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Internet drops ever 24hrs

LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 130
Registered: ‎07-12-2017

Re: Internet drops ever 24hrs

Hiya @Robersk, I'm sorry for the continued issues you're having with your service.

 

As the troubleshooting/ factory reset/ stability settings being adjusted haven't resolved the drops, it does look like we will need to get you an engineer visit booked in so they can investigate this further for you.

 

I have created a fault ticket here for you: https://www.plus.net/wizard/?p=view_question&id=217876505 , just get back to us on the ticket with the requested information. If you give us a nudge on here once done, we can get that picked up for you.

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

Re: Internet drops ever 24hrs

I’ve added dates for an engineer to come out on the ticket.

Why has someone been marking this ticket as closed/resolved when you can clearly see my line continues to drop out every day?
BD
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Internet drops ever 24hrs

Hi @Robersk, thanks for getting back to us and confirming you've updated the fault ticket. I have looked into the fault and booked an engineer visit which matches the earliest of your availability and have confirmed the appointment slot here on the ticket on your account.
I'm sincerely sorry it looks like your fault was closed prematurely. Some of the reasoning behind this could be that unless a connection is dropping 3 times in 24 hours or 6 times in 72 hours then drops in connection may not be classed as impacting on our suppliers side. Please do let us know how the visit goes however as we'll happily investigate further should issues persist.
 

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

Re: Internet drops ever 24hrs

Ok so just had the openreach engineer out. He did a few tests couldn’t find any issues so went down the route of potential causes of REIN interference causing dropouts. Apparently they have an actual REIN team, so he checked in with them, they did a quick test while on the phone to the engineer and confirmed that wasn’t the case. But what they did say was that there is a known issue specific to Plusnet with this exact issue of repeated evening dropouts so much so that they sent an email circular round to their colleagues about it. I wasn’t allowed to see this email but the engineer said that while he didn’t fully understand it, the root cause issue had something to do with solar activity, something to do with bitswapping, and basically some versions of the hub one router had a certain chipset that would drop internet because of it (sounds far fetched but ok). So he’s going to put in a request for me for a new router.

My concern is I don’t want another version of the same router and same chipset. So we need to identify what I have vs what new routers are being distributed.

A bit of searching myself on these forums and it looks like this issue is on the HH5A router but not on the HH5B. Those are BT router ID’s as the plusnet router is just a rebadged BT router.

Is some able to tell me whether I have HH5A or B? And which is being supplied at the moment?

Router details
SAGEMCOM CS 50001
92848 RUEIL CEDEX FRANCE
serial: +081441+NQ81473214
Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

Someone else with the same thing on message 12 of the below thread, talking about this openreach article about solar wind causing issues with certain chipsets…

https://community.plus.net/t5/My-Router/Huawei-compatable-router-modem/td-p/1791553
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 130
Registered: ‎07-12-2017

Re: Internet drops ever 24hrs

Hiya @Robersk, thanks for getting back to us and for the information. I am sorry for the issues with your service.

 

I have updated your open ticket for you, with the options going forward with regards to a new router.

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

Re: Internet drops ever 24hrs

With regard to your question on the ticket, I can’t seem to reply there. Rather than take the £25 credit to buy my own router, I’d rather use a different Plusnet router please that you send me (you suggested sending me the Zyxel router rather than the Huawei one which could be causing my issue). I don’t want to bring in another variable which is a third party company in case it still doesn’t work.
Gandalf
Community Gaffer
Community Gaffer
Posts: 25,925
Thanks: 9,559
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Registered: ‎21-04-2017

Re: Internet drops ever 24hrs

Thanks for getting back to us @Robersk

To reply to the ticket you'd just need to click on the reply link at the bottom of the email you've received or click Here.

Once you've logged in you'll be taken to a page that shows the ticket 217876505. Scroll to the bottom and then click on the "I need to add further details" button, which will open a box you can type a comment in.

I've taken a look into this though. We're aware of an issue (PMT-2251) affecting some Hub Ones and cabinets that have vectoring enabled which can cause disconnections in the evening, particularly when LED street lights turn on and off.

I suspect this is what the engineer's referring to. As far as I'm aware the investigation is still ongoing but the fix so far is to make sure you're on the 'stable' configuration as that's proven to greatly improve things, which I can see you are on already. 

Based on this and that we haven't yet tried replacing the Hub One you've had for a good few years, it's possible the router has just developed a fault over time, so I've arranged to send you a new one. Let us know how it goes once you've got it.

As our products guru @bobpullen has had a bit of interest here previously, I'll tag him just in case he has further ideas. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
Robersk
Dabbler
Posts: 14
Registered: ‎25-06-2021

Re: Internet drops ever 24hrs

So I received the router a few days ago and plugged it in straight away, unfortunately the issue remains, I just wanted to check over a few days. Log below. Before I got the router I actually kept the curtains open watching the street for any lights turning off and on during the period the internet drops out… the internet dropped but I didn’t see anything change outside. So unfortunately im back to square one. Any other suggestions?

The termination request below is at 21:20:17. This is the log with the new router in place.

21:21:33, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:32, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [64.233.167.188]:5228-​>[84.92.47.125]:38844 on ppp3)
21:21:31, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:30, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:21:29, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.70]:38846-​>[64.233.167.188]:5228 on ppp3)
21:21:28, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.70]:38846-​>[64.233.167.188]:5228 on ppp3)
21:21:28, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.69]:46856-​>[18.205.224.178]:9543 on ppp3)
21:21:22, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.64]:35086-​>[34.117.13.189]:443 on ppp3)
21:21:22, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.70]:38844-​>[64.233.167.188]:5228 on ppp3)
21:21:20, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:57862-​>[40.91.72.120]:443 on ppp3)
21:21:17, 22 Sep. ( 6308.090000) Admin login successful by 192.168.1.67 on HTTP
21:21:17, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [20.54.36.229]:443-​>[84.92.47.125]:49466 on ppp3)
21:21:13, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:57862-​>[40.91.72.120]:443 on ppp3)
21:21:13, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:12, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:57862-​>[40.91.72.120]:443 on ppp3)
21:21:11, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:10, 22 Sep. BLOCKED 3 more packets (because of Packet invalid in connection)
21:21:09, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:57862-​>[40.91.72.120]:443 on ppp3)
21:21:09, 22 Sep. BLOCKED 5 more packets (because of Packet invalid in connection)
21:21:08, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:57862-​>[40.91.72.120]:443 on ppp3)
21:21:08, 22 Sep. BLOCKED 3 more packets (because of Packet invalid in connection)
21:21:07, 22 Sep. ( 6297.830000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
21:21:07, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [20.54.36.229]:443-​>[84.92.47.125]:49466 on ppp3)
21:21:06, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:04, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:21:03, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:03, 22 Sep. BLOCKED 1 more packets (because of First packet is Invalid)
21:21:03, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:21:03, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.70]:38846-​>[64.233.167.188]:5228 on ppp3)
21:21:01, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:49466-​>[20.54.36.229]:443 on ppp3)
21:21:00, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:21:00, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:49466-​>[20.54.36.229]:443 on ppp3)
21:21:00, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.64]:35086-​>[34.117.13.189]:443 on ppp3)
21:21:00, 22 Sep. BLOCKED 1 more packets (because of First packet is Invalid)
21:21:00, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.66]:49466-​>[20.54.36.229]:443 on ppp3)
21:21:00, 22 Sep. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:50474-​>[40.90.9.180]:443 on ppp3)
21:20:59, 22 Sep. ( 6290.260000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:59, 22 Sep. ( 6290.250000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:57, 22 Sep. ( 6287.970000) WAN operating mode is VDSL
21:20:57, 22 Sep. ( 6287.970000) Last WAN operating mode was VDSL
21:20:55, 22 Sep. ( 6286.460000) PPP IPCP Receive Configuration ACK
21:20:55, 22 Sep. ( 6286.340000) PPP IPCP Send Configuration Request
21:20:55, 22 Sep. ( 6286.340000) PPP IPCP Receive Configuration NAK
21:20:55, 22 Sep. ( 6286.340000) PPP IPCP Send Configuration ACK
21:20:55, 22 Sep. ( 6286.330000) PPP IPCP Receive Configuration Request
21:20:55, 22 Sep. ( 6286.330000) PPP IPCP Send Configuration Request
21:20:54, 22 Sep. ( 6285.060000) PPPoE is up -​ Down Rate=79995Kbps, Up Rate=20000Kbps; SNR Margin Down=9.8dB, Up=12.6dB
21:20:54, 22 Sep. ( 6285.040000) CHAP authentication successful
21:20:54, 22 Sep. ( 6284.970000) CHAP Receive Challenge
21:20:54, 22 Sep. ( 6284.970000) Starting CHAP authentication with peer
21:20:54, 22 Sep. ( 6284.960000) PPP LCP Receive Configuration ACK
21:20:54, 22 Sep. ( 6284.960000) PPP LCP Send Configuration ACK
21:20:54, 22 Sep. ( 6284.960000) PPP LCP Send Configuration Request
21:20:54, 22 Sep. ( 6284.950000) PPP LCP Receive Configuration Request
21:20:54, 22 Sep. ( 6284.870000) CHAP Receive Challenge
21:20:54, 22 Sep. ( 6284.870000) Starting CHAP authentication with peer
21:20:54, 22 Sep. ( 6284.860000) PPP LCP Receive Configuration ACK
21:20:54, 22 Sep. ( 6284.860000) PPP LCP Send Configuration Request
21:20:54, 22 Sep. ( 6284.850000) PPP LCP Receive Configuration Reject
21:20:54, 22 Sep. ( 6284.850000) PPP LCP Send Configuration ACK
21:20:54, 22 Sep. ( 6284.850000) PPP LCP Receive Configuration Request
21:20:54, 22 Sep. ( 6284.850000) PPP LCP Send Configuration Request
21:20:53, 22 Sep. ( 6284.000000) CWMP: session closed due to error: Could not resolve host
21:20:51, 22 Sep. ( 6282.390000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:51, 22 Sep. ( 6282.390000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:21, 22 Sep. ( 6251.780000) CWMP: session closed due to error: Could not resolve host
21:20:21, 22 Sep. ( 6251.670000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
21:20:21, 22 Sep. ( 6251.660000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:20:20, 22 Sep. ( 6251.090000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:20:19, 22 Sep. ( 6250.260000) PPPoE is down after 99 minutes uptime [Disconnected]
21:20:17, 22 Sep. ( 6248.250000) PPP LCP Send Termination Request [PPPoE PADT received]
21:17:40, 22 Sep. IN: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [17.57.146.6]:5223-​>[84.92.47.125]:64068 on ppp3)
21:16:01, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.67]:64105-​>[96.17.179.74]:443 on ppp3)
21:15:52, 22 Sep. IN: BLOCK [16] Remote administration (TCP [205.185.119.197]:54100-​>[84.92.47.125]:8080 on ppp3)
21:15:51, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57625-​>[96.17.179.44]:443 on ppp3)
21:12:58, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.67]:64094-​>[23.55.1.176]:443 on ppp3)
21:12:43, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57585-​>[152.199.19.160]:443 on ppp3)
21:12:28, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:12:27, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [13.227.162.43]:443-​>[84.92.47.125]:64088 on ppp3)
21:12:00, 22 Sep. IN: BLOCK [16] Remote administration (TCP [121.43.63.83]:45067-​>[84.92.47.125]:80 on ppp3)
21:11:43, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57536-​>[157.240.240.35]:443 on ppp3)
21:11:22, 22 Sep. IN: BLOCK [16] Remote administration (TCP [222.186.31.166]:9090-​>[84.92.47.125]:22 on ppp3)
21:09:42, 22 Sep. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 91.231.239.26-​>84.92.47.125 on ppp3)
21:09:07, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:09:06, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57513-​>[15.236.69.95]:443 on ppp3)
21:05:58, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:05:57, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57502-​>[17.253.35.202]:443 on ppp3)
21:04:49, 22 Sep. BLOCKED 2 more packets (because of Packet invalid in connection)
21:04:48, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:04:48, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:51603-​>[157.240.221.63]:443 on ppp3)
21:04:41, 22 Sep. BLOCKED 4 more packets (because of Packet invalid in connection)
21:04:40, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:51600-​>[157.240.221.63]:443 on ppp3)
21:03:42, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.67]:64077-​>[96.17.178.203]:443 on ppp3)
21:00:30, 22 Sep. BLOCKED 3 more packets (because of Packet invalid in connection)
21:00:29, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57412-​>[17.253.37.204]:443 on ppp3)
21:00:08, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [92.122.206.36]:443-​>[84.92.47.125]:57391 on ppp3)
21:00:05, 22 Sep. BLOCKED 1 more packets (because of Packet invalid in connection)
21:00:04, 22 Sep. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [13.224.128.112]:443-​>[84.92.47.125]:57375 on ppp3)
21:00:03, 22 Sep. OUT: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [192.168.1.68]:57364-​>[2.17.22.226]:443 on ppp3)
20:59:42, 22 Sep. OUT: BLOCK [9] Packet invalid
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,487
Thanks: 371
Fixes: 123
Registered: ‎26-03-2018

Re: Internet drops ever 24hrs

Hi @Robersk,

I'm sorry to hear that this issue is still ongoing. I've had an extensive look over the case this afternoon and haven't been able to come to any conclusion as to what's causing the problem. Generally speaking, I suspect the issue may be caused due to electrical interference, but our line tests aren't picking up on any of the telltale signs of this. Expanding off of what @Gandalf had mentioned in his previous post, it may be worth attempting to set up a 3rd party router to see if this makes any difference - do you have access to a 3rd party Fibre router, perhaps one that you could borrow from a friend or neighbour for a couple of nights, just for testing purposes? 

To bring it back to possible electrical interference, you'd mentioned that you had kept an eye on the streetlights outside when the connection started to drop - it's possible for other devices or systems to interfere in the same way. Is there anything else in the local area, or even within your own home, that may be activating at around the time of the drops?

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

No smart home triggers that I can think of at that time.

The only things left to try as far as I see it are…

1) Change router location - it’s currently under the stairs with the RCD, gas and electricity hubs and hue lights hub because that’s where the phone line comes in.
2) change router to 3rd party. Is there something that I should look for in a router for this?
3) change provider
jab1
Aspiring Legend
Posts: 12,257
Thanks: 3,895
Fixes: 153
Registered: ‎24-02-2012

Re: Internet drops ever 24hrs

No smart home triggers that I can think of at that time.

The only things left to try as far as I see it are…

1) Change router location - it’s currently under the stairs with the RCD, gas and electricity hubs and hue lights hub because that’s where the phone line comes in.That sounds like a recipe for disaster to me, but I could be wrong.

Try putting it at least as far away as the cabling allows.

John
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,487
Thanks: 371
Fixes: 123
Registered: ‎26-03-2018

Re: Internet drops ever 24hrs

I concur with @jab1's sentiments on the first point you've raised there @Robersk. Whilst it's best to keep the router in the master or test socket, if there are a bunch of other devices surrounding it then this could be causing interference. I'm not saying this is definitely the cause of the problem, mind you, just that it does raise a few red flags. Please could you try moving the router further away from this? If you've got any extension phone sockets, it may even be worth setting the router up through one of these, though that's not a permanent solution granted.

Regarding 3rd party routers, any should work fine as long as they are Fibre enabled and not locked to another supplier. This forum has plenty of threads on various different 3rd party router setups and I'd recommend reading through them if this is something you may be interested in.

To address your final point, you are of course within your rights to switch provider at any time, though I would say in this case it's uncertain as to whether or not this would actually resolve the problem, as we've not been able to nail down what's causing it.

Regardless of which direction you wish to go at this stage, please let us know and we'll be happy to provide as much help as possible along the way.

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

Is the interference we’re hypothetically talking about here affect wifi signals or the router as a whole? I ask because I see the dropout on the wired ethernet connection as well as wifi.

I’ve bought longer cables to try and place the router elsewhere as a test either way
jab1
Aspiring Legend
Posts: 12,257
Thanks: 3,895
Fixes: 153
Registered: ‎24-02-2012

Re: Internet drops ever 24hrs

@Robersk The interference we are talking about here - not that hypothetically, by the way, is the reason your hub drops out on both wired and wireless connections - it is affecting the incoming signal.

John