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Hub One keeps disconnecting with PPP LCP Send Termination Request

dleholt
Dabbler
Posts: 17
Thanks: 1
Registered: ‎24-07-2009

Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

11 REPLIES 11
Plusnet Help Team
Plusnet Help Team
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Registered: ‎11-01-2018

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

 

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

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
dleholt
Dabbler
Posts: 17
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Registered: ‎24-07-2009

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

Plusnet Help Team
Plusnet Help Team
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Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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

 

 

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 Emily D
 Plusnet Help Team
dleholt
Dabbler
Posts: 17
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Registered: ‎24-07-2009

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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

Plusnet Help Team
Plusnet Help Team
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Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

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 Faris
 Plusnet Help Team
dleholt
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Registered: ‎24-07-2009

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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
If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
dleholt
Dabbler
Posts: 17
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Registered: ‎24-07-2009

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

Plusnet Help Team
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Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
dleholt
Dabbler
Posts: 17
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Registered: ‎24-07-2009

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

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.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎11-01-2018

Re: Hub One keeps disconnecting with PPP LCP Send Termination Request

 

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

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 Dave G
 Plusnet Help Team