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Repeated broadband drop outs

awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Repeated broadband drop outs

My issue started on the 17th of February 2019 when I noticed that my connection was dropping a few times a day, this has progressed to multiple times per hour.

Contacted PlusNet and to date they have sent out 7 BT engineers and each time they have been unable to find the fault.

They have replaced the master socket, bit of cable outside the property and done the swap over in the box but no difference.

The router has been replaced along with all wiring, there are no Ethernet cables connected to the router and there is no phone line plugged in.

Every time I update the ticket on PlusNet's website nobody ever replies, I have to constantly call in to try and get an update, the update is always we need to get an engineer to visit, when they do they cannot find any problem.

This is going around in circles and I am still in the same situation as I was on February 17th. 17 drops in last 24 hours
73 drops in last 72 hours is what was quoted on one of the reports.

I have to take a day off work for the engineer to visit, by this rate I wont have any holiday left to take this year.

Its not much to ask but I need someone senior to take ownership of this and please fix my broadband

  

7 REPLIES 7
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Repeated broadband drop outs

Hi there, I'm sorry to see that the issue has become so protracted. 

 

I'm happy to take ownership until it's sorted. An essential system I need to check connection logs is down at present but I've picked up the ticket and will get back to you by the end of the day, I'm on a late shift so I'll likely respond later this afternoon or this evening at the latest. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Re: Repeated broadband drop outs

That was Wednesday and so far no reply received.

My broadband is still dropping out and at a rate of approximately once an hour.

Looks like I will never get this sorted out.

awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Re: Repeated broadband drop outs

Router logs

Recorded events
Time and date
Message
18:33:58, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.72]:59882-​>[52.54.1.214]:443 on ppp3)
18:33:15, 28 Apr.
BLOCKED 1 more packets (because of First packet is Invalid)
18:33:14, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:53828-​>[52.119.164.214]:443 on ppp3)
18:33:00, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.118]:60392-​>[34.244.230.18]:443 on ppp3)
18:32:16, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:33029-​>[34.199.151.206]:443 on ppp3)
18:31:52, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.67]:56324-​>[17.248.144.139]:443 on ppp3)
18:31:38, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.78]:35376-​>[54.148.96.94]:80 on ppp3)
18:30:46, 28 Apr.
IN: BLOCK [16] Remote administration (TCP [47.92.123.63]:47216-​>[51.6.170.209]:8080 on ppp3)
18:30:20, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.72]:54717-​>[54.239.27.11]:443 on ppp3)
18:30:02, 28 Apr.
IN: BLOCK [16] Remote administration (TCP [138.204.112.144]:17900-​>[51.6.170.209]:80 on ppp3)
18:30:00, 28 Apr.
BLOCKED 1 more packets (because of First packet is Invalid)
18:29:59, 28 Apr.
(465335.690000) CWMP: session completed successfully
18:29:59, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.72]:59882-​>[52.54.1.214]:443 on ppp3)
18:29:58, 28 Apr.
(465335.500000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
18:29:57, 28 Apr.
BLOCKED 1 more packets (because of First packet is Invalid)
18:29:56, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.118]:35058-​>[52.94.216.73]:443 on ppp3)
18:29:54, 28 Apr.
BLOCKED 1 more packets (because of First packet is Invalid)
18:29:52, 28 Apr.
(465329.060000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
18:29:52, 28 Apr.
(465329.050000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
18:29:52, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.118]:60392-​>[34.244.230.18]:443 on ppp3)
18:29:52, 28 Apr.
OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.73]:60353-​>[54.239.19.125]:443 on ppp3)
18:29:50, 28 Apr.
(465326.640000) WAN operating mode is VDSL
18:29:50, 28 Apr.
(465326.640000) Last WAN operating mode was VDSL
18:29:48, 28 Apr.
(465324.820000) PPP IPCP Receive Configuration ACK
18:29:48, 28 Apr.
(465324.790000) PPP IPCP Send Configuration Request
18:29:48, 28 Apr.
(465324.780000) PPP IPCP Receive Configuration NAK
18:29:48, 28 Apr.
(465324.780000) PPP IPCP Send Configuration ACK
18:29:48, 28 Apr.
(465324.770000) PPP IPCP Receive Configuration Request
18:29:48, 28 Apr.
(465324.720000) PPP IPCP Send Configuration Request
18:29:46, 28 Apr.
(465323.070000) PPPoE is up -​ Down Rate=71632Kbps, Up Rate=19136Kbps; SNR Margin Down=7.7dB, Up=7.0dB
18:29:46, 28 Apr.
(465323.050000) CHAP authentication successful
18:29:46, 28 Apr.
(465322.990000) CHAP Receive Challenge
18:29:46, 28 Apr.
(465322.990000) Starting CHAP authentication with peer
18:29:46, 28 Apr.
(465322.980000) PPP LCP Receive Configuration ACK
18:29:46, 28 Apr.
(465322.980000) PPP LCP Send Configuration Request
18:29:46, 28 Apr.
(465322.970000) PPP LCP Receive Configuration Reject
18:29:46, 28 Apr.
(465322.970000) PPP LCP Send Configuration ACK
18:29:46, 28 Apr.
(465322.970000) PPP LCP Receive Configuration Request
18:29:46, 28 Apr.
(465322.970000) PPP LCP Send Configuration Request

awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Re: Repeated broadband drop outs

The hub info

1. Product name:
Plusnet Hub
2. Serial number:
+081441+NQ84471291
3. Firmware version:
Software version 4.7.5.1.83.8.263 Last updated 13/04/19
4. Board version:
Plusnet Hub One
5. DSL uptime:
0 days, 00:07:18
6. Data rate:
19136 / 71632
7. Maximum data rate:
21494 / 85749
8. Noise margin:
7.1 / 9.0
9. Line attenuation:
25.4 / 18.3
10. Signal attenuation:
25.0 / 18.8
11. Data sent/received:
4.9 GB / 55.4 GB
12. Broadband username:
*************@plusdsl.net
13. 2.4 GHz Wireless network/SSID:
PLUSNET-MS3M
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:
PLUSNET-MS3M
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:
e8:ad:a6:e9:86:ce
23. Modulation:
G.993.2 Annex B
24. Software variant:
AA
25. Boot loader:
1.0.0

awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Re: Repeated broadband drop outs

Latest logs

Nightmare

awsls
Hooked
Posts: 7
Thanks: 1
Registered: ‎24-04-2019

Re: Repeated broadband drop outs

Apologies, Adam has replied to my ticket

MasterOfReality
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Repeated broadband drop outs

Hi @awsls 

 

I've updated the ticket again in Adams absence (i believe he is in later on today and i will link in with him then). 

 

Kind Regards, 

MoR