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Rock solid smarthub gone wobbly last two days

PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Rock solid smarthub gone wobbly last two days

Installed a smarthub a few months ago and its been great with only the usual fortnightly overnight reboots. However, last 2 days have had drops and 5 of these:

 

16:29:46 03 Nov.pppTonguePP: IPCP_NAK

16:29:46 03 Nov.pppTonguePP: CHAP_SUCCESS

16:29:46 03 Nov.pppTonguePP: CHAP_RESPONSE 

16:29:46 03 Nov.pppTonguePP: LCP_GOOD_ACK 

16:29:46 03 Nov.pppTonguePP: LCP_REQUEST 

16:29:46 03 Nov.pppTonguePP: CHAP_RESPONSE 

16:29:46 03 Nov.pppTonguePP: LCP_GOOD_ACK 

16:29:46 03 Nov.pppTonguePP: LCP_REQUEST 

16:29:46 03 Nov.TonguePPoE error: timeout

 Annotation (1).png

I hope its not another problem with this line that has given me a bit of grief over the years. Quiet line sounds fine.

Any ideas? Praying its a BT issue they will resolve but not confident.

Thanks

PT

14 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 666
Thanks: 169
Fixes: 42
Registered: ‎26-03-2018

Re: Rock solid smarthub gone wobbly last two days

Hi @PhyllisTyne,

 

I'm sorry that you've been experiencing connection drops over the past few days and for any inconvenience that this is causing you.

 

I can see the drops from Friday and Saturday on your connection log:

 

 

However, testing your line isn't picking up the cause of this issue:

GEA Test Detail
Circuit ID NA Service ID BBEUXXXXXXXX
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 40.0 Mbps
Upstream Speed 10.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Repetitive Electrical Impulse Noise Not Detected
Estimated Line Length In Metres 639.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 16:30 to 16:45
Interference Location Customer Premise
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Time Stamp 2018-10-23T12:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 40.0 Mbps 40.0 Mbps 40.0 Mbps
Up Stream Line Rate 9.9 Mbps 9.9 Mbps 9.9 Mbps
Up Time 807.0 Sec 900.0 Sec 899.8 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-11-05T11:21:41Z 2018-11-05T11:36:41Z
Ingress Code Violation 1 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

If your connection drops again, please can you run through our troubleshooting guides here and let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Thanks for checking Emily. Seems ok now. Hopefully just a blip or BT up to something.

PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Still getting these drops although not as frequent

 

Interestingly they are all preceded by a couple of TR69 requests a couple of minutes prior:

 

15:22:10               13 Nov.               dsl:VDSL Link Down: duration was 568355 seconds                                                          

15:21:32               13 Nov.               BR_LAN:The DHCP options that are offered by the device (id:14): DiscoverOptions: 53                61           50           12           60           55 | DiscoverOption55: 1              3              6

15:21:32               13 Nov.               CheesyHCP Confirmation of Request                                                                                                

15:21:25               13 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                                                                                

15:21:25               13 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                                                                                

15:21:25               13 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                                                                                

15:21:24               13 Nov.               wl1:IGMP join received for group 239.255.3.22 on interface wl1                                                                                                

15:21:23               13 Nov.               wl1:A WiFi device <64:5A:04:0DCheesy9:7B> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])                                                                                                 

15:20:43               13 Nov.               ppp1:TR69 ConnectionRequest Failed                                                                                                    

15:20:43               13 Nov.               ppp1:TR69 ConnectionRequest: processing request from ACS                                                                                                     

 

23:18:29               14 Nov.               dsl:VDSL Link Down: duration was 114954 seconds                                          

23:18:13               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:18:13               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:18:13               14 Nov.               wl1:IGMP join received for group 239.255.3.22 on interface wl1                                

23:18:13               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:16:09               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:16:08               14 Nov.               wl1:IGMP join received for group 239.255.3.22 on interface wl1                                

23:16:08               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:16:08               14 Nov.               wl0:IGMP join received for group 239.255.3.22 on interface wl0                                

23:15:00               14 Nov.               ppp1:TR69 ConnectionRequest Failed                                    

23:15:00               14 Nov.               ppp1:TR69 ConnectionRequest: processing request from ACS                                     

 

23:01:24

 16 Nov.

dsl:VDSL Link Down: duration was 171751 seconds

   

23:00:57

 16 Nov.

wl0:IGMP join received for group 239.255.3.22 on interface wl0

23:00:56

 16 Nov.

wl0:IGMP join received for group 239.255.3.22 on interface wl0

23:00:56

 16 Nov.

wl1:IGMP join received for group 239.255.3.22 on interface wl1

22:58:51

 16 Nov.

wl0:IGMP join received for group 239.255.3.22 on interface wl0

22:58:51

 16 Nov.

wl1:IGMP join received for group 239.255.3.22 on interface wl1

22:58:51

 16 Nov.

wl0:IGMP join received for group 239.255.3.22 on interface wl0

22:58:33

 16 Nov.

ppp1:TR69 ConnectionRequest Failed

     
           

 

 Any ideas?

There is some stuff on the Web about google chromecast / home devices causeing problems but it seems they are supposed to be fixed now.

 

Am getting a lot of these:

wl0:IGMP join received for group 239.255.3.22 on interface wl0

Which also points to a Chromecast according to some articles on the Web. Have removed 3X Chromecast and 1XHome mini PSU to see what happens.

Thanks

 

PT

Plusnet Help Team
Plusnet Help Team
Posts: 10,026
Thanks: 3,180
Fixes: 506
Registered: ‎21-04-2017

Re: Rock solid smarthub gone wobbly last two days

The issues with a Chromecast causing a connection to drop is resolved, though it'd generally would've caused your router continually power-cycle itself as opposed to just drop the connection. 

While your connection dropped a few times last week, it appears to be more stable since Saturday night:

How are things looking now?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Hi @Gandalf

Still good since Saturday night but all Chromecast and homehub remain disconnected. Although the Saturday drop was after disconnecting them all so they probably aren't the problem. I'm keeping them disconnected for a while to see what happens and if things stay stable I will introduce them back one by one to see how things go.

As expected all of the wl0:IGMP join received for group 239.255.3.22 on interface wl0 have stopped.

Thanks for keeping and eye on this for me.

Jon

 

Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Rock solid smarthub gone wobbly last two days

Hi @PhyllisTyne, let us know how you get on!

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
PhyllisTyne
Aspiring Pro
Posts: 621
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Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Went down last night but I presume by look of log that this was initiated by BT or the router itself? Esp following entry.

01:51:49

 21 Nov.

:A device reset was performed (GUI/Button)

 

00:01:39

 01 Jan.

BR_LAN:UPnP functionality has been activated

       

00:01:39

 01 Jan.

BR_LAN:UPnP functionality has been deactivated (manually)

     

00:01:37

 01 Jan.

:WAN: SENSING AUTO VDSL

           

00:01:37

 01 Jan.

ppp1:New DYN ROUTE is added [212.159.6.9/32 gw 195.166.130.251]

   

00:01:37

 01 Jan.

ppp1:New DYN ROUTE is added [212.159.6.10/32 gw 195.166.130.251]

   

00:01:37

 01 Jan.

ppp1TonguePP: PPP INFO 212.159.6.10

212.159.6.9

             

00:01:35

 01 Jan.

pppTonguePP: IPCP_NAK

             

00:01:35

 01 Jan.

pppTonguePP: CHAP_SUCCESS

             

00:01:35

 01 Jan.

pppTonguePP: CHAP_RESPONSE

             

00:01:35

 01 Jan.

pppTonguePP: LCP_GOOD_ACK

             

00:01:35

 01 Jan.

pppTonguePP: LCP_REQUEST

             

00:01:34

 01 Jan.

pppTonguePP: CHAP_RESPONSE

             

00:01:34

 01 Jan.

pppTonguePP: LCP_GOOD_ACK

             

00:01:34

 01 Jan.

pppTonguePP: LCP_REQUEST

             

00:01:34

 01 Jan.

TonguePPoE error: timeout

             

00:01:29

 01 Jan.

TonguePPoE error: timeout

             

00:01:17

 01 Jan.

wl1:A WiFi device <F0:0F:EC:63:E7:A9> has successfully connected to SSID (Device/WiFi/SSIDs/SSID[WL_PRIV2G])

00:01:17

 01 Jan.

ptm0.101:VLAN VLAN_DATA connected

         

00:01:16

 01 Jan.

CheesyHCP Confirmation of Request

           

00:01:16

 01 Jan.

CheesyHCP Confirmation of Request

           

00:01:16

 01 Jan.

CheesyHCP Confirmation of Request

           

00:01:16

 01 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

     

00:01:16

 01 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

   

00:01:16

 01 Jan.

dsl:VDSL link Up: Down Rate=42215Kbps

 Up Rate=12511Kbps

 SNR Margin Down=8.70dB

 SNR Margin Up=6.90dB

       

00:00:53

 01 Jan.

eth1:[Device Connected] MAC Address:Host Name: Address: 192.168.1.65

 lease duration is 86400 seconds.

         

00:00:53

 01 Jan.

BR_LAN:The DHCP options that are offered by the device (id:3): DiscoverOptions: 53

61

51

55 | DiscoverOption55: 1

3

6 | RequestOptions: 53

61

54

50

51

00:00:53

 01 Jan.

CheesyHCP Confirmation of Request

           

00:00:44

 01 Jan.

:The NTP server used is:

             

00:00:44

 01 Jan.

:The NTP server used is:

             

00:00:44

 01 Jan.

:The NTP server used is: ntp.homehub.btopenworld.com

     

00:00:44

 01 Jan.

:The NTP server used is:

             

00:00:44

 01 Jan.

:The NTP server used is:

             

00:00:44

 01 Jan.

:This Rule has been applied successfully: [id:1

 InternalClient:

 External PortsSad0

0)

 Internal Ports: (0

0)

 Protocol: ]

   

00:00:44

 01 Jan.

:Updating port mapping rule (1) by UPnP

         

00:00:43

 01 Jan.

eth1:An Ethernet port is now connected (2/100/FULL)

       

00:00:42

 01 Jan.

BR_LAN:The LAN DHCPv6 Server is active

         

00:00:42

 01 Jan.

:The LAN DHCP Server is active

           

00:00:41

 01 Jan.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

00:00:41

 01 Jan.

CheesyNS name resolution is now active

           

00:00:40

 01 Jan.

wl0:WLAN has been deactivated (BTWifi-X) (band : 5GHz).

     

00:00:40

 01 Jan.

wl0:WLAN has been deactivated (BTWi-fi) (band : 5GHz).

     

00:00:40

 01 Jan.

wl1:WLAN has been deactivated (BTWifi-X) (band : 2.4GHz).

     

00:00:40

 01 Jan.

wl1:WLAN has been deactivated (BTWi-fi) (band : 2.4GHz).

     

00:00:40

 01 Jan.

wl1:WLAN has been activated (JRSWLAN) (band : 2.4GHz).

     

00:00:37

 01 Jan.

wl0Sad0/36) Channel Hopping initiated/Manually initiated

     

00:00:37

 01 Jan.

wl1Sad0/11) Channel Hopping initiated/Manually initiated

     

00:00:37

 01 Jan.

:The Modem has successfully powered up

         

00:00:37

 01 Jan.

:WDG Laststatus:: # Current boot was caused by Soft Reset (SAAF)

   

00:00:37

 01 Jan.

Mobile resilience ended : RX 0.000000 Mbytes/ TX 0.000000 Mbytes

   

00:00:29

 01 Jan.

:The Modem underwent a warm reset

         

00:00:24

 01 Jan.

:WAN: ethernet as WAN

             

01:51:52

 21 Nov.

:Connection to the Internet has been terminated.(Reboot

Reconfiguration

forced termination)

         

01:51:52

 21 Nov.

dsl:VDSL Link Down: duration was 281791 seconds

       

01:51:52

 21 Nov.

:VLAN VLAN_DATA disconnected

           

01:51:50

 21 Nov.

ppp1:The DYN ROUTE [212.159.6.9/32 gw 195.166.130.251] is deleted

   

01:51:50

 21 Nov.

ppp1:The DYN ROUTE [212.159.6.10/32 gw 195.166.130.251] is deleted

   

01:51:49

 21 Nov.

:A device reset was performed (GUI/Button)

         

01:48:51

 21 Nov.

Cheesyeleting port mapping rule (5802) by System

         

01:48:51

 21 Nov.

:Updating port mapping rule (5802) by System

       

01:48:47

 21 Nov.

Cheesyeleting port mapping rule (5801) by System

         

01:48:47

 21 Nov.

:Updating port mapping rule (5801) by System

       

01:48:44

 21 Nov.

Cheesyeleting port mapping rule (5800) by System

         

01:48:44

 21 Nov.

:Updating port mapping rule (5800) by System

       

01:30:28

 21 Nov.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

     

01:30:27

 21 Nov.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

     

01:30:27

 21 Nov.

ppp1:TR69 receiving InformResponse message

         

01:30:26

 21 Nov.

ppp1:TR69 event found : 6 CONNECTION REQUEST

       

01:30:26

 21 Nov.

ppp1:TR69 event found : 4 VALUE CHANGE

         

01:30:25

 21 Nov.

ppp1:TR69 sending Inform message

           

01:30:23

 21 Nov.

ppp1:TR69 event found : 6 CONNECTION REQUEST

       

01:30:23

 21 Nov.

ppp1:TR69 event found : 4 VALUE CHANGE

         

01:30:22

 21 Nov.

ppp1:TR69 sending Inform message

           

01:30:20

 21 Nov.

ppp1:TR69 creating new session with ACS

         

01:30:17

 21 Nov.

ppp1:TR69 ConnectionRequest: processing request from ACS

     
PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Down again. Chromecasts and Home hub still disconnected so i think we can discount those. Can see any other clues except the TR69's that still precede them.

although the drops aren't that frequent now, they are still irritating after so much stability.

15:22:57

 23 Nov.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

15:22:55

 23 Nov.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been initiated

15:22:55

 23 Nov.

ppp1:TR69 receiving InformResponse message

 

15:22:55

 23 Nov.

ppp1:The NTP server used is: ntp.homehub.btopenworld.com

15:22:55

 23 Nov.

ppp1:TR69 event found : 4 VALUE CHANGE

 

15:22:53

 23 Nov.

ppp1:TR69 sending Inform message

   

15:22:52

 23 Nov.

ppp1:TR69 event found : 4 VALUE CHANGE

 

15:22:51

 23 Nov.

ppp1:TR69 sending Inform message

   

15:22:48

 23 Nov.

ppp1:TR69 creating new session with ACS

 

15:22:43

 23 Nov.

ppp1:New DYN ROUTE is added [212.159.6.9/32 gw 195.166.130.254]

15:22:43

 23 Nov.

ppp1:New DYN ROUTE is added [212.159.6.10/32 gw 195.166.130.254]

15:22:42

 23 Nov.

ppp1TonguePP: PPP INFO 212.159.6.10

212.159.6.9

     

15:22:40

 23 Nov.

pppTonguePP: IPCP_NAK

       

15:22:40

 23 Nov.

pppTonguePP: CHAP_SUCCESS

     

15:22:40

 23 Nov.

pppTonguePP: CHAP_RESPONSE

     

15:22:40

 23 Nov.

pppTonguePP: LCP_GOOD_ACK

     

15:22:40

 23 Nov.

pppTonguePP: LCP_REQUEST

     

15:22:40

 23 Nov.

pppTonguePP: CHAP_RESPONSE

     

15:22:40

 23 Nov.

pppTonguePP: LCP_GOOD_ACK

     

15:22:40

 23 Nov.

pppTonguePP: LCP_REQUEST

     

15:22:40

 23 Nov.

TonguePPoE error: timeout

     

15:22:23

 23 Nov.

TonguePPoE error: timeout

     

15:22:21

 23 Nov.

:HTTP UserBasic login from 192.168.1.76 successfully

15:22:14

 23 Nov.

TonguePPoE error: timeout

     

15:22:08

 23 Nov.

TonguePPoE error: timeout

     

15:22:02

 23 Nov.

ptm0.101:VLAN VLAN_DATA connected

   

15:22:02

 23 Nov.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

15:22:02

 23 Nov.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

15:22:02

 23 Nov.

dsl:VDSL link Up: Down Rate=40879Kbps

 Up Rate=9999Kbps

 SNR Margin Down=0.00dB

 SNR Margin Up=6.00dB

15:21:34

 23 Nov.

:VLAN VLAN_DATA disconnected

   

15:21:33

 23 Nov.

:Connection to the Internet has been terminated.(Reboot

Reconfiguration

forced termination)

   

15:21:32

 23 Nov.

ppp1:The DYN ROUTE [212.159.6.9/32 gw 195.166.130.251] is deleted

15:21:32

 23 Nov.

ppp1:The DYN ROUTE [212.159.6.10/32 gw 195.166.130.251] is deleted

15:21:31

 23 Nov.

dsl:VDSL Link Down: duration was 221272 seconds

 

15:21:20

 23 Nov.

ppp1:TR69 ConnectionRequest Failed

   

15:21:20

 23 Nov.

ppp1:TR69 ConnectionRequest: processing request from ACS

15:20:15

 23 Nov.

ppp1:TR69 ConnectionRequest Failed

   

15:20:15

 23 Nov.

ppp1:TR69 ConnectionRequest: processing request from ACS

PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Just as an update, I saw a BT engineer ferreting around in 'my' Smiley cabinet a week or so ago. My connection has now been up for nearly 8 days. Hopefully its not a coincidence and things are fixed.

Baldrick1
Aspiring Hero
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Registered: ‎30-06-2016

Re: Rock solid smarthub gone wobbly last two days

Interesting, I was about to point out that the GEA Test here https://community.plus.net/t5/Fibre-Broadband/Rock-solid-smarthub-gone-wobbly-last-two-days/m-p/1585... indicates that there are regular retrains due to interference at your premises. Hopefully this is a red herring, but worth keeping in mind just in case.

PhyllisTyne
Aspiring Pro
Posts: 621
Thanks: 39
Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Thanks @Baldrick1. I think I probably am kidding myself that it is fixed as this line has had issues of and on for a few years and all fixes only seem temporary. Hopefully fibre to premises will arrive before I go mad Smiley

Plusnet Help Team
Plusnet Help Team
Posts: 640
Thanks: 172
Fixes: 26
Registered: ‎11-01-2018

Re: Rock solid smarthub gone wobbly last two days

 

Hi @PhyllisTyne

 

Thanks for getting in touch - just a quick reassurance that your connection looks fine from this side (in terms of the external connection), but please do get in touch if there's anything else you need.

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team
PhyllisTyne
Aspiring Pro
Posts: 621
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Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

Cheers Dave @RandallFlagg

PhyllisTyne
Aspiring Pro
Posts: 621
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Fixes: 3
Registered: ‎30-08-2007

Re: Rock solid smarthub gone wobbly last two days

A good run of over 10 days but went down at 12.14 today. Any clues from your end?