problem with device discovery that breaks port forwarding.

https://community.plus.net/t5/My-Router/Software-version-4-7-5-1-83-8-237-2-2-No-devices-showing-on-...

I know that a fix is supposed to be in the pipeline - Bob was the person I was dealing with.

[#12]

No, I'm pretty confident it'll either be 263 (more than likely) or 259 (possible, but doubtful too).

(they don't have to put upgrades on in order, they can just skip to the latest)

[#13]

OK thanks - I guess its not auto updated because my router was taken off the active list.

[#14]

I assume that these releases don't have the local discovery / broken DMZ / broken port forwarding issue?

Digging through my PMs with Bob - 

Software version 4.7.5.1.83.8.259  has the discovery issue.

[#15]

I guess its not auto updated because my router was taken off the active list.

Quite possibly. Though others have reported there's missed out for reasons unknown too.

Software version 4.7.5.1.83.8.259  has the discovery issue.

Software 4.7.5.1.83.8.263 was supposed to fix any known issues afaik.

But some, myself included, have been having some issues with .263

BT HH5 users (BT customers) have also reported issues with their latest release 4.7.5.1.83.8.264

But that doesn't mean you'll see the same as us. Numbers appear to be very small and thus not all users of these hubs are reporting any issues.

(I would however suggest you backup the hub config file to one of your devices, prior to the update)