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Regular disconnect, broadband won't reconnect

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Dabbler
Posts: 10
Registered: ‎22-03-2020

Regular disconnect, broadband won't reconnect

For the last 3 days my broadband has been disconnecting a lot. I seem to barely manage 30 min uptime.

I have tried splitting 2.4 and 5 networks, disabling 5ghz, renaming, restarting, changing lease length, unplugging other devices and phones, changing filters.... Nothing seems to fix it.

Have tried calling tech support but get told there's a 60+ minute wait time. Currently self isolating at home with 2 kids and little to none internet access, which whilst is good to get them off the screens, does get somewhat frustrating after a while...

Am using the standard hub supplied and generally it was ok last month, I swapped from Vodafone due to a similar issue (was more severe there and was an issue with their hardware).

Software version 4.7.5.1.83.8.263

Can't post event log extract as then it gets marked as spam
17 REPLIES 17
Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

For the last 3 days my broadband has been disconnecting a lot. I seem to barely manage 30 min uptime.

I have tried splitting 2.4 and 5 networks, disabling 5ghz, renaming, restarting, changing lease length, unplugging other devices and phones, changing filters.... Nothing seems to fix it.

Have tried calling tech support but get told there's a 60+ minute wait time. Currently self isolating at home with 2 kids and little to none internet access, which whilst is good to get them off the screens, does get somewhat frustrating after a while...

Am using the standard hub supplied and generally it was ok last month, I swapped from Vodafone due to a similar issue (was more severe there and was an issue with their hardware).

Software version 4.7.5.1.83.8.263

Extract from event log:
13:44:44, 22 Mar. (71387.120000) CWMP: session closed due to error: Could not resolve host
13:44:43, 22 Mar. (71387.100000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:44:43, 22 Mar. (71387.090000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:44:13, 22 Mar. (71356.750000) CWMP: session closed due to error: Could not resolve host
13:44:13, 22 Mar. (71356.730000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:44:13, 22 Mar. (71356.730000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:44:13, 22 Mar. (71356.390000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:44:11, 22 Mar. (71354.800000) PTM over DSL is down after 25 minutes uptime
13:44:11, 22 Mar. (71354.790000) PPPoE is down after 24 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
13:44:09, 22 Mar. (71352.180000) PPP LCP Send Termination Request [User request]
13:43:38, 22 Mar. IN: BLOCK [15] Default policy (TCP [213.217.0.201]:57114-​>[146.198.113.92]:6600 on ppp3)
13:43:30, 22 Mar. IN: BLOCK [15] Default policy (TCP [185.176.27.246]:40162-​>[146.198.113.92]:24610 on ppp3)
13:43:23, 22 Mar. IN: BLOCK [15] Default policy (TCP [45.66.9.114]:42551-​>[146.198.113.92]:6991 on ppp3
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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

Why does my post and relies keep getting marked as spam?!?

I'm just trying to get a fix for constant disconnects!

Edit: seems it doesn't like the event log copy/paste
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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

I'll try posting it in parts.

For the last 3 days my broadband has been disconnecting a lot. I seem to barely manage 30 min uptime.

I have tried splitting 2.4 and 5 networks, disabling 5ghz, renaming, restarting, changing lease length, unplugging other devices and phones, changing filters.... Nothing seems to fix it.

Have tried calling tech support but get told there's a 60+ minute wait time.

Am using the standard hub supplied and generally it was ok last month, I swapped from Vodafone due to a similar issue (was more severe there and was an issue with their hardware).

Software version 4.7.5.1.83.8.263
Highlighted
Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed



Software version 4.7.5.1.83.8.263

Extract from event log:
13:44:44, 22 Mar. (71387.120000) CWMP: session closed due to error: Could not resolve host
13:44:43, 22 Mar. (71387.100000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:44:43, 22 Mar. (71387.090000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:44:13, 22 Mar. (71356.750000) CWMP: session closed due to error: Could not resolve host
13:44:13, 22 Mar. (71356.730000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
13:44:13, 22 Mar. (71356.730000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:44:13, 22 Mar. (71356.390000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:44:11, 22 Mar. (71354.800000) PTM over DSL is down after 25 minutes uptime
13:44:11, 22 Mar. (71354.790000) PPPoE is down after 24 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
13:44:09, 22 Mar. (71352.180000) PPP LCP Send Termination Request [User request]
13:43:38, 22 Mar. IN: BLOCK [15] Default policy (TCP [213.217.0.201]:57114-​>[146.198.113.92]:6600 on ppp3)
13:43:30, 22 Mar. IN: BLOCK [15] Default policy (TCP [185.176.27.246]:40162-​>[146.198.113.92]:24610 on ppp3)
13:43:23, 22 Mar. IN: BLOCK [15] Default policy (TCP [45.66.9.114]:42551-​>[146.198.113.92]:6991 on ppp3
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Hero
Posts: 4,490
Thanks: 1,947
Fixes: 130
Registered: ‎30-06-2016

Re: Constant disconnection, unimpressed

@anewman1976 

You have already been advised by a Plusnet staffer that drops have been observed on your line. These have nothing to do with your wireless problems. You were advised to go through the standard checks then if necessary report a fault.

This sounds like the thing to do to me!

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Moderator
Moderator
Posts: 23,493
Thanks: 4,017
Fixes: 1,032
Registered: ‎11-01-2008

Re: Regular disconnect, broadband won't reconnect


Moderators Note


This topic has been moved from tech help to Fibre

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

@Baldrick1 not sure if you've got me mixed up with someone else, I haven't been with Plusnet long and this is my first time posting anything.

With regards to reporting a fault, I tried, the online form via a link I found in another thread doesn't work and I can't get through on the phone.

The separate topic I tried to create was marked as spam and have sent them a message about that as well.
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Moderator
Moderator
Posts: 23,493
Thanks: 4,017
Fixes: 1,032
Registered: ‎11-01-2008

Re: Constant disconnection, unimpressed


Moderators Note


This topic has been moved from multiple messages released from spam filter and posts moved and merged into one thread.

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Highlighted
Hero
Posts: 4,490
Thanks: 1,947
Fixes: 130
Registered: ‎30-06-2016

Re: Constant disconnection, unimpressed

@anewman1976 

Sorry, I hadn't noticed that your original post was tagged on to the end of someone elses topic. It looks like this has now been sorted. Lengthy posts from new subscribers often gets delayed in the spam filter. You should be OK now.

These network drops are not connected with wifi issues, you are losing connection between your hub and the outside world, not between the hub and wirelessly connected devices.

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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

@Baldrick1 no worries, hopefully they will be able to do some line checks and log it as a fault.

I have tried all the standard things and more. Am wondering if it is related to the Google drive/uploading issue mentioned elsewhere but will wait to see what they come back with.
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Hero
Posts: 4,490
Thanks: 1,947
Fixes: 130
Registered: ‎30-06-2016

Re: Constant disconnection, unimpressed

@anewman1976 

You say hopefully 'they' will do line checks. Have you got evidence such as a ticket on your account logging the problem? As your original post was tagged on to another it's quite possible that Plusnet staffer responses to your addition were not picked up.

In the absence of a Plusnet staffer responding to this new topic there's no evidence that Plusnet are yet aware that you have a problem. Posts on this forum do not automatically trigger action, it needs a staffer to come along and pick it up, which can be sporadic.

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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Constant disconnection, unimpressed

This was the suggested route from them when I called them, but I have now also raised a support ticket so fingers crossed they'll pick 1 of them up.
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Aspiring Hero
Posts: 12,333
Thanks: 622
Fixes: 18
Registered: ‎01-09-2007

Re: Regular disconnect, broadband won't reconnect


@anewman1976 wrote:
...
Am using the standard hub supplied and generally it was ok last month, I swapped from Vodafone due to a similar issue (was more severe there and was an issue with their hardware).
...

So doing things to the router will not help.

You have a line problem.

"In The Beginning Was The Word, And The Word Was Aardvark."

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Dabbler
Posts: 10
Registered: ‎22-03-2020

Re: Regular disconnect, broadband won't reconnect

Well hopefully someone from Plusnet support will be able to confirm that.

As mentioned before the previous problem was with the Vodafone hardware.