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Repetitive drop out - ICMP blocks

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Repetitive drop out - ICMP blocks

Hi,

 

I've recently moved to PlusNet and we're suffering intermittent drop outs / hangs on all our devices connected to the HubOne.

 

In the event viewer I'm seeing multiple:

- OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 209.93.65.116-​>1.0.0.1 on ppp3)

- Repetitive client diassociated / client associated

- BLOCKED 3 more packets (because of ICMP replay)

 

Welcome any help that anyone can provide.

Thanks!

16 REPLIES 16
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Community Gaffer
Community Gaffer
Posts: 14,412
Thanks: 2,024
Fixes: 144
Registered: ‎04-04-2007

Re: Repetitive drop out - ICMP blocks

I don't think the ICMP relay messages are anything to worry about.

The client associations/disassociations could be the result of a known problem affecting the 5GHz wireless radio. Are the devices you're having problems with connected wirelessly?

I have just pushed an update to your router that might help with this. Can you reboot the device at your convenience and let me know if the situation improves?

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

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Hi Bob,

Thanks for the quick reply - we've reset the router and watched it work through various colours back to stable blue.

 

We're still seeing the issues and particularly on Android (MAC: 5a:82:dc:b0:3f:1e). This device connected and then almost immediately failed and dropped off the PlusNet router again. (NB: it appears under LAN4 as this is a wireless access point). 

 

Thanks!

 

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Additionally - I've tried changing the default DNS provider within our phones & tablets to Google / CloudFlare which instantly resolved the problem on both an iPad and Android phone respectively. I raised a DNS issue with support a week or so back but it doesn't look like their solutions managed to create a permanent fix.

 

Is there a way to change the DNS setup in the HubOne so that I don't have to change it on every device (and on devices that I cannot change it on - e.g. work laptops).

 

Edit - however, on another Android phone running with CloudFlare we're back to unable to load pages / websites etc when connected to the PlusNet router. I guess not a fix then...! Event logs for the period - appears the router is still booting devices at random.

 

15:56:58, 21 Apr. ath00: STA d0:e1:40:b7:6c:e7 IEEE 802.11: Client disassociated
15:56:54, 21 Apr. ath00: STA 12:29:bd:aa:d1:6b IEEE 802.11: Client disassociated
15:56:53, 21 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 209.93.65.101-​>176.125.6.117 on ppp3)
15:56:42, 21 Apr. ( 4823.660000) Lease for IP 192.168.1.72 renewed by host android-​dhcp-​10-​12-​29-​bd-​aa-​d1-​6b (MAC 12:29:bd:aa:d1:6b). Lease duration: 1440 min
15:56:42, 21 Apr. ( 4823.660000) Device connected: Hostname: android-​dhcp-​10-​12-​29-​bd-​aa-​d1-​6b IP: 192.168.1.72 MAC: 12:29:bd:aa:d1:6b Lease time: 1440 min. Link rate: 117.0 Mbps
15:56:42, 21 Apr. ( 4823.580000) Lease requested
15:56:37, 21 Apr. ath10: STA 12:29:bd:aa:d1:6b IEEE 802.11: Client associated
15:56:03, 21 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.66-​>90.255.254.173 on ppp3)
15:56:01, 21 Apr. ( 4783.000000) Lease for IP 192.168.1.66 renewed by host android-​dhcp-​10-​58-​cb-​52-​9c-​0d-​c8 (MAC 58:cb:52:9c:0d:c8). Lease duration: 1440 min
15:56:01, 21 Apr. ( 4783.000000) Device connected: Hostname: android-​dhcp-​10-​58-​cb-​52-​9c-​0d-​c8 IP: 192.168.1.66 MAC: 58:cb:52:9c:0d:c8 Lease time: 1440 min. Link rate: 1000.0 Mbps
15:56:01, 21 Apr. ( 4782.910000) Lease requested
15:55:58, 21 Apr. ( 4779.900000) Device disconnected: Hostname: android-​dhcp-​10-​12-​29-​bd-​aa-​d1-​6b IP: 192.168.1.72 MAC: 12:29:bd:aa:d1:6b

 

Welcome any other thoughts or input as currently the service from PlusNet is not functional.

 

Thanks.

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Community Gaffer
Community Gaffer
Posts: 14,412
Thanks: 2,024
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Registered: ‎04-04-2007

Re: Repetitive drop out - ICMP blocks

Ah, so there's a second Wi-Fi access point in use. That certainly muddies the waters somewhat.

It's not possible to change the assigned DNS in the Hub One I'm afraid, but I doubt this is an issue with Plusnet's DNS servers to be honest. It could be an acknowledged issue with the router's DNS proxy but if so, it would affect all devices that are obtaining DNS from the router, not just some of them. It would also be temporarily fixed following a router reboot.

Would be interesting to establish if the problem is still evident without the additional access point in play.

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

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Thank you again for the insight!

It does sound like the issue you mentioned - temporarily fixed by a reboot and then all the devices are back to falling over.

I've unplugged the second access point (which I do need as the house has a big, old brick wall in the middle!) and we can see whether that helps.

 

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Community Gaffer
Community Gaffer
Posts: 14,412
Thanks: 2,024
Fixes: 144
Registered: ‎04-04-2007

Re: Repetitive drop out - ICMP blocks

Another suggestion might be to try extending the DHCP lease time on the Hub One to 21 days (which I think is the maximum).

I assume the wireless access point doesn't have its own DHCP server?

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

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Thanks again for the reply!

Confirmed that disconnecting the Wireless Access Point has made no difference to the behaviour. I'm pretty certain it doesn't have a DHCP.

Managed to catch one of the drops in the event log and match it to a wifi drop on the laptop. The laptop was connected to the router (as AP was disconnected) and in-use at the time. Event log below:

16:57:40, 21 Apr. ( 8482.080000) Lease for IP 192.168.1.79 renewed by host GBA-​L104167341 (MAC 94:65:9c:ff:e1:a5). Lease duration: 1440 min
16:57:40, 21 Apr. ( 8481.990000) Lease requested
16:57:40, 21 Apr. ath10: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client associated
16:57:38, 21 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated
16:54:50, 21 Apr. ath00: STA 74:81:14:0e:69:07 IEEE 802.11: Client disassociated
16:53:05, 21 Apr. ( 8206.700000) Lease for IP 192.168.1.79 renewed by host GBA-​L104167341 (MAC 94:65:9c:ff:e1:a5). Lease duration: 1440 min
16:53:05, 21 Apr. ( 8206.610000) Lease requested
16:53:05, 21 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client associated
16:53:04, 21 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated
16:53:04, 21 Apr. ath10: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated

 

I've updated the lease time this morning and will see whether that has beneficial effect.

 

Thanks!

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Unfortunately lease extension has not resolved the issue. Laptop drop out in event log.

 

07:46:02, 22 Apr. ath00: STA 60:30:d4:bd:e8:5a IEEE 802.11: Client associated
07:45:49, 22 Apr. (61770.580000) Lease for IP 192.168.1.79 renewed by host GBA-​L104167341 (MAC 94:65:9c:ff:e1:a5). Lease duration: 30240 min
07:45:49, 22 Apr. (61770.580000) Device connected: Hostname: GBA-​L104167341 IP: 192.168.1.79 MAC: 94:65:9c:ff:e1:a5 Lease time: 30240 min. Link rate: 117.0 Mbps
07:45:49, 22 Apr. (61770.490000) Lease requested
07:45:47, 22 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client associated
07:45:47, 22 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated
07:45:30, 22 Apr. (61751.640000) Lease for IP 192.168.1.79 renewed by host GBA-​L104167341 (MAC 94:65:9c:ff:e1:a5). Lease duration: 30240 min
07:45:30, 22 Apr. (61751.640000) Device connected: Hostname: GBA-​L104167341 IP: 192.168.1.79 MAC: 94:65:9c:ff:e1:a5 Lease time: 30240 min. Link rate: 866.6 Mbps
07:45:30, 22 Apr. (61751.550000) Lease requested
07:45:30, 22 Apr. ath10: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client associated
07:45:30, 22 Apr. ath10: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated
07:45:28, 22 Apr. ath00: STA 94:65:9c:ff:e1:a5 IEEE 802.11: Client disassociated
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Community Gaffer
Community Gaffer
Posts: 14,412
Thanks: 2,024
Fixes: 144
Registered: ‎04-04-2007

Re: Repetitive drop out - ICMP blocks

I assume the wi-fi extender is back in use as that's what the laptop seems to be connected to at the time of writing?

When you 'disconnected' it, was it completely powered off so it was unable to broadcast a wireless signal?

At this stage, it might be worth separating the 2.4GHz and 5GHz wireless networks on teh Hub by assigning them different names and seeing if you have any greater success connecting to one over the other?

If you haven't done so already, I would also 'forget' the Wi-Fi network on affected devices and reconnect them to your Hub/access point.

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

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Hi Bob,

WAP - yes, when checking the AP was completely disconnected and powered off.

2G/5G - I've split these up this morning and will let you know how we get on.

Forget network - We'll do a work round of getting everything to forget the network as well.

 

Do you have any thoughts on what the issue is here? Router? DHCP? DNS? Overloading router? Service is still extremely unstable.

 

Thanks

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Community Gaffer
Community Gaffer
Posts: 14,412
Thanks: 2,024
Fixes: 144
Registered: ‎04-04-2007

Re: Repetitive drop out - ICMP blocks

94:65:9c:ff:e1:a5has a *very* weak signal at the moment: -84dB on the 5GHz radio. Could it simply be that it's on the limit ov coverage and that's why it's dropping/disconnecting? Huh

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

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Hi Bob,

I'm not sure that is the underlying issue - we're seeing drop outs on our devices regardless of where they are in the house.

Feedback from yesterday:

- the 5GHz WiFi seems more stable but slow regardless of device or location in the house - e.g. YouTube buffering, web images taking significant time to load.

- my Android phone was connected to the 2.4GHz signal and seemed to suffer more drops / disconnects

Interestingly the desktop, which is wired, seems to suffer from the fewest issues and happily ran online gaming yesterday evening.

Just as an alternative thought, it looks like the AP is strong enough to work across the whole house. What if we disabled the PlusNet WiFi signal? Might isolate the router DHCP server as a root cause?

 

Thanks.

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Follow up from the weekend / Monday...

Having connected devices only to the Unifi AP the drop outs / page load hangs have been resolved - makes me suspect that the PlusNet router can't handle the number of devices we have connected. For info of anyone trying to compare their experiences to this thread later, total devices approx 18. I had this problem previously on an old BT Hub 3 and on reflection, the symptoms are the same.

Issue now is that the WiFi speed is now slow with everything running through the AP over a single network cable. The underlying line speed is not a problem given that the desktop PC (wired) can download quickly.

 

Somewhat frustrating really, feels like the only solution is to buy an 3rd party router as the provided equipment is not up to the job, which evaporates all the cost saving from moving to PlusNet.

Welcome any further advice on troubleshooting options.

 

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Dabbler
Posts: 11
Fixes: 1
Registered: ‎21-04-2020

Re: Repetitive drop out - ICMP blocks

Fix

Quick follow up with a fix for this.

We've reverted to an alternative router (BT Home Hub 6) and all the problems have gone away. No drop outs, no slow load speeds, no page hangs. As I'd noted previously, this was an issue very reminiscent of the problems we hand with a Home Hub 3, which was fixed with a router upgrade.

 

I'd suggest those having similar issues in a house with lots of devices look for alternative hardware.