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Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Grafter
Posts: 36
Thanks: 1
Registered: ‎09-09-2018

Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Over the last few weeks, i've noticed my internet drops out in the early hours of the morning (3-6am). This is very annoying as i have CCTV running from my wi-fi and other devices that rely on this. Please can someone help me: Last log below:

06:05:38, 08 Mar. (823011.290000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=7054Kbps; SNR Margin Down=11.8dB, Up=6.1dB
06:05:38, 08 Mar. (823011.280000) CHAP authentication successful
06:05:38, 08 Mar. (823011.160000) CHAP Receive Challenge
06:05:38, 08 Mar. (823011.160000) Starting CHAP authentication with peer
06:05:38, 08 Mar. (823011.160000) PPP LCP Receive Configuration ACK
06:05:38, 08 Mar. (823010.760000) PPP LCP Send Configuration Request
06:05:38, 08 Mar. (823010.760000) PPP LCP Receive Configuration Reject
06:05:38, 08 Mar. (823010.750000) PPP LCP Send Configuration ACK
06:05:38, 08 Mar. (823010.750000) PPP LCP Receive Configuration Request
06:05:38, 08 Mar. (823010.750000) PPP LCP Send Configuration Request
06:04:49, 08 Mar. (822961.580000) PTM over DSL is up
06:02:28, 08 Mar. (822820.510000) CWMP: session closed due to error: Could not resolve host
06:02:28, 08 Mar. (822820.490000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:02:28, 08 Mar. (822820.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar. (822790.170000) CWMP: session closed due to error: Could not resolve host
06:01:57, 08 Mar. (822790.150000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:01:57, 08 Mar. (822790.140000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar. (822789.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:01:55, 08 Mar. (822788.190000) PTM over DSL is down after 4367 minutes uptime
06:01:55, 08 Mar. (822788.190000) PPPoE is down after 4366 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
06:01:53, 08 Mar. (822785.590000) PPP LCP Send Termination Request [User request]
64 REPLIES 64
Grafter
Posts: 36
Thanks: 1
Registered: ‎09-09-2018

Internet Drops out in the early hours of the morning... Please Help

Over the last few weeks, i've noticed my internet drops out in the early hours of the morning (3-6am). This is very annoying as i have CCTV running from my wi-fi and other devices that rely on this. Please can someone help me: Last log below:

 

06:05:38, 08 Mar. (823011.290000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=7054Kbps; SNR Margin Down=11.8dB, Up=6.1dB
06:05:38, 08 Mar. (823011.280000) CHAP authentication successful
06:05:38, 08 Mar. (823011.160000) CHAP Receive Challenge
06:05:38, 08 Mar. (823011.160000) Starting CHAP authentication with peer
06:05:38, 08 Mar. (823011.160000) PPP LCP Receive Configuration ACK
06:05:38, 08 Mar. (823010.760000) PPP LCP Send Configuration Request
06:05:38, 08 Mar. (823010.760000) PPP LCP Receive Configuration Reject
06:05:38, 08 Mar. (823010.750000) PPP LCP Send Configuration ACK
06:05:38, 08 Mar. (823010.750000) PPP LCP Receive Configuration Request
06:05:38, 08 Mar. (823010.750000) PPP LCP Send Configuration Request
06:04:49, 08 Mar. (822961.580000) PTM over DSL is up
06:02:28, 08 Mar. (822820.510000) CWMP: session closed due to error: Could not resolve host
06:02:28, 08 Mar. (822820.490000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:02:28, 08 Mar. (822820.490000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar. (822790.170000) CWMP: session closed due to error: Could not resolve host
06:01:57, 08 Mar. (822790.150000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:01:57, 08 Mar. (822790.140000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:01:57, 08 Mar. (822789.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:01:55, 08 Mar. (822788.190000) PTM over DSL is down after 4367 minutes uptime
06:01:55, 08 Mar. (822788.190000) PPPoE is down after 4366 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
06:01:53, 08 Mar. (822785.590000) PPP LCP Send Termination Request [User request]
Moderator
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Re: Internet Drops out in the early hours of the morning... Please Help


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Post released from spam filter.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Hi @js2018, I'm sorry that you are experiencing issues. I've tested the line but this hasn't picked up anything that may be causing this. There are some drops, though these don't look to be too frequent (see graph below).

 

Do the drops seen at your end coincide with the ones shows below?

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Grafter
Posts: 36
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Registered: ‎09-09-2018

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Thanks for the reply.

 

Yes these do coincide with what i am experiencing. 

 


But generally they happen between 3-7am in the morning (all my devices disconnect and i need to reconfigure them).


Surely there must be a reason as to why it's happening at this time of the morning? Can anyone in PlusNet not analyse for me please and provide some answers as it's becoming very frustrating for me?


Thanks

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,149
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Registered: ‎06-08-2018

Re: Internet Drops out in the early hours of the morning... Please Help

@js2018,

 

A copy of your line test and connection logs can be seen below:

 

 

 

From what I can see there isn't anything that looks to be of concern on your connection and there doesn't seem to be anything obvious that's caused the odd drop you've had. The occasional drop on a connection is completely normal and should be expected, often firmware updates, planned engineer and exchange maintenance works, and remedial service outage work is done in the early hours of the morning (generally between midnight and 6am to cause the least amount of disruption) so you'll need to take these activities into account.

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
Grafter
Posts: 36
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Registered: ‎09-09-2018

Re: Internet Drops out in the early hours of the morning... Please Help

Thanks for the update

Surely you would be able to inform me if there was remedial work occurring on the dates when my internet drops out though? Wouldn't it normally take longer than 5 minutes for maintenance though, it seems like an issue with the line at that time and not maintenance?

 

Wouldn't OpenReach report back to you and inform you of this? 

 

 

Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Hi there, 

 

As the checks we can run from here don't show anything obvious we'd need to investigate the matter as a fault with our suppliers to find out the exact cause as that would likely need some intervention from engineers. 

 

Have you seen evidence of more drops compared to what's shown on the graph? The reason I'm asking is that we'd only be able to report a fault of multiple drops on the same day or the drops leaving you offline for a while prior to reconnecting. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Registered: ‎26-03-2018

Re: Internet Drops out in the early hours of the morning... Please Help

Hi @js2018 

 

Surely you would be able to inform me if there was remedial work occurring on the dates when my internet drops out though? 

 

Wouldn't OpenReach report back to you and inform you of this? 

I'm afraid not - OR do this completely off their own back, they do not make ISPs aware of what they are up to in regards to the upkeep of their network - we get reports and updates if we book a job in, but generic network upkeep work is not (usually) shared, the only time we know about this is if they expect it to cause service degradation or loss to a large number of circuits. 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
Grafter
Posts: 36
Thanks: 1
Registered: ‎09-09-2018

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

Hi there, thanks

No - these are the only drops i'm noticing as in the morning my devices disconnect which rely on the wifi. 

So there's nothing that can be done to fix these drops? I find that a bit unfair as i am paying good money for the service, and we rely on the internet as much as hot water these days due to "Smart" Devices. 

I'd really appreciate if they can look into this. Happy to change the router or anything required to solve this issue. 

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Registered: ‎11-01-2008

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,


Moderators Note


Two topics on the same subject merged to keep all info in one place and to help staff not to duplicate effort.

Customer / Moderator
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎27-04-2007

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

I understand, unfortunately broadband isn't a guaranteed always-on service though I'm afraid. It would be a good idea to try another router if that's a possibility and to follow the advice shown here: https://goo.gl/Rnae7N in particular I'd try connecting into the test socket overnight if you can: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242 Once that's been done we can check the connection logs again to see if there's any difference. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Grafter
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Registered: ‎09-09-2018

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

My socket was replaced a few months ago by the Open reach engineer as i was experiencing frequent disconnections in the day. So i don't think i can even plug into the test socket anymore (or it already goes via that socket). 

I appreciate it's not always guaranteed, but i would've thought someone can investigate further as i am providing all the information and trying to help on my end. 

 

It's disappointing that i am basically being told PlusNet cannot help me on this and I have to deal with it. 

Plusnet Help Team
Plusnet Help Team
Posts: 15,169
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Registered: ‎27-04-2007

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

I understand, whilst we can't investigate it as a fault us staffers and the community are here to help you as much as we can do to troubleshoot the issue. The socket you've mentioned should still have a test socket, if you're unsure could you take a photo and attach it in a reply please?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Grafter
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Registered: ‎09-09-2018

Re: Internet drops out in the early hours of the morning.. Please don't delete - this isn't spam,

thanks. 

 

It does already link into the test socket, i've just checked.