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

[waxil]

Hi BT community.

I hope you can help me as this is driving me mad!

I am having regular but intermittent disconnections of my internet connection, which now seems to be occuring on a pattern at around 0530 & 1530 every day. Usually when I'm on an important conference call now that I'm working from home!! This has only just started happening in the last week or so, unfortunately the logs I've saved only go back to the 14th Aug, but it's been occuring every day since then.

My hub is a BTHH6-T9NC and my firmware version: SG4B1000E020.

Wifi is completely disabled except for the forced BT Hotspot as I have a pair of draytek access points in the celing and I also use a pi-hole for DHCP so that is disabled.

I have contacted the support team who have deduced that they need to send an engineer out, but I'm not hopeful that they will be able to resolve. Searching this forum it seems the only resolution was a change of ISP which I would like to avoid as I do like BT TV.

This is an excerpt from the logs at the times when the disconnections occur;

05:27:51, 19 Aug.

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

05:27:51, 19 Aug.

ppp1:TR69 unable to send Inform message

05:27:51, 19 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

05:27:49, 19 Aug.

ppp1:TR69 sending Inform message

05:27:48, 19 Aug.

ppp1:TR69 creating new session with ACS

05:27:35, 19 Aug.

eth1:IGMP join received for group 239.255.16.61 on interface eth1

05:27:28, 19 Aug.

eth1:IGMP join received for group 239.255.16.61 on interface eth1

05:27:28, 19 Aug.

eth1:IGMP join received for group 224.0.1.187 on interface eth1

05:27:27, 19 Aug.

eth1:IGMP join received for group 239.0.0.250 on interface eth1

05:27:13, 19 Aug.

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

05:27:12, 19 Aug.

ppp1:TR69 unable to send Inform message

05:27:12, 19 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

05:27:11, 19 Aug.

ppp1:TR69 sending Inform message

05:27:11, 19 Aug.

ppp1:TR69 creating new session with ACS

05:27:00, 19 Aug.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

05:27:00, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

BR_LAN: Allocated address = 2a00:23c4:f28f:2c00:d257:94ff:feb7:27e7 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated address = 2a00:23c4:f28f:2c01:d257:94ff:feb7:27e5 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:27:00, 19 Aug.

:WAN DHCPv6 Client Prefix : 2a00:23c4:f28f:2c00::/56 (valid time = 315360000 / preferred time = 315360000)

05:26:59, 19 Aug.

wl0.1:WiFi security settings have been successfully saved

05:26:59, 19 Aug.

wl0:WiFi security settings have been successfully saved

05:26:58, 19 Aug.

wl1:WiFi security settings have been successfully saved

05:26:55, 19 Aug.

ppp1:TR69 connectivity to (pbthdm.bt.mo) has failed
05:26:55, 19 Aug.

ppp1:TR69 unable to send Inform message

05:26:54, 19 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

05:26:53, 19 Aug.

ppp1:TR69 sending Inform message

05:26:53, 19 Aug.

ppp1:TR69 creating new session with ACS

05:26:52, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

05:26:52, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

05:26:51, 19 Aug.

eth1:IGMP join received for group 239.255.16.61 on interface eth1

05:26:48, 19 Aug.

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

05:26:48, 19 Aug.

ppp1:TR69 unable to send Inform message

05:26:48, 19 Aug.

ppp1:TR69 event found : 4 VALUE CHANGE

05:26:47, 19 Aug.

ppp1:TR69 sending Inform message

05:26:47, 19 Aug.

eth1:IGMP join received for group 239.255.16.61 on interface eth1

05:26:45, 19 Aug.

eth1:IGMP join received for group 239.0.0.250 on interface eth1

05:26:44, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

05:26:44, 19 Aug.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

05:26:44, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:44, 19 Aug.

BR_LAN: Allocated address = 2a00:23c4:f28f:2c00:d257:94ff:feb7:27e7 (valid time = 2026291200 / preferred time = 2026291200)

05:26:44, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:44, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:44, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:26:43, 19 Aug.

ppp1: Allocated address = 2a00:23c4:f28f:2c01:d257:94ff:feb7:27e5 (valid time = 2026291200 / preferred time = 2026291200)

05:26:43, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:43, 19 Aug.

ppp1:WAN DHCPv6 Mode : Statefull

05:26:43, 19 Aug.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

05:26:43, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

05:26:43, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is active

05:26:43, 19 Aug.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

05:26:43, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:43, 19 Aug.

BR_LAN: Allocated address = 2a00:23c4:f28f:2c00:d257:94ff:feb7:27e7 (valid time = 2026291200 / preferred time = 2026291200)

05:26:42, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:42, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

05:26:42, 19 Aug.

ppp1:WAN Router Discovery Setting Updated : M_flag = 1, O_flag = 0

05:26:42, 19 Aug.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

05:26:42, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is active

05:26:40, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

05:26:40, 19 Aug.

:WAN: SENSING AUTO VDSL

05:26:40, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been launched on Vlan 36

05:26:40, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is active

05:26:39, 19 Aug.

ppp1:New DYN ROUTE is added [81.139.57.100/32 gw 172.16.13.139]

05:26:39, 19 Aug.

ppp1:New DYN ROUTE is added [81.139.56.100/32 gw 172.16.13.139]

05:26:39, 19 Aug.

ppp1:The DYN ROUTE [81.139.57.100/32 gw 172.16.13.139] is deleted

05:26:39, 19 Aug.

ppp1:The DYN ROUTE [81.139.56.100/32 gw 172.16.13.139] is deleted

05:26:39, 19 Aug.

ppp1:TR69 creating new session with ACS

05:26:38, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

05:26:38, 19 Aug.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

05:26:38, 19 Aug.

BR_LAN: Allocated prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:38, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:38, 19 Aug.

ppp1: Allocated prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:26:37, 19 Aug.

ppp1:PPP: PPP INFO 81.139.56.100,81.139.57.100

05:26:37, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is active

05:26:37, 19 Aug.

ppp1:PPP: PPP INFO

05:26:37, 19 Aug.

BR_LAN:LAN Router Advertisement Setting Updated : M_flag = 0, O_flag = 1

05:26:37, 19 Aug.

ppp:PPP: IPCP_NAK

05:26:37, 19 Aug.

ppp:PPP: CHAP_SUCCESS

05:26:37, 19 Aug.

ppp:PPP: CHAP_RESPONSE

05:26:37, 19 Aug.

ppp:PPP: LCP_GOOD_ACK

05:26:37, 19 Aug.

ppp:PPP: LCP_REQUEST

05:26:37, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

05:26:37, 19 Aug.

ppp1:The WAN DHCPv6 Client Process has successfully been terminated on Vlan 36

05:26:36, 19 Aug.

:Connection has been terminated: remote station is not answering to LCP Echo requests.

05:26:36, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is active

05:26:36, 19 Aug.

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

05:26:36, 19 Aug.

BR_LAN:The LAN DHCPv6 Server is inactive

05:26:36, 19 Aug.

BR_LAN: Allocated prefix = fdaa:bbcc:ddee::/64 (valid time = 4293967296 / preferred time = 4293967296)

05:26:36, 19 Aug.

BR_LAN: Revoked prefix = 2a00:23c4:f28f:2c00::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:36, 19 Aug.

ppp1: Revoked prefix = 2a00:23c4:f28f:2c01::/64 (valid time = 2026291200 / preferred time = 2026291200)

05:26:36, 19 Aug.

ppp1: Revoked prefix = 2a00:23c4:f28f:2c00::/56 (valid time = 2026291200 / preferred time = 2026291200)

05:26:36, 19 Aug.

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

[waxil]

I have brought all the info into excel and this shows the extent of the issue. 75 disconnects in 5 days;

05:33:51 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:33:51 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:29:19 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:29:18 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:26:36 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:26:36 19 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:59:41 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:59:40 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:38:45 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:38:45 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:33:54 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:33:53 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:31:03 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:31:02 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:27:32 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:27:31 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:23:31 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:23:30 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
03:26:16 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
03:26:15 18 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:57:40 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:57:39 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:47:25 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:47:24 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:41:59 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:41:59 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:35:37 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:35:37 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:30:35 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:30:34 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:26:03 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:26:03 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:34:02 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:34:02 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:24:41 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:24:40 17 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:54:25 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:54:25 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:50:10 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:50:09 16 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:42:59 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:42:58 16 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:38:24 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:38:24 16 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:34:43 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:34:42 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:32:22 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:32:21 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:29:15 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:29:14 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:23:54 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:23:54 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:20:23 16 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:20:23 16 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:34:59 15 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:34:59 15 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:31:54 15 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:31:54 15 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:22:35 15 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:22:34 15 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:48:37 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:43:00 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:42:59 14 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:31:41 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:31:41 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:27:57 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
15:27:56 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:36:30 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:36:29 14 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:24:08 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:24:08 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:16:54 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
05:16:54 14 Aug. ppp1:Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
01:31:36 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)
01:31:36 14 Aug. :Connection to the Internet has been terminated.(Reboot Reconfiguration forced termination)

[Keith_Beddoe]

A forced disconnection can occur if the error count gets too high on your line.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

[waxil]

quiet line test seems pretty quiet.. some really low static but I put that down to being wireless handsets.

[Keith_Beddoe]

It would be helpful to post the connection information from your BT Home Hub, including sync speed and noise margin.

If you are using the BT 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 assume the home hub lights change colour when you get the disconnection?

Have you tried plugging the home hub into the test socket, and leaving it there for a few days, to see if you still get the disconnections?

Have you tried a factory reset of the home hub?

You could have an intermittent fault, especially if your phone line comes from a telephone pole.

[waxil]

Hi thanks again for your reply;

I assume the home hub lights change colour when you get the disconnection? Yes, flashing orange, then pink then blue again

Have you tried plugging the home hub into the test socket, and leaving it there for a few days, to see if you still get the disconnections? No I haven't tried that yet. I will though

Have you tried a factory reset of the home hub? No.

Data rate:

19.19 Mbps / 54.13 Mbps

Maximum data rate:

19176 / 56371

Noise margin:

6 dB / 6.3 dB

Line attenuation:

22.1 dB

Signal attenuation:

15.6 dB / 22.1 dB

[Keith_Beddoe]

That does look like some random disconnection issue. It could be caused by a bad connection on the master socket, especially if it one of the latest NTE 5C which has a clip on front section. 

Connecting directly into the test socket with a microfilter, would prove that, provided you have no other extension wiring which is incorrectly wired.

[waxil]

Why does it occur at the same times every day though?

There is no other wiring or extensions in the property and the socket was new last year when the property was renovated.

[Keith_Beddoe]

---

@waxil wrote:

Why does it occur at the same times every day though?

There is no other wiring or extensions in the property and the socket was new last year when the property was renovated.

---

Not sure, unless its something that you are doing at that time of day, perhaps interference from something that is on a timer?

[waxil]

Update 1.

I connected the router to the test socket last night and also switched off my business VPN access point (Aruba Networks) to rule that out of the issue.

Device still rebooted at it's usual 0530am "ish"

I have factory reset the router this morning and will wait for it's 1530 reboot this afternoon but will try to eliminate various devices from my smart home as the cause.. First culprit is the BT TV Humax box, which I will power off at the wall during it's next unexpected reboot.