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Disconnections.

longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Disconnections.

I spent this morning on the phone and after my second call. I got my connection up and running again.

 

Sometime yesterday my connection started dropping every few minutes. One of the things I tried was a router reset and after that I got a reliable steady connection but only as user setup@plusdsl.net . For some reason my account password had 'gone bad' and the first call I made, my account password was reset by the agent and I agreed to go and connect my router directly to the test socket via a filter. That didn't help and I called again.

 

My second call revealed that the password which the first agent had set to was too short! A second password reset resolved that and I could once again log on.

 

I've been connected for the afternoon until 22:00 hrs (or 21:00 hrs by router time) when my connection dropped again:-

21:00:13, 11 Jun. (33942.020000) PTM over DSL is down after 556 minutes uptime
21:00:13, 11 Jun. (33942.010000) PPPoE is down after 509 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
21:00:10, 11 Jun. (33939.080000) PPP LCP Send Termination Request [User request]

 

Until today, I was using my original Openreach modem connected to the router WAN port and was getting uptimes of around 2 weeks. The first agent hadn't heard of this configuration and insisted the router's own modem must be used.

 

I am going to leave things in the 'correct' configuration in the test socket with a filter to see how things develop. This disconnection problem with the HH5/PlusNet Hub One has been reported thousands of times here, in the BT forums and on ThinkBroadband going back at least to 2015 but I've never seen a definitive reason/solution.

 

p.s. - at least one problem that I had in the past has been resolved. An account password change now gets distributed around the internal systems correctly and shows up immediately in ftp and email logons.

8 REPLIES 8
longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

Managed to stay connected for 68 minutes.

22:11:33, 11 Jun. (38221.890000) PTM over DSL is down after 68 minutes uptime
22:11:33, 11 Jun. (38221.890000) PPPoE is down after 68 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
22:11:30, 11 Jun. (38218.980000) PPP LCP Send Termination Request [User request]
longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

23:58:29, 11 Jun.    (44638.240000) PTM over DSL is down after 94 minutes uptime
23:58:29, 11 Jun.    (44638.240000) PPPoE is down after 93 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
23:58:26, 11 Jun.    (44635.180000) PPP LCP Send Termination Request [User request]
--------------------------------------------------------------------------------------------------------------
00:42:57, 12 Jun.    (47306.100000) PTM over DSL is down after 41 minutes uptime
00:42:57, 12 Jun.    (47306.090000) PPPoE is down after 40 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
00:42:54, 12 Jun.    (47303.190000) PPP LCP Send Termination Request [User request]
---------------------------------------------------------------------------------------------------------------
01:21:35, 12 Jun.    (49623.510000) PTM over DSL is down after 36 minutes uptime
01:21:35, 12 Jun.    (49623.500000) PPPoE is down after 35 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
01:21:32, 12 Jun.    (49620.470000) PPP LCP Send Termination Request [User request]
---------------------------------------------------------------------------------------------------------------
Current DSL uptime:    0 days, 03:33:33  (at 05:59 hrs)

KatieC
Plusnet Help Team
Plusnet Help Team
Posts: 204
Thanks: 13
Fixes: 11
Registered: ‎23-12-2019

Re: Disconnections.

Hi @longedge

 

Sorry to hear of the disconnections.

 

I've had a look in to this and can see the regular drops. However, when testing the line, there doesn't appear to be a fault that would be causing this. The only thing that did flag up when testing the line, was that the location of the interference was 'customer premises'.

 

With this in mind, we'd need to ask that you carry out some home checks to try and rule out something internal being the cause.

 

If you haven't already done so, I would first advise having a run through our troubleshooting steps here and getting your router connected into the test socket for the time being as shown here.

 

If the issues then persist, please log a fault with us, and if you let us know once done, we can investigate further.  

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

It seems to have settled down a little now and the router shows:-

DSL uptime: 0 days, 16:09:57

 

It is, as I said, connected directly to the test socket using a filter i.e. using the inbuilt modem rather than what has for me been a more stable setup using my old HG612 modem. I shall leave it for now and see how things go.

 

As I said, this problem goes back many years both here and in BT Community forum affecting the HH5/PlusNet Hub One e.g. this thread from 2014.

 

The common sympton is always "PPP LCP Send Termination Request [User request]" preceding the disconnection of the session.

 

Unfortunately my Netgear router got fried and that together with the HG612 stayed up for weeks on end so if it becomes intolerable I'll fork out for my own equipment again 😃

 

RealAleMadrid
Seasoned Champion
Posts: 1,388
Thanks: 617
Fixes: 30
Registered: ‎07-07-2009

Re: Disconnections.

@longedge I would go back to using the HG612 connected to he hub 1 WAN port. The PlusNet support guy may not have heard of that configuration but it is perfectly OK to connect that way. Insisting that you use the built in modem is just stupid. I would say the HG612 is a better and more stable modem than that in the Hub 1. I have used the HG612 for several years with my own router and have never had a problem.😁

longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

Yes indeed, you and I know that and I shall do that before I buy a new router or router/modem.

longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

A link to another thread which sounds very much like what I'm going through at the moment. I've asked question in various places as to whether buying a replacement router is my best way forward and the final post there seems relevant.

 

Last few entries in my router log are showing something I haven't seen before, repeated "WAN operating mode is VDSL" entries without any preceding disconnection (log times are 'router time' i.e. 1 hour out):-

00:01:59, 20 Jun.    (120357.800000) WAN operating mode is VDSL
00:01:59, 20 Jun.    (120357.800000) Last WAN operating mode was VDSL
00:01:57, 20 Jun.    (120356.370000) PPP IPCP Receive Configuration ACK
00:01:57, 20 Jun.    (120356.370000) PPP IPCP Receive Configuration NAK
00:01:57, 20 Jun.    (120356.360000) PPP IPCP Send Configuration ACK
00:01:57, 20 Jun.    (120356.360000) PPP IPCP Receive Configuration Request
00:01:57, 20 Jun.    (120356.350000) PPP IPCP Send Configuration Request
00:01:57, 20 Jun.    (120356.350000) PPP IPCP Receive Configuration NAK
00:01:57, 20 Jun.    (120356.340000) PPP IPCP Send Configuration Request
00:01:57, 20 Jun.    (120356.320000) PPP IPCP Send Configuration ACK
00:01:57, 20 Jun.    (120356.320000) PPP IPCP Receive Configuration Request
00:01:53, 20 Jun.    (120352.320000) PPP IPCP Send Configuration ACK
00:01:53, 20 Jun.    (120352.310000) PPP IPCP Send Configuration Request
00:01:53, 20 Jun.    (120352.060000) PPP IPCP Receive Configuration Request
00:01:51, 20 Jun.    (120349.980000) WAN operating mode is VDSL
00:01:51, 20 Jun.    (120349.970000) Last WAN operating mode was VDSL
00:01:49, 20 Jun.    (120348.480000) PPP IPCP Receive Configuration ACK
00:01:49, 20 Jun.    (120348.480000) PPP IPCP Send Configuration ACK
00:01:49, 20 Jun.    (120348.470000) PPP IPCP Receive Configuration Request
00:01:49, 20 Jun.    (120347.980000) PPP IPCP Send Configuration Request
00:01:49, 20 Jun.    (120347.980000) PPP IPCP Receive Configuration NAK
00:01:44, 20 Jun.    (120343.570000) PPP IPCP Send Configuration ACK
00:01:44, 20 Jun.    (120343.560000) PPP IPCP Send Configuration Request
00:01:44, 20 Jun.    (120343.320000) PPP IPCP Receive Configuration Request
00:01:42, 20 Jun.    (120340.700000) WAN operating mode is VDSL
00:01:42, 20 Jun.    (120340.700000) Last WAN operating mode was VDSL
00:01:40, 20 Jun.    (120339.250000) PPP IPCP Receive Configuration ACK
00:01:40, 20 Jun.    (120339.170000) PPP IPCP Send Configuration ACK
00:01:40, 20 Jun.    (120339.160000) PPP IPCP Receive Configuration Request
00:01:40, 20 Jun.    (120339.130000) PPP IPCP Send Configuration Request
00:01:40, 20 Jun.    (120339.120000) PPP IPCP Receive Configuration NAK
00:01:40, 20 Jun.    (120339.110000) PPP IPCP Send Configuration Request
00:01:39, 20 Jun.    (120337.870000) PPPoE is up -​ Down Rate=54349Kbps, Up Rate=8121Kbps; SNR Margin Down=6.1dB, Up=6.0dB

longedge
Aspiring Pro
Posts: 366
Thanks: 51
Fixes: 3
Registered: ‎27-01-2008

Re: Disconnections.

The disconnections have slowly reduced since the engineer visit I had. Some external work and replacing the master socket hasn't cured the problem completely but I am now down to one or two disconnections a day. Going by my speedtest results I'm guessing that DLM has taken a hand in things as well, My download has dropped by around 8Mbps whilst the upload has remained more or less as it has been long term.

 

I have finally decided to replace my HomeHub and have ordered a Fritzbox 7350 to see if that will stabilise my connection.

 

Just bye the bye, I was very impressed with the cherry picker that the engineer called out. Wonderful tool but I imagine a lot more expensive than a set of ladders 😁

 

p.s. - anyone else got experience of the Fritzbox 7350?