PPPoE is down after XX minutes uptime/PPP LCP Send Termination Request [User request]

[#1]

Thought I should start my own thread, as I have commented on and followed many other similar sounding issues in the community. So, as the title suggests, this is the log info virtually every time my connection drops, which has been approximately every 24 hours, with the odd exception...

( XXXX.XXXXXX) PPPoE is down after XX minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

( XXXX.XXXXXX) PPP LCP Send Termination Request [User request]

I have been a Plusnet customer for many many years. Previously broadband only, then we added our phone too. Then in December last year we decided to upgrade to fibre finally.

This is where our problems started. The switch to fibre happened on 14th December and I waited a little over the 10 days before reporting the my speed had dropped below my guaranteed minimum of 31.9 Mbps. After a conversation on the phone and being showed where to look at the router information, I discovered that the connection had been dropping. Since then I kept check and it continued to happen on a virtually daily basis. This was then in turn causing the speed to drop too.

There have now been three engineer visits since New Years Eve. The first two times, the engineer did pretty much the same thing and checked my line for faults and there were none to be found.

I’m plugged directly into the master socket so there’s no other wiring involved. It was the same engineer that came on these first two visits.

I’ve also had another router supplied to see if this could be the issue. The drops still occurred.

On Friday 1st February I had another engineer visit and he did some more checks. This was organised after a particular operator decided to take on our case. He made a request for certain thing to be checked. So after checking absolutely everything he possibly could, the decision was made to do a lift and shift.

After the engineer returned to do the rest of his checks and tests, the DSL line status connection information had gone up to its highest yet at 40 Mbps down and 9.999 Mpbs up. It was looking hopeful.

The profile obviously needed a reset as hardwired speed tests were still stuck in the 30 Mbps region, so I put in a request for this while chatting with an operator. Another operator rang me back a while later to say it was done, but that I’d need to reboot the router. I did that while he waited and all seemed fine again.

Approximately 20 minutes later I noticed the router flashing away yet again. It had dropped connection and was resetting itself. I decided to give it the benefit of the doubt in case someone was still testing at Plusnet, but the log did show the usual info that has been occurring for each of the previous drops...

17:55:04, 01 Feb.	( 1393.920000) PPPoE is down after 19 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
17:55:01, 01 Feb.	( 1391.370000) PPP LCP Send Termination Request [User request]

Anyway, after this particular drop, we managed to stay up till around 5am this morning. The log this time though seems much different. I can't find anything like the above anywhere and it looks like there were possibly multiple resets until it actually started up properly. I will paste as much of this log as possible at the end.

So, at the moment, I'm fairly unconvinced that the issue is resolved, but guess we probably need to give it a few more days to be sure. I might have the option of borrowing a friends Netgear router to try out at some point, but am a little doubtful as to whether that will help.

There is a very long, ongoing fault raised on system, but if anyone has anything they think could be of value to mention here it’d be much appreciated!

Latest chunk of error log below…

05:20:48, 04 Feb.	( 176.120000) CWMP: session completed successfully
05:20:47, 04 Feb.	( 175.940000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
05:20:45, 04 Feb.	( 173.330000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:20:45, 04 Feb.	( 173.330000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:20:15, 04 Feb.	( 143.000000) CWMP: session closed due to error: HTTP authentication error
05:20:15, 04 Feb.	( 143.000000) CWMP: HTTP authentication fail from https://dbtpnhdm.bt.mo
05:20:11, 04 Feb.	( 140.000000) NTP synchronization success!
05:20:08, 04 Feb.	( 136.300000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:20:08, 04 Feb.	( 136.290000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:20:07, 04 Feb.	( 135.670000) NTP synchronization start
05:20:06, 04 Feb.	( 134.730000) WAN operating mode is VDSL
05:20:06, 04 Feb.	( 134.730000) Last WAN operating mode was VDSL
05:20:05, 04 Feb.	( 133.600000) PPP IPCP Receive Configuration ACK
05:20:05, 04 Feb.	( 133.520000) PPP IPCP Send Configuration ACK
05:20:05, 04 Feb.	( 133.510000) PPP IPCP Receive Configuration Request
05:20:05, 04 Feb.	( 133.490000) PPP IPCP Send Configuration Request
05:20:05, 04 Feb.	( 133.480000) PPP IPCP Receive Configuration NAK
05:20:05, 04 Feb.	( 133.460000) PPP IPCP Send Configuration Request
05:20:04, 04 Feb.	( 132.530000) PPPoE is up - Down Rate=40000Kbps, Up Rate=9999Kbps; SNR Margin Down=7.4dB, Up=7.8dB
05:20:04, 04 Feb.	( 132.520000) CHAP authentication successful
05:20:04, 04 Feb.	( 132.350000) CHAP Receive Challenge
05:20:04, 04 Feb.	( 132.350000) Starting CHAP authentication with peer
05:20:04, 04 Feb.	( 132.340000) PPP LCP Receive Configuration ACK
05:20:04, 04 Feb.	( 132.330000) PPP LCP Send Configuration ACK
05:20:04, 04 Feb.	( 132.320000) PPP LCP Send Configuration Request
05:20:04, 04 Feb.	( 132.320000) PPP LCP Receive Configuration Request
05:20:04, 04 Feb.	( 132.220000) CHAP Receive Challenge
05:20:04, 04 Feb.	( 132.220000) Starting CHAP authentication with peer
05:20:04, 04 Feb.	( 132.220000) PPP LCP Receive Configuration ACK
05:20:04, 04 Feb.	( 132.200000) PPP LCP Send Configuration Request
05:20:04, 04 Feb.	( 132.200000) PPP LCP Receive Configuration Reject
05:20:03, 04 Feb.	( 132.190000) PPP LCP Send Configuration ACK
05:20:03, 04 Feb.	( 132.190000) PPP LCP Receive Configuration Request
05:20:03, 04 Feb.	( 132.190000) PPP LCP Send Configuration Request
05:19:15, 04 Feb.	( 83.300000) PTM over DSL is up
05:19:04, 04 Feb.	( 72.840000) CWMP: session closed due to error: Could not resolve host
05:19:04, 04 Feb.	( 72.820000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:19:04, 04 Feb.	( 72.810000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:18:46, 04 Feb.	ath10: STA cc:9e:a2:c3:2f:72 IEEE 802.11: Client associated
05:18:34, 04 Feb.	( 42.490000) CWMP: session closed due to error: Could not resolve host
05:18:34, 04 Feb.	ath00: STA 28:ad:3e:0e:42:3c IEEE 802.11: Client associated
05:18:30, 04 Feb.	( 39.110000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:18:30, 04 Feb.	( 39.100000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:18:30, 04 Feb.	( 38.790000) CWMP: Initializing transaction for event code 1 BOOT
05:18:29, 04 Feb.	( 37.670000) WiFi auto selected channel 48
05:18:29, 04 Feb.	( 37.670000) 36- 92::40- 92::44- 92::48- 91::52- 91::56- 90::60- 90::64- 90::100- 91::104- 92::108- 92::112- 93::116- 93::120- 95::124- 95::128- 95
05:18:29, 04 Feb.	( 37.670000) 5 GHz Wireless: Rescan, Reason: 'Power- up'
05:18:29, 04 Feb.	( 37.670000) WiFi auto selected channel 1
05:18:29, 04 Feb.	( 37.660000) 1- 96::2- 96::3- 95::4- 96::5- 96::6- 96::7- 97::8- 97::9- 98::10- 98::11- 98::12- 99::13- 98
05:18:29, 04 Feb.	( 37.660000) 2.4 GHz Wireless: Rescan, Reason: 'Power- up'
05:18:28, 04 Feb.	( 37.010000) WAN Auto- sensing running.
05:18:24, 04 Feb.	( 32.430000) System up, firmware version: 4.7.5.1.83.8.263
05:18:20, 04 Feb.	( 28.570000) WPA2 mode selected
05:18:20, 04 Feb.	( 28.570000) WPS enabled
05:18:18, 04 Feb.	( 26.670000) WPA2 mode selected
05:18:18, 04 Feb.	( 26.670000) WPS enabled
05:18:09, 04 Feb.	( 17.990000) System start
05:08:57, 04 Feb.	( 328.850000) NTP synchronization success!
05:08:55, 04 Feb.	( 326.920000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:08:55, 04 Feb.	( 326.910000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:08:55, 04 Feb.	( 326.290000) NTP synchronization start
05:08:54, 04 Feb.	( 325.370000) WAN operating mode is VDSL

05:08:54, 04 Feb.	( 325.370000) Last WAN operating mode was VDSL
05:08:53, 04 Feb.	( 324.230000) PPP IPCP Receive Configuration ACK
05:08:53, 04 Feb.	( 324.130000) PPP IPCP Send Configuration ACK
05:08:53, 04 Feb.	( 324.130000) PPP IPCP Receive Configuration Request
05:08:52, 04 Feb.	( 324.050000) PPP IPCP Send Configuration Request
05:08:52, 04 Feb.	( 324.040000) PPP IPCP Receive Configuration NAK
05:08:52, 04 Feb.	( 324.020000) PPP IPCP Send Configuration Request
05:08:51, 04 Feb.	( 323.070000) PPPoE is up - Down Rate=40000Kbps, Up Rate=9999Kbps; SNR Margin Down=7.3dB, Up=7.8dB
05:08:51, 04 Feb.	( 323.060000) CHAP authentication successful
05:08:51, 04 Feb.	( 322.970000) CHAP Receive Challenge
05:08:51, 04 Feb.	( 322.970000) Starting CHAP authentication with peer
05:08:51, 04 Feb.	( 322.960000) PPP LCP Receive Configuration ACK
05:08:51, 04 Feb.	( 322.950000) PPP LCP Send Configuration ACK
05:08:51, 04 Feb.	( 322.950000) PPP LCP Send Configuration Request
05:08:51, 04 Feb.	( 322.940000) PPP LCP Receive Configuration Request
05:08:51, 04 Feb.	( 322.790000) CHAP Receive Challenge
05:08:51, 04 Feb.	( 322.790000) Starting CHAP authentication with peer
05:08:51, 04 Feb.	( 322.790000) PPP LCP Receive Configuration ACK
05:08:51, 04 Feb.	( 322.780000) PPP LCP Send Configuration Request
05:08:51, 04 Feb.	( 322.770000) PPP LCP Receive Configuration Reject
05:08:51, 04 Feb.	( 322.760000) PPP LCP Send Configuration ACK
05:08:51, 04 Feb.	( 322.760000) PPP LCP Receive Configuration Request
05:08:51, 04 Feb.	( 322.760000) PPP LCP Send Configuration Request
05:08:22, 04 Feb.	( 293.700000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
05:08:12, 04 Feb.	( 292.680000) CWMP: session closed due to error: Could not resolve host
05:08:12, 04 Feb.	( 292.680000) PPP LCP Send Termination Request [PPPoE PADT received]
05:08:12, 04 Feb.	( 292.680000) PPPoE is down after 1 minutes uptime [Disconnected]
05:08:10, 04 Feb.	( 292.680000) PPP LCP Send Termination Request [Peer not responding]
05:08:03, 04 Feb.	( 274.230000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:08:03, 04 Feb.	( 274.230000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:07:32, 04 Feb.	( 243.900000) CWMP: session closed due to error: Could not resolve host
05:07:32, 04 Feb.	( 243.900000) NTP synchronization failure!
05:07:15, 04 Feb.	( 227.070000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:07:15, 04 Feb.	( 227.060000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:07:15, 04 Feb.	( 226.440000) NTP synchronization start
05:07:14, 04 Feb.	( 225.460000) WAN operating mode is VDSL
05:07:14, 04 Feb.	( 225.460000) Last WAN operating mode was VDSL
05:07:13, 04 Feb.	( 224.330000) PPP IPCP Receive Configuration ACK
05:07:13, 04 Feb.	( 224.300000) PPP IPCP Send Configuration ACK
05:07:13, 04 Feb.	( 224.300000) PPP IPCP Receive Configuration Request
05:07:13, 04 Feb.	( 224.190000) PPP IPCP Send Configuration Request
05:07:13, 04 Feb.	( 224.180000) PPP IPCP Receive Configuration NAK
05:07:13, 04 Feb.	( 224.160000) PPP IPCP Send Configuration Request
05:07:12, 04 Feb.	( 223.210000) PPPoE is up - Down Rate=40000Kbps, Up Rate=9999Kbps; SNR Margin Down=7.3dB, Up=7.7dB
05:07:12, 04 Feb.	( 223.200000) CHAP authentication successful
05:07:11, 04 Feb.	( 223.060000) CHAP Receive Challenge
05:07:11, 04 Feb.	( 223.060000) Starting CHAP authentication with peer
05:07:11, 04 Feb.	( 223.060000) PPP LCP Receive Configuration ACK
05:07:11, 04 Feb.	( 223.040000) PPP LCP Send Configuration ACK
05:07:11, 04 Feb.	( 223.040000) PPP LCP Send Configuration Request
05:07:11, 04 Feb.	( 223.030000) PPP LCP Receive Configuration Request
05:07:11, 04 Feb.	( 222.890000) CHAP Receive Challenge
05:07:11, 04 Feb.	( 222.890000) Starting CHAP authentication with peer
05:07:11, 04 Feb.	( 222.880000) PPP LCP Receive Configuration ACK
05:07:11, 04 Feb.	( 222.870000) PPP LCP Send Configuration Request
05:07:11, 04 Feb.	( 222.870000) PPP LCP Receive Configuration Reject
05:07:11, 04 Feb.	( 222.860000) PPP LCP Send Configuration ACK
05:07:11, 04 Feb.	( 222.850000) PPP LCP Receive Configuration Request
05:07:11, 04 Feb.	( 222.850000) PPP LCP Send Configuration Request
05:06:47, 04 Feb.	( 198.930000) CWMP: session closed due to error: Could not resolve host
05:06:42, 04 Feb.	( 193.530000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
05:06:41, 04 Feb.	( 192.760000) PPPoE is down after 0 minutes uptime [Disconnected]
05:06:39, 04 Feb.	( 190.960000) PPP LCP Send Termination Request [Peer not responding]
05:06:32, 04 Feb.	( 183.910000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:06:32, 04 Feb.	( 183.900000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:06:02, 04 Feb.	( 153.580000) CWMP: session closed due to error: Could not resolve host
05:06:02, 04 Feb.	( 153.560000) NTP synchronization failure!
05:05:43, 04 Feb.	( 134.970000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:05:43, 04 Feb.	( 134.960000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:05:43, 04 Feb.	( 134.340000) NTP synchronization start
05:05:42, 04 Feb.	( 133.370000) WAN operating mode is VDSL
05:05:42, 04 Feb.	( 133.370000) Last WAN operating mode was VDSL
05:05:41, 04 Feb.	( 132.230000) PPP IPCP Receive Configuration ACK
05:05:41, 04 Feb.	( 132.200000) PPP IPCP Send Configuration ACK
05:05:41, 04 Feb.	( 132.200000) PPP IPCP Receive Configuration Request
05:05:40, 04 Feb.	( 132.040000) PPP IPCP Send Configuration Request
05:05:40, 04 Feb.	( 132.030000) PPP IPCP Receive Configuration NAK
05:05:40, 04 Feb.	( 132.010000) PPP IPCP Send Configuration Request
05:05:39, 04 Feb.	( 131.060000) PPPoE is up - Down Rate=40000Kbps, Up Rate=9999Kbps; SNR Margin Down=7.4dB, Up=7.7dB
05:05:39, 04 Feb.	( 131.050000) CHAP authentication successful
05:05:39, 04 Feb.	( 130.960000) CHAP Receive Challenge
05:05:39, 04 Feb.	( 130.960000) Starting CHAP authentication with peer
05:05:39, 04 Feb.	( 130.950000) PPP LCP Receive Configuration ACK
05:05:39, 04 Feb.	( 130.940000) PPP LCP Send Configuration ACK
05:05:39, 04 Feb.	( 130.940000) PPP LCP Send Configuration Request
05:05:39, 04 Feb.	( 130.930000) PPP LCP Receive Configuration Request
05:05:39, 04 Feb.	( 130.740000) CHAP Receive Challenge
05:05:39, 04 Feb.	( 130.740000) Starting CHAP authentication with peer
05:05:39, 04 Feb.	( 130.740000) PPP LCP Receive Configuration ACK
05:05:39, 04 Feb.	( 130.720000) PPP LCP Send Configuration Request
05:05:39, 04 Feb.	( 130.720000) PPP LCP Receive Configuration Reject
05:05:39, 04 Feb.	( 130.710000) PPP LCP Send Configuration ACK
05:05:39, 04 Feb.	( 130.710000) PPP LCP Receive Configuration Request
05:05:39, 04 Feb.	( 130.710000) PPP LCP Send Configuration Request
05:05:35, 04 Feb.	ath10: STA 5c:ad:cf:ce:dd:58 IEEE 802.11: Client associated
05:04:50, 04 Feb.	( 81.760000) PTM over DSL is up
05:04:42, 04 Feb.	( 74.090000) CWMP: session closed due to error: Could not resolve host
05:04:42, 04 Feb.	( 74.070000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:04:42, 04 Feb.	( 74.060000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:04:33, 04 Feb.	ath10: STA f0:79:60:74:9e:04 IEEE 802.11: Client associated

05:04:26, 04 Feb.	ath10: STA cc:9e:a2:c3:2f:72 IEEE 802.11: Client associated
05:04:12, 04 Feb.	( 43.750000) CWMP: session closed due to error: Could not resolve host
05:04:11, 04 Feb.	ath00: STA 28:ad:3e:0e:42:3c IEEE 802.11: Client associated
05:04:07, 04 Feb.	( 39.080000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
05:04:07, 04 Feb.	( 39.080000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
05:04:07, 04 Feb.	( 38.760000) CWMP: Initializing transaction for event code 1 BOOT
05:04:06, 04 Feb.	( 37.500000) WiFi auto selected channel 48
05:04:06, 04 Feb.	( 37.500000) 36- 92::40- 92::44- 91::48- 91::52- 90::56- 91::60- 90::64- 90::100- 91::104- 93::108- 93::112- 93::116- 93::120- 95::124- 96::128- 96
05:04:06, 04 Feb.	( 37.500000) 5 GHz Wireless: Rescan, Reason: 'Power- up'
05:04:06, 04 Feb.	( 37.500000) WiFi auto selected channel 1
05:04:06, 04 Feb.	( 37.500000) 1- 97::2- 95::3- 96::4- 95::5- 96::6- 97::7- 97::8- 97::9- 99::10- 98::11- 98::12- 98::13- 99
05:04:06, 04 Feb.	( 37.490000) 2.4 GHz Wireless: Rescan, Reason: 'Power- up'
05:04:05, 04 Feb.	( 36.870000) WAN Auto- sensing running.
05:04:01, 04 Feb.	( 32.450000) System up, firmware version: 4.7.5.1.83.8.263
05:03:57, 04 Feb.	( 28.350000) WPA2 mode selected
05:03:57, 04 Feb.	( 28.350000) WPS enabled
05:03:55, 04 Feb.	( 26.470000) WPA2 mode selected
05:03:55, 04 Feb.	( 26.470000) WPS enabled
05:03:46, 04 Feb.	( 17.880000) System start
04:15:58, 04 Feb.	ath10: STA 2c:08:8c:00:fd:a5 IEEE 802.11: WiFi registration failed
04:06:19, 04 Feb.	ath10: STA 2c:08:8c:00:fd:a5 IEEE 802.11: Client associated
03:45:58, 04 Feb.	ath10: STA 2c:08:8c:00:fd:a5 IEEE 802.11: WiFi registration failed

[#2]

Sorry to hear you're still having connection issues.

Line tests aren't showing any problems and apart from a drop this morning your connection appears to be stable.

I've attached the test results below:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	40.0 Mbps
Upstream Speed	10.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	697.2
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	From 17:30 to 20:30
Interference Location	Customer Premise
Interference Observed In Days	4
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-40M Downstream, Interleaving Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp	2019-02-01T16:00:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	40.0 Mbps	40.0 Mbps	40.0 Mbps
Up Stream Line Rate	9.9 Mbps	9.9 Mbps	9.9 Mbps
Up Time	801.0 Sec	900.0 Sec	899.1 Sec
Retrains	0.0	1.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2019-02-04T19:09:53Z	2019-02-04T19:24:53Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

I've left your fault ticket open, a faults trained adviser will pick this up over the next few days and if your connection keeps dropping it's likely we'll need to arrange another engineer for further investigation.

[#3]

I think if it does continue to drop, other lines will need pursuing. The openreach engineers have said there’s absolutely nothing more that they can do and other avenues will need looking in to be it PlusNet’s side or BTs. Hopefully I’m getting ahead of myself and things will settle down, but I daren’t hold my breath at this stage.

[#4]

No worries, though to be honest there's not much we can do in the way of a remote investigation for a fibre circuit. Ultimately if the connection continues to drop and line tests don't point to an obvious external fault, the only way we'd be able to progress a fault is by arranging another visit I'm afraid.

[#5]

I really do hope that isn’t the case. I stated when the last visit was arranged that everything that an engineer could do should be done in that visit as I will not be accepting any more. Sending out another is just wasting everyone’s time and sending us round in circles. The operator assured me this would be the last visit.
Anyway let’s see what transpires over the next few days.

[#6]

Hi @Prawnyloks, if you could monitor the connection further that would be great. Checking today I can see the connection is still looking solid with no cause for concern. I appreciate you may not like the idea of another engineer visit if the issue does return however in my several years working faults now I can confirm it could take a few arranged visits for a engineer to locate where the issue is being caused if the problem is looking intermittent like we are seeing with yours. I'm sorry that you were advised the previous engineer visit would be the last and I'll be sure to pass feedback on internally regarding this as your expectations should have been correctly set that we can't guarantee a particular engineer or action taken by a engineer would resolve an issue especially as mentioned given how intermittent this one looks to be. Let us know how it goes over the coming days. 

[#7]

It seems that the original issue that prompted me to create this thread has reoccurred. In my initial post here I stated that a "lift and shift" was performed. Other than an odd blip, it seemed that the issue had been fixed. Until this last week it would seem.

Today I noticed a red light on my router, and after looking through the logs, it seems random reboots started reoccurring around a week ago. I now suspect the my "lift and shift" has probably been undone after some other fibre customers has been "fixed".

I have now raised another question stating all the information necessary, but am really hoping for a much quicker resolution than the first time. It took over two months of messing around with unnecessary extra engineer visits, when the simple "lift and shift" fixed things.

I thought I should update this thread to indicate this issue has returned.

[#8]

With all the disconnects this week my speed has now dropped from 40mbps to 31mbps as of this morning. A DLM and profile reset in the interim would be greatly appreciated.

[#9]

Hi @Prawnyloks, I'm sorry that you are again having issues with your service. Upon testing your line an impairment is being picked up and as the Main Fault Location is being detected as 'at or near to the end user premise', we will need to book an engineer visit to progress this further I'm afraid.

I have updated your fault ticket here, if you could please let us know once you have replied we'll pick it up for you.

[#10]

Hi @LaurenB I have just updated my fault ticket. Thanks for posting here for me to see also.

[#11]

Sorry @LaurenB I forgot to ask can someone do a DLM and profile reset also please. With all the drops in connection my speed has dropped from 40mbps to 31mbps down. Up is still at 10mbps.

[#12]

Hey @Prawnyloks,

Thanks for getting back to us.

I have now booked in your engineer 11/04/2019 PM slot. I have also updated you ticket with the booking info here.

Thanks

[#13]

Thanks @Maddy S. I’ve put in a request for leave with work for that.

I don’t suppose anyone has had chance to reset my DLM yet? If it waits till Thursday I’ll have dropped even more at the rate it’s currently going.

[#14]

Thanks for getting back to us.

I'm afraid there's not much point in requesting a line reset until the engineer goes out as from what we can see the line quality is poor even with the current banding in place.

As a result, it's likely that DLM would band the line and we'd be back to square one. The engineer should put through the reset after fixing the line but if they don't just post here and we'll get that done.

[#15]

Ok @MatthewWheeler. Hopefully I won’t loose too much more speed by Thursday then. For every couple of drops in connection I seem to be loosing around 1.5mbps! I’ll be in minus figures if this isn’t sorted soon-ish