This topic

Repeated Disconnects

nckwlkr — Sun, 31 Aug 2025 13:45:51 GMT

Hi, hopefully someone can help. My broadband keeps disconnecting and BT don't seem to be able to solve the problem.

Extract from router logs below;

13:51:31 31 Aug. Receive a DHCP request
13:51:26 31 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
13:51:26 31 Aug. Receive a DHCP request
13:51:25 31 Aug. WHW INFO A station (SmartHub2)IF[5G](18:58:80:73:65:CC):STA(F2:C5:B2:47:58:16)(Legacy Device) join WHW infrastructure
13:50:49 31 Aug. DHCP device Connected: 192.168.1.97 96:ea:70:ad:30:3e iPhone
13:50:49 31 Aug. 5G Client associate from 96:ea:70:ad:30:3e (IP=192.168.1.97) RSSI=-49 Rate=780Mbps host iPhone
13:50:49 31 Aug. LAN [ADD] ARP 192.168.1.97 with 96:ea:70:ad:30:3e from br0(wl0)
13:50:48 31 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
13:50:48 31 Aug. ARP [add] br0(wl0) 192.168.1.97 96:ea:70:ad:30:3e
13:50:48 31 Aug. Receive a DHCP request
13:50:48 31 Aug. WHW INFO A station (SmartHub2)IF[5G](18:58:80:73:65:CC):STA(96:EA:70:AD:30:3E)(Legacy Device) join WHW infrastructure
13:47:44 31 Aug. SIP WAN DOWN
13:47:35 31 Aug. SIP WAN DOWN
13:47:35 31 Aug. TLS 0 Close
13:47:34 31 Aug. WAN Sensing Auto sensing Complete interface selected
13:47:34 31 Aug. WAN Sensing Auto sensing Running
13:47:33 31 Aug. WAN Sensing Auto sensing Complete interface selected
13:47:33 31 Aug. WAN Sensing Auto sensing Running
13:47:33 31 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:47:31 31 Aug. PPP: Stopped PPP daemon(0 1 5)
13:47:31 31 Aug. PPP LCP Send Termination Request (User request)
13:47:31 31 Aug. PPP: IPCP down
13:47:31 31 Aug. PPP: LCP down
13:47:31 31 Aug. DoS(Port Scanning): IN=ppp1 OUT= MAC= src=161.97.91.167 DST=109.158.63.116 LEN=72 TOS=0x00 PREC=0x00 TTL=116 ID=766 DF PROTO=TCP SPT=0 DPT=0 WINDOW=800 RES=0x30 URGP=0 MARK=0x8000000
13:47:31 31 Aug. DSL Link Down: duration was 3162 seconds

This happened four times this morning.

Re: Repeated Disconnects

Leanne_T — Mon, 01 Sep 2025 13:34:23 GMT

Hi there @nckwlkr

Thanks for coming to the community.

If you have reported the broadband disconnecting to our broadband tech guides, did they advise you to try any troubleshooting or let you know what is needed?

Our Fix your BT Broadband connection problems page has troubleshooting to try and get this resolved.

Thanks.

Leanne.

Re: Repeated Disconnects

nckwlkr — Mon, 01 Sep 2025 13:51:59 GMT

Thanks. The first engineer call resulted in a “reset” of the link with no definitive diagnosis.

When the fault recurred the second engineer told me to raise my hub “off the floor at least a foot” which seemed bizarre as I pointed out I wasn’t having trouble with WiFi but with the DSL link.

its only happened once today however so I’m watching and waiting:-)

Re: Repeated Disconnects

iniltous — Mon, 01 Sep 2025 18:44:14 GMT

It’s possible the advice to raise the hub from off the floor was to aid ventilation, perhaps they suspected that the hub was getting too hot if it were sat (for example) on a carpet.

Re: Repeated Disconnects

nckwlkr — Mon, 01 Sep 2025 19:04:06 GMT

Possible, although he didn’t ask and it isn’t (tiles). I couldn’t raise it anyway as I have two hardwired connections under the floor.

That said, only one disconnect today 🙂