Plusnet fibre broadband does not cope with uploads and will disconnect you...

[#1]

Thanks for the reply ejs.

Below is an excerpt from the log when this occurs. The previous log entry prior to the start of the log below is about 3 hours beforehand. So all quiet in the log then this happens. Then all quiet in the log for a while after the last entry (quiet for 4 hours).

It occurred twice yesterday. I have moved back to using the Openreach modem in conjunction with the Hub One as it stays connected usually for months at a time.

Whatever is causing this, it seem peculiar to the Hub One.

And yes, each time this occurs, the VDSL2 link is disconnecting.

Thanks for any thoughts. @bobpullen, do you have any thoughts on this also?

06:16:24, 29 Jun.	(194650.440000) CWMP: session completed successfully
06:16:23, 29 Jun.	(194650.250000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
06:16:16, 29 Jun.	(194643.390000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:16:16, 29 Jun.	(194643.380000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:16:15, 29 Jun.	(194641.580000) WAN operating mode is VDSL
06:16:15, 29 Jun.	(194641.580000) Last WAN operating mode was VDSL
06:16:13, 29 Jun.	(194640.300000) PPP IPCP Receive Configuration ACK
06:16:13, 29 Jun.	(194640.290000) PPP IPCP Send Configuration Request
06:16:13, 29 Jun.	(194640.280000) PPP IPCP Receive Configuration NAK
06:16:13, 29 Jun.	(194640.280000) PPP IPCP Send Configuration ACK
06:16:13, 29 Jun.	(194640.270000) PPP IPCP Receive Configuration Request
06:16:13, 29 Jun.	(194640.270000) PPP IPCP Send Configuration Request
06:16:12, 29 Jun.	(194639.280000) PPPoE is up -​ Down Rate=50987Kbps, Up Rate=7568Kbps; SNR Margin Down=3.1dB, Up=6.0dB
06:16:12, 29 Jun.	(194639.270000) CHAP authentication successful
06:16:12, 29 Jun.	(194639.220000) CHAP Receive Challenge
06:16:12, 29 Jun.	(194639.220000) Starting CHAP authentication with peer
06:16:12, 29 Jun.	(194639.210000) PPP LCP Receive Configuration ACK
06:16:12, 29 Jun.	(194639.210000) PPP LCP Send Configuration Request
06:16:12, 29 Jun.	(194639.200000) PPP LCP Receive Configuration Reject
06:16:12, 29 Jun.	(194639.200000) PPP LCP Send Configuration ACK
06:16:12, 29 Jun.	(194639.200000) PPP LCP Receive Configuration Request
06:16:12, 29 Jun.	(194639.200000) PPP LCP Send Configuration Request
06:15:27, 29 Jun.	(194594.170000) CWMP: session closed due to error: Could not resolve host
06:15:26, 29 Jun.	(194592.740000) Ethernet is down after 0 minutes uptime
06:15:25, 29 Jun.	(194591.860000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:15:25, 29 Jun.	(194591.850000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:15:22, 29 Jun.	(194589.060000) PTM over DSL is up
06:14:54, 29 Jun.	(194561.000000) CWMP: session closed due to error: Could not resolve host
06:14:52, 29 Jun.	(194559.270000) Ethernet is up
06:14:52, 29 Jun.	(194559.210000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
06:14:52, 29 Jun.	(194559.200000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:14:52, 29 Jun.	(194558.780000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:14:50, 29 Jun.	(194557.110000) PTM over DSL is down after 1157 minutes uptime
06:14:50, 29 Jun.	(194557.090000) PPPoE is down after 1156 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
06:14:48, 29 Jun.	(194554.480000) PPP LCP Send Termination Request [User request]

[#2]

That's what I was getting. I opened a support ticket and a potential fault was found - after several tests - and the line has been stable for the past two weeks but, ironically, dropped today. It is worth opening a support ticket, then leaving it open to monitor the situation and reporting any problems when they occur so the line can be tested again if necessary.

[#3]

I am reluctant to log a fault as when connected through Openreach modem it virtually never disconnects. If it was a line fault or a fault elsewhere in the system, I wouldn't have thought it would be so stable using a different modem.

[#4]

There have been a few people who have reported that the Hub One's VDSL2 modem tends to disconnect a few times per day when on the 3 dB target SNRM. The simplest solutions would be to either ignore a couple of disconnects a day, or, if they bother you, get a different modem.

[#5]

This is the clue here:

(194639.280000) PPPoE is up -​ Down Rate=50987Kbps, Up Rate=7568Kbps; SNR Margin Down=3.1dB, Up=6.0dB

Not related to the upload issue this thread was initially raised about, however there is a second acknowledged issue that can cause intability on certain FTTC lines running at sub-6dB downtream target margins.

@jafreer, I've pushed a fix to your device that should now see you running 4.7.5.1.83.8.259. Your device will have rebooted so apologies if you were in the middle of anything.

For the benefit if others, we are yet to push this firmware version to the existing base, however I believe it is being used in manufacturing.

If the disconnections continue then it's worth following @Toft's advice.

[#6]

Thanks Bob,

The modem update has been pushed and I am now running it.

I think you are correct that this is related to the 3dB downstream target profile rather than the upload issue.

I will move back to the Hub One built in modem to test the software update and let you know.

Thanks  for the excellent and speedy support.

[#7]

Thanks ejs.

Yes, it is looking like this is the likely issue.

I can use the Openreach modem so don't need a new router. It is more my technical curiosity as to why it is happening.

Bob Pullen has pushed a firmware update to the router so will see how that does.

Thanks for the assistance.

[#8]

Hi Bob,

After few month, I realised that I still get dropped connections on upload. This is systematic if you upload at optimal speed for more than 2-3 minutes:

Time and date	Message
23:12:25, 23 Jul.	(145422.340000) WAN operating mode is VDSL
23:12:25, 23 Jul.	(145422.340000) Last WAN operating mode was VDSL
23:12:24, 23 Jul.	(145421.090000) PPP IPCP Receive Configuration ACK
23:12:24, 23 Jul.	(145421.090000) PPP IPCP Send Configuration Request
23:12:24, 23 Jul.	(145421.090000) PPP IPCP Receive Configuration NAK
23:12:24, 23 Jul.	(145421.090000) PPP IPCP Send Configuration ACK
23:12:24, 23 Jul.	(145421.090000) PPP IPCP Receive Configuration Request
23:12:24, 23 Jul.	(145421.080000) PPP IPCP Send Configuration Request
23:12:23, 23 Jul.	(145419.970000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=12.1dB, Up=13.1dB
23:12:23, 23 Jul.	(145419.960000) CHAP authentication successful
23:12:23, 23 Jul.	(145419.920000) CHAP Receive Challenge
23:12:23, 23 Jul.	(145419.920000) Starting CHAP authentication with peer
23:12:23, 23 Jul.	(145419.920000) PPP LCP Receive Configuration ACK
23:12:23, 23 Jul.	(145419.910000) PPP LCP Send Configuration Request
23:12:23, 23 Jul.	(145419.910000) PPP LCP Receive Configuration Reject
23:12:23, 23 Jul.	(145419.910000) PPP LCP Send Configuration ACK
23:12:23, 23 Jul.	(145419.910000) PPP LCP Receive Configuration Request
23:12:23, 23 Jul.	(145419.910000) PPP LCP Send Configuration Request
23:11:48, 23 Jul.	(145385.720000) PPPoE is down after 5 minutes uptime [Disconnected]
23:11:46, 23 Jul.	(145383.580000) PPP LCP Send Termination Request [PPPoE PADT received]
23:05:49, 23 Jul.	(145026.430000) WAN operating mode is VDSL
23:05:49, 23 Jul.	(145026.430000) Last WAN operating mode was VDSL
23:05:48, 23 Jul.	(145025.240000) PPP IPCP Receive Configuration ACK
23:05:48, 23 Jul.	(145025.240000) PPP IPCP Send Configuration Request
23:05:48, 23 Jul.	(145025.240000) PPP IPCP Receive Configuration NAK
23:05:48, 23 Jul.	(145025.240000) PPP IPCP Send Configuration ACK
23:05:48, 23 Jul.	(145025.240000) PPP IPCP Receive Configuration Request
23:05:48, 23 Jul.	(145025.230000) PPP IPCP Send Configuration Request
23:05:47, 23 Jul.	(145024.170000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=12.1dB, Up=13.0dB
23:05:47, 23 Jul.	(145024.160000) CHAP authentication successful
23:05:47, 23 Jul.	(145024.120000) CHAP Receive Challenge
23:05:47, 23 Jul.	(145024.120000) Starting CHAP authentication with peer
23:05:47, 23 Jul.	(145024.120000) PPP LCP Receive Configuration ACK
23:05:47, 23 Jul.	(145024.110000) PPP LCP Send Configuration Request
23:05:47, 23 Jul.	(145024.110000) PPP LCP Receive Configuration Reject
23:05:47, 23 Jul.	(145024.110000) PPP LCP Send Configuration ACK
23:05:47, 23 Jul.	(145024.110000) PPP LCP Receive Configuration Request
23:05:47, 23 Jul.	(145024.110000) PPP LCP Send Configuration Request
23:05:12, 23 Jul.	(144989.840000) PPPoE is down after 14 minutes uptime [Disconnected]
23:05:10, 23 Jul.	(144987.780000) PPP LCP Send Termination Request [PPPoE PADT received]
22:50:20, 23 Jul.	(144097.010000) WAN operating mode is VDSL
22:50:20, 23 Jul.	(144097.010000) Last WAN operating mode was VDSL
22:50:18, 23 Jul.	(144095.850000) PPP IPCP Receive Configuration ACK
22:50:18, 23 Jul.	(144095.850000) PPP IPCP Send Configuration Request
22:50:18, 23 Jul.	(144095.850000) PPP IPCP Receive Configuration NAK
22:50:18, 23 Jul.	(144095.850000) PPP IPCP Send Configuration ACK
22:50:18, 23 Jul.	(144095.850000) PPP IPCP Receive Configuration Request
22:50:18, 23 Jul.	(144095.840000) PPP IPCP Send Configuration Request
22:50:17, 23 Jul.	(144094.820000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=12.0dB, Up=13.1dB
22:50:17, 23 Jul.	(144094.810000) CHAP authentication successful
22:50:17, 23 Jul.	(144094.760000) CHAP Receive Challenge
22:50:17, 23 Jul.	(144094.760000) Starting CHAP authentication with peer
22:50:17, 23 Jul.	(144094.760000) PPP LCP Receive Configuration ACK
22:50:17, 23 Jul.	(144094.760000) PPP LCP Send Configuration Request
22:50:17, 23 Jul.	(144094.750000) PPP LCP Receive Configuration Reject
22:50:17, 23 Jul.	(144094.750000) PPP LCP Send Configuration ACK
22:50:17, 23 Jul.	(144094.750000) PPP LCP Receive Configuration Request
22:50:17, 23 Jul.	(144094.750000) PPP LCP Send Configuration Request
22:49:43, 23 Jul.	(144060.460000) PPPoE is down after 30 minutes uptime [Disconnected]
22:49:41, 23 Jul.	(144058.410000) PPP LCP Send Termination Request [PPPoE PADT received]
22:19:26, 23 Jul.	(142243.740000) WAN operating mode is VDSL
22:19:26, 23 Jul.	(142243.740000) Last WAN operating mode was VDSL
22:19:25, 23 Jul.	(142242.570000) PPP IPCP Receive Configuration ACK
22:19:25, 23 Jul.	(142242.570000) PPP IPCP Send Configuration Request
22:19:25, 23 Jul.	(142242.570000) PPP IPCP Receive Configuration NAK
22:19:25, 23 Jul.	(142242.570000) PPP IPCP Send Configuration ACK
22:19:25, 23 Jul.	(142242.570000) PPP IPCP Receive Configuration Request
22:19:25, 23 Jul.	(142242.560000) PPP IPCP Send Configuration Request
22:19:24, 23 Jul.	(142241.550000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=11.8dB, Up=13.0dB
22:19:24, 23 Jul.	(142241.530000) CHAP authentication successful
22:19:24, 23 Jul.	(142241.490000) CHAP Receive Challenge
22:19:24, 23 Jul.	(142241.490000) Starting CHAP authentication with peer
22:19:24, 23 Jul.	(142241.490000) PPP LCP Receive Configuration ACK
22:19:24, 23 Jul.	(142241.490000) PPP LCP Send Configuration Request
22:19:24, 23 Jul.	(142241.490000) PPP LCP Receive Configuration Reject
22:19:24, 23 Jul.	(142241.480000) PPP LCP Send Configuration ACK
22:19:24, 23 Jul.	(142241.480000) PPP LCP Receive Configuration Request
22:19:24, 23 Jul.	(142241.480000) PPP LCP Send Configuration Request
22:18:50, 23 Jul.	(142207.190000) PPPoE is down after 19 minutes uptime [Disconnected]
22:18:48, 23 Jul.	(142205.150000) PPP LCP Send Termination Request [PPPoE PADT received]
21:59:24, 23 Jul.	(141041.200000) WAN operating mode is VDSL
21:59:24, 23 Jul.	(141041.200000) Last WAN operating mode was VDSL
21:59:23, 23 Jul.	(141040.030000) PPP IPCP Receive Configuration ACK
21:59:23, 23 Jul.	(141040.020000) PPP IPCP Send Configuration Request
21:59:23, 23 Jul.	(141040.020000) PPP IPCP Receive Configuration NAK
21:59:23, 23 Jul.	(141040.020000) PPP IPCP Send Configuration ACK
21:59:23, 23 Jul.	(141040.020000) PPP IPCP Receive Configuration Request
21:59:23, 23 Jul.	(141040.020000) PPP IPCP Send Configuration Request
21:59:22, 23 Jul.	(141038.980000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=9999Kbps; SNR Margin Down=11.8dB, Up=13.0dB
21:59:22, 23 Jul.	(141038.970000) CHAP authentication successful
21:59:22, 23 Jul.	(141038.920000) CHAP Receive Challenge
21:59:22, 23 Jul.	(141038.920000) Starting CHAP authentication with peer
21:59:22, 23 Jul.	(141038.920000) PPP LCP Receive Configuration ACK
21:59:22, 23 Jul.	(141038.920000) PPP LCP Send Configuration Request
21:59:22, 23 Jul.	(141038.920000) PPP LCP Receive Configuration Reject
21:59:22, 23 Jul.	(141038.910000) PPP LCP Send Configuration ACK
21:59:22, 23 Jul.	(141038.910000) PPP LCP Receive Configuration Request
21:59:22, 23 Jul.	(141038.910000) PPP LCP Send Configuration Request
21:58:47, 23 Jul.	(141004.630000) PPPoE is down after 2347 minutes uptime [Disconnected]
21:58:45, 23 Jul.	(141002.580000) PPP LCP Send Termination Request [PPPoE PADT received]

I thought this was fixed on my line months ago, but I realise I still cannot upload anything at max speed. Crippling my upload bandwidth with trickle on Firefox allows for a poor man's workaround (but then my browser becomes pretty much one tab only, not ideal) as it allows successful upload of bigger files.

My firmware version is 4.7.5.1.83.8.226 | Last updated Unknown

[#9]

Hi @john78

Thanks for getting in touch 

Tagging @bobpullen for his visibility.  

Best wishes, 

[#10]

@john78, you're still on the affected firmware.

It seems that we've historically had problems pushing an updated image to your router. Attempting this manually a minute ago has also failed.

I recognise it may be inconvenient, but would you be able to carry out a factory reset for me?

[#11]

Haven't managed to determine yet if the updated router firmware has resolved the disconnect issue. This is mainly because I had a line fault so switched back to the Openreach modem as I didn't want any router induced disconnects interfering with trying to establish which drops were caused by the line fault.

Now the line fault is fixed, I am waiting for DLM to put me back on a 3dB downstream profile. Once that happens and the line is stable, I will try the Hub One modem again and confirm the firmware update has fixed the disconnect issue.

[#12]

Hi @bobpullen I have proceeded with the factory reset. Please let me know if you were able to access now before I re-create my configuration.

[#13]

Any chance you could push the same fix to me?

I've been suffering with the same disconnect problems for months now and only just found this thread.

[#14]

@bobpullen any news?

[#15]

Hi @bobpullen,

Now that my phone line fault is fixed and I am finally back on a 3 dB SNRM, I am using the Plusnet router again (the one you pushed the firmware update to) and the issue of disconnects is still present (see my previous post for details of what appears in the log file when these disconnects occur).

Could it be that this latest firmware still doesn't play well with 3 dB SNRMs?

I can go back on my HG612 modem again to verify that the disconnects stop but I have done that previously and the connection was stable (no disconnects) for months at a time. During these times I monitor and graph SNRM and it is very stable. I would imagine that the PN modem would have a low threshold level that would have to be reached before issuing a disconnect command. If that is the case, I could understand it disconnecting if my 3dB target SNRM was fluctuating a lot and hitting the lower threshold, but it seems stable (and in any case, however the threshold or algorithm works, I don't see the disconnects on the HG612).

I like the extra speed the 3dB SNRM provides and if this remains an issue I will just switch back to the HG612 to use as the modem, but it would be in PN's interest to get to the bottom of this issue (assuming it is a PN router issue).

Thanks and regards.