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Repeated disconnections

edocaster
Newbie
Posts: 5
Registered: ‎09-08-2018

Repeated disconnections

Hello,

 

I have been a Plusnet customer for coming up to 3 years now. Generally, service has been good. However, in the last week I have experienced frequent disconnects - many times a day.

I am on 40/10 FTTC using a Plusnet Hub One. Here is an excerpt from a log around the time of a disconnect:

 

20:49:55, 09 Apr. (28558.970000) PPPoE is up -​ Down Rate=38171Kbps, Up Rate=9542Kbps; SNR Margin Down=8.2dB, Up=9.2dB
20:49:55, 09 Apr. (28558.960000) CHAP authentication successful
20:49:55, 09 Apr. (28558.910000) CHAP Receive Challenge
20:49:55, 09 Apr. (28558.910000) Starting CHAP authentication with peer
20:49:55, 09 Apr. (28558.910000) PPP LCP Receive Configuration ACK
20:49:55, 09 Apr. (28558.900000) PPP LCP Send Configuration Request
20:49:55, 09 Apr. (28558.900000) PPP LCP Receive Configuration Reject
20:49:55, 09 Apr. (28558.900000) PPP LCP Send Configuration ACK
20:49:55, 09 Apr. (28558.890000) PPP LCP Receive Configuration Request
20:49:55, 09 Apr. (28558.890000) PPP LCP Send Configuration Request
20:49:06, 09 Apr. (28509.370000) PTM over DSL is up
20:49:02, 09 Apr. (28505.720000) CWMP: session closed due to error: Could not resolve host
20:49:02, 09 Apr. (28505.690000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:49:02, 09 Apr. (28505.690000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:48:32, 09 Apr. (28475.280000) CWMP: session closed due to error: Could not resolve host
20:48:32, 09 Apr. (28475.240000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:48:32, 09 Apr. (28475.230000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:48:31, 09 Apr. (28474.810000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
20:48:29, 09 Apr. (28472.930000) PTM over DSL is down after 12 minutes uptime
20:48:29, 09 Apr. (28472.920000) PPPoE is down after 11 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:48:27, 09 Apr. (28470.210000) PPP LCP Send Termination Request [User request]
20:47:55, 09 Apr. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:44374-​>[151.101.61.16]:443 on ppp3)
20:47:53, 09 Apr. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.66]:35492-​>[99.86.105.209]:443 on ppp3)

 

Does that offer any clues as to why these disconnects may be happening? Is there anything else I should be looking at?

Any assistance to make my line stable, as it once was, would be greatly appreciated.

 

Thanks.

2 REPLIES 2
Davejplatt
Hooked
Posts: 8
Thanks: 4
Registered: ‎13-04-2021

Re: Repeated disconnections

Openreach have probably swapped your line with another customer who complained and given you their bad line. It's the standard way they fix line faults.

stevewx
Grafter
Posts: 42
Thanks: 18
Registered: ‎12-04-2019

Re: Repeated disconnections

Login to your router.

Troubleshooting

Event Log

Boot

 

Do you have anything like this?  "Boot reason: watchdog reset (cause: 0x3)"

I've had >100 of this particular failure since August 2020.

0x3 does seem to be a known problem with the Home Hub One and the similar BT HH5.  I've actually just logged on to search for it.

Regards,

Steve