This topic

Intermittent Drops - Multiple Engineers, No Resolution

CluedoWine — Tue, 29 Sep 2020 09:08:56 GMT

Hi all

Please can anyone advise if there's anything of concern indicated by the below? Our internet keeps dropping and we've had numerous engineers out, nothing seems to be fixing the problem. They haven't yet changed the overhead lines but we've had multiple engineers tell us that's probably what is needed.

Noise Line Test doesn't come up completely silent, there's this quiet humming noise (but it's not crackling etc). We've had a few engineers claim they heard noise but they've fixed the issue. Another engineer is coming out soon (our 8th or 9th at this point).

DSL uptime:0 days,01 Hours39 Mins21 Secs

Data rate:10 Mbps / 54.999 Mbps
Maximum data rate:27.487 Mbps / 59.910 Mbps
Noise margin:17.9 / 6.9
Line attenuation:10.8 / 16.3

Drops look like this on the technical log:

08:18:06, 29 Sep.

Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT

08:18:05, 29 Sep.

WHW INFO A station STA(FE:0B:69:1D:6A:C2) leave WHW infrastructure

08:18:04, 29 Sep.

SIP WAN DOWN

08:18:04, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

08:18:04, 29 Sep.

WAN Sensing Auto sensing Running

08:18:03, 29 Sep.

WHW INFO A station (SmartHub2)IF[2.4G](78:DD:12:13:E2:93):STA(FE:0B:69:1D:6A:C2)(Legacy Device) join WHW infrastructure

08:18:03, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

08:18:02, 29 Sep.

WAN Sensing Auto sensing Running

08:18:02, 29 Sep.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

08:18:02, 29 Sep.

DHCP device Connected: 192.168.1.121, fe:0b:69:1d:6a:c2, Charlies

08:18:02, 29 Sep.

LAN [ADD] ARP 192.168.1.121 with fe:0b:69:1d:6a:c2 from br0(wl0)

08:18:02, 29 Sep.

ARP [add] br0(wl0) 192.168.1.121 fe:0b:69:1d:6a:c2

08:18:01, 29 Sep.

PPP: Stopped PPP daemon(0,1,5)

08:18:01, 29 Sep.

PPP LCP Send Termination Request (User request)

08:18:01, 29 Sep.

PPP: IPCP down

08:18:01, 29 Sep.

PPP: LCP down

08:18:01, 29 Sep.

DSL Link Down: duration was 629 seconds

08:17:54, 29 Sep.

WHW INFO A station (SmartHub2)IF[5G](78:DD:12:13:E2:92):STA(FE:0B:69:1D:6A:C2)(Legacy Device) join WHW infrastructure

08:17:54, 29 Sep.

WHW INFO A station STA(FE:0B:69:1D:6A:C2) leave WHW infrastructure

08:07:09, 29 Sep.

SIP WAN DOWN

08:07:08, 29 Sep.

DHCP device Connected: 192.168.1.121, fe:0b:69:1d:6a:c2, Charlies

08:07:07, 29 Sep.

LAN [ADD] ARP 192.168.1.121 with fe:0b:69:1d:6a:c2 from br0(wl1)

08:07:07, 29 Sep.

ARP [add] br0(wl1) 192.168.1.121 fe:0b:69:1d:6a:c2

08:07:07, 29 Sep.

5G Client disassociate from fe:0b:69:1d:6a:c2 (IP=192.168.1.121) RSSI=0, Rate=0Mbps

08:07:05, 29 Sep.

SIP WAN DOWN

08:07:05, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

08:07:05, 29 Sep.

WAN Sensing Auto sensing Running

08:07:03, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

08:07:03, 29 Sep.

WAN Sensing Auto sensing Running

08:07:03, 29 Sep.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

08:07:02, 29 Sep.

WHW INFO A station (SmartHub2)IF[2.4G](78:DD:12:13:E2:93):STA(FE:0B:69:1D:6A:C2)(Legacy Device) join WHW infrastructure

08:07:02, 29 Sep.

WHW INFO A station STA(FE:0B:69:1D:6A:C2) leave WHW infrastructure

08:07:02, 29 Sep.

PPP: Stopped PPP daemon(0,1,5)

08:07:02, 29 Sep.

PPP LCP Send Termination Request (User request)

08:07:02, 29 Sep.

PPP: IPCP down

08:07:02, 29 Sep.

PPP: LCP down

08:07:02, 29 Sep.

DSL Link Down: duration was 3711 seconds

08:06:52, 29 Sep.

DHCP device Connected: 192.168.1.121, fe:0b:69:1d:6a:c2, Charlies

08:06:52, 29 Sep.

LAN [ADD] ARP 192.168.1.121 with fe:0b:69:1d:6a:c2 from br0(wl0)

08:06:49, 29 Sep.

WHW INFO A station (SmartHub2)IF[5G](78:DD:12:13:E2:92):STA(FE:0B:69:1D:6A:C2)(Legacy Device) join WHW infrastructure

08:06:36, 29 Sep.

WHW INFO A station (Wi-Fi Disc 08)IF[5G](0C:8E:29:0D:EE:0A):STA(FE:0B:69:1D:6A:C2) join WHW infrastructure

Re: Intermittent Drops - Multiple Engineers, No Resolution

pippincp — Tue, 29 Sep 2020 09:28:09 GMT

A line doesn't have to have crackling on it to be noisy. However, if you are using a cordless handset then a dull hum is normal, that's why a corded phone is always recommended (it will also work during a power cut).

Re: Intermittent Drops - Multiple Engineers, No Resolution

CluedoWine — Tue, 29 Sep 2020 10:11:09 GMT

Thanks Pippin - this was from a corded phone, so imagine that would be noise?

Just had another drop during an important work call 😞

DSL uptime:0 days,00 Hours03 Mins46 Secs

Data rate: 10 Mbps / 54.999 Mbps

Maximum data rate: 28.401 Mbps / 69.427 Mbps

Noise margin: 18.5 / 9.7

Line attenuation: 11.4 / 16.8

Signal attenuation: 11.4 / 21.3

11:05:26, 29 Sep.

CWMP: HDM socket closed successfully.

11:05:26, 29 Sep.

CWMP: HTTP authentication success from pbthdm.x.x.x

11:05:26, 29 Sep.

CWMP: HDM socket opened successfully.

11:05:26, 29 Sep.

CWMP: session completed successfully

11:05:26, 29 Sep.

CWMP: HDM socket closed successfully.

11:05:25, 29 Sep.

CWMP: HTTP authentication success from pbthdm.x.x.x

11:05:25, 29 Sep.

CWMP: HDM socket opened successfully.

11:05:25, 29 Sep.

CWMP: HDM socket opened successfully.

11:05:24, 29 Sep.

CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username

11:05:24, 29 Sep.

CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE

11:05:24, 29 Sep.

CWMP: Initializing transaction for event code 4 VALUE CHANGE

11:04:22, 29 Sep.

SIP WAN UP

11:04:20, 29 Sep.

NTP synchronization success

11:04:20, 29 Sep.

NTP Server: ntp.homehub.btopenworld.com

11:04:05, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

11:04:05, 29 Sep.

WAN Sensing Auto sensing Running

11:04:04, 29 Sep.

WAN IPv6 Global unicast prefix / length: 2a00:23c4:32a7:c700::/56

11:04:04, 29 Sep.

WAN IPv6 Global unicast address allocated: 2a00:23c4:32a7:c700::1/64

11:04:04, 29 Sep.

WAN DHCPv6 events: BOUND

11:04:04, 29 Sep.

NTP synchronization start

11:04:03, 29 Sep.

WAN DHCPv6 events: INIT

11:04:03, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

11:04:03, 29 Sep.

WAN Sensing Auto sensing Running

11:04:03, 29 Sep.

Success - secondary DNS servers

11:04:03, 29 Sep.

WAN connection WAN2_INTERNET_PTM connected

11:04:03, 29 Sep.

PPP: IPCP up

11:04:02, 29 Sep.

PPP IPCP Receive Configuration ACK

11:04:02, 29 Sep.

PPP IPV6CP Receive Configuration ACK

11:04:02, 29 Sep.

PPP IPCP Send Configuration Request

11:04:02, 29 Sep.

PPP IPCP Receive Configuration NAK

11:04:02, 29 Sep.

PPP IPCP Send Configuration ACK

11:04:02, 29 Sep.

PPP IPCP Receive Configuration Request

11:04:02, 29 Sep.

PPP IPV6CP Send Configuration ACK

11:04:02, 29 Sep.

PPP IPV6CP Receive Configuration Request

11:04:02, 29 Sep.

PPP IPV6CP Send Configuration Request

11:04:02, 29 Sep.

PPP IPCP Send Configuration Request

11:04:02, 29 Sep.

PPP: CHAP authentication succeeded

11:04:02, 29 Sep.

PPP CHAP Receive success : authentication successful

11:04:02, 29 Sep.

PPP CHAP Receive Challenge

11:04:02, 29 Sep.

PPP: LCP up

11:04:02, 29 Sep.

PPP LCP Receive Configuration ACK

11:04:02, 29 Sep.

PPP LCP Send Configuration ACK

11:04:02, 29 Sep.

PPP LCP Receive Configuration Request

11:04:01, 29 Sep.

PPP LCP Send Configuration Request

11:04:01, 29 Sep.

PPP: Received PADS

11:04:01, 29 Sep.

PPP: Sending PADR

11:04:01, 29 Sep.

PPP: Received PADO

11:04:01, 29 Sep.

PPP: Sending PADI

11:03:51, 29 Sep.

PPP: Sending PADI

11:03:46, 29 Sep.

PPP: Sending PADI

11:03:43, 29 Sep.

DSL Link Up: Down Rate=54999kbps, Up Rate=10000kbps; SNR Margin Down=9.9dB, Up=18.7dB

11:03:41, 29 Sep.

PPP: Sending PADI

11:03:36, 29 Sep.

PPP: Starting PPP daemon

11:03:35, 29 Sep.

WAN Auto-sensing detected port DSL WAN

11:03:04, 29 Sep.

SIP WAN DOWN

11:03:03, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

11:03:03, 29 Sep.

WAN Sensing Auto sensing Running

11:03:02, 29 Sep.

WAN Sensing Auto sensing Complete, interface selected

11:03:01, 29 Sep.

WAN Sensing Auto sensing Running

11:03:01, 29 Sep.

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

11:03:00, 29 Sep.

PPP: Stopped PPP daemon(0,1,5)

11:03:00, 29 Sep.

PPP LCP Send Termination Request (User request)

11:03:00, 29 Sep.

PPP: IPCP down

11:03:00, 29 Sep.

PPP: LCP down

11:03:00, 29 Sep.

DSL Link Down: duration was 9870 seconds

11:02:50, 29 Sep.

admin timeout from 192.168.1.92

10:49:46, 29 Sep.

WHW INFO A station (Wi-Fi Disc 08)IF[ETH](00:00:00:00:00:00):STA(2C:54:91:7A:26:7F) join WHW infrastructure

10:49:36, 29 Sep.

ARP [add] br0(wds0.4.1) 192.168.1.246 2c:54:91:7a:26:7f

10:49:36, 29 Sep.

WHW INFO A station STA(2C:54:91:7A:26:7F) leave WHW infrastructure

10:49:36, 29 Sep.

ARP [del] br0 192.168.1.246 2c:54:91:7a:26:7f

10:33:52, 29 Sep.

WHW INFO A station STA(1A:C1:81:2C:F2:D2) leave WHW infrastructure

Re: Intermittent Drops - Multiple Engineers, No Resolution

CluedoWine — Tue, 29 Sep 2020 10:23:40 GMT

And again - each time I get kicked off my work VPN so takes a good 5 minutes out of my day.

DSL uptime:0 days,00 Hours00 Mins49 Secs

Data rate:10 Mbps / 54.999 Mbps

Maximum data rate:29.060 Mbps / 71.374 Mbps

Noise margin:19.2 / 10.3

Line attenuation:10.6 / 16.1

Signal attenuation:10.6 / 20.3

11:22:26	29 Sep. CWMP: HDM socket closed successfully.
11:22:26	29 Sep. CWMP: HTTP authentication success from pbthdm.x.x.x
11:22:26	29 Sep. CWMP: HDM socket opened successfully.
11:22:26	29 Sep. CWMP: session completed successfully
11:22:26	29 Sep. CWMP: HDM socket closed successfully.
11:22:25	29 Sep. CWMP: HTTP authentication success from pbthdm.x.x.x
11:22:25	29 Sep. CWMP: HDM socket opened successfully.
11:22:25	29 Sep. CWMP: HDM socket opened successfully.
11:22:24	29 Sep. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
11:22:24	29 Sep. CWMP: Session start now	server: https://pbthdm.x.x.x
11:22:24	29 Sep. CWMP: Initializing transaction for event code 4 VALUE CHANGE
11:21:29	29 Sep. SIP WAN UP
11:21:19	29 Sep. NTP synchronization success
11:21:19	29 Sep. NTP Server: ntp.homehub.btopenworld.com
11:21:05	29 Sep. WAN Sensing Auto sensing Complete	interface selected
11:21:05	29 Sep. WAN Sensing Auto sensing Running
11:21:03	29 Sep. NTP synchronization start
11:21:03	29 Sep. WAN IPv6 Global unicast prefix / length: 2a00:23c4:32a7:c700::/56
11:21:03	29 Sep. WAN IPv6 Global unicast address allocated: 2a00:23c4:32a7:c700::1/64
11:21:03	29 Sep. WAN DHCPv6 events: BOUND
11:21:03	29 Sep. WAN Sensing Auto sensing Complete	interface selected
11:21:03	29 Sep. WAN Sensing Auto sensing Running
11:21:03	29 Sep. Success - secondary DNS servers
11:21:03	29 Sep. Success - primary DNS servers
11:21:03	29 Sep. WAN connection WAN2_INTERNET_PTM connected
11:21:03	29 Sep. WAN DHCPv6 events: INIT
11:21:02	29 Sep. PPP: IPCP up
11:21:02	29 Sep. PPP IPCP Receive Configuration ACK
11:21:02	29 Sep. PPP IPV6CP Receive Configuration ACK
11:21:02	29 Sep. PPP IPCP Send Configuration Request
11:21:02	29 Sep. PPP IPCP Receive Configuration NAK
11:21:02	29 Sep. PPP IPCP Send Configuration ACK
11:21:02	29 Sep. PPP IPCP Receive Configuration Request
11:21:02	29 Sep. PPP IPV6CP Send Configuration ACK
11:21:02	29 Sep. PPP IPV6CP Receive Configuration Request
11:21:02	29 Sep. PPP IPV6CP Send Configuration Request
11:21:02	29 Sep. PPP IPCP Send Configuration Request
11:21:02	29 Sep. PPP: CHAP authentication succeeded
11:21:02	29 Sep. PPP CHAP Receive success : authentication successful
11:21:02	29 Sep. PPP CHAP Receive Challenge
11:21:02	29 Sep. PPP: LCP up
11:21:02	29 Sep. PPP LCP Receive Configuration ACK
11:21:02	29 Sep. PPP LCP Send Configuration ACK
11:21:02	29 Sep. PPP LCP Receive Configuration Request
11:21:01	29 Sep. PPP LCP Send Configuration Request
11:21:01	29 Sep. PPP: Received PADS
11:21:01	29 Sep. PPP: Sending PADR
11:21:01	29 Sep. PPP: Received PADO
11:21:01	29 Sep. PPP: Sending PADI
11:20:56	29 Sep. PPP: Sending PADI
11:20:51	29 Sep. PPP: Sending PADI
11:20:46	29 Sep. PPP: Sending PADI
11:20:43	29 Sep. DSL Link Up: Down Rate=54999kbps	Up Rate=10000kbps; SNR Margin Down=10.3dB
11:20:41	29 Sep. PPP: Sending PADI
11:20:36	29 Sep. PPP: Starting PPP daemon
11:20:35	29 Sep. WAN Auto-sensing detected port DSL WAN
11:20:12	29 Sep. SIP WAN DOWN
11:20:09	29 Sep. SIP WAN DOWN
11:20:09	29 Sep. WAN Sensing Auto sensing Complete	interface selected
11:20:09	29 Sep. WAN Sensing Auto sensing Running
11:20:07	29 Sep. WAN Sensing Auto sensing Complete	interface selected
11:20:07	29 Sep. WAN Sensing Auto sensing Running
11:20:07	29 Sep. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
11:20:06	29 Sep. PPP: Stopped PPP daemon(0	1
11:20:06	29 Sep. PPP LCP Send Termination Request (User request)
11:20:05	29 Sep. PPP: IPCP down
11:20:05	29 Sep. PPP: LCP down
11:20:05	29 Sep. DSL Link Down: duration was 990 seconds
11:19:01	29 Sep. DHCP device Connected: 192.168.1.130	1a:c1:81:2c:f2:d2
11:19:01	29 Sep. LAN [ADD] ARP 192.168.1.130 with 1a:c1:81:2c:f2:d2 from br0(wl0)
11:19:01	29 Sep. ARP [add] br0(wl0) 192.168.1.130 1a:c1:81:2c:f2:d2
11:18:40	29 Sep. WHW INFO A station (SmartHub2)IF[5G](78:DD:12:13:E2:92):STA(1A:C1:81:2C:F2:D2)(Legacy Device) join WHW infrastructure

Re: Intermittent Drops - Multiple Engineers, No Resolution

PaddyB — Tue, 29 Sep 2020 11:13:37 GMT

Hi @CluedoWine,

Thank you for posting. I'm sorry you're having problems with your connection. I know how frustrating working from home with an unstable connection can be. If you send me your details, I can run a few checks on your line and hopefully help to get the service repaired.

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

Re: Intermittent Drops - Multiple Engineers, No Resolution

CluedoWine — Thu, 01 Oct 2020 08:48:55 GMT

Hi Paddy

Sorry for delayed response - our matter is now being treated as a 'priority' so hopefully will be fixed quickly, especially after we had the engineer apparently cancel the call-out yesterday because they saw no issues on the line and as this issue has now been ongoing for months with no resolution.

Any general information so we can better advocate for ourselves would be useful - e.g. is the noise margin I noted above too high (indicating high resistance fault) and do the log excerpts suggest an issue with the phone line rather than anything internal?

None of the engineers seem to listen or care when we detail what's been going on, never have the notes from the previous visits to show what work has already been done and just rely on a 2 minute test that they say shows 'no issue', even though I've stated multiple times it's an intermittent problem and can go a day (or once 6 days) without fault, whereas other days (like Tuesday) it dropped well over 30 times (stopped counting at that point).

Best

Re: Intermittent Drops - Multiple Engineers, No Resolution

imjolly — Thu, 01 Oct 2020 08:50:08 GMT

your high noise margin is normal and is due to you being on fibre 1 with 55mb down speed and attainable in 70's. if you were on fibre 2 then speed would be nearer attainable and noise margin would be at 6db

Re: Intermittent Drops - Multiple Engineers, No Resolution

CluedoWine — Thu, 01 Oct 2020 08:51:18 GMT

Thanks ImJolly, appreciate the reply!