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Month old upgraded line with multiple daily line disconnects/broadband failures

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Month old upgraded line with multiple daily line disconnects/broadband failures

Hi,

My service appears to be continually disconnecting and reconnecting within a couple of minutes.

Router light flashes red and back to blue, then repeats daily and intermittently.

I've noticed some days approx 10-15 disconnects.

 

Router has been 'paper clip' reset.

Different filter and cable used to connect to modem.

Master socket is a BT NTE5 with piper logo.

Connections are hard wired and wireless (via external Wifi repeater).

 

I can see the messages lick the group below repeated in the router event log (but no ADSL techie so not sure valid)  : 

19:19:13, 02 Apr. (16301.460000) WAN operating mode is VDSL
19:19:13, 02 Apr. (16301.460000) Last WAN operating mode was VDSL
19:19:11, 02 Apr. (16299.640000) PPP IPCP Receive Configuration ACK
19:19:11, 02 Apr. (16299.640000) PPP IPCP Send Configuration Request
19:19:11, 02 Apr. (16299.620000) PPP IPCP Receive Configuration NAK
19:19:11, 02 Apr. (16299.620000) PPP IPCP Send Configuration ACK
19:19:11, 02 Apr. (16299.610000) PPP IPCP Receive Configuration Request
19:19:11, 02 Apr. (16299.610000) PPP IPCP Send Configuration Request
19:19:09, 02 Apr. (16298.090000) PPPoE is up -​ Down Rate=60868Kbps, Up Rate=16691Kbps; SNR Margin Down=3.2dB, Up=6.1dB
19:19:09, 02 Apr. (16298.070000) CHAP authentication successful
19:19:09, 02 Apr. (16297.910000) CHAP Receive Challenge
19:19:09, 02 Apr. (16297.910000) Starting CHAP authentication with peer
19:19:09, 02 Apr. (16297.900000) PPP LCP Receive Configuration ACK
19:19:09, 02 Apr. (16297.900000) PPP LCP Send Configuration Request
19:19:09, 02 Apr. (16297.890000) PPP LCP Receive Configuration Reject
19:19:09, 02 Apr. (16297.890000) PPP LCP Send Configuration ACK
19:19:09, 02 Apr. (16297.890000) PPP LCP Receive Configuration Request
19:19:09, 02 Apr. (16297.890000) PPP LCP Send Configuration Request
19:18:18, 02 Apr. (16246.510000) PTM over DSL is up
19:16:27, 02 Apr. (16135.590000) PTM over DSL is down after 34 minutes uptime
19:16:27, 02 Apr. (16135.590000) PPPoE is down after 33 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
19:16:23, 02 Apr. (16131.950000) PPP LCP Send Termination Request [User request]

 

Thanks,

 

Steve

8 REPLIES 8
Strat
Moderator
Moderator
Posts: 30,334
Thanks: 3,309
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Registered: ‎14-04-2007

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

Customer and Forum Moderator. Windows 10 Firefox 87.0 (64-bit)

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

Hi,

To update on this I've now bypassed the external socket on the NTE5 socket.

 

Steve.

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

Also, as i have another line with plusnet which is working fine (with the same type of router) so can I just switch over the routers and change the account/passwords to check its not the router? Or is there something internally set for each line/account?

Thanks

Steve.

orby
Rising Star
Posts: 71
Thanks: 6
Fixes: 2
Registered: ‎24-10-2009

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

I think you might be able to swap routers and not even change the username/password and it'll work as long as both accounts are valid. I took my modem to my mothers house (we're both on Plusnet) and my modem just worked using my details on her account. This was a few years ago though.

Otherwise if that doesn't work just change the usernames and passwords across and see what happens, nothing else is locked to the account/modem from what I can tell.

 

Using the master socket rules out your internal wiring as being the cause, using another modem rules out the hardware... if the other modem still misbehaves then you've got a fault with the line by the looks of it.

 

If you use an wired PC (ethernet) to the modem router, use the test socket and use another modem and still have issues then there's not much else you can do other than raise a fault.

orby
Rising Star
Posts: 71
Thanks: 6
Fixes: 2
Registered: ‎24-10-2009

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

I forgot to ask if you've listened to the phone line for noise? dial  17070 and choose 'quiet line' and listen on a phone and you should get a pretty clean, quiet line, if it's noisy that also indicates a line issue.

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

Thanks @orby , I had the same logic 🙂

Flipped the modem over recently and as you said, its connected using my other account as its still valid.

Phone line is quiet and with dial tone.

Will wait and see what happens now.

Did try a PPPoE connection from two machines, one mac and one windows, but neither worked on either modem - could indicate a line fault (?)

 

Steve

RealAleMadrid
Seasoned Champion
Posts: 1,453
Thanks: 644
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Registered: ‎07-07-2009

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

@exades  You can only run a PPPoE connection with a standalone modem, it will not work with a combined modem/router so that is not indicating a line fault.

exades
Hooked
Posts: 9
Registered: ‎09-03-2021

Re: Month old upgraded line with multiple daily line disconnects/broadband failures

@RealAleMadrid thanks for the info - I did try a PPPoE connection and it failed using both modem/routers so thats reassuring.

 

I have since left the 2nd modem/router connected for a week and it appears there's been less disconnects, mainly 1-2 a day instead of multiple.

I reconnected the original modem/router and it failed to connect for about 10 mins.

reconnected 2nd modem router and it connected within 3 minutes.

I think we may have found the issue.