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Distinguished Sage
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Message 21 of 42

Re: Broadband keeps dropping out

if the disconnections were happening a lot I would have expected the noise margin to be very high by now

you posted your browser directed you to restart the hub have you got desktop help installed if so the general feeling of community members is it is not needed and can in some cases cause more problems than it ever solves so you can safely uninstall it
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Sprightly47
Contributor
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Message 22 of 42

Re: Broadband keeps dropping out

A trouble shooter called me back last night following up my previous problems from 0800 111 4567 and when they attempted to take control of my laptop at around 19:20 the Internet dropped out as they were establishing a remote connection. They asked me to use the pin hole reset, which also had no effect, and the Broadband light continued to flash orange from around 19:20 until some time after 23:00. The logs show reconnection at 00:48:-- this morning. I attach overlapping logs taken last night at around 23:00, and this morning at 09:00. You will note the change in date from 01 January to 07 or 08 March after the hub reconnects.

Clearly complete loss on Broadband for hours on end on alternate days is unacceptable, as was the loss of service (but not complete loss of broadband) almost every night for the past few months and an unreliable service for long periods over the preceeding years. There must be a reason for this.  Is anyone any nearer establishing the cause from the mounting log data?

00:48:48, 08 Mar.
(19656.940000) PPP IPCP Receive Configuration ACK
00:48:48, 08 Mar.
(19656.630000) PPP IPCP Send Configuration Request
00:48:48, 08 Mar.
(19656.630000) PPP IPCP Receive Configuration NAK
00:48:46, 08 Mar.
(19654.410000) PPP IPCP Send Configuration ACK
00:48:46, 08 Mar.
(19654.410000) PPP IPCP Receive Configuration Request
00:48:44, 08 Mar.
(19653.080000) PPP IPCP Send Configuration Request
00:48:44, 08 Mar.
(19653.080000) WAN operating mode is DSL
00:48:42, 08 Mar.
(19651.000000) PPPoA is up - VPI: 0, VCI:38
00:48:42, 08 Mar.
(19650.990000) CHAP authentication successful
00:48:42, 08 Mar.
(19650.920000) CHAP Receive Challenge
00:48:42, 08 Mar.
(19650.910000) Starting CHAP authentication with peer
00:48:42, 08 Mar.
(19650.910000) PPP LCP Receive Configuration ACK
00:48:42, 08 Mar.
(19650.890000) PPP LCP Send Configuration Request
00:48:42, 08 Mar.
(19650.890000) PPP LCP Receive Configuration Reject
00:48:42, 08 Mar.
(19650.890000) PPP LCP Send Configuration ACK
00:48:42, 08 Mar.
(19650.890000) PPP LCP Receive Configuration Request
00:48:42, 08 Mar.
(19650.740000) PPP LCP Send Configuration Request
00:48:39, 08 Mar.
(19647.980000) ETHoA is up - VPI: 0, VCI:35
00:48:39, 08 Mar.
(19647.980000) DSL is up
00:48:39, 08 Mar.
(19647.230000) DSL noise margin: 5.90 dB upstream, 5.70 dB downstream
00:48:36, 08 Mar.
(19645.080000) DSL line rate: 1064 Kbps upstream, 7192 Kbps downstream
19:21:57, 07 Mar.
( 45.530000) WAN Auto-sensing running.
19:20:48, 07 Mar.
(15554.490000) PPP LCP Send Termination Request [User request]
15:03:43, 07 Mar.
( 128.860000) PPP IPCP Receive Configuration ACK

 

Note that the 00:00:45 entry from the log take yesterday has become the 19:21:57 7 March entry since a connection with Broadband has been re-established, which as you can see did not occur until 00:48:36 today.

Wan Log 23:00 7 March

 

00:00:45, 01 Jan.
( 45.530000) WAN Auto-sensing running.
19:20:48, 07 Mar.
(15554.490000) PPP LCP Send Termination Request [User request]
15:03:43, 07 Mar.
( 128.860000) PPP IPCP Receive Configuration ACK
15:03:43, 07 Mar.
( 128.860000) PPP IPCP Receive Configuration NAK
15:03:43, 07 Mar.
( 128.860000) PPP IPCP Send Configuration ACK
15:03:43, 07 Mar.
( 128.860000) PPP IPCP Receive Configuration Request
15:03:43, 07 Mar.
( 128.810000) PPP IPCP Send Configuration Request
15:03:43, 07 Mar.
( 128.800000) PPP IPCP Receive Configuration NAK
15:03:42, 07 Mar.
( 127.930000) PPP IPCP Send Configuration Request
15:03:41, 07 Mar.
( 126.340000) PPP IPCP Send Configuration ACK
15:03:41, 07 Mar.
( 126.340000) PPP IPCP Receive Configuration Request
15:03:37, 07 Mar.
( 122.650000) PPP IPCP Send Configuration Request
15:03:37, 07 Mar.
( 122.650000) WAN operating mode is DSL
15:03:37, 07 Mar.
( 122.650000) Last WAN operating mode was DSL
15:03:33, 07 Mar.
( 118.940000) PPPoA is up - VPI: 0, VCI:38
15:03:33, 07 Mar.
( 118.910000) CHAP authentication successful
15:03:33, 07 Mar.
( 118.850000) CHAP Receive Challenge
15:03:33, 07 Mar.
( 118.840000) Starting CHAP authentication with peer
15:03:33, 07 Mar.
( 118.840000) PPP LCP Receive Configuration ACK
15:03:33, 07 Mar.
( 118.670000) PPP LCP Send Configuration Request
15:03:33, 07 Mar.
( 118.670000) PPP LCP Receive Configuration Reject
15:03:32, 07 Mar.
( 118.070000) PPP LCP Send Configuration ACK
15:03:32, 07 Mar.
( 118.070000) PPP LCP Receive Configuration Request
15:03:32, 07 Mar.
( 117.650000) PPP LCP Send Configuration Request
15:03:28, 07 Mar.
( 113.730000) ETHoA is up - VPI: 0, VCI:35
15:03:28, 07 Mar.
( 113.730000) DSL is up
15:03:27, 07 Mar.
( 112.970000) DSL noise margin: 5.90 dB upstream, 6.00 dB downstream
15:03:25, 07 Mar.
( 111.040000) DSL line rate: 1133 Kbps upstream, 8626 Kbps downstream
15:02:17, 07 Mar.
( 43.150000) WAN Auto-sensing running.
15:01:14, 07 Mar.
(153694.100000) PPP LCP Send Termination Request [User request]

 TR069 Log 8 March

Time and date
Message
08:18:22, 08 Mar.
(46630.710000) CWMP: session completed successfully
08:18:18, 08 Mar.
(46627.130000) CWMP: Set Parameter by TR069 Success
08:18:18, 08 Mar.
(46626.870000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
08:18:16, 08 Mar.
(46625.070000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:18:16, 08 Mar.
(46625.060000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
08:18:15, 08 Mar.
(46623.420000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
08:18:12, 08 Mar.
(46621.090000) CWMP: session completed successfully
08:18:12, 08 Mar.
(46620.840000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
08:18:09, 08 Mar.
(46617.930000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:18:09, 08 Mar.
(46617.920000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'
08:18:08, 08 Mar.
(46616.280000) CWMP: Initializing transaction for event code 2 PERIODIC
00:50:41, 08 Mar.
(19769.650000) CWMP: session completed successfully
00:50:41, 08 Mar.
(19769.340000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:50:36, 08 Mar.
(19764.320000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:50:36, 08 Mar.
(19764.320000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
00:50:34, 08 Mar.
(19762.560000) CWMP: session completed successfully
00:50:33, 08 Mar.
(19761.780000) CWMP: Set Parameter by TR069 failure 9007: Invalid parameter value
00:50:33, 08 Mar.
(19761.460000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:50:31, 08 Mar.
(19759.980000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:50:31, 08 Mar.
(19759.350000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:50:31, 08 Mar.
(19759.340000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
00:50:28, 08 Mar.
(19757.140000) CWMP: session completed successfully
00:50:11, 08 Mar.
(19740.050000) CWMP: Set Parameter by TR069 Success
00:50:07, 08 Mar.
(19736.030000) CWMP: Set Parameter by TR069 Success
00:50:07, 08 Mar.
(19735.790000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:50:05, 08 Mar.
(19733.980000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:50:05, 08 Mar.
(19733.440000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:50:04, 08 Mar.
(19732.180000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:50:04, 08 Mar.
(19732.180000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST'
00:50:03, 08 Mar.
(19731.760000) CWMP: session completed successfully
00:50:02, 08 Mar.
(19730.800000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:49:59, 08 Mar.
(19727.990000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:49:59, 08 Mar.
(19727.950000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:49:59, 08 Mar.
(19727.950000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST'
00:49:59, 08 Mar.
(19727.550000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:49:54, 08 Mar.
(19722.360000) CWMP: session completed successfully
00:49:53, 08 Mar.
(19722.090000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:49:52, 08 Mar.
(19720.410000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:49:52, 08 Mar.
(19720.400000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST'
00:49:51, 08 Mar.
(19720.000000) CWMP: session completed successfully
00:49:47, 08 Mar.
(19715.160000) CWMP: Set Parameter by TR069 Success
00:49:46, 08 Mar.
(19714.880000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:49:45, 08 Mar.
(19713.460000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:49:45, 08 Mar.
(19713.400000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:49:45, 08 Mar.
(19713.390000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST'
00:49:44, 08 Mar.
(19713.010000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:49:42, 08 Mar.
(19710.480000) CWMP: session completed successfully
00:49:42, 08 Mar.
(19710.230000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
00:49:36, 08 Mar.
(19705.120000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
00:49:36, 08 Mar.
(19705.110000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP'
00:49:36, 08 Mar.
(19704.720000) CWMP: session completed successfully
00:49:33, 08 Mar.
(19701.890000) CWMP: Initializing transaction for event code 0 BOOTSTRAP
00:49:33, 08 Mar.
(19701.770000) CWMP: Set Parameter by TR069 Success
00:49:33, 08 Mar.
(19701.440000) CWMP: HTTP authentication success from http://pbthdmw.bt.mo
00:49:30, 08 Mar.
(19699.030000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
00:49:30, 08 Mar.
(19699.020000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'
00:49:30, 08 Mar.
(19698.640000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST
00:49:27, 08 Mar.
(19695.570000) CWMP: session completed successfully
00:49:24, 08 Mar.
(19692.670000) CWMP: Set Parameter by TR069 Success
00:49:24, 08 Mar.
(19692.380000) CWMP: HTTP authentication success from http://pbthdmw.bt.mo
00:48:51, 08 Mar.
(19659.270000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
00:48:51, 08 Mar.
(19659.260000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
19:38:14, 07 Mar.
( 1022.210000) CWMP: session closed due to error: No response
19:38:13, 07 Mar.
( 1022.170000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
19:38:13, 07 Mar.
( 1022.160000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
19:24:20, 07 Mar.
( 188.680000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
19:23:13, 07 Mar.
( 121.890000) CWMP: session closed due to error: No response
19:23:13, 07 Mar.
( 121.870000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
19:23:13, 07 Mar.
( 121.870000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
19:22:43, 07 Mar.
( 91.750000) CWMP: session closed due to error: No response
19:22:04, 07 Mar.
( 53.100000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
19:22:04, 07 Mar.
( 53.090000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
19:22:04, 07 Mar.
( 52.770000) CWMP: Initializing transaction for event code 0 BOOTSTRAP
15:04:59, 07 Mar.
( 205.070000) CWMP: session completed successfully

 TR069 Log 7 March

Time and date
Message
00:17:02, 01 Jan.
( 1022.210000) CWMP: session closed due to error: No response
00:17:01, 01 Jan.
( 1022.170000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
00:17:01, 01 Jan.
( 1022.160000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
00:03:08, 01 Jan.
( 188.680000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
00:02:01, 01 Jan.
( 121.890000) CWMP: session closed due to error: No response
00:02:01, 01 Jan.
( 121.870000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
00:02:01, 01 Jan.
( 121.870000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
00:01:31, 01 Jan.
( 91.750000) CWMP: session closed due to error: No response
00:00:52, 01 Jan.
( 53.100000) CWMP: Server URL: http://pbthdmw.bt.mo; Connecting as user: Default username
00:00:52, 01 Jan.
( 53.090000) CWMP: Session start now. Event code(s): '0 BOOTSTRAP,4 VALUE CHANGE'
00:00:52, 01 Jan.
( 52.770000) CWMP: Initializing transaction for event code 0 BOOTSTRAP
15:04:59, 07 Mar.
( 205.070000) CWMP: session completed successfully
15:04:58, 07 Mar.
( 204.790000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
15:04:56, 07 Mar.
( 202.020000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:04:56, 07 Mar.
( 202.010000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
15:04:54, 07 Mar.
( 200.190000) CWMP: session completed successfully
15:04:51, 07 Mar.
( 197.200000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
15:04:45, 07 Mar.
( 191.600000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
15:04:44, 07 Mar.
( 190.090000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:04:44, 07 Mar.
( 190.070000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
15:04:11, 07 Mar.
( 157.480000) CWMP: session closed due to error: WGET TLS error
15:03:57, 07 Mar.
( 143.140000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:03:57, 07 Mar.
( 143.120000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
15:03:09, 07 Mar.
( 94.700000) CWMP: session closed due to error: No response
15:03:09, 07 Mar.
( 94.620000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:03:09, 07 Mar.
( 94.600000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
15:02:38, 07 Mar.
( 63.930000) CWMP: session closed due to error: No response
15:02:21, 07 Mar.
( 46.970000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
15:02:21, 07 Mar.
( 46.950000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
15:02:20, 07 Mar.
( 46.230000) CWMP: Initializing transaction for event code 1 BOOT
20:24:29, 06 Mar.
(86684.710000) CWMP: session completed successfully
20:24:29, 06 Mar.
(86684.450000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
20:24:24, 06 Mar.
(86680.000000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
20:24:24, 06 Mar.
(86679.990000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

 

Note:

At no time did I request termination, other than when I pressed “Reset” in order to attempt to re-establish a lost internet connection or at the request of the troubleshooter. The connection had already been lost by then.

 

At all times from the onset of problems (c.a. 15:00), I was working from my laptop over an Ethernet connection.

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Sprightly47
Contributor
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Message 23 of 42

Re: Broadband keeps dropping out

I have desktop helper installed, but it's no help at all.

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Distinguished Sage
Distinguished Sage
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Message 24 of 42

Re: Broadband keeps dropping out

desktop help often causes more problems than it helps and that is why the posts on the forum recommend removing desktop help



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Sprightly47
Contributor
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Message 25 of 42

Re: Broadband keeps dropping out

I'll take it off then, but I doubt it has anything to do with the dropouts, or the inability of the Hub to reconnect.

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Distinguished Sage
Distinguished Sage
749 Views
Message 26 of 42

Re: Broadband keeps dropping out

you may well be right but it was interfering with wifi connections and removing it and letting windows handle the wifi was a better solution



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moses
Newbie
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Message 27 of 42

Re: Broadband keeps dropping out

I have exactly the same issue. Whether watching my direct wired smart tv or all wireless devices. My phone continually flashes a message about a unstable connection. My tablet whilst watching netflix constantly disconnects and reconnects to the wifi and flashes up a message. My PS4 when online drops out constantly. When I first contacted BT the one person I spoke to was good, ran loads of tests and said that there was alot of instability in my line, she instructed me to remove faceplate of my phone socket and plug into test socket. They sent new home hub3. I was told if this didnt sort the issue they would send engineer. Still same issue and when ever I contacted BT they tried to sell me a wireless booster and another conversation I was told new home hub was faulty and they wanted to replace it again!! Yet refused to send someone out to check the line. I rang to cancel service and as I was out of contract was basically told that issue wouldnt be sorted until I entered a new contract. Im going elsewhere and if the problem persists it will be external and still BTs problem to solve.
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Distinguished Sage
Distinguished Sage
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Message 28 of 42
Moved:

Re: Broadband keeps dropping out

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Distinguished Sage
Distinguished Sage
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Message 29 of 42

Re: Broadband keeps dropping out


@moses wrote:
 Im going elsewhere and if the problem persists it will be external and still BTs problem to solve.

It will not be your ISP BT Retail's problem if you moved to another provider.  It would be openreach problem regardless of which ISP you choose (apart from cable) as they are responsible for the lines.

 

although openreach are a member of BT Group they treat all ISPs the same and no preference to BT Retail - as per OFCOM rulling



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Sprightly47
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Message 30 of 42

Re: Broadband keeps dropping out

We were out from 06:30 until 19:30 yesterday, and would ask for your opinion on the cause of the following extracts from yesterday's log:

 

08:44:32, 09 Mar.	(134605.270000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
08:44:24, 09 Mar.	(134596.380000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:44:24, 09 Mar.	(134596.370000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:43:52, 09 Mar.	(134564.600000) CWMP: session closed due to error: No response
08:43:52, 09 Mar.	(134564.380000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:43:52, 09 Mar.	(134564.360000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:43:21, 09 Mar.	(134533.930000) CWMP: session closed due to error: No response
08:43:20, 09 Mar.	(134533.170000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username


08:44:09, 09 Mar.	(134581.330000) DSL is up
08:44:08, 09 Mar.	(134580.530000) DSL noise margin: 5.90 dB upstream, 6.20 dB downstream
08:44:06, 09 Mar.	(134578.870000) DSL line rate: 1136 Kbps upstream, 6648 Kbps downstream
08:43:16, 09 Mar.	(134528.950000) DSL is down after 690 minutes uptime
08:43:16, 09 Mar.	(134528.950000) ETHoA is down after 690 minutes uptime
08:43:16, 09 Mar.	(134528.530000) PPPoA is down after 690 minutes uptime [Waiting for Underlying Connection (WAN DSL - Up)]
08:43:12, 09 Mar.	(134525.030000) PPP LCP Send Termination Request [User request]

21:12:32, 08 Mar.	(93081.050000) ETHoA is up - VPI: 0, VCI:35
21:12:32, 08 Mar.	(93081.050000) DSL is up
21:12:32, 08 Mar.	(93080.200000) DSL noise margin: 5.90 dB upstream, 6.10 dB downstream
21:12:29, 08 Mar.	(93078.100000) DSL line rate: 1120 Kbps upstream, 6100 Kbps downstream
21:11:35, 08 Mar.	(93023.610000) DSL is down after 499 minutes uptime
21:11:35, 08 Mar.	(93023.610000) ETHoA is down after 499 minutes uptime
21:11:20, 08 Mar.	(93008.660000) PPP LCP Send Termination Request [Peer not responding]
21:10:23, 08 Mar.	(92951.540000) Starting CHAP authentication with peer

 Any thoughts?

 

BT are sending me a new hub - again. I'm not convinced. The log seems to show no problems yesterday evening, but does in the morning when I was not here. I've included a bit of the 8th evening as well as yet again the Internet was unuseable, yet the Broadband light was on and steady for most of the evening, although it did go steady orange for a time.

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