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Internet drops ever 24hrs

Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Internet drops ever 24hrs

Hi,

On a daily basis my internet drops out at the same time. I’ve tried calling the hotline but they weren’t able to help beyond “maybe someone is using an electric gate ever night at the same time??”, amazing… Anyway, below is the activity feed, i always see the same message every time it happens: “ PPP LCP Send Termination Request [PPPoE PADT received]” see below @21:20:02

Really appreciate any help

21:21:15, 21 Jul. (183306.400000) Admin login successful by 192.168.1.100 on HTTP
21:20:56, 21 Jul. (183287.530000) New GUI session from IP 192.168.1.77
21:20:55, 21 Jul. (183286.850000) New GUI session from IP 192.168.1.100
21:20:55, 21 Jul. (183286.230000) New GUI session from IP 192.168.1.77
21:20:54, 21 Jul. (183285.490000) New GUI session from IP 192.168.1.77
21:20:53, 21 Jul. (183284.730000) New GUI session from IP 192.168.1.77
21:20:53, 21 Jul. (183284.070000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
21:20:44, 21 Jul. (183275.870000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:44, 21 Jul. (183275.870000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:42, 21 Jul. (183273.670000) WAN operating mode is VDSL
21:20:42, 21 Jul. (183273.670000) Last WAN operating mode was VDSL
21:20:41, 21 Jul. (183272.240000) PPP IPCP Receive Configuration ACK
21:20:41, 21 Jul. (183272.170000) PPP IPCP Send Configuration Request
21:20:41, 21 Jul. (183272.160000) PPP IPCP Receive Configuration NAK
21:20:41, 21 Jul. (183272.160000) PPP IPCP Send Configuration ACK
21:20:41, 21 Jul. (183272.160000) PPP IPCP Receive Configuration Request
21:20:41, 21 Jul. (183272.130000) PPP IPCP Send Configuration Request
21:20:39, 21 Jul. (183270.840000) PPPoE is up -​ Down Rate=79995Kbps, Up Rate=20000Kbps; SNR Margin Down=9.9dB, Up=12.6dB
21:20:39, 21 Jul. (183270.830000) CHAP authentication successful
21:20:39, 21 Jul. (183270.710000) CHAP Receive Challenge
21:20:39, 21 Jul. (183270.710000) Starting CHAP authentication with peer
21:20:39, 21 Jul. (183270.700000) PPP LCP Receive Configuration ACK
21:20:39, 21 Jul. (183270.700000) PPP LCP Send Configuration ACK
21:20:39, 21 Jul. (183270.700000) PPP LCP Send Configuration Request
21:20:39, 21 Jul. (183270.700000) PPP LCP Receive Configuration Request
21:20:39, 21 Jul. (183270.620000) CHAP Receive Challenge
21:20:39, 21 Jul. (183270.610000) Starting CHAP authentication with peer
21:20:39, 21 Jul. (183270.610000) PPP LCP Receive Configuration ACK
21:20:39, 21 Jul. (183270.610000) PPP LCP Send Configuration Request
21:20:39, 21 Jul. (183270.600000) PPP LCP Receive Configuration Reject
21:20:39, 21 Jul. (183270.600000) PPP LCP Send Configuration ACK
21:20:39, 21 Jul. (183270.600000) PPP LCP Receive Configuration Request
21:20:39, 21 Jul. (183270.600000) PPP LCP Send Configuration Request
21:20:37, 21 Jul. (183267.950000) CWMP: session closed due to error: Could not resolve host
21:20:37, 21 Jul. (183267.930000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:37, 21 Jul. (183267.920000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:06, 21 Jul. (183237.480000) CWMP: session closed due to error: Could not resolve host
21:20:06, 21 Jul. (183237.460000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:06, 21 Jul. (183237.450000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:06, 21 Jul. (183236.990000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:20:05, 21 Jul. (183235.920000) PPPoE is down after 1447 minutes uptime [Disconnected]
21:20:02, 21 Jul. (183233.760000) PPP LCP Send Termination Request [PPPoE PADT received]
21:18:45, 21 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.100-​>157.240.221.63 on ppp3)
21:18:45, 21 Jul. BLOCKED 2 more packets (because of ICMP replay)
21:18:44, 21 Jul. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.100-​>157.240.221.63 on ppp3)
21:15:43, 21 Jul. (182974.510000) Lease for IP 192.168.1.77 renewed by host Nest-​Hello-​431e (MAC 18:b4:30:eb:43:1e). Lease duration: 1440 min
21:15:43, 21 Jul. (182974.510000) Device connected: Hostname: Nest-​Hello-​431e IP:
30 REPLIES 30
dvorak
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Re: Internet drops ever 24hrs


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Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

I saw in other posts the below was asked for so here you go…

Make/model of router: hub one (Sagemcom CS 50001, 92848 RUEIL CEDEX - FRANCE)
Firmware/software version: Software version 4.7.5.1.83.8.263
Product/speed: Unlimited Fibre Extra
Gateway: don’t know, the usual tool didn’t work (http://usertools.plus.net/@gateway/)
Uploading/what service using: Xbox gaming and Nest smart home
Problem first started: earlier this year, not sure exactly when
TheMightyAJ
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Re: Internet drops ever 24hrs

Hi @Robersk,

I'm sorry to hear that you're experiencing issues with your connection. I've tested your line this afternoon and I can see that though there have been a handful of drops, there aren't any underlying causes contributing to this - or at least as far as we can see from our end of things. When you lose connection, are you rebooting the router to resolve the issue, or does it reconnect itself? Additionally, have you carried out any troubleshooting steps to see if they have any affect on the line? For reference, our recommended troubleshooting steps can be found here and here.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

Hey, the line reconnects within 30 seconds on its own, I’m not doing anything to fix it. Other than restart the router (off, unplug, wait 10 secs, replug, on) and call the helpline who fixed some issues they found on the line (which didn’t resolve the issue) no, as I’m really not sure what else to do…?
Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

Bear in mind I’ve already been on the phone to the helpline a few times so we’ve been over the generic troubleshooting tips on the link you sent, no issues there. I’m using the master socket, with a plusnet supplied filter.
TheMightyAJ
Plusnet Help Team
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Re: Internet drops ever 24hrs

Hi @Robersk,

I'm sorry to hear the troubleshooting steps haven't helped to resolve the issue. As this is the case, we'll need to arrange an engineer visit to investigate further. I've logged a ticket on your account regarding this, which can be accessed here. Once you've had the chance to respond to the ticket, please drop us another message on here so that we can pick this back up for review as soon as possible.

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 Alex H
 Plusnet Help Team
RealAleMadrid
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Re: Internet drops ever 24hrs

@Robersk  I would not expect an Openreach engineer to have the slightest clue about diagnosing a dropping PPP session so I would refuse a visit because they will say no fault found and charge £65 for the privilege. I have seen another thread with a similar problem but I don't think a definite diagnosis was found, have a look at this ....

https://community.plus.net/t5/My-Router/PPP-dropping-every-24-hours/m-p/1605263 

Perhaps @bobpullen may be able to assist.

Gandalf
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Re: Internet drops ever 24hrs

@RealAleMadrid, we don't charge an engineer call out fee for fault investigations anymore

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 Anoush Mortazavi
 Plusnet Help Team
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Re: Internet drops ever 24hrs

@Gandalf Just out of interest - is that a unilateral policy decision by Plusnet, or because Openreach are not raising a charge any more?

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Gandalf
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Re: Internet drops ever 24hrs

As far as I'm aware it's a decision we've made

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 Anoush Mortazavi
 Plusnet Help Team
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Re: Internet drops ever 24hrs

OK, thanks @Gandalf .

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bobpullen
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Re: Internet drops ever 24hrs


@RealAleMadrid wrote:

@Robersk  I would not expect an Openreach engineer to have the slightest clue about diagnosing a dropping PPP session so I would refuse a visit because they will say no fault found and charge £65 for the privilege. I have seen another thread with a similar problem but I don't think a definite diagnosis was found, have a look at this ....

https://community.plus.net/t5/My-Router/PPP-dropping-every-24-hours/m-p/1605263 

Perhaps @bobpullen may be able to assist.


I've checked the hardware management platform and it looks OK. That said, I think @Robersk may have attempted a factory reset recently. If so, it will be interesting to see if that helps.

I can see PPP-only events but also others where there's a loss of sync. I guess that could be the reboots though?

Bob Pullen
Plusnet Product Team
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Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

@bobpullen Sorry this dropped off my radar, but is still a daily problem. I did a hard reset (ball ache having to split the frequencies and link everything again!) and unfortunately it didn’t work.

As for the loss of sync you mentioned, when the internet drops, I don’t actually do anything, I’m not rebooting the router. I just wait 20-30 seconds and it’s back. I’ll take another snippet tonight of the log and past it here to show consistency of issue I guess.

Any other thoughts or do I really have to get the openreach engineer round? What tests would they do that can’t be done remotely?
Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

The log from last night, I presume the point at which the internet died is the time … 22:11:41 or 22:11:11 or 22:11:08.


22:18:01, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client associated
22:17:53, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client disassociated
22:17:43, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client associated
22:17:41, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client disassociated
22:17:41, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client associated
22:14:07, 12 Sep. IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [40.81.123.19]:3544 ppp3 NAPT)
22:14:06, 12 Sep. IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [205.209.23.53]:3074 ppp3 NAPT)
22:13:21, 12 Sep. (132612.060000) New GUI session from IP 192.168.1.73
22:13:21, 12 Sep. (132611.510000) New GUI session from IP 192.168.1.73
22:13:20, 12 Sep. (132610.960000) New GUI session from IP 192.168.1.73
22:12:46, 12 Sep. (132577.230000) Admin login successful by 192.168.1.75 on HTTP
22:12:33, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client disassociated
22:12:27, 12 Sep. (132557.720000) CWMP: session closed due to error: Timeout
22:12:24, 12 Sep. IN: BLOCK [7] ICMP replay (ICMP type 3 code 3 155.133.252.38-​>84.92.47.125 on ppp3)
22:12:23, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client associated
22:12:11, 12 Sep. (132541.650000) New GUI session from IP 192.168.1.75
22:12:06, 12 Sep. IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [40.81.123.19]:3544 ppp3 NAPT)
22:12:05, 12 Sep. IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [205.209.23.53]:3074 ppp3 NAPT)
22:12:05, 12 Sep. IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [205.209.23.57]:3074 ppp3 NAPT)
22:12:01, 12 Sep. (132531.630000) Port forwarding rule added via UPnP/TR064. Protocol: UDP, external ports: any-​>3074, internal ports: 3074, internal client: 192.168.1.66
22:11:58, 12 Sep. (132529.210000) Port forwarding rule deleted via UPnP/TR064. Protocol: UDP, external ports: any-​>3074, internal ports: 3074, internal client: 192.168.1.66
22:11:58, 12 Sep. IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.66]:3074 <-​-​> [84.92.47.125]:3074 -​ -​ -​ [205.209.23.57]:3074 ppp3 NAPT)
22:11:57, 12 Sep. (132527.550000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
22:11:57, 12 Sep. IN: BLOCK [16] Remote administration (TCP [89.248.165.48]:46345-​>[84.92.47.125]:8080 on ppp3)
22:11:49, 12 Sep. (132520.050000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
22:11:49, 12 Sep. (132520.040000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:11:47, 12 Sep. (132517.980000) WAN operating mode is VDSL
22:11:47, 12 Sep. (132517.980000) Last WAN operating mode was VDSL
22:11:46, 12 Sep. (132516.590000) PPP IPCP Receive Configuration ACK
22:11:45, 12 Sep. (132516.490000) PPP IPCP Send Configuration Request
22:11:45, 12 Sep. (132516.490000) PPP IPCP Receive Configuration NAK
22:11:45, 12 Sep. (132516.490000) PPP IPCP Send Configuration ACK
22:11:45, 12 Sep. (132516.480000) PPP IPCP Receive Configuration Request
22:11:45, 12 Sep. (132516.470000) PPP IPCP Send Configuration Request
22:11:44, 12 Sep. (132515.340000) PPPoE is up -​ Down Rate=79995Kbps, Up Rate=20000Kbps; SNR Margin Down=9.8dB, Up=12.8dB
22:11:44, 12 Sep. (132515.330000) CHAP authentication successful
22:11:44, 12 Sep. (132515.280000) CHAP Receive Challenge
22:11:44, 12 Sep. (132515.270000) Starting CHAP authentication with peer
22:11:44, 12 Sep. (132515.270000) PPP LCP Receive Configuration ACK
22:11:44, 12 Sep. (132515.270000) PPP LCP Send Configuration ACK
22:11:44, 12 Sep. (132515.270000) PPP LCP Send Configuration Request
22:11:44, 12 Sep. (132515.260000) PPP LCP Receive Configuration Request
22:11:44, 12 Sep. (132515.170000) CHAP Receive Challenge
22:11:44, 12 Sep. (132515.170000) Starting CHAP authentication with peer
22:11:44, 12 Sep. (132515.170000) PPP LCP Receive Configuration ACK
22:11:44, 12 Sep. (132515.160000) PPP LCP Send Configuration Request
22:11:44, 12 Sep. (132515.160000) PPP LCP Receive Configuration Reject
22:11:44, 12 Sep. (132515.160000) PPP LCP Send Configuration ACK
22:11:44, 12 Sep. (132515.150000) PPP LCP Receive Configuration Request
22:11:44, 12 Sep. (132515.150000) PPP LCP Send Configuration Request
22:11:41, 12 Sep. (132512.200000) CWMP: session closed due to error: Could not resolve host
22:11:41, 12 Sep. (132512.160000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
22:11:41, 12 Sep. (132512.160000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:11:11, 12 Sep. (132481.860000) CWMP: session closed due to error: Could not resolve host
22:11:11, 12 Sep. (132481.850000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
22:11:11, 12 Sep. (132481.840000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:11:11, 12 Sep. (132481.540000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
22:11:10, 12 Sep. (132480.820000) PPPoE is down after 1498 minutes uptime [Disconnected]
22:11:08, 12 Sep. (132478.810000) PPP LCP Send Termination Request [PPPoE PADT received]
22:10:38, 12 Sep. IN: BLOCK [16] Remote administration (TCP [89.248.165.48]:57201-​>[84.92.47.125]:8443 on ppp3)
22:10:04, 12 Sep. IN: BLOCK [16] Remote administration (TCP [89.248.165.100]:43653-​>[84.92.47.125]:443 on ppp3)
22:09:24, 12 Sep. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 172.104.94.121-​>84.92.47.125 on ppp3)
22:07:20, 12 Sep. IN: BLOCK [16] Remote administration (TCP [104.244.72.69]:24935-​>[84.92.47.125]:22 on ppp3)
22:07:15, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE 802.11: Client disassociated
22:07:05, 12 Sep. ath00: STA d4:f5:47:01:8b:46 IEEE