cancel
Showing results for 
Search instead for 
Did you mean: 

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

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,207
Thanks: 205
Fixes: 41
Registered: ‎07-12-2017

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

Hi @Prawnyloks, I have updated the ticket for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Can you please confirm what all quality gates to be checked entails? Just so I’m fully up to speed. Thanks.
Highlighted
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

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

 

Hi @Prawnyloks

 

The quality gates can include: renewing your master socket, renewing the dropwire coming into your property, changing the D and E side, changing the tie-pairs and performing a further lift & shift at the cabinet.

 

I can see that Lauren has escalated this accordingly, so we'll await the engineer visit and go from there.

 

Thanks for your patience whilst we get this resolved for you.

 

Best wishes

 

Dave

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Thanks @RandallFlagg

“The quality gates can include: renewing your master socket, renewing the dropwire coming into your property, changing the D and E side, changing the tie-pairs and performing a further lift & shift at the cabinet.”

Only the very 1st and last items have already been done. Hopefully the rest can be actioned 🤞🏼
Highlighted
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

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

 

I'd expect so, @Prawnyloks - let's see what the engineer and engineer notes bring later in the month.

 

Take care

 

Dave

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Hi again,

Just a bit of an update...

I decided to bite the bullet and get a new router. Treated ourselves to the Netgear Nighthawk 7000D-200UKS, AC1900 WiFi VDSL/ADSL Modem Router.

I took advice found online and updated the firmware to the latest after it rebooted itself overnight on the first night. Thursday into Friday seemed ok, no reboots that I could see. Then I had to make a few adjustments to settings and rebooted on Friday evening myself.

Looking at the log, it seems that it's not dropped out, but I'm not 100% sure as there is one part that seems dubious to me. I'll paste a section below.

 

 

[DHCP IP: (192.168.0.4)] to MAC address F0:79:60:74:9E:04, Saturday, Apr 20,2019 05:37:08

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 05:19:28

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 04:53:58

[DHCP IP: (192.168.0.10)] to MAC address 2C:08:8C:00:FD:A5, Saturday, Apr 20,2019 04:53:34

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 04:27:54

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 04:02:24

[DHCP IP: (192.168.0.10)] to MAC address 2C:08:8C:00:FD:A5, Saturday, Apr 20,2019 04:02:02

[Time synchronized with NTP server] Saturday, Apr 20,2019 03:51:03

[Internet connected] IP address: 212.159.19.183, Saturday, Apr 20,2019 03:51:01

[DSL Event] DSL: Up Saturday, Apr 20,2019 03:46:18

[DSL Event] DSL: Up Saturday, Apr 20,2019 03:45:40

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 03:36:22

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 03:10:35

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 02:45:05

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 02:40:26

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 02:19:35

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 01:54:05

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 01:28:35

[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Saturday, Apr 20,2019 01:02:45

 

The bit in bold has me wondering if it rebooted here? I can't find anything that days it actually went down!? Can anyone confirm if it did go down please. This is the only event like it.

I'm including a screenshot of the current statistics as well.

So, it's probably a little early to tell, but I don't think it's dropped as much as was happening with the PlusNet router. I guess I should report back in a few days time.

 

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

No idea, why its added smileys to my post Roll_eyes

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Haven’t had chance for a proper look yet as I’m at work now, but suspect it’s dropped again…

[DHCP IP: (192.168.0.6)] to MAC address D4:A3:3D:18:66:61, Monday, Apr 22,2019 03:37:26
[Time synchronized with NTP server] Monday, Apr 22,2019 03:22:49
[Internet connected] IP address: 212.159.19.183, Monday, Apr 22,2019 03:22:47
[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Monday, Apr 22,2019 03:19:13
[DSL Event] DSL: Up Monday, Apr 22,2019 03:16:29
[DSL Event] DSL: Up Monday, Apr 22,2019 03:15:53
[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Monday, Apr 22,2019 02:53:43
Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,113
Thanks: 129
Fixes: 48
Registered: ‎26-03-2018

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

Hi @Prawnyloks,

I've checked your connection today and I can see that there has been a single drop since you switched the routers around. At this stage it's hard to say whether this is just an anomaly or if the same fault has persisted as this is only one drop, however I can see that there is still an engineer appointment booked in as per the latest update to your fault ticket. Due to the nature of the issue, we'd be best to wait and see the outcome to the visit before we proceed any further with the investigation.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Thanks for checking @TheMightyAJ.
Can you tell me what date and time the drop happened on your info, so I can recheck against my logs please? Will help me build up a picture of how things are fairing 🤞🏼
It does appear that the DLM has reset at some point also. When I first set up the new router I was getting 39999 Mbps down. It’s since dropped to 34998. I think up has slipped a little too. Not 100% sure when it happened, but probably on Saturday or Sunday.
Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Screen Shot 2019-04-22 at 15.02.21.png

Just so I know I'm looking at the right bits here... Am I right in assuming System Up Time is how long the router itself has been on, and the WAN - VDSL link is how long it's stayed connected to PlusNet?

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,113
Thanks: 129
Fixes: 48
Registered: ‎26-03-2018

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

Hi @Prawnyloks,

To confirm, the drop in connection I witnessed occurred today (22/04/19) at 4:17AM. Regarding the screenshot from your latest post, it would seem to suggest that your assumptions are correct however, as it's 3rd party software/hardware, I can't say that definitively and would always recommend looking at the router manual for further guidance.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

@TheMightyAJ looks like this seems to be the case. It was actually set to GMT without daylight savings, so Ive just updated that now. This seems to have forced the settings to update, so I'm just a few minutes back up for WAN again Roll_eyes

There have been at least two drops though that I can see since Saturday.

Here today...

[Time synchronized with NTP server] Monday, Apr 22,2019 04:22:49
[Internet connected] IP address: 212.159.19.183, Monday, Apr 22,2019 04:22:47
[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Monday, Apr 22,2019 04:19:13
[DSL Event] DSL: Up Monday, Apr 22,2019 04:16:29
[DSL Event] DSL: Up Monday, Apr 22,2019 04:15:53

and here on Saturday...

[Time synchronized with NTP server] Saturday, Apr 20,2019 04:51:03
[Internet connected] IP address: 212.159.19.183, Saturday, Apr 20,2019 04:51:01
[DSL Event] DSL: Up Saturday, Apr 20,2019 04:46:18
[DSL Event] DSL: Up Saturday, Apr 20,2019 04:45:40

I do think I had another Wednesday into Thursday, but have no log for this as it all went when I updated the firmware.

When are you checking from, and are you only seeing 1 actual drop?

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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

Thanks @TheMightyAJ

As far as I can see there have been two drops since Saturday (20/04/19).

The first was here...

[Time synchronized with NTP server] Saturday, Apr 20,2019 04:51:03
[Internet connected] IP address: 212.159.19.183, Saturday, Apr 20,2019 04:51:01
[DSL Event] DSL: Up Saturday, Apr 20,2019 04:46:18
[DSL Event] DSL: Up Saturday, Apr 20,2019 04:45:40

Then this today (22/04/19)...

[Time synchronized with NTP server] Monday, Apr 22,2019 04:22:49
[Internet connected] IP address: 212.159.19.183, Monday, Apr 22,2019 04:22:47
[DHCP IP: (192.168.0.8)] to MAC address 2C:08:8C:97:F3:7C, Monday, Apr 22,2019 04:19:13
[DSL Event] DSL: Up Monday, Apr 22,2019 04:16:29
[DSL Event] DSL: Up Monday, Apr 22,2019 04:15:53

There was at least one other drop overnight after the first night I set up the new router. It would probably have been either late on Wednesday (17/04/19) or early Thursday (18/04/19) when it occurred. I no longer have logs as I reset the firmware on the Thursday evening.

Are you saying you can only see one drop at all since Wednesday, 17/04/19?

Highlighted
Rising Star
Posts: 113
Thanks: 15
Registered: ‎01-05-2008

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


For some reason the replies I added yesterday have vanished…
I don’t have the full details with me at the moment, but there have been more than just the one drop since you mentioned. Now another this morning.
My notes have approximately 20/04 @4:15, 22/04 @4:45, now 23/04 @2:05. There were also a couple prior to this, but I no longer have the logs after the firmware update.
Can you confirm these drops please.
It would appear the router hasn’t fixed this issue.