Hub One keeps disconnecting with PPP LCP Send Termination Request
- 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
- :
- Re: Hub One keeps disconnecting with PPP LCP Send ...
Hub One keeps disconnecting with PPP LCP Send Termination Request
21-11-2019 6:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hello everyone,
My Hub One keeps losing its connection multiple times a day (only once so far today, but 7 times yesterday). I see these in the logs, so can anyone tell me what it means and what I may be able to do about it?
16:56:04, 21 Nov. | (2523322.810000) PPP LCP Send Termination Request [User request] |
Seems to happen with either of my Hub Ones (I have a spare), both on firmware 4.7.5.1.83.8.263.
A quick search indicates this may not be that uncommon with a HH5/Hub One, but before I go buy something else it’d be good to know whether or not it’s likely to make a difference.
Many thanks.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
21-11-2019 9:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @dleholt
PPP Termination Requests are usually indicative of a device dropping the connection to the router, rather than the other way around (hence why it probably occurs with two routers).
Does this happen with any specific device(s)?
Just out of interest, if you have multiple devices connected, does it still occur if you disconnect all wifi devices and then add them back on one at a time? Historically, we've seen specific devices cause this for reasons unknown.
Let us know
Dave
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
21-11-2019 10:30 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I don’t think I can tie it down to any particular device. E.g. 7 times yesterday was whilst I was working from home, but today it’s now gone down 3 times whilst I was out of the house.
Actually I think I still have an old OpenReach modem I could try, just to ascertain whether it’s between router and cabinet/exchange or the Hub One itself. At least if I can show it’s the router I’ll be more comfortable blowing some cash on a new one.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
22-11-2019 10:47 AM - edited 22-11-2019 10:48 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thank you for providing those details @dleholt,
If you're able get hold of your old Openreach modem and Plusnet router, I'd definitely recommend trying this to rule out any Hub One specific issues.
I can see from your connection log that your connection has been dropping frequently:
However, testing your line isn't picking up the cause of the problem from here:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXX |
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 | 26.4 Mbps | ||||
Upstream Speed | 2.2 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 | 1491.0 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Regular Interference Observed Daily | ||||
Service Impact | Retrains Observed | ||||
Interference Duration Longest Occurrence | From 14:45 to 15:00 | ||||
Interference Location | Unknown | ||||
Interference Observed In Days | 0 | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Current 15Min Bin Retrains | 0 | ||||
Last 15Min Bin Retrains | 0 | ||||
DP Type | External | ||||
Profile Name | 0.128M-40M Downstream 3dB, Retransmission High - 0.128M-10M Upstream, Retransmission Low | ||||
Time Stamp | 2019-11-09T10:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 25.7 Mbps | 26.3 Mbps | 26.0 Mbps |
Up Stream Line Rate | 2.1 Mbps | 2.6 Mbps | 2.6 Mbps |
Up Time | 807.0 Sec | 900.0 Sec | 899.1 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-11-22T10:14:24Z | 2019-11-22T10:29:24Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 2 | 0 |
Errored Seconds | 1 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises. This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
27-11-2019 1:34 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
As of today I now have the old OpenReach modem installed with a router configured in PPPoE mode. We’ll see how that goes, although I won’t have access to any logs to see whether disconnections are still occurring unless I’m stood next to it to see the LEDs change. Perhaps in a few days you’d be kind enough to rerun the above test to see whether it’s still regularly disconnecting?
In the meantime though, could “Regular Interference Observed Daily“ from your line test be the cause of this?
Many thanks,
David
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
28-11-2019 9:23 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @dleholt,
The interference could be caused by either something internal or external which is why we need to do these checks.
The line has been stable for 21 hours looking at it from this side. I would give it at least 72 hours.
Please let us know how it goes.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
03-12-2019 5:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
It’s been just shy of a week since I swapped out the Hub One for the old OpenReach modem, so is there any chance you can rerun those checks? I think it’s been much more stable than the Hub One but it’d be good to get confirmation.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
04-12-2019 12:19 PM - edited 04-12-2019 12:22 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @dleholt,
I've tested your line today and I can see that, other than a single drop in the early hours of this morning, the connection has been stable since last week. The speeds also appear to be running at the rate we'd expect. I've included graphs from the tests we've run below:
GEA Test Detail | |||
Circuit ID | NA | Service ID | |
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 | 23.2 Mbps | ||||
Upstream Speed | 2.4 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 | 1491.0 | ||||
Upstream Rate Assessment | Very Good | ||||
Downstream Rate Assessment | Very Good | ||||
Interference Pattern | Not Detected | ||||
Service Impact | No Impact Observed | ||||
Home Wiring Problem | Not Detected | ||||
Downstream Policing Discard Rate | 0.0 | ||||
Customer Traffic Level | Upstream and Downstream Traffic Detected | ||||
Technology | VDSL | ||||
Current 15Min Bin Retrains | 0 | ||||
Last 15Min Bin Retrains | 0 | ||||
DP Type | External | ||||
Profile Name | 0.128M-40M Downstream 3dB, Retransmission Low - 0.128M-10M Upstream, Retransmission Low | ||||
Time Stamp | 2019-11-21T12:15:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 23.6 Mbps | 26.4 Mbps | 24.9 Mbps |
Up Stream Line Rate | 2.1 Mbps | 2.6 Mbps | 2.2 Mbps |
Up Time | 688.0 Sec | 900.0 Sec | 899.1 Sec |
Retrains | 0.0 | 3.0 | 0.0 |
Current and Last 15 Minute Bin Performance | ||
Parameters | Last Traffic Count(Upto 15 mins) | Current Traffic Count(Upto 15 mins) |
Start Time Stamp | 2019-12-04T11:45:56Z | 2019-12-04T12:00:56Z |
Ingress Code Violation | 0 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
04-12-2019 12:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks, that looks like a clear improvement over the Hub One. I’ll give it a few more days, then I’ve got a BT Business Smart Hub to try as I’d prefer a one-box solution.
Interesting that the line check no longer shows any interference.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
04-12-2019 6:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks for getting back to us @dleholt
Cool. No problem, let us know how it goes and if there's anything else you'd need help with.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
11-12-2019 8:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I’ve been using the BT Business Smart Hub since Friday evening and seen a couple of disconnections, so more than the OpenReach but nowhere near as many as the Hub One. The connection speeds are also quite a bit better than the OpenReach so I think I’ll stick with it a while longer.
Re: Hub One keeps disconnecting with PPP LCP Send Termination Request
12-12-2019 11:35 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Glad to hear that this has improved @dleholt
Please let us know if there's anything you need us to pick up on your behalf.
Best wishes
Dave
- 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
- :
- Re: Hub One keeps disconnecting with PPP LCP Send ...