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zaqwsx007
Beginner
205 Views
Message 1 of 7

ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

 So I have been reporting this issue with you since I join, which is May 2020, yes, it is May 2020, more than a year. I got an issue with your broadband, now and then I'm getting disconnected, sometimes is often, sometimes is not. For example tonight, for more than 3 hours my internet disconnects every 10 minutes, so basically I can't use your service. Here you go, logs from the router below:

01:36:51, 05 Jun.

ppp1: Allocated prefix = 2a00:23c5:fa03:db01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:36:51, 05 Jun.

ppp1: Allocated prefix = 2a00:23c5:fa03:db00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:36:51, 05 Jun.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

01:36:51, 05 Jun.

ppp:PPP: IPCP_NAK

01:36:51, 05 Jun.

ppp:PPP: CHAP_SUCCESS

01:36:51, 05 Jun.

ppp:PPP: CHAP_RESPONSE

01:36:51, 05 Jun.

ppp:PPP: LCP_GOOD_ACK

01:36:51, 05 Jun.

ppp:PPP: LCP_REQUEST

01:36:49, 05 Jun.

:HTTP UserBasic login from 192.168.1.65 successfully

01:36:45, 05 Jun.

atm0.35:connection ATM_TV connected

01:36:45, 05 Jun.

atm0.38:connection ATM_DATA connected

01:36:45, 05 Jun.

dsl:ADSL link Up: Down Rate=19932Kbps, Up Rate=872Kbps, SNR Margin Down=10.50dB, SNR Margin Up=6.10dB

01:36:42, 05 Jun.

eth1:[Device Connected] MAC Address:a0:78:17:6d:37:75 Host Name: seb-mar IP Address: 192.168.1.65, lease duration is 86400 seconds.

01:36:42, 05 Jun.

BR_LAN:The DHCP options that are offered by the device (id:3): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,55,57,61,50,51,12 | RequestOption55: 1,121,3,6,15,114,119,252,95,44,46 | HostName: seb-mar | VendorId:

01:36:42, 05 Jun.

:DHCP Confirmation of Request

01:36:02, 05 Jun.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

01:36:01, 05 Jun.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

01:36:01, 05 Jun.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

You send to me more than 20 times engineers, your ones and Openreach engineers, all of them were saying, that everything is fine and alright, meaning, my equipment at home is in perfect state, as well outside my flat everything is working fine. To be able to talk to these your so-called engineers, I had to book days off from my work ( more than 20 times), no one paid me for these days, I just wasted them like I am wasting my mobile allowance to be able to use internet and issue hasn't been fixed, even when your engineers say that all is working. I already opened another complaint about your garbage service and I won't let you into my home anymore your useless engineers as I am not going to book another day off from my work and or my free time to hear the same **bleep** from your peoples or Openreach peoples.
I noticed that you facing plenty of posts about the same problem from plenty of peoples on that forum, so I can conclude that your whole company is a bunch of scammers, who are grabbing money from peoples for service which you are unable to provide. Where I can talk to someone who will fix this issue as this is some kind of nightmare. If you are unable to fix it I want to report that to the ombudsman so I demand from you a deadlock letter and I will move forward with this and I will try to retrieve money from you for all my losses which you caused!

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6 REPLIES 6
PaddyB
Moderator
Moderator
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Message 2 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

Hi @zaqwsx007,

Thank you for posting and welcome to the Community. I can understand your frustration and I'm sorry if you've been having problems with your connection.

To get a better understanding of what is causing the disconnections, please could you post the router stats. If you're using a Smart Hub, you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click Advanced Settings’ and then ‘Technical log.

I understand from your post the disconnections are intermittent but do the disconnection happens every day and if so do they occur around the same time each day?

When the connection is unstable have you tried a Quiet Line test to see if there is any noise on the line? 

A faulty phone line will have a negative impact on your broadband connection. If you haven't tried this you can run a quiet line test by dialling 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum. Any other noise could indicate a telephone fault which will impact the broadband.

Thanks, 

Paddy

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zaqwsx007
Beginner
179 Views
Message 3 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

I never said that this happen at the same period of the time, because it dont , it is random, sometimes i got days where everything is fine, sometimes my internet drops of couple times per day, sometimes like right now, since yesterday evening it drops with frequency of once per 5 to 10 minutes.

No I cant check Quite Line as I dont use any phone device, Im not using your landline, I dont have any phone plugged into your landline, so no , it is not the issue with faulty phone. 
I did post technical logs in my original post, but if you need it , I'll post it in the separate post:

 

 

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zaqwsx007
Beginner
176 Views
Message 4 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

01:36:51, 05 Jun.

ppp1: Allocated prefix = 2a00:23c5:fa03:db01::/64 (valid time = 2026291200 / preferred time = 2026291200)

01:36:51, 05 Jun.

ppp1: Allocated prefix = 2a00:23c5:fa03:db00::/56 (valid time = 2026291200 / preferred time = 2026291200)

01:36:51, 05 Jun.

ppp1:PPP: PPP INFO 81.139.57.100,81.139.56.100

01:36:51, 05 Jun.

ppp:PPP: IPCP_NAK

01:36:51, 05 Jun.

ppp:PPP: CHAP_SUCCESS

01:36:51, 05 Jun.

ppp:PPP: CHAP_RESPONSE

01:36:51, 05 Jun.

ppp:PPP: LCP_GOOD_ACK

01:36:51, 05 Jun.

ppp:PPP: LCP_REQUEST

01:36:49, 05 Jun.

:HTTP UserBasic login from 192.168.1.65 successfully

01:36:45, 05 Jun.

atm0.35:connection ATM_TV connected

01:36:45, 05 Jun.

atm0.38:connection ATM_DATA connected

01:36:45, 05 Jun.

dsl:ADSL link Up: Down Rate=19932Kbps, Up Rate=872Kbps, SNR Margin Down=10.50dB, SNR Margin Up=6.10dB

01:36:42, 05 Jun.

eth1:[Device Connected] MAC Address:a0:78:17:6d:37:75 Host Name: seb-mar IP Address: 192.168.1.65, lease duration is 86400 seconds.

01:36:42, 05 Jun.

BR_LAN:The DHCP options that are offered by the device (id:3): DiscoverOptions: | DiscoverOption55: | RequestOptions: 53,55,57,61,50,51,12 | RequestOption55: 1,121,3,6,15,114,119,252,95,44,46 | HostName: seb-mar | VendorId:

01:36:42, 05 Jun.

:DHCP Confirmation of Request

01:36:02, 05 Jun.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

01:36:01, 05 Jun.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

01:36:01, 05 Jun.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

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Devon_Dave
Distinguished Guru
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Message 5 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

There could be noise present on your landline that could be causing these dropouts. You could prove this by plugging a phone into your telephone socket. 

(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
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Gary_C
Aspiring Expert
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Message 6 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

This issue does often seem to be nothing to do with the line or signal quality, but some error in the system (though it might be)
I had it with one hub a number of years ago.

Best solution I would recommend is to replace the BT hub with a third party wifi router. This then prevents BT sending reboot commands to your router which in my case stopped the problems your having.

Are you on VDSL broadband ?, there are plenty of choices for a new router and while it may seem an expense you should not have to pay, in reality I would prefer to use my own router.

For example a TP-LINK TD-W9970 IEEE 802.11n ADSL2+, VDSL2 Modem/Wireless Router is very cheap and while it would need setting up and might not be quite as fast, it would at least let you know if its the problem.

You could also get BT to send a new hub and see if that sorts it 

By the way, most people on here are just normal BT customers such as yourself so its always worth remembering that (as its very easy to get very frustrated with internet connections and then with people on here 🙂 )

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Gary_C
Aspiring Expert
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Message 7 of 7

Re: ppp1:TR69 connectivity to (pbthdm.bt.mo) has been closed

Might also be worth posting the hub type and firmware version.
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