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GregJames
Beginner
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Message 1 of 37

Disconnection when uploading files

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I have the BT Hub5 and fibre broadband - for over a year I was able to upload 7GB files to Dropbox, Google Drive or to my own website server without any problem.  For the past month whenever I try to upload anything over about 200MB, after a few minutes the connection drops and the modem goes orange.  Comes back a few seconds later but most services like Google drive have no resume function I have been unable to back up any large files for a month and it's driving me nuts.  

Spoke to BT and after much head scratching and a factory reset their conclusion was that "Uploads can be variable and I should expect this to be the case - furthermore there is nothing wrong with the line or their service and they don't support problems that aren't related to that"  Been trying about 6 hours to upload to a 350MB video to Google Drive.  Still haven't managed it.     Problem is, it wasn't the case a month ago - it's also not good enough to tell me that not being able to upload anything ..... EVER....is something I should expect!  

Has anyone got any ideas about this because I have tried everything I can think of and nothing works.  

Thanks.

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Keith_Beddoe
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Message 2 of 37

Re: Disconnection when uploading files

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If you are trying to upload files using a wireless connection, then a large number of wireless errors will crash the home hub.

 

It should be fine over an Ethernet connection.

 

Google Backup and Sync also allows you to restrict the upload speed, and that may also help.

 

Try the BT speed tester to see what your upload speed is.

 

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GregJames
Beginner
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Message 3 of 37

Re: Disconnection when uploading files

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I'm always on a wired connection when I'm uploading so that's not a problem.  Should I be restricting my upload speed?  I did read somewhere that if there is too much information going through that it can cause problems.   How do I do that?   It's currently at  6.34mbps   -   I've tried different browsers too - Chrome, IE, Safari and Firefox. 

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bogustrad
Beginner
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Message 4 of 37

Re: Disconnection when uploading files

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I have exactly the same problem with BT HUb 4.  Been working fine up until a few weeks ago and now best upload spead 0.25 MB and BT just told me it is within their perameters for wifi devices which is absurd.  I'll be switching to Vodafone unless resolved soon as affecting my work etc.

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Keith_Beddoe
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Message 5 of 37

Re: Disconnection when uploading files

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You said you were uploading files to Google drive. If you use the Google Backup and Sync program, you can change the upload speed.

However I suspect its an issue with the design of the home hub, so you may be better using a third party router, and not the home hub.

 

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smf22
Recognised Expert
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Message 6 of 37

Re: Disconnection when uploading files

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@GregJames. The Home Hub 5 is more than capable of the load your subjecting it to. I used them for many years with wired PC and NAS connected at Gigabit Ethernet speed and never found any issues with their ability to carry traffic. And to prove they're OK I just tested a Hub 5A and 5B with iperf to determine what speed I could get through them:

 

Hub 5A:

Unidirectional	A to B	0.0-60.0 sec  5.67 GBytes  812 Mbits/sec
Bi-Directional	A to B	0.0-60.0 sec  5.35 GBytes  766 Mbits/sec
		B to A	0.0-60.0 sec  4.94 GBytes  707 Mbits/sec

 

Hub 5B:

Unidirectional	A to B	0.0-60.0 sec  6.55 GBytes  937 Mbits/sec
Bi-Directional	A to B	0.0-60.0 sec  4.97 GBytes  711 Mbits/sec
		B to A	0.0-60.0 sec  5.71 GBytes  818 Mbits/sec

As you can see, both are capable of a sustained 1.5Gbps per second over a 60-second test so more than adequate for a broadband router.

 

To the problem in hand. Are there any errors in the log at the time the link drops, in particular are you seeing any LCP errors such as timeout? I wonder if the upload is simply saturating the link to the point where the periodic 'echo' between the Hub and the upstream BRAS/MSE router is being lost and so the PPPoE connection is being reset. You can get the errors from Troubleshooting -> Event Log and then filter on 'WAN'. Can you also post the line stats from the Hub? They can be found from Troubleshooting -> Helpdesk and posting lines 1-12.

 

GregJames
Beginner
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Message 7 of 37

Re: Disconnection when uploading files

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Thanks for the message.   Here are the WAN logs for this morning - since I turned the computer on (Mac)  I started an upload and it disconnected within 3 minutes of starting the upload.  Here are the WAN logs

08:07:55, 05 Sep.(154449.330000) WAN operating mode is VDSL
08:07:55, 05 Sep.(154449.330000) Last WAN operating mode was VDSL
08:07:54, 05 Sep.(154447.640000) PPP IPCP Receive Configuration ACK
08:07:54, 05 Sep.(154447.630000) PPP IPCP Send Configuration Request
08:07:54, 05 Sep.(154447.630000) PPP IPCP Receive Configuration NAK
08:07:54, 05 Sep.(154447.620000) PPP IPCP Send Configuration ACK
08:07:54, 05 Sep.(154447.620000) PPP IPCP Receive Configuration Request
08:07:54, 05 Sep.(154447.530000) PPP IPCP Send Configuration Request
08:07:52, 05 Sep.(154446.050000) PPPoE is up -​ Down Rate=47356Kbps, Up Rate=6678Kbps; SNR Margin Down=3.6dB, Up=5.8dB
08:07:52, 05 Sep.(154446.040000) CHAP authentication successful
08:07:52, 05 Sep.(154445.970000) CHAP Receive Challenge
08:07:52, 05 Sep.(154445.970000) Starting CHAP authentication with peer
08:07:52, 05 Sep.(154445.960000) PPP LCP Receive Configuration ACK
08:07:52, 05 Sep.(154445.960000) PPP LCP Send Configuration Request
08:07:52, 05 Sep.(154445.950000) PPP LCP Receive Configuration Reject
08:07:52, 05 Sep.(154445.950000) PPP LCP Send Configuration ACK
08:07:52, 05 Sep.(154445.950000) PPP LCP Receive Configuration Request
08:07:52, 05 Sep.(154445.950000) PPP LCP Send Configuration Request
08:07:17, 05 Sep.(154411.350000) PPPoE is down after 625 minutes uptime [Disconnected]
08:07:13, 05 Sep.(154407.410000) PPP LCP Send Termination Request [PPPoE PADT received]
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GregJames
Beginner
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Message 8 of 37

Re: Disconnection when uploading files

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And lines 1-12 of the helpdesk

1. Product name:BT Home Hub
2. Serial number:+068343+NQ43613016
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 04/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 12:32:05
6. Data rate:6678 / 47356
7. Maximum data rate:6678 / 47644
8. Noise margin:5.8 / 3.7
9. Line attenuation:26.0 / 24.6
10. Signal attenuation:25.9 / 22.2
11. Data sent/received:23.8 GB / 15.1 GB
12. Broadband username:bthomehub@btbroadband.com
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GregJames
Beginner
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Message 9 of 37

Re: Disconnection when uploading files

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Interestingly, it dropped out again while I was writing the previoius post.  Nothing was uploading.  The pattern is...I upload, it disconnects (orange light)... I cancel upload....it disconnects again after a few minutes (orange light)  and then it's fine for the rest of the day unless I try and upload a large file again.    Here are the logs and lines for the disconnection when NOT uploading.  Thanks for the help!

08:12:55, 05 Sep.(154748.680000) WAN operating mode is VDSL
08:12:55, 05 Sep.(154748.680000) Last WAN operating mode was VDSL
08:12:53, 05 Sep.(154747.040000) PPP IPCP Receive Configuration ACK
08:12:53, 05 Sep.(154746.790000) PPP IPCP Send Configuration Request
08:12:53, 05 Sep.(154746.780000) PPP IPCP Receive Configuration NAK
08:12:53, 05 Sep.(154746.780000) PPP IPCP Send Configuration ACK
08:12:53, 05 Sep.(154746.780000) PPP IPCP Receive Configuration Request
08:12:53, 05 Sep.(154746.570000) PPP IPCP Send Configuration Request
08:12:51, 05 Sep.(154745.130000) PPPoE is up -​ Down Rate=47356Kbps, Up Rate=6678Kbps; SNR Margin Down=3.7dB, Up=5.8dB
08:12:51, 05 Sep.(154745.110000) CHAP authentication successful
08:12:51, 05 Sep.(154745.020000) CHAP Receive Challenge
08:12:51, 05 Sep.(154745.020000) Starting CHAP authentication with peer
08:12:51, 05 Sep.(154745.010000) PPP LCP Receive Configuration ACK
08:12:51, 05 Sep.(154745.010000) PPP LCP Send Configuration Request
08:12:51, 05 Sep.(154745.000000) PPP LCP Receive Configuration Reject
08:12:51, 05 Sep.(154745.000000) PPP LCP Send Configuration ACK
08:12:51, 05 Sep.(154745.000000) PPP LCP Receive Configuration Request
08:12:51, 05 Sep.(154745.000000) PPP LCP Send Configuration Request
08:12:16, 05 Sep.(154710.320000) PPPoE is down after 4 minutes uptime [Disconnected]
08:12:12, 05 Sep.

(154706.410000) PPP LCP Send Termination Request [PPPoE PADT received

1. Product name:BT Home Hub
2. Serial number:+068343+NQ43613016
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 04/07/17
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 12:37:02
6. Data rate:6678 / 47356
7. Maximum data rate:6678 / 47464
8. Noise margin:5.8 / 3.6
9. Line attenuation:26.0 / 24.6
10. Signal attenuation:25.9 / 22.2
11. Data sent/received:24.0 GB / 15.1 GB
12. Broadband username:bthomehub@btbroadband.com
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smf22
Recognised Expert
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Message 10 of 37

Re: Disconnection when uploading files

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Is there anything before the log message at 08:07:13, 05 Sep? This message is indicating the upstream BRAS/MSE router sent a message to disconnect the PPPoE session, but what we can't see from this is the reason.

 

EDIT 1:

 

The download speed looks OK here, but the upload is pretty low. @Keith_Beddoe had suggested you may be able to limit the upload speed. Can you try that as it may prove my earlier thought that the 'echo' packet your Hub is sending to the upstream BRAS is being lost, and hence the reason the BRAS then sends the PADT.

 

EDIT 2:

 


If you can't rate limit Google Drive then perhaps try an open source test tool sending at a specific rate to a public server to see if we can figure out what the 'break point' would be. For example:

 

1. Download iperf3 for MAC from https://iperf.fr/iperf-download.php
2. Select a European hosted server from the list of Public iPerf3 servers e.g., bouygues.iperf.fr
3. Run a test sending to the server at a known rate for an extended period. For example the following sends a 2Mbps (-b 2M) stream for 5-minutes (-t 600), providing statistics at 30-second intervals (-i 30).

 

smf22@lampu:~$ iperf3 -c bouygues.iperf.fr -b 2M -i 30 -t 600
Connecting to host bouygues.iperf.fr, port 5201
[  4] local 2a00:23c5:550c:aaaa:bbbb:cccc:dddd:eeee port 34774 connected to 2001:860:f70a:100::2 port 5201
[ ID] Interval           Transfer     Bandwidth       Retr  Cwnd
[  4]   0.00-30.00  sec  7.20 MBytes  2.01 Mbits/sec    0    103 KBytes
[  4]  30.00-60.00  sec  7.12 MBytes  1.99 Mbits/sec    3   98.5 KBytes
[snip]
[  4] 570.00-600.00 sec  7.12 MBytes  1.99 Mbits/sec    3    101 KBytes
- - - - - - - - - - - - - - - - - - - - - - - - -
[ ID] Interval           Transfer     Bandwidth       Retr
[  4]   0.00-600.00 sec   143 MBytes  2.00 Mbits/sec  199             sender
[  4]   0.00-600.00 sec   143 MBytes  2.00 Mbits/sec                  receiver

iperf Done.

You could then gradually increase the traffic rate (-b 3M, -b 4M etc.) to see if you can work out what the 'break point'.

 

This of course doesn't help greatly with resolving your problem, but does at least provide a guide if you can find out how to limit upload rate on the applications.

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