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PPP LCP Send Termination Request [PPPoE PADT received]

jmg
Dabbler
Posts: 10
Registered: 29-03-2017

PPP LCP Send Termination Request [PPPoE PADT received]

My (fibre) broadband (connected 1 week ago) keeps disconnecting, typically in the middle of a download.

 

Today it's happened at 7am, 2pm, and then this morning at: 1:29, 1:34, 1:38, 1:42, 1:57, and 2:02.

 

Whenever this happens this appears in the log:

PPP LCP Send Termination Request [PPPoE PADT received]

 

The service is unusable and if this can't be fixed then I will have to cancel it.

 

What's going on? How can this be fixed?

16 REPLIES
DS
Pro
Posts: 625
Thanks: 123
Fixes: 8
Registered: 06-01-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Welcome to the forums jmg Smiley

That event log confirms you are suffering from a known issue that causes the Hub One to disconnect during uploading.

I would suggest you answer the following and reply to this thread - https://community.plus.net/t5/Fibre-Broadband/Plusnet-fibre-broadband-does-not-cope-with-uploads-and...

Make/model of router:
Firmware/software version:
Product/speed:
Gateway:
Uploading/what service using:
Problem first started:

To find your gateway, go to this page - http://usertools.plus.net/@gateway/

 

jmg
Dabbler
Posts: 10
Registered: 29-03-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

That post is 29 pages long. Could you summarise the conclusion.

 

I said downloading, not uploading.

 

The same has happened at 4:49, 5:53, 6:58, 8:02, 9:07, 9:40, and 10:11, most of which while we've been asleep and therefore while nobody has been using it.

 

Make/model of router: Plusnet Hub One
Firmware/software version: 4.7.5.1.83.8.226
Product/speed: Fibre broadband. Download: 39, Upload: 2
Gateway:psb-ir01
Uploading/what service using: Not being used.

DS
Pro
Posts: 625
Thanks: 123
Fixes: 8
Registered: 06-01-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

That thread page count of 29 pages simply means there are many reports regarding being disconnected when using a Hub One (with the current firmware version of 4.7.5.1.83.8.226)

 

The conclusion is that the Hub One needs a 'fix' applying to it. This was initially carried out by a member of staff (@bobpullen) on a case by case basis.

The official update has been sent to some customers already, with the rest of us waiting for the auto update.

 

I know you wrote that you are affected by downloading, but that hub event log you posted has been confirmed to be the reason why the hub is disconnecting, and the cause has been confirmed as when any connected device is uploading (including devices automatically backing up to the cloud etc).

Having said that, as yours is the first I've read where you've confirmed it's downloading only, then I do not know why you have seen that particular event being logged on your router.

Plusnet Staff
Plusnet Staff
Posts: 18
Thanks: 6
Fixes: 1
Registered: 23-09-2015

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Hi JMG,

As you mentioned that this occurred while you were downloading, I've had a quick look because as @DS has advised, our only reports and testing showed it only happened whilst uploading.

Here is a graph of your recent connections :

http://visualradius.plus.net/visualradius/generated/image14907829304527.png

And looking at your usage, hour by hour, there were high amounts of upload as well as downloads occurring.

this was the 27th :

Hour Upload (MB) Downloaded (MB)
0 515.6572 243.3312
1 276.2642 106.7238
2 138.2204 66.0938
3 112.8874 4.1467
4 54.0211 2.0156
5 58.1833 20.4763
6 63.5750 115.6493
7 2.8822 47.2255
8 2.8822 47.2255
9 4.6634 98.0143
10 4.3010 90.3006
11 0.5304 6.9710
12 15.2446 38.5239
13 50.7100 114.5446
14 14.7973 256.4156
15 15.3631 261.8595
16 19.6954 298.1617
17 17.6772 237.6276
18 12.7228 89.0228
19 16.3034 131.3624
20 23.6931 218.7441
21 26.9003 329.2398
22 36.7102 667.2044
23 28.9967 556.7613

 

I'm not sure if you were aware of the uploads, but possibly caused by auto uploads to cloud ?

I've passed your details onto Bob so we can get the update applied to your router. If you could then monitor and let us know how it goes.

 

Cheers

jmg
Dabbler
Posts: 10
Registered: 29-03-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Hi,

 

Thanks for your replies.

 

That's an interesting graphic. As I read it the red blobs underneath the top purple bar represent the disconnections this morning that I listed above.

 

I see between midnight and 6am in each hour there is about twice as much uploaded as downloaded, and I really cannot account for this. Nevertheless, there were still lots of disconnections this morning when it was not being used at all.

 

I note that the One Hub is actually a BT Hub 4 and I know from experience with previous BT hubs that they are bug-ridden rubbish. I had been using an Asus N55U but apparently this won't work with fibre. So the One Hub is known to be defective, there is a software update to fix the problem, someone at PlusNet applied to the fix for some lucky customers who happened to be in the right place at the right time, and the rest of us might get it but nobody knows when?

 

 

 

I've been onto customer support who clearly also have access to this graphic. They asked if there was any crackling on the phone and on one of them -- the extension in the dining room -- there is. The same phone plugged into the living room (where the router is) is clear.
They had me unscrew the phone socket in the hall and plug the router in there, but that's really not convenient so I've unplugged everything from the dining room to see if that makes a difference first.

 

Community Veteran
Posts: 1,494
Thanks: 240
Fixes: 31
Registered: 13-08-2015

Re: PPP LCP Send Termination Request [PPPoE PADT received]

The Hub 1 is actually based on the BT HH5a not the 4 as it is not VDSL compatible.

It's worrying that you don't know what device is generating the uploads? Do you have anything permanently connected and switched on?

Have you checked the router to see what devices are connected to it? Any you were not expecting?

jmg
Dabbler
Posts: 10
Registered: 29-03-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

The most likely culprits are an iPhone and a Mac, neither of which I use. Do they automatically back up to Apple?

(I use Dropbox and GoogleDrive but all I've changed over the last week is the odd Excel file and I'm all switched off over night.)

Community Veteran
Posts: 1,494
Thanks: 240
Fixes: 31
Registered: 13-08-2015

Re: PPP LCP Send Termination Request [PPPoE PADT received]

And the answer to the third question? Something on your network is generating traffic overnight.

jmg
Dabbler
Posts: 10
Registered: 29-03-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

So it turns out Apple automatically upload everything that you download. And, being Apple, there's no way to configure it and no way to turn it off.

So I think the problem is the upload bug in the router rather than the house wiring.

NoZephy
Rising Star
Posts: 190
Thanks: 12
Registered: 27-01-2015

Re: PPP LCP Send Termination Request [PPPoE PADT received]

I haven't used Apple products since the iPhone 5 but there was a way to turn it off.

IIRC you had to sign into your iCloud account in the settings of the phone and then you could turn off backups.

I had to do the same thing for multiple people back when I had ADSL. Having the upload saturated 90% of the time because of bloody iCloud backups just made gaming, or anything that relied on consistent ping, impossible to deal with.

Found this help page. Not sure if it's actually kept up to date for the latest iOS versions, but might be worth a try.

 

rhwbanz
Newbie
Posts: 2
Registered: 16-06-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Well I'm not on fibre and I'm getting these errors constantly for past 2 weeks when just connected.

 

Plusnet Help Team
Plusnet Help Team
Posts: 8,348
Thanks: 2,562
Fixes: 414
Registered: 21-04-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Thanks for your time on the phone @rhwbanz

I'll update your ticket shortly following our conversation.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Crocky
Newbie
Posts: 1
Registered: 09-07-2017

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Is there a solution for this problem yet? I'm fed up of my router bouncing like a ball.

Highlighted
Community Gaffer
Community Gaffer
Posts: 17,663
Thanks: 656
Fixes: 162
Registered: 05-04-2007

Re: PPP LCP Send Termination Request [PPPoE PADT received]

Hi there, we do have a fix we can push out for this. I've requested that this is sent to your router and we should be able to do this within the next 72 hours.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff