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

bobpullen · ‎04-04-2007

@PKblue wrote:

Since this post I now use some Android devices at home and the broadband dropout is occurring sometimes again, so hopefully you can apply another patch/fix.

Your line dropped twice, yesterday afternoon/early evening. That excepted, it's been uninterrupted for ~20 days. The use of Android devices should have zero bearing on the problem.

@mcjizja, changes applied to your device too.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

PKblue · ‎11-01-2017

I have only been using Android devices for a few days really, so I thought it was relevant that the issue is now occurring again. Other people have said it may relate to Google Drive, which is being used by me now. Hopefully the dropouts won't be a regular thing.

PK

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

bobpullen · ‎04-04-2007

@andydp wrote:

Just out of interest, what caused the problem?

Explained here Andy.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

figgley · ‎04-02-2017

@bobpullen Is that the case with all versions of the firmware or 226 only?

If the latter is true, is there any way of preventing it (226) from loading onto the Hub One?

Edit: Hub One out of the box has software version 4.7.5.1.83.8.217.1.1

adamyaffe · ‎06-02-2017

Thanks @bobpullen, looking at that chart, it appears you have fixed my issue. Good work and thank you! 👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼👏🏼

andydp · ‎03-02-2014

Thanks for that @bobpullen

Any chance of a graph detailing my drop outs? Similar to what you provided @adamyaffe with?

bobpullen · ‎04-04-2007

@figgley wrote:

... is there any way of preventing it (226) from loading onto the Hub One?

.226 is coming straight out of the warehouse now, so probably not a great deal of merit in this.

@andydp wrote:

Any chance of a graph detailing my drop outs? Similar to what you provided @adamyaffe with?

Can't get onto the corporate network where that graph generator lives at present but here's your recent RADIUS logs:

Session Started	 |  Session Ended  |  Session Duration
02:05 07/Feb/2017	N/A	                  One Day, 15:45:28 (on going)
01:52 07/Feb/2017	02:05 07/Feb/2017	  0:12:25
01:47 07/Feb/2017	01:52 07/Feb/2017	  0:4:31
01:43 07/Feb/2017	01:46 07/Feb/2017	  0:3:31
00:46 07/Feb/2017	01:42 07/Feb/2017	  0:56:4
00:35 07/Feb/2017	00:46 07/Feb/2017	  0:11:5
00:29 07/Feb/2017	00:34 07/Feb/2017	  0:5:26
00:22 07/Feb/2017	00:28 07/Feb/2017	  0:5:35
00:18 07/Feb/2017	00:22 07/Feb/2017	  0:3:40
00:14 07/Feb/2017	00:17 07/Feb/2017	  0:3:27
00:10 07/Feb/2017	00:13 07/Feb/2017	  0:3:29
00:06 07/Feb/2017	00:09 07/Feb/2017	  0:3:23
23:53 06/Feb/2017	00:05 07/Feb/2017	  0:12:0
23:49 06/Feb/2017	23:53 06/Feb/2017	  0:3:48
23:42 06/Feb/2017	23:48 06/Feb/2017	  0:6:34
23:32 06/Feb/2017	23:41 06/Feb/2017	  0:8:46
23:10 06/Feb/2017	23:32 06/Feb/2017	  0:21:14
03:54 06/Feb/2017	23:10 06/Feb/2017	  19:15:28

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

figgley · ‎04-02-2017

@bobpullen Thanks for the response. The Hub One that arrived last Saturday must be older stock then.

I'll gently hassle you for that "magic" fix after I'm up and running.

Just waiting on Hope 'n' Reach for the connection now.

Cheers.

mwhenham · ‎10-02-2017

I found this thread due to frequent disconnections - any chance the fix can be applied for me as well?

Many thanks.

Steviet · ‎10-02-2017

We moved home, a few weeks ago, and since the broadband was connected we seem to have this problem although it is getting more frequent by the day. Put a call in last week and it was monitored over last weekend, a new router was ordered and installed on Tuesday and it seemed to fix the problem for several hours but then it came back again with a vengeance, now dropping out several times an hour. Talked to support yesterday and was talked through reconfiguring the router and told about uploads caused by using iCloud. Still not working this morning so I have disconnected iCloud from my mac, iPad, and iPhone so I assume there will no longer be upload problems? Unfortunately, this has not helped at all and I am still getting dropouts several times an hour.

Any help really appreciated.

DS · ‎06-01-2017

@Steviet

Assuming you're using a Plusnet Hub One....(y/n)? On a fibre connection.

Click this link to the hub UI - direct link - in the drop down menu select WAN and read through the pages.

If you see the following, as this appears to be what to look for, you will need the temporary fix applied to your router.

(copied from mine for clarity)

14:36:07, 22 Jan.	(1450093.780000) PPPoE is down after 3452 minutes uptime [Disconnected]
14:36:04, 22 Jan.	(1450091.230000) PPP LCP Send Termination Request [PPPoE PADT received]

geffers · ‎23-05-2015

PLUSNET - when is this going to be rectified. You are currently offering a substandard service.

Again this evening;

17:28:42, 10 Feb.	(4740505.950000) PTM over DSL is down after 1095 minutes uptime
17:28:42, 10 Feb.	(4740505.940000) PPPoE is down after 1094 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]

What is going on? Is it the router? If so I'll buy another one.

Geffers

Tillerman · ‎16-01-2017

@geffers totally agree

Our service was dropping out AGAIN this evening. Poor Poor Poor.

All I need from PN is an old school Openreach modem. That used to work and was great with my Apple Airport etc....

The PN Hub is a complete pile and at apart from giving me a clean multicast feed to my BTTV - is only good for a doorstop.

CS will be getting a call tomorrow. This service is not fit for purpose.

Steviet · ‎10-02-2017

Hi DS thank you for responding.

Yes I am using the Plusnet One Hub, installed a new one on Tuesday.

It appears that I am getting the message that you posted:

Event Log

This page summarises all the recent events that have been recorded on your Plusnet Hub.

You can filter the events to show items related to a specific category.

Recorded events

Time and date	Message
19:34:13, 10 Feb.	( 3087.380000) WAN operating mode is VDSL
19:34:13, 10 Feb.	( 3087.380000) Last WAN operating mode was VDSL
19:34:11, 10 Feb.	( 3086.170000) PPP IPCP Receive Configuration ACK
19:34:11, 10 Feb.	( 3086.170000) PPP IPCP Send Configuration Request
19:34:11, 10 Feb.	( 3086.170000) PPP IPCP Receive Configuration NAK
19:34:11, 10 Feb.	( 3086.170000) PPP IPCP Send Configuration ACK
19:34:11, 10 Feb.	( 3086.170000) PPP IPCP Receive Configuration Request
19:34:11, 10 Feb.	( 3086.160000) PPP IPCP Send Configuration Request
19:34:10, 10 Feb.	( 3085.100000) PPPoE is up - Down Rate=39950Kbps, Up Rate=1999Kbps; SNR Margin Down=14.8dB, Up=21.6dB
19:34:10, 10 Feb.	( 3085.090000) CHAP authentication successful
19:34:10, 10 Feb.	( 3085.030000) CHAP Receive Challenge
19:34:10, 10 Feb.	( 3085.030000) Starting CHAP authentication with peer
19:34:10, 10 Feb.	( 3085.030000) PPP LCP Receive Configuration ACK
19:34:10, 10 Feb.	( 3085.030000) PPP LCP Send Configuration Request
19:34:10, 10 Feb.	( 3085.030000) PPP LCP Receive Configuration Reject
19:34:10, 10 Feb.	( 3085.020000) PPP LCP Send Configuration ACK
19:34:10, 10 Feb.	( 3085.020000) PPP LCP Receive Configuration Request
19:34:10, 10 Feb.	( 3085.020000) PPP LCP Send Configuration Request
19:33:36, 10 Feb.	( 3050.730000) PPPoE is down after 10 minutes uptime [Disconnected]
19:33:34, 10 Feb.	( 3048.690000) PPP LCP Send Termination Request [PPPoE PADT received]
19:23:34, 10 Feb.	( 2448.760000) WAN operating mode is VDSL
19:23:34, 10 Feb.	( 2448.760000) Last WAN operating mode was VDSL
19:23:33, 10 Feb.	( 2447.550000) PPP IPCP Receive Configuration ACK
19:23:33, 10 Feb.	( 2447.550000) PPP IPCP Send Configuration Request
19:23:33, 10 Feb.	( 2447.550000) PPP IPCP Receive Configuration NAK
19:23:33, 10 Feb.	( 2447.550000) PPP IPCP Send Configuration ACK
19:23:33, 10 Feb.	( 2447.550000) PPP IPCP Receive Configuration Request
19:23:33, 10 Feb.	( 2447.540000) PPP IPCP Send Configuration Request
19:23:32, 10 Feb.	( 2446.480000) PPPoE is up - Down Rate=39950Kbps, Up Rate=1999Kbps; SNR Margin Down=14.9dB, Up=21.6dB
19:23:32, 10 Feb.	( 2446.460000) CHAP authentication successful
19:23:32, 10 Feb.	( 2446.320000) CHAP Receive Challenge
19:23:32, 10 Feb.	( 2446.320000) Starting CHAP authentication with peer
19:23:32, 10 Feb.	( 2446.320000) PPP LCP Receive Configuration ACK
19:23:32, 10 Feb.	( 2446.310000) PPP LCP Send Configuration Request
19:23:32, 10 Feb.	( 2446.310000) PPP LCP Receive Configuration Reject
19:23:32, 10 Feb.	( 2446.310000) PPP LCP Send Configuration ACK
19:23:32, 10 Feb.	( 2446.310000) PPP LCP Receive Configuration Request
19:23:32, 10 Feb.	( 2446.310000) PPP LCP Send Configuration Request
19:22:57, 10 Feb.	( 2412.010000) PPPoE is down after 9 minutes uptime [Disconnected]
19:22:55, 10 Feb.	( 2410.000000) PPP LCP Send Termination Request [PPPoE PADT received]
19:13:54, 10 Feb.	( 1868.740000) WAN operating mode is VDSL
19:13:54, 10 Feb.	( 1868.740000) Last WAN operating mode was VDSL
19:13:53, 10 Feb.	( 1867.550000) PPP IPCP Receive Configuration ACK

What do I need to do?

Thanks.

bobpullen · ‎04-04-2007

@Steviet & @mwhenham, I've made a config change to your routers that should have helped. Let me know if you're still experiencing difficulties.

@geffers wrote:

PLUSNET - when is this going to be rectified. You are currently offering a substandard service.

Again this evening;
17:28:42, 10 Feb.	(4740505.950000) PTM over DSL is down after 1095 minutes uptime
17:28:42, 10 Feb.	(4740505.940000) PPPoE is down after 1094 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 - Down)]

When is what going to be rectified? If you're talking about the upload issues, then I hope to have something more definitive to share next week, but from what I can tell you're not affected by this problem any more. A fix has already been applied to the device in question and all the above logs show is a loss of sync after almost a day of uninterrupted service

In fact, if we're talking about the connection you messaged me about, then the line has only dropped three times in the last week:

Session Started	  |  Session Ended   |    Session Duration
01:23 11/Feb/2017	N/A	                  11:46:11 (on going)
17:30 10/Feb/2017	01:22 11/Feb/2017	  7:52:26
23:14 09/Feb/2017	17:29 10/Feb/2017	  18:15:7
21:33 04/Feb/2017	23:13 09/Feb/2017	  5 Days, 1:40:18

If you want somebody to investigate that, then I'd suggest opening a fault ticket. Whatever the cause though, it's not related to the problem being discussed in this thread.

@Tillerman wrote:

@geffers totally agree

Our service was dropping out AGAIN this evening. Poor Poor Poor.

Again, whatever your problem, I don't think it's relevant to this upload issue. Your PPP connection has dropped once in a little over three weeks:

Session Started   |   Session Ended   |   Session Duration
22:05 10/Feb/2017	N/A	                  15:6:9 (on going)
13:54 19/Jan/2017	22:03 10/Feb/2017	  22 Days, 8:8:52

All I need from PN is an old school Openreach modem. That used to work and was great with my Apple Airport etc....

What happened to it? Openreach have all but retired their modems from service so we'll not be able to send you another. Perhaps have a look on eBay?

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵