New customer with connection drops too often.

[#1]

Recently moved to a good fibre house which had active line. Speeds are ideal but I get disconnected for 6-10 mins few times a day and seems to be getting worse(that I've noticed). The connection with drop and reconnect over and over again for said amount of time.

Logs on router if this helps 

12:29:21, 27 Jan. (1523481.940000) CWMP: session completed successfully
12:29:21, 27 Jan. (1523481.750000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
12:29:20, 27 Jan. IN: BLOCK [16] Remote administration (TCP [123.232.226.243]:60314-​>[146.90.241.93]:80 on ppp3)
12:29:15, 27 Jan. (1523475.490000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
12:29:15, 27 Jan. (1523475.480000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
12:29:13, 27 Jan. (1523473.570000) WAN operating mode is VDSL
12:29:13, 27 Jan. (1523473.570000) Last WAN operating mode was VDSL
12:29:12, 27 Jan. (1523472.040000) PPP IPCP Receive Configuration ACK
12:29:12, 27 Jan. (1523472.040000) PPP IPCP Send Configuration Request
12:29:12, 27 Jan. (1523472.020000) PPP IPCP Receive Configuration NAK
12:29:12, 27 Jan. (1523472.020000) PPP IPCP Send Configuration ACK
12:29:12, 27 Jan. (1523472.020000) PPP IPCP Receive Configuration Request
12:29:12, 27 Jan. (1523472.010000) PPP IPCP Send Configuration Request
12:29:10, 27 Jan. (1523470.670000) PPPoE is up -​ Down Rate=79995Kbps, Up Rate=20000Kbps; SNR Margin Down=11.9dB, Up=9.0dB
12:29:10, 27 Jan. (1523470.660000) CHAP authentication successful
12:29:10, 27 Jan. (1523470.600000) CHAP Receive Challenge
12:29:10, 27 Jan. (1523470.600000) Starting CHAP authentication with peer
12:29:10, 27 Jan. (1523470.600000) PPP LCP Receive Configuration ACK
12:29:10, 27 Jan. (1523470.600000) PPP LCP Send Configuration Request
12:29:10, 27 Jan. (1523470.590000) PPP LCP Receive Configuration Reject
12:29:10, 27 Jan. (1523470.590000) PPP LCP Send Configuration ACK
12:29:10, 27 Jan. (1523470.590000) PPP LCP Receive Configuration Request
12:29:10, 27 Jan. (1523470.590000) PPP LCP Send Configuration Request
12:29:02, 27 Jan. (1523462.550000) PTM over DSL is up
12:28:56, 27 Jan. (1523456.530000) CWMP: session closed due to error: Could not resolve host
12:28:56, 27 Jan. (1523456.510000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
12:28:56, 27 Jan. (1523456.510000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
12:28:26, 27 Jan. (1523426.160000) CWMP: session closed due to error: Could not resolve host
12:28:26, 27 Jan. (1523426.130000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
12:28:26, 27 Jan. (1523426.120000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
12:28:25, 27 Jan. (1523425.780000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
12:28:23, 27 Jan. (1523423.120000) PTM over DSL is down after 24 minutes uptime
12:28:23, 27 Jan. (1523423.110000) PPPoE is down after 23 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
12:28:20, 27 Jan. (1523420.280000) PPP LCP Send Termination Request [User request]

[#2]

Hi @Michael87

Welcome tot he Forums! 

I can replicate the drops you are noticing when looking at your circuit from our side of things; 

Testing on your line has isolated a potential internal fault fault, therefore, we require some tests to be conducted form your end before we book an engineer to investigate further. These at home checks are implemented to reduce the chance of a charge being levied against the account should the fault be caused by the home environment / issue steaming from the premise itself. 

I have opened a support ticket here which provides the steps we need you to take. 

Can you please attempt the checks requested and then reply to the ticket? Give me a nudge on here and so that the ticket can be picked up once you have replied. 

Kind Regards, 

MoR

[#3]

Thank you for reply, I've been using test socket since yesterday(5pm ish). I will try get a spare router, I'd be happy to buy but I assume chances are very slim that it's the router?

[#4]

Thanks @Michael87, while it does look like the connection continued to drop yesterday after 5pm, it is looking much more stable today with only the 1 drop. On this basis, it may be worth monitoring for a little longer while still connected to the test socket to see if the drops return, as it seems to be doing well at the moment.

[#5]

Was going good until just now haha, one more and I'll plug in other router I've got.
Thank you for continuing support

[#6]

Still happening with brand new Netgear

[Time synchronized with NTP server] Friday, Feb 01,2019 19:00:37
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 19:00:32
[DSL Event] DSL: Up Friday, Feb 01,2019 19:00:02
[DSL Event] DSL: Down Friday, Feb 01,2019 18:59:34
[Time synchronized with NTP server] Friday, Feb 01,2019 18:58:55
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 18:58:54
[DSL Event] DSL: Up Friday, Feb 01,2019 18:58:29
[DSL Event] DSL: Down Friday, Feb 01,2019 18:58:01
[Time synchronized with NTP server] Friday, Feb 01,2019 18:57:31
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 18:57:30
[DSL Event] DSL: Up Friday, Feb 01,2019 18:57:23
[DSL Event] DSL: Down Friday, Feb 01,2019 18:56:55
[DSL Event] DSL: Up Friday, Feb 01,2019 18:56:18
[DSL Event] DSL: Down Friday, Feb 01,2019 18:55:50
[Time synchronized with NTP server] Friday, Feb 01,2019 18:55:26
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 18:55:25
[DSL Event] DSL: Up Friday, Feb 01,2019 18:55:18
[DSL Event] DSL: Down Friday, Feb 01,2019 18:54:50
[DSL Event] DSL: Up Friday, Feb 01,2019 18:54:21
[DSL Event] DSL: Down Friday, Feb 01,2019 18:53:53
[Time synchronized with NTP server] Friday, Feb 01,2019 18:53:29
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 18:53:28
[DSL Event] DSL: Up Friday, Feb 01,2019 18:53:21
[DSL Event] DSL: Down Friday, Feb 01,2019 18:52:51
[Admin login] from source 192.168.0.3, Friday, Feb 01,2019 18:52:44
[DSL Event] DSL: Up Friday, Feb 01,2019 18:52:22
[DSL Event] DSL: Down Friday, Feb 01,2019 18:51:53
[Time synchronized with NTP server] Friday, Feb 01,2019 18:51:27
[Internet connected] IP address: 147.147.29.233, Friday, Feb 01,2019 18:51:26
[DSL Event] DSL: Up Friday, Feb 01,2019 18:50:59
[DSL Event] DSL: Down Friday, Feb 01,2019 18:50:31

[#7]

Hi @Michael87

Sorry to see that these have reoccurred - The drops have been mirrored from our side, so I'd recommend raising a fault here and we'll ask our suppliers to take a look at this for you.

Just give us a nudge here when you've raised the fault so we can pick this up for you.

Best wishes

Dave

[#8]

My fault ticket/question 

187096347

Thank you

[#9]

Hi @Michael87 

I've replied to your fault ticket. 

Can you give it a read through and let us know the information which has been requested? 

Thanks

MoR