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Trying to figure out why my connection keeps dropping randomly

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Trying to figure out why my connection keeps dropping randomly

For the past week, I've been experiencing disconnections randomly and I don't know what's causing it. Unfortunately I don't have another Modem Router that is capable for VDSL so I'm stuck with the Plusnet Hub One router for the time being.

 

1. Product name: Plusnet Hub
2. Serial number: +081441+NQ61806167
3. Firmware version: Software version 4.7.5.1.83.8.226 Last updated 04/10/16
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 01:08:24
6. Data rate: 19978 / 79904
7. Maximum data rate: 24392 / 78778
8. Noise margin: 7.7 / 5.5
9. Line attenuation: 19.2 / 15.8
10. Signal attenuation: 19.1 / 15.8
11. Data sent/received: 1.5 GB / 44.6 GB
12. Broadband username:
13. 2.4 GHz Wireless network/SSID: [Removed]
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: [Removed]
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: 90:4d:4a:03:cf:28
23. Modulation: G.993.2 Annex B
24. Software variant: AA
25. Boot loader: 1.0.0

 

21:43:45, 24 Feb.    (349170.570000) Admin login successful by 192.168.1.64 on HTTP
21:42:43, 24 Feb.    (349108.510000) CWMP: session completed successfully
21:42:43, 24 Feb.    (349108.330000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
21:42:35, 24 Feb.    (349099.970000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:42:35, 24 Feb.    (349099.970000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:42:33, 24 Feb.    (349098.150000) WAN operating mode is VDSL
21:42:33, 24 Feb.    (349098.150000) Last WAN operating mode was VDSL
21:42:32, 24 Feb.    (349096.810000) PPP IPCP Receive Configuration ACK
21:42:32, 24 Feb.    (349096.800000) PPP IPCP Send Configuration Request
21:42:32, 24 Feb.    (349096.800000) PPP IPCP Receive Configuration NAK
21:42:32, 24 Feb.    (349096.790000) PPP IPCP Send Configuration ACK
21:42:32, 24 Feb.    (349096.790000) PPP IPCP Receive Configuration Request
21:42:32, 24 Feb.    (349096.780000) PPP IPCP Send Configuration Request
21:42:30, 24 Feb.    (349095.620000) PPPoE is up -​ Down Rate=79904Kbps, Up Rate=19978Kbps; SNR Margin Down=6.0dB, Up=7.7dB
21:42:30, 24 Feb.    (349095.600000) CHAP authentication successful
21:42:30, 24 Feb.    (349095.540000) CHAP Receive Challenge
21:42:30, 24 Feb.    (349095.540000) Starting CHAP authentication with peer
21:42:30, 24 Feb.    (349095.540000) PPP LCP Receive Configuration ACK
21:42:30, 24 Feb.    (349095.530000) PPP LCP Send Configuration Request
21:42:30, 24 Feb.    (349095.530000) PPP LCP Receive Configuration Reject
21:42:30, 24 Feb.    (349095.530000) PPP LCP Send Configuration ACK
21:42:30, 24 Feb.    (349095.530000) PPP LCP Receive Configuration Request
21:42:30, 24 Feb.    (349095.530000) PPP LCP Send Configuration Request
21:42:23, 24 Feb.    (349087.840000) New GUI session from IP 192.168.1.64
21:41:41, 24 Feb.    (349046.290000) PTM over DSL is up
21:41:39, 24 Feb.    (349044.200000) CWMP: session closed due to error: Could not resolve host
21:41:39, 24 Feb.    (349044.180000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:41:39, 24 Feb.    (349044.180000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:41:09, 24 Feb.    (349013.940000) CWMP: session closed due to error: Could not resolve host
21:41:09, 24 Feb.    (349013.910000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
21:41:09, 24 Feb.    (349013.900000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
21:41:09, 24 Feb.    (349013.660000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
21:41:07, 24 Feb.    (349011.890000) PTM over DSL is down after 1074 minutes uptime
21:41:07, 24 Feb.    (349011.890000) PPPoE is down after 1073 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
21:41:04, 24 Feb.    (349009.110000) PPP LCP Send Termination Request [User request]

Moderator's note by Mike (Mav): SSID removed from a public forum.

15 REPLIES
MKSlinky
Seasoned Pro
Posts: 860
Thanks: 239
Fixes: 3
Registered: 26-01-2016

Re: Trying to figure out why my connection keeps dropping randomly

A quick stab in the dark but are you using one of those 'Powerline Adaptors' like those made by TP-Link?

I know they cause those problems. 

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Re: Trying to figure out why my connection keeps dropping randomly

Nope.

MKSlinky
Seasoned Pro
Posts: 860
Thanks: 239
Fixes: 3
Registered: 26-01-2016

Re: Trying to figure out why my connection keeps dropping randomly

You're welcome!

Community Veteran
Posts: 5,237
Thanks: 1,321
Fixes: 31
Registered: 16-10-2014

Re: Trying to figure out why my connection keeps dropping randomly

@MKSlinky - One can but ask.

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Re: Trying to figure out why my connection keeps dropping randomly

No disconnection yesturday but it did today.

20:37:34, 26 Feb.     (517994.830000) Admin login successful by 192.168.1.64 on HTTP
20:37:07, 26 Feb.    (517968.110000) Port forwarding rule added via UPnP/TR064. Protocol: UDP, external ports: any-​>64674, internal ports: 64674, internal client: 192.168.1.64
20:36:56, 26 Feb.    BLOCKED 1 more packets (because of Spoofing protection)
20:36:55, 26 Feb.    IN: BLOCK [12] Spoofing protection (IGMP 192.168.1.254-​>224.0.0.22 on ptm0.101)
20:36:55, 26 Feb.    BLOCKED 1 more packets (because of Spoofing protection)
20:36:55, 26 Feb.    IN: BLOCK [12] Spoofing protection (IGMP 192.168.1.254-​>224.0.0.22 on ptm0)
20:36:49, 26 Feb.    (517949.880000) PTM over DSL is up
20:36:44, 26 Feb.    (517944.740000) Port forwarding rule deleted via UPnP/TR064. Protocol: UDP, external ports: any-​>59327, internal ports: 59327, internal client: 192.168.1.64
20:36:15, 26 Feb.    (517915.930000) New GUI session from IP 192.168.1.64
20:35:59, 26 Feb.    (517900.210000) CWMP: session closed due to error: Could not resolve host
20:35:59, 26 Feb.    (517900.200000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
20:35:59, 26 Feb.    (517900.190000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:35:29, 26 Feb.    (517869.950000) CWMP: session closed due to error: Could not resolve host
20:35:29, 26 Feb.    (517869.930000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
20:35:29, 26 Feb.    (517869.920000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
20:35:29, 26 Feb.    (517869.670000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
20:35:27, 26 Feb.    (517867.910000) PTM over DSL is down after 507 minutes uptime
20:35:27, 26 Feb.    (517867.910000) PPPoE is down after 506 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 2 -​ Down)]
20:35:25, 26 Feb.    IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.64]:21055 <-​-​> [51.9.211.130]:21055 -​ -​ -​ [41.254.9.195]:3425 ppp3 NAPT)
20:35:25, 26 Feb.    IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.64]:21055 <-​-​> [51.9.211.130]:21055 -​ -​ -​ [104.182.55.122]:64794 ppp3 NAPT)
20:35:25, 26 Feb.    IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.64]:21055 <-​-​> [51.9.211.130]:21055 -​ -​ -​ [188.238.233.144]:17859 ppp3 NAPT)
20:35:24, 26 Feb.    (517865.150000) PPP LCP Send Termination Request [User request]

SpendLessTime
Aspiring Hero
Posts: 2,523
Thanks: 671
Fixes: 60
Registered: 21-09-2009

Re: Trying to figure out why my connection keeps dropping randomly

Did you get or make a phone call at the time the line dropped?

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Re: Trying to figure out why my connection keeps dropping randomly

Nope.

SpendLessTime
Aspiring Hero
Posts: 2,523
Thanks: 671
Fixes: 60
Registered: 21-09-2009

Re: Trying to figure out why my connection keeps dropping randomly

Well there is no information in what you have provided so far to indicate the issue.

The best place to continue is with the phone fault guide https://www.plus.net/help/phone/phone-line-troubleshooting/ and if there is a phone fault, then get that fixed.

And then if that doesn't show an issue then move onto the FTTC Fault Guide https://community.plus.net/t5/Library/Broadband-Faults-Guide-FTTC/ba-p/1322788 which does at the end provide the link to log a fault.

It is worth going through the guides as Plusnet will ask you to do it anyway.

Although if the line is dropping once a day at most then they will probably not be able to class it as a fault to their

supplier.

jafreer
Rising Star
Posts: 832
Thanks: 49
Registered: 13-10-2012

Re: Trying to figure out why my connection keeps dropping randomly

Ask one of the forum staffers to run a line check for you and post the results. Some useful info there and would be interested to see if it indicates a copper fault.

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Re: Trying to figure out why my connection keeps dropping randomly

Would the issue of disconnections have anything to do with the faceplating on the master socket? I don't have a FTTC Faceplate and I'm using a microfilter connected to this type of faceplate.

 

1749i8300AFF98F330EBC.jpg

jafreer
Rising Star
Posts: 832
Thanks: 49
Registered: 13-10-2012

Re: Trying to figure out why my connection keeps dropping randomly

That shouldn't in itself cause disconnections. You are better moving to a filtered faceplate (MK3 or MK4 master socket) as it is a good idea in general, but I doubt this is what is causing the issue. That's not to say it isn't related to that, but in the absence of any additional information, there is no reason to assume it is that.

Do you have phone extension wiring in the house? If so, how many other sockets are there? How many microfilters are in use in the house? How many telephone extensions are being used? Is the modem plugged into the master socket or an extension socket?

If you have extension wiring, have you tried removing that lower faceplate (remove the 2 screws). That will remove any extension wiring. Try plugging the modem into the test socket via a microfilter and see if you still get disconnects. If you need the use of a phone whilst doing this test, plug your phone into the same microfilter and leave it like that to see if you get any disconnects. (Note: you don't need a microfilter if you are only using the modem for this test, but since modem cables usually use an RJ11 connector, you need the microfilter just to make the connection).

ExtremeZero
Grafter
Posts: 82
Thanks: 7
Registered: 10-05-2016

Re: Trying to figure out why my connection keeps dropping randomly

I've been thinking of moving to a filtered faceplate anyways but I haven't got the time to actually sit down and do it.

I don't have any phone extension wiring. There is only the master socket, one microfilter and the modem is connected directly to the master socket.

jafreer
Rising Star
Posts: 832
Thanks: 49
Registered: 13-10-2012

Re: Trying to figure out why my connection keeps dropping randomly

In that case I would proceed with getting the line check to see if there is a copper fault.

Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Trying to figure out why my connection keeps dropping randomly

Thanks for your PM, @ExtremeZero

I've run a line test for you and it's not identifying any problems.

I'd post the results up here but I'm not currently in the office so unable to paste the results in a meaningful table format.

Router's in sync at 79.9/20, no errors are showing, no bridge taps or cross talk detected, and the copper line test has also passed.

If the drops are significant I'd advise getting this reported to us at http://faults.plus.net
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff