Repeated broadband drop outs

[#1]

Hi everyone,

Since moving to PlusNet (from BT) I have repeated consistent drop outs of my broadband connection. I've had a call open for weeks, multiple (often unannounced) BT Openreach engineer visits and a clean bill of health from a physical connectivity perspective.  I'm pretty much at the end of my tether tbh.  There seems to be loads of call similar to mine on here & I really can't see the woods for the trees, so my last hope is that a forum post may help identify the issue and (hopefully) a resolution.

My hub details:

1. Product name: Plusnet Hub
2. Serial number: 
3. Firmware version: Software version 4.7.5.1.83.8.259 Last updated Unknown
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 00:11:44
6. Data rate: 9989 / 33478
7. Maximum data rate: 10932 / 34493
8. Noise margin: 6.9 / 6.5
9. Line attenuation: 30.3 / 26.7
10. Signal attenuation: 29.4 / 26.7
11. Data sent/received: 670.3 MB / 8.9 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID:
14. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
15. 2.4 GHz Wireless security: WPA2
16. 2.4 GHz Wireless channel: Automatic (Smart Wireless)
17. 5 GHz Wireless network/SSID: 
18. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
19. 5 GHz Wireless security: WPA2
20. 5 GHz Wireless channel: Automatic (Smart Wireless)
21. Firewall: Default
22. MAC Address:
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

Output from my error log:

15:06:06, 15 Oct. (181429.430000) CWMP: session completed successfully
 
15:06:06, 15 Oct. (181429.260000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
 
15:06:01, 15 Oct. (181424.910000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
15:06:01, 15 Oct. (181424.900000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
15:06:00, 15 Oct. (181423.160000) WAN operating mode is VDSL
 
15:06:00, 15 Oct. (181423.160000) Last WAN operating mode was VDSL
 
15:05:58, 15 Oct. (181421.840000) PPP IPCP Receive Configuration ACK
 
15:05:58, 15 Oct. (181421.830000) PPP IPCP Send Configuration Request
 
15:05:58, 15 Oct. (181421.820000) PPP IPCP Receive Configuration NAK
 
15:05:58, 15 Oct. (181421.810000) PPP IPCP Send Configuration ACK
 
15:05:58, 15 Oct. (181421.810000) PPP IPCP Receive Configuration Request
 
15:05:58, 15 Oct. (181421.810000) PPP IPCP Send Configuration Request
 
15:05:57, 15 Oct. (181420.700000) PPPoE is up -​ Down Rate=33478Kbps, Up Rate=9989Kbps; SNR Margin Down=6.3dB, Up=5.7dB
 
15:05:57, 15 Oct. (181420.680000) CHAP authentication successful
 
15:05:57, 15 Oct. (181420.600000) CHAP Receive Challenge
 
15:05:57, 15 Oct. (181420.600000) Starting CHAP authentication with peer
 
15:05:57, 15 Oct. (181420.590000) PPP LCP Receive Configuration ACK
 
15:05:57, 15 Oct. (181420.590000) PPP LCP Send Configuration Request
 
15:05:57, 15 Oct. (181420.580000) PPP LCP Receive Configuration Reject
 
15:05:57, 15 Oct. (181420.580000) PPP LCP Send Configuration ACK
 
15:05:57, 15 Oct. (181420.580000) PPP LCP Receive Configuration Request
 
15:05:57, 15 Oct. (181420.580000) PPP LCP Send Configuration Request
 
15:05:08, 15 Oct. (181371.350000) PTM over DSL is up
 
15:04:39, 15 Oct. (181342.190000) CWMP: session closed due to error: Could not resolve host
 
15:04:39, 15 Oct. (181342.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
15:04:39, 15 Oct. (181342.170000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
15:04:08, 15 Oct. (181311.840000) CWMP: session closed due to error: Could not resolve host
 
15:04:08, 15 Oct. (181311.820000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
15:04:08, 15 Oct. (181311.810000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
15:04:08, 15 Oct. (181311.480000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
 
15:04:06, 15 Oct. (181309.770000) PTM over DSL is down after 13 minutes uptime
 
15:04:06, 15 Oct. (181309.760000) PPPoE is down after 13 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
 
15:04:04, 15 Oct. (181307.070000) PPP LCP Send Termination Request [User request]
 
15:02:18, 15 Oct. IN: BLOCK [16] Remote administration (TCP [189.78.142.58]:7745-​>[146.200.103.177]:8080 on ppp3)
 
15:01:35, 15 Oct. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.70]:46859-​>[107.23.153.154]:443 on ppp3)
 
14:59:11, 15 Oct. IN: BLOCK [16] Remote administration (TCP [218.17.208.163]:8157-​>[146.200.103.177]:22 on ppp3)
 
14:56:49, 15 Oct. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 195.169.125.251-​>146.200.103.177 on ppp3)
 
14:54:52, 15 Oct. (180755.310000) Admin login successful by 192.168.1.98 on HTTP
 
14:54:32, 15 Oct. (180735.520000) New GUI session from IP 192.168.1.98
 
14:53:43, 15 Oct. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 206.117.25.90-​>146.200.103.177 on ppp3)
 
14:52:07, 15 Oct. IN: BLOCK [16] Remote administration (TCP [31.184.195.108]:62586-​>[146.200.103.177]:80 on ppp3)
 
14:51:25, 15 Oct. IN: BLOCK [16] Remote administration (TCP [5.101.40.81]:52036-​>[146.200.103.177]:22 on ppp3)
 
14:51:06, 15 Oct. (180529.870000) CWMP: session completed successfully
 
14:51:06, 15 Oct. (180529.680000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
 
14:51:01, 15 Oct. (180524.240000) Device disconnected: Hostname: Unknown-​dc-​68-​eb-​08-​72-​07 IP: 192.168.1.70 MAC: dc:68:eb:08:72:07
 
14:50:59, 15 Oct. (180523.000000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
14:50:59, 15 Oct. (180522.990000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
14:50:58, 15 Oct. (180521.200000) WAN operating mode is VDSL
 
14:50:58, 15 Oct. (180521.200000) Last WAN operating mode was VDSL
 
14:50:56, 15 Oct. (180519.880000) PPP IPCP Receive Configuration ACK
 
14:50:56, 15 Oct. (180519.880000) PPP IPCP Send Configuration Request
 
14:50:56, 15 Oct. (180519.870000) PPP IPCP Receive Configuration NAK
 
14:50:56, 15 Oct. (180519.860000) PPP IPCP Send Configuration ACK
 
14:50:56, 15 Oct. (180519.860000) PPP IPCP Receive Configuration Request
 
14:50:56, 15 Oct. (180519.840000) PPP IPCP Send Configuration Request
 
14:50:55, 15 Oct. (180518.690000) PPPoE is up -​ Down Rate=33478Kbps, Up Rate=9989Kbps; SNR Margin Down=7.7dB, Up=5.6dB
 
14:50:55, 15 Oct. (180518.680000) CHAP authentication successful
 
14:50:55, 15 Oct. (180518.580000) CHAP Receive Challenge
 
14:50:55, 15 Oct. (180518.580000) Starting CHAP authentication with peer
 
14:50:55, 15 Oct. (180518.580000) PPP LCP Receive Configuration ACK
 
14:50:55, 15 Oct. (180518.570000) PPP LCP Send Configuration Request
 
14:50:55, 15 Oct. (180518.570000) PPP LCP Receive Configuration Reject
 
14:50:55, 15 Oct. (180518.570000) PPP LCP Send Configuration ACK
 
14:50:55, 15 Oct. (180518.560000) PPP LCP Receive Configuration Request
 
14:50:55, 15 Oct. (180518.560000) PPP LCP Send Configuration Request
 
14:50:10, 15 Oct. (180473.490000) Device disconnected: Hostname: COM-​MID1 IP: 192.168.1.67 MAC: a8:13:74:50:e8:73
 
14:50:06, 15 Oct. (180469.220000) PTM over DSL is up
 
14:48:56, 15 Oct. (180399.740000) PTM over DSL is down after 0 minutes uptime
 
14:48:21, 15 Oct. (180364.750000) PTM over DSL is up
 
14:47:44, 15 Oct. (180327.280000) PTM over DSL is down after 0 minutes uptime
 
14:47:39, 15 Oct. (180322.720000) New GUI session from IP 192.168.1.98
 
14:47:39, 15 Oct. (180322.620000) New GUI session from IP 192.168.1.98
 
14:47:39, 15 Oct. (180322.570000) New GUI session from IP 192.168.1.98
 
14:47:39, 15 Oct. (180322.500000) New GUI session from IP 192.168.1.98
 
14:47:39, 15 Oct. (180322.450000) New GUI session from IP 192.168.1.98
 
14:47:38, 15 Oct. (180321.830000) New GUI session from IP 192.168.1.98
 
14:47:20, 15 Oct. (180303.390000) PTM over DSL is up
 
14:46:43, 15 Oct. (180266.060000) PTM over DSL is down after 0 minutes uptime
 
14:46:29, 15 Oct. (180252.330000) PTM over DSL is up
 
14:46:27, 15 Oct. (180250.570000) CWMP: session closed due to error: Could not resolve host
 
14:46:27, 15 Oct. (180250.500000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
14:46:27, 15 Oct. (180250.500000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
14:46:22, 15 Oct. (180245.310000) Wire Lan Port 3 up
 
14:46:20, 15 Oct. (180243.920000) Lease for IP 192.168.1.98 renewed by host UK092758LT2 (MAC c4:7d:46:18:45:06). Lease duration: 1440 min
 
14:46:20, 15 Oct. (180243.920000) Device connected: Hostname: UK092758LT2 IP: 192.168.1.98 MAC: c4:7d:46:18:45:06 Lease time: 1440 min. Link rate: 1000.0 Mbps
 
14:46:20, 15 Oct. (180243.830000) Lease requested
 
14:46:19, 15 Oct. (180242.310000) Wire Lan Port 3 down
 
14:45:57, 15 Oct. (180220.180000) CWMP: session closed due to error: Could not resolve host
 
14:45:57, 15 Oct. (180220.160000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
 
14:45:57, 15 Oct. (180220.150000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
 
14:45:56, 15 Oct. (180219.820000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
 
14:45:54, 15 Oct. (180217.620000) PTM over DSL is down after 15 minutes uptime
 
14:45:54, 15 Oct. (180217.620000) PPPoE is down after 14 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
 
14:45:51, 15 Oct. (180214.870000) PPP LCP Send Termination Request [User request]
 
14:45:50, 15 Oct. (180213.600000) Wire Lan Port 3 up
 
14:45:48, 15 Oct. (180211.650000) Device disconnected: Hostname: UK092758LT2 IP: 192.168.1.98 MAC: c4:7d:46:18:45:06
 
14:45:47, 15 Oct. (180210.600000) Wire Lan Port 3 down
 
14:45:09, 15 Oct. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.67]:59095-​>[109.144.113.23]:443 on ppp3)
 
14:44:24, 15 Oct. (180127.910000) Lease for IP 192.168.1.70 renewed by host Unknown-​dc-​68-​eb-​08-​72-​07 (MAC dc:68:eb:08:72:07). Lease duration: 1440 min
 
14:44:24, 15 Oct. (180127.910000) Device connected: Hostname: Unknown-​dc-​68-​eb-​08-​72-​07 IP: 192.168.1.70 MAC: dc:68:eb:08:72:07 Lease time: 1440 min. Link rate: 100.0 Mbps

All and any recommendations and/or help is greatly received.

Cheers 🐵

[#2]

Hi @cstreharne, 

I'm really sorry you've been having problems with your connection. I've been having a look at your account and can see your most recent comment on this ticket. Just to let you know I've actioned your last request on the ticket for you and that should be with you in the next couple of days.

I've also updated the router on the account, while we're waiting for the new router to come can you please factory reset the current router you have to try and force through a different firmware version. The newer firmware stops a problem with some connections have a dropping issue against them. The newer version that should be pushed down to you should be - 4.7.5.1.83.8.237.2.2. You'll get a new router anyway but can you advise us if this makes a difference to you? 

[#3]

Hi Joe

Thanks for your response.  A hard reset reboots the router a couple of times but does not update the firmware, its still running at Software version 4.7.5.1.83.8.259

To hard reset I've used a paperclip in the recessed reset button above the power supply for 10 secs or so - is this right?

I've also tried the reset via the GUI, but neither has resulted in updated firmware.

Thanks again, really appreciate it.

[#4]

Which BT Hub do you have? If it's the Hub 6 it will work on PN, and many say is a better option.

If a Hub 5A, then it is similar to the PN Hub 1, but may have more stable firmware and could be worth a try even if for a few days to rule out other issues.

[#5]

Bob made a response to another thread at the weekend.

@bobpullen wrote:
The device will not update beyond .237.1.1 until it is explicitly targeted for upgrade. The firmware is in the process of being rolled out to everyone, and until that rollout is complete and an activation policy put in place, factory resetting will not speed things up.

I see a few posts saying to reset with the pinhole to force a firmware update, but it seems, if you aren't on the list, you ain't joining the update club!!

Mark

[#6]

I was under the impression that Firmware version 4.7.5.1.83.8.259 (or variant 1.1 of it) is the latest firmware so there is no further update available. I am afraid JOLO gave you incorrect information. There are also reports of this firmware causing problems for a few customers but I suspect your problem is more to do with a long line length to the cabinet.

[#7]

Thanks @Mustrum for your response.

It's a BT Hub 4 which I've struggled to get working with PN.

Do you know if these are supported with PN?

Thanks again.

[#8]

thanks @RealAleMadrid for your response.

I had a BT provisioned FTTC service previously without any of these issues, so I don't understand how distance to the cabinet can now be such an issue - is PN particularly fussy?

Any idea how I find out the distance and rule this in or out?

Thanks again.

[#9]

Hi @JOLO

Please see message from @Marksfish referencing @bobpullen - Could you confirm the position re. firmware please?

Thanks for posting the router, although given the input from several members, I'm not sure will help...although I'm willing to try anything at this stage before dumping PN and moving to another supplier.

Thanks for your help.

[#10]

@cstreharne  I was just making a general comment that longer lines tend to have more joints and are prone to faults but on reading your opening post you said that problems only started after joining PlusNet and your line has been checked out OK by Openreach so in that case it does not appear to be a line fault. 

There have been many posts on the forum about a particular entry in the router log for example:- 

15:04:04, 15 Oct. (181307.070000) PPP LCP Send Termination Request [User request]

It definitely isn't a user request but causes the connection to drop. PlusNet reps have never given any definitive explanation for why this is happening.

I would get a different router, I have never used ISP provided equipment but as Mustrum says the BT HH6 has a good reputation.

[#11]

Hello @cstreharne,

We are sorry to hear you are experiencing an issue with drops in your connection. We have requested a firmware update and would ask that you leave the router switch on with out interruptions to allow this to go through.

Once it has completed I will update you via the account.

[#12]

Hi @SammyM

Router has been left on, I continue to suffer drop outs, no firmware has been delivered/applied yet - can you tell me when this will happen or if I need to perform a hard reset as per previous posts?

@JOLO I have a new router also and a 5 minute test exhibited the same drop outs so for now, it remains in its box. PS. It has the same firmware version as my current router.

Thanks in advance.

[#13]

Hi @cstreharne, our products team have got back to us and informed us the router is showing as on the latest firmware.

It looks like our Faults Team have worked on it this morning and tests are still detecting HR Joint detected on GEA service, so they have raised this back to our suppliers.

We will let you know when we know more.

[#14]

@LaurenB

I've had 3 Openreach engineers visit my property and other than changing the main broadband/phone socket ,they've all said there are no other problems. I don't therefore understand how PN engineers can detect high resistance on the line - can you explain please?

One thing to note is that I plugged a phone into my line today to check for background noise - it was so crackly / distorted that I could barely hear the dial tone, so something is definitely amiss somewhere.

Thanks again. 

[#15]

Our tests are very similar to the one that the engineers carry out.

Unfortunately with intermittent faults it may not be present when the engineers themselves go out.