Random dropouts, log included.

RobinsonUK — Tue, 21 Nov 2023 14:31:33 GMT

Hi,

I have a Fibre 2 connection and an Home Hub 5 Type A. I'm using Ethernet and Wireless. I get random dropouts once or twice a day (ethernet and wireless), where the internet just goes away for a few minutes before coming back again. The log for one such event is shown below. Can someone interpret it for me? How do I stop this happening? It can be expensive for me if I drop out when gaming. I've been a BT customer for 20 years but now wondering if other providers would be more reliable and/or whether I need a hub upgrade.

Another thing, I noticed there's been no firmware upgrade since 2019. Is that correct? I've done a factory reset on it (just now) and didn't get any thing new.

BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.264 | Last updated 04/03/19

Log:

(I x'd out IP addresses)

13:37:28, 21 Nov.	(65232.490000) PPP LCP Receive Configuration ACK
13:37:28, 21 Nov.	(65232.480000) PPP LCP Send Configuration Request
13:37:28, 21 Nov.	(65232.480000) PPP LCP Receive Configuration Reject
13:37:28, 21 Nov.	(65232.470000) PPP LCP Send Configuration ACK
13:37:28, 21 Nov.	(65232.470000) PPP LCP Receive Configuration Request
13:37:28, 21 Nov.	(65232.470000) PPP LCP Send Configuration Request
13:36:49, 21 Nov.	(65193.900000) CWMP: session closed due to error: Could not resolve host
13:36:48, 21 Nov.	(65192.570000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:36:48, 21 Nov.	(65192.560000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:36:46, 21 Nov.	(65190.200000) Ethernet is up
13:36:44, 21 Nov.	(65188.500000) Ethernet is down after 0 minutes uptime
13:36:30, 21 Nov.	(65174.150000) Ethernet is up
13:36:28, 21 Nov.	(65172.410000) Ethernet is down after 0 minutes uptime
13:36:23, 21 Nov.	(65167.630000) Ethernet is up
13:36:16, 21 Nov.	(65160.600000) CWMP: session closed due to error: Could not resolve host
13:36:16, 21 Nov.	(65160.420000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
13:36:16, 21 Nov.	(65160.410000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
13:36:15, 21 Nov.	(65159.670000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
13:36:13, 21 Nov.	(65157.330000) Ethernet is down after 1085 minutes uptime
13:36:13, 21 Nov.	(65157.330000) PPPoE is down after 1084 minutes uptime [Waiting for Underlying Connection (WAN Ethernet - Cable Disconnected)]
13:36:09, 21 Nov.	(65153.120000) PPP LCP Send Termination Request [User request]
13:33:08, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xxx.xx.xx.x]:32849->[xx.xxx.xxx.xxx]:22 on ppp1)
13:32:10, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xx.xxx.xxx.xxx]:44797->[xx.xxx.xxx.xxx]:8443 on ppp1)
13:30:08, 21 Nov.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 xxx.xxx.xxx.xx->xx.xxx.xxx.xxxon ppp1)
13:21:45, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [x.xxx.xxx.xxx]:36886->[xx.xxx.xxx.xxx]:8080 on ppp1)
13:19:19, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xx.xx.xxx.xxx]:52406->[xx.xxx.xxx.xxx]:8080 on ppp1)
13:05:42, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xx.xx.xxx.xx]:50019->[xx.xxx.xxx.xxx]:8443 on ppp1)
13:03:55, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xxx.xxx.xxx.xx]:39259->[xx.xxx.xxx.xxx]:22 on ppp1)
13:01:36, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xxx.xxx.xxx.xxx]:38962->[xx.xxx.xxx.xxx]:443 on ppp1)
12:59:29, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xxx.xxx.xxx.xx]:47210->[xx.xxx.xxx.xxx]:8443 on ppp1)
12:57:08, 21 Nov.	IN: BLOCK [16] Remote administration (ICMP type 8 code 0 xxx.xxx.xx.xxx->xx.xxx.xxx.xxxon ppp1)
12:52:24, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xx.xxx.xxx.xx]:30386->[xx.xxx.xxx.xxx]:80 on ppp1)
12:46:49, 21 Nov.	IN: BLOCK [16] Remote administration (TCP [xx.xx.xxx.xx]:46104->[xx.xxx.xxx.xxx]:22 on ppp1)

I don't know if this customer review on a Netgear product is significant:

"Fixed my BT Home Hub 5 reboot problem

Reviewed in the United Kingdom on 17 March 2016

Verified Purchase

For those of you who have had problems with BT Home Hub 5 on fibre, this is for you, Since last year my Hub 5 was rebooting itself at least every two days and sometimes twice a day. The cause of this is a connection protocol command "PPP LCP Send Termination Request [User request]" which forces the modem/router to reboot and re-establish the connection. You will see these in the Hub 5 system logs under the WAN filter. If you are online or streaming it is very disruptive.

BT sent me a new hub but it had the same problem and I gave up on their help desk eventually. Numerous feedback on the net demonstrates that this is a long time and widespread problem so BT must know about this yet they don't acknowledge or address the problem directly.

I have had the Netgear D6400 installed for three weeks now without any issues. It has a more robust user interface and your DNS settings are not locked down. I should have bought this a year ago!"

Re: Random dropouts, log included.

RobinsonUK — Wed, 22 Nov 2023 17:18:51 GMT

So I've done a few things like buying a shelving unit to put the OpenReach and Hub on, tidied all the cabling, untangling cables and so on. Made sure the plug extension is away from both the boxes. So far I haven't had any dropouts today or last night according to my Chrome Connection Monitor.

I've now also plugged in a landline phone (won't use it) to provide a "wetting current", though have no idea if this is useful. Kind-of like carrying a rabbit's foot around with you I suppose. New rj11 cable will arrive tomorrow. That will complete the set.

I will update the thread in a week or so. Perhaps it was just as simple as that.

Re: Random dropouts, log included.

RobinsonUK — Thu, 23 Nov 2023 17:57:11 GMT

Just fyi, I replaced the RJ11 cable to my box today with this "RGB Networks Ltd Super High Speed ADSL 2+". It's improved my down and up speed by about ten percent. I had one dropout last night at around 02:30, according to the log:

02:28:17, 23 Nov.	(104521.700000) PPPoE is down after 1741 minutes uptime [Disconnected]
02:28:15, 23 Nov.	(104519.480000) PPP LCP Send Termination Request [PPPoE PADT received]

Re: Random dropouts, log included.

Keith_Beddoe — Thu, 23 Nov 2023 16:33:22 GMT

@RobinsonUK

Please remove the link to Amazon, as its not permitted on this forum.

Thanks

Re: Random dropouts, log included.

RobinsonUK — Sun, 26 Nov 2023 20:55:20 GMT

I've continued to experience dropouts. Just had two reboots. From the log, filtering on "Boot", we have 0x3. As far as I'm aware 0x3 is wireless PCI failure (I'm wired anyway) and also kernel not responding to interrupts. That sounds like a firmware issue to me.

0x0: normal watchdog reset
0x1: watchdog reset caused by wireless PCI failure
0x2: watchdog reset caused by kernel not responding to interrupts
0x3: Returned if both bits 0x1 and 0x2 are set.

20:46:22, 26 Nov. ( 32.970000) System up, firmware version: 4.7.5.1.83.8.264 (Type A)
20:46:06, 26 Nov. ( 17.690000) System start
20:46:06, 26 Nov. ( 17.680000) Boot reason: watchdog reset (cause: 0x3)
20:34:38, 26 Nov. ( 32.750000) System up, firmware version: 4.7.5.1.83.8.264 (Type A)
20:34:22, 26 Nov. ( 17.410000) System start
20:34:22, 26 Nov. ( 17.410000) Boot reason: watchdog reset (cause: 0x3)

Strangely, I've had two replies to this thread moaning about my posting a link to Amazon and zero replies about my dropout problem.

Time for a new broadband supplier.

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