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Nightly PPPoE disconnection

Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Nightly PPPoE disconnection

I'm now about 10 months into the contract for FTTC broadband and since day one our service has a regular nightly PPPoE disconnection always at 23:15, although only for a short period of time. The openreach modem has always maintained a stable connection, so that's ruled out.
When I first phoned PN support about it the conversation was along the lines of:
"it's our billing system changing over from metered to unmetered usage"
"I'm on unlimited so that doesn't come into it and it never did it on the aDSL service we've had from PN for the last 3 years"
"We'll run some tests..."
I heard nothing more from the support team.
Go forward a few weeks and I call support again, to be told they did their tests and found no problems, we then went through a list of possibles, local external noise or interference caused by central heating timers etc affecting the connection all of which were eliminated.  The next possible cure - a new router was sent out to me.
Well, the new router came and yet again still the same PPPoE disconnection every night, so that ruled out a router problem.
This week I've bought a new Asus router, and guess what?  Yep, it disconnects at the same time every night, although it's a lot faster to reconnect, now being only a matter of seconds rather than a minute or so.
While, such a short disconnection may seem trivial to some, it's ****** annoying if watching a movie or playing games, or indeed doing anything online.
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Nightly PPPoE disconnection

Can you tell me when and whom (PM me if you like) told you that the connection goes down due to you being changed to unmetered? - It doesn't.
Your recent connections have looked a little like this.
<img src="http://community.plus.net/visualradius/generated/image14240899841987.png"/>
I don't see the disconnections at 1115, but do see regular drops in the early hours.

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Re: Nightly PPPoE disconnection

Hi,
I can't honestly remember who I spoke to, it was so long ago now, just after we first switched to fibre from aDSL so probably 9 months or so ago.
I agree, the graph seems to be showing a disconnection at around 3am for over a week, maybe the regular time it occurs has changed since I first queried it and I haven't noticed. I must admit that I'm normally in bed and get told "it did it again last night" by the kids or my partner and I couldn't be bothered to keep checking the router logs everyday Smiley
The frequent disconnects this weekend can be explained by changing the settings in the new router and it rebooting itself so there's nothing to worry about there.
Last Wednesday to Friday the graph shows the disconnects to be around 00:15 which is obviously nearer the original time of the disconnects, it just seems so strange that it's so regular.
Below is an excerpt from last nights router log
Feb 15 22:13:22 pppd[470]: Serial link appears to be disconnected.
Feb 15 22:13:22 pppd[470]: Connect time 1290.9 minutes.
Feb 15 22:13:22 pppd[470]: Sent 85031308 bytes, received 753279901 bytes.
Feb 15 22:13:22 miniupnpd[828]: Failed to get IP for interface ppp0
Feb 15 22:13:22 miniupnpd[828]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Feb 15 22:13:22 dnsmasq[1403]: read /etc/hosts - 5 addresses
Feb 15 22:13:22 dnsmasq[1403]: read /etc/hosts.dnsmasq - 9 addresses
Feb 15 22:13:22 dnsmasq-dhcp[1403]: read /etc/ethers - 9 addresses
Feb 15 22:13:22 dnsmasq[1403]: using nameserver 208.67.222.222#53 for domain local
Feb 15 22:13:22 dnsmasq[1403]: using nameserver 208.67.220.220#53 for domain local
Feb 15 22:13:22 dnsmasq[1403]: using nameserver 208.67.220.220#53
Feb 15 22:13:22 dnsmasq[1403]: using nameserver 208.67.222.222#53
Feb 15 22:13:25 WAN Connection: Fail to connect with some issues.
Feb 15 22:13:25 stop_nat_rules: apply the redirect_rules!
Feb 15 22:13:25 dnsmasq[1403]: exiting on receipt of SIGTERM
Feb 15 22:13:25 dnsmasq[1434]: started, version 2.73test6 cachesize 1500
Feb 15 22:13:25 dnsmasq[1434]: warning: interface ppp1* does not currently exist
Feb 15 22:13:25 dnsmasq[1434]: asynchronous logging enabled, queue limit is 5 messages
Feb 15 22:13:25 dnsmasq-dhcp[1434]: DHCP, IP range 192.168.18.1 -- 192.168.18.127, lease time 1d
Feb 15 22:13:25 dnsmasq[1434]: read /etc/hosts - 5 addresses
Feb 15 22:13:25 dnsmasq[1434]: read /etc/hosts.dnsmasq - 9 addresses
Feb 15 22:13:25 dnsmasq-dhcp[1434]: read /etc/ethers - 9 addresses
Feb 15 22:13:25 dnsmasq[1434]: using nameserver 208.67.222.222#53 for domain local
Feb 15 22:13:25 dnsmasq[1434]: using nameserver 208.67.220.220#53 for domain local
Feb 15 22:13:25 dnsmasq[1434]: using nameserver 208.67.220.220#53
Feb 15 22:13:25 dnsmasq[1434]: using nameserver 208.67.222.222#53
Feb 15 22:13:28 pppd[470]: Connection terminated.
Feb 15 22:13:28 pppd[470]: Sent PADT
Feb 15 22:13:28 pppd[470]: Modem hangup
Feb 15 22:13:38 pppd[470]: PPP session is 582 (0x246)
Feb 15 22:13:38 pppd[470]: Connected to a0:f3:e4:34:d7:1f via interface eth0
Feb 15 22:13:38 pppd[470]: Using interface ppp0
Feb 15 22:13:38 pppd[470]: Connect: ppp0 <--> eth0
Feb 15 22:13:39 pppd[470]: CHAP authentication succeeded
Feb 15 22:13:39 pppd[470]: CHAP authentication succeeded
Feb 15 22:13:39 pppd[470]: peer from calling number A0:F3:E4:34Cheesy7:1F authorized
Feb 15 22:13:39 miniupnpd[828]: Failed to get IP for interface ppp0
Feb 15 22:13:39 miniupnpd[828]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Feb 15 22:13:39 miniupnpd[828]: Failed to get IP for interface ppp0
Feb 15 22:13:39 miniupnpd[828]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Feb 15 22:13:39 miniupnpd[828]: Failed to get IP for interface ppp0
Feb 15 22:13:39 miniupnpd[828]: SendNATPMPPublicAddressChangeNotification: cannot get public IP address, stopping
Feb 15 22:13:39 pppd[470]: local  IP address 81.174.240.182
Feb 15 22:13:39 pppd[470]: remote IP address 195.166.128.187
Feb 15 22:13:39 rc_service: ip-up 1444:notify_rc start_firewall
Feb 15 22:13:39 start_nat_rules: apply the nat_rules(/tmp/nat_rules_ppp0_eth0)!
Feb 15 22:13:39 dnsmasq[1434]: exiting on receipt of SIGTERM
Feb 15 22:13:39 dnsmasq[1452]: started, version 2.73test6 cachesize 1500
Feb 15 22:13:39 dnsmasq[1452]: warning: interface ppp1* does not currently exist
Feb 15 22:13:39 dnsmasq[1452]: asynchronous logging enabled, queue limit is 5 messages
Feb 15 22:13:39 dnsmasq-dhcp[1452]: DHCP, IP range 192.168.18.1 -- 192.168.18.127, lease time 1d
Feb 15 22:13:39 dnsmasq[1452]: read /etc/hosts - 5 addresses
Feb 15 22:13:39 dnsmasq[1452]: read /etc/hosts.dnsmasq - 9 addresses
Feb 15 22:13:39 dnsmasq-dhcp[1452]: read /etc/ethers - 9 addresses
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.222.222#53 for domain local
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.220.220#53 for domain local
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.222.222#53 for domain local
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.220.220#53 for domain local
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.220.220#53
Feb 15 22:13:39 dnsmasq[1452]: using nameserver 208.67.222.222#53
Feb 15 22:13:39 wan: finish adding multi routes
Feb 15 22:13:39 rc_service: ip-up 1444:notify_rc stop_upnp
Feb 15 22:13:39 rc_service: waitting "start_firewall" via ip-up ...
Feb 15 22:13:40 WAN Connection: WAN was restored.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Nightly PPPoE disconnection

Hi,
No need for the details of who/when you spoke with us, it's just information given was so wrong I needed wanted to make sure it wasn't repeated - I've not heard anything similar to this so we should be OK.
Regarding the drops though, I'd be tempted to think it was some sort of settings or timer on the router itself that drops the connection. It's possible it could be related to BT though which I want to investigate. I'm doing a full line test now though, so you may lose the connection again shortly.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Re: Nightly PPPoE disconnection

OK, no problem, hopefully the tests will give an indication of what's happening.
As for a timer in the router, both the PN supplied routers were left pretty much at their default settings apart from my own internal LAN IP addressing. I did myself wonder if the router PN firmware or the equipment at either our local exchange or cabinet renewed the session every 24 hours by default.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Nightly PPPoE disconnection

It's possible but unlikely. I'd suggest you might need to raise a fault report on this (faults.plus.et) . I think we need to try to get you on another line card.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Re: Nightly PPPoE disconnection

Thanks Tony, I've followed the steps in the fault reporting system and have been given ticket number 99504780
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Nightly PPPoE disconnection

Thanks for coming back to us. I've added a bit of detail for the faults team for you, including new radius logs. I now hope we get it sorted.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Re: Nightly PPPoE disconnection

Thanks Tony, I'm now awaiting a response from the support team.  I'll keep you updated.
Essexlad
Dabbler
Posts: 12
Registered: 15-02-2015

Re: Nightly PPPoE disconnection

Hi Tony,  quick update.  The openreach engineer visited yesterday and did a check on the line etc, and gave it a clean bill of health.  I mentioned about changing the linecard and his reply was "good luck with that, the local cabinet is pretty much full now"
About a week ago one of your colleagues moved us from the 40/10 to the 80/20 service and the disconnections have since stopped occurring, which I mentioned to the engineer and he said maybe the re-profiling of the line caused a reset of their equipment somewhere, as apparently the cabinet equipment runs self diagnostic tests on a number of lines every night.  He also added that my regular nightly disconnections are not the first that he's been sent out to investigate in the area but couldn't throw any further light on the cause and that he's also had them.
Hopefully, the problem has sorted itself out.
Plusnet Help Team
Plusnet Help Team
Posts: 1,897
Thanks: 12
Fixes: 2
Registered: 24-07-2014

Re: Nightly PPPoE disconnection

Thanks for the reply. Hopefully it has, but I'm a a bit concerned.Please keep an eye on it for us.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team