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Infinity 2 - Connection problems (PPP LCP Send Termination Request [User request])

Hi guys,

 

Around 3 days ago we had the infinity 2 fiber package installed into my house, since then we have had random disconnections which result in the HH5 flashing orange which would indicate a problem with the connection. 

 

To try and find the problem, i have been recording the WAN event logs and i am seeing around 15+ PPP termination requests a day. Due to this our IP profile has dropped to 30up/7down, i do realize that they say it would take 3-10 days to settle but this amount of connection problems is a bit excessive. 

 

Here is an example of the WAN logs taken from the 03/12/13:

23:58:00, 02 Dec. (107399.480000) WAN operating mode is VDSL
23:58:00, 02 Dec. (107399.480000) Last WAN operating mode was VDSL
23:57:59, 02 Dec. (107398.550000) PPP IPCP Receive Configuration ACK
23:57:59, 02 Dec. (107398.530000) PPP IPCP Send Configuration Request
23:57:59, 02 Dec. (107398.530000) PPP IPCP Receive Configuration NAK
23:57:59, 02 Dec. (107398.510000) PPP IPCP Send Configuration ACK
23:57:59, 02 Dec. (107398.510000) PPP IPCP Receive Configuration Request
23:57:59, 02 Dec. (107398.510000) PPP IPCP Send Configuration Request
23:57:59, 02 Dec. (107398.510000) CHAP authentication successful
23:57:58, 02 Dec. (107398.190000) CHAP Receive Challenge
23:57:58, 02 Dec. (107398.190000) Starting CHAP authentication with peer
23:57:58, 02 Dec. (107398.190000) PPP LCP Receive Configuration ACK
23:57:58, 02 Dec. (107398.170000) PPP LCP Send Configuration Request
23:57:58, 02 Dec. (107398.170000) PPP LCP Receive Configuration Reject
23:57:58, 02 Dec. (107398.170000) PPP LCP Send Configuration ACK
23:57:58, 02 Dec. (107398.170000) PPP LCP Receive Configuration Request
23:57:58, 02 Dec. (107398.160000) PPP LCP Send Configuration Request
23:57:47, 02 Dec. (107387.070000) PPP LCP Send Termination Request [User request]
23:53:49, 02 Dec. (107149.300000) WAN operating mode is VDSL
23:53:49, 02 Dec. (107149.300000) Last WAN operating mode was VDSL
23:53:48, 02 Dec. (107148.370000) PPP IPCP Receive Configuration ACK
23:53:48, 02 Dec. (107148.350000) PPP IPCP Send Configuration Request
23:53:48, 02 Dec. (107148.350000) PPP IPCP Receive Configuration NAK
23:53:48, 02 Dec. (107148.340000) PPP IPCP Send Configuration ACK
23:53:48, 02 Dec. (107148.340000) PPP IPCP Receive Configuration Request
23:53:48, 02 Dec. (107148.330000) PPP IPCP Send Configuration Request
23:53:48, 02 Dec. (107148.330000) CHAP authentication successful
23:53:48, 02 Dec. (107148.050000) CHAP Receive Challenge
23:53:48, 02 Dec. (107148.050000) Starting CHAP authentication with peer
23:53:48, 02 Dec. (107148.050000) PPP LCP Receive Configuration ACK
23:53:48, 02 Dec. (107148.030000) PPP LCP Send Configuration Request
23:53:48, 02 Dec. (107148.030000) PPP LCP Receive Configuration Reject
23:53:48, 02 Dec. (107148.030000) PPP LCP Send Configuration ACK
23:53:48, 02 Dec. (107148.030000) PPP LCP Receive Configuration Request
23:53:48, 02 Dec. (107148.020000) PPP LCP Send Configuration Request
23:53:39, 02 Dec. (107139.280000) PPP LCP Send Termination Request [User request]
23:39:10, 02 Dec. (106269.710000) WAN operating mode is VDSL
23:39:10, 02 Dec. (106269.710000) Last WAN operating mode was VDSL
23:39:09, 02 Dec. (106268.770000) PPP IPCP Receive Configuration ACK
23:39:09, 02 Dec. (106268.760000) PPP IPCP Send Configuration Request
23:39:09, 02 Dec. (106268.750000) PPP IPCP Receive Configuration NAK
23:39:09, 02 Dec. (106268.740000) PPP IPCP Send Configuration ACK
23:39:09, 02 Dec. (106268.740000) PPP IPCP Receive Configuration Request
23:39:09, 02 Dec. (106268.740000) PPP IPCP Send Configuration Request
23:39:09, 02 Dec. (106268.740000) CHAP authentication successful
23:39:09, 02 Dec. (106268.590000) CHAP Receive Challenge
23:39:09, 02 Dec. (106268.590000) Starting CHAP authentication with peer
23:39:09, 02 Dec. (106268.590000) PPP LCP Receive Configuration ACK
23:39:09, 02 Dec. (106268.570000) PPP LCP Send Configuration Request
23:39:09, 02 Dec. (106268.570000) PPP LCP Receive Configuration Reject
23:39:09, 02 Dec. (106268.570000) PPP LCP Send Configuration ACK
23:39:09, 02 Dec. (106268.570000) PPP LCP Receive Configuration Request
23:39:09, 02 Dec. (106268.560000) PPP LCP Send Configuration Request
23:38:59, 02 Dec. (106259.240000) PPP LCP Send Termination Request [User request]
23:19:28, 02 Dec. (105088.280000) WAN operating mode is VDSL
23:19:28, 02 Dec. (105088.280000) Last WAN operating mode was VDSL
23:19:27, 02 Dec. (105087.330000) PPP IPCP Receive Configuration ACK
23:19:27, 02 Dec. (105087.320000) PPP IPCP Send Configuration Request
23:19:27, 02 Dec. (105087.310000) PPP IPCP Receive Configuration NAK
23:19:27, 02 Dec. (105087.300000) PPP IPCP Send Configuration ACK
23:19:27, 02 Dec. (105087.300000) PPP IPCP Receive Configuration Request
23:19:27, 02 Dec. (105087.300000) PPP IPCP Send Configuration Request
23:19:27, 02 Dec. (105087.300000) CHAP authentication successful
23:19:27, 02 Dec. (105087.160000) CHAP Receive Challenge
23:19:27, 02 Dec. (105087.160000) Starting CHAP authentication with peer
23:19:27, 02 Dec. (105087.160000) PPP LCP Receive Configuration ACK
23:19:27, 02 Dec. (105087.140000) PPP LCP Send Configuration Request
23:19:27, 02 Dec. (105087.140000) PPP LCP Receive Configuration Reject
23:19:27, 02 Dec. (105087.140000) PPP LCP Send Configuration ACK
23:19:27, 02 Dec. (105087.140000) PPP LCP Receive Configuration Request
23:19:27, 02 Dec. (105087.130000) PPP LCP Send Configuration Request
23:19:18, 02 Dec. (105078.250000) PPP LCP Send Termination Request [User request]
22:49:42, 02 Dec. (103301.940000) WAN operating mode is VDSL
22:49:42, 02 Dec. (103301.940000) Last WAN operating mode was VDSL
22:49:41, 02 Dec. (103300.990000) PPP IPCP Receive Configuration ACK
22:49:41, 02 Dec. (103300.970000) PPP IPCP Send Configuration Request
22:49:41, 02 Dec. (103300.970000) PPP IPCP Receive Configuration NAK
22:49:41, 02 Dec. (103300.950000) PPP IPCP Send Configuration ACK
22:49:41, 02 Dec. (103300.950000) PPP IPCP Receive Configuration Request
22:49:41, 02 Dec. (103300.950000) PPP IPCP Send Configuration Request
22:49:41, 02 Dec. (103300.950000) CHAP authentication successful
22:49:41, 02 Dec. (103300.820000) CHAP Receive Challenge
22:49:41, 02 Dec. (103300.820000) Starting CHAP authentication with peer
22:49:41, 02 Dec. (103300.820000) PPP LCP Receive Configuration ACK
22:49:41, 02 Dec. (103300.800000) PPP LCP Send Configuration Request
22:49:41, 02 Dec. (103300.800000) PPP LCP Receive Configuration Reject
22:49:41, 02 Dec. (103300.800000) PPP LCP Send Configuration ACK
22:49:41, 02 Dec. (103300.800000) PPP LCP Receive Configuration Request
22:49:41, 02 Dec. (103300.790000) PPP LCP Send Configuration Request
22:49:32, 02 Dec. (103292.110000) PPP LCP Send Termination Request [User request]
22:33:38, 02 Dec. (102338.410000) WAN operating mode is VDSL
22:33:38, 02 Dec. (102338.410000) Last WAN operating mode was VDSL
22:33:37, 02 Dec. (102337.450000) PPP IPCP Receive Configuration ACK
22:33:37, 02 Dec. (102337.440000) PPP IPCP Send Configuration Request
22:33:37, 02 Dec. (102337.430000) PPP IPCP Receive Configuration NAK
22:33:37, 02 Dec. (102337.420000) PPP IPCP Send Configuration ACK
22:33:37, 02 Dec. (102337.420000) PPP IPCP Receive Configuration Request
22:33:37, 02 Dec. (102337.420000) PPP IPCP Send Configuration Request
22:33:37, 02 Dec. (102337.420000) CHAP authentication successful
22:33:37, 02 Dec. (102337.370000) CHAP Receive Challenge
22:33:37, 02 Dec. (102337.370000) Starting CHAP authentication with peer
22:33:37, 02 Dec. (102337.370000) PPP LCP Receive Configuration ACK
22:33:37, 02 Dec. (102337.350000) PPP LCP Send Configuration Request
22:33:37, 02 Dec. (102337.350000) PPP LCP Receive Configuration Reject
22:33:37, 02 Dec. (102337.350000) PPP LCP Send Configuration ACK
22:33:37, 02 Dec. (102337.350000) PPP LCP Receive Configuration Request
22:33:37, 02 Dec. (102337.340000) PPP LCP Send Configuration Request
22:33:28, 02 Dec. (102327.680000) PPP LCP Send Termination Request [User request]
22:33:15, 02 Dec. (102314.940000) WAN operating mode is VDSL
22:33:15, 02 Dec. (102314.940000) Last WAN operating mode was VDSL
22:33:14, 02 Dec. (102313.990000) PPP IPCP Receive Configuration ACK
22:33:14, 02 Dec. (102313.970000) PPP IPCP Send Configuration Request
22:33:14, 02 Dec. (102313.960000) PPP IPCP Receive Configuration NAK
22:33:14, 02 Dec. (102313.950000) PPP IPCP Send Configuration ACK
22:33:14, 02 Dec. (102313.950000) PPP IPCP Receive Configuration Request
22:33:14, 02 Dec. (102313.950000) PPP IPCP Send Configuration Request
22:33:14, 02 Dec. (102313.950000) CHAP authentication successful
22:33:14, 02 Dec. (102313.820000) CHAP Receive Challenge
22:33:14, 02 Dec. (102313.810000) Starting CHAP authentication with peer
22:33:14, 02 Dec. (102313.800000) PPP LCP Send Configuration ACK
22:33:14, 02 Dec. (102313.800000) PPP LCP Receive Configuration Request
22:33:14, 02 Dec. (102313.780000) PPP LCP Receive Configuration ACK
22:33:14, 02 Dec. (102313.760000) PPP LCP Send Configuration Request
22:33:14, 02 Dec. (102313.760000) PPP LCP Receive Configuration Reject
22:33:14, 02 Dec. (102313.750000) PPP LCP Send Configuration Request
22:33:11, 02 Dec. (102310.750000) PPP LCP Send Configuration Request
22:33:01, 02 Dec. (102301.330000) PPP LCP Send Termination Request [User request]
22:27:51, 02 Dec. (101991.010000) WAN operating mode is VDSL
22:27:51, 02 Dec. (101991.010000) Last WAN operating mode was VDSL
22:27:50, 02 Dec. (101990.040000) PPP IPCP Receive Configuration ACK
22:27:50, 02 Dec. (101990.020000) PPP IPCP Send Configuration Request
22:27:50, 02 Dec. (101990.020000) PPP IPCP Receive Configuration NAK
22:27:50, 02 Dec. (101990.000000) PPP IPCP Send Configuration ACK
22:27:50, 02 Dec. (101990.000000) PPP IPCP Receive Configuration Request
22:27:50, 02 Dec. (101990.000000) PPP IPCP Send Configuration Request
22:27:50, 02 Dec. (101990.000000) CHAP authentication successful
22:27:50, 02 Dec. (101989.660000) CHAP Receive Challenge
22:27:50, 02 Dec. (101989.660000) Starting CHAP authentication with peer
22:27:50, 02 Dec. (101989.660000) PPP LCP Receive Configuration ACK
22:27:50, 02 Dec. (101989.640000) PPP LCP Send Configuration Request
22:27:50, 02 Dec. (101989.640000) PPP LCP Receive Configuration Reject
22:27:50, 02 Dec. (101989.640000) PPP LCP Send Configuration ACK
22:27:50, 02 Dec. (101989.640000) PPP LCP Receive Configuration Request
22:27:50, 02 Dec. (101989.630000) PPP LCP Send Configuration Request
22:27:39, 02 Dec. (101978.800000) PPP LCP Send Termination Request [User request]
21:44:06, 02 Dec. (99366.170000) WAN operating mode is VDSL
21:44:06, 02 Dec. (99366.170000) Last WAN operating mode was VDSL
21:44:05, 02 Dec. (99365.130000) PPP IPCP Receive Configuration ACK
21:44:05, 02 Dec. (99365.120000) PPP IPCP Send Configuration Request
21:44:05, 02 Dec. (99365.110000) PPP IPCP Receive Configuration NAK
21:44:05, 02 Dec. (99365.100000) PPP IPCP Send Configuration ACK
21:44:05, 02 Dec. (99365.100000) PPP IPCP Receive Configuration Request
21:44:05, 02 Dec. (99365.090000) PPP IPCP Send Configuration Request
21:44:05, 02 Dec. (99365.090000) CHAP authentication successful
21:44:05, 02 Dec. (99364.900000) CHAP Receive Challenge
21:44:05, 02 Dec. (99364.890000) Starting CHAP authentication with peer
21:44:05, 02 Dec. (99364.890000) PPP LCP Receive Configuration ACK
21:44:05, 02 Dec. (99364.860000) PPP LCP Send Configuration Request
21:44:05, 02 Dec. (99364.860000) PPP LCP Receive Configuration Reject
21:44:05, 02 Dec. (99364.860000) PPP LCP Send Configuration ACK
21:44:05, 02 Dec. (99364.860000) PPP LCP Receive Configuration Request
21:44:05, 02 Dec. (99364.850000) PPP LCP Send Configuration Request
21:43:56, 02 Dec. (99355.910000) PPP LCP Send Termination Request [User request]


 

TR069 Logs 03/12/13:

11:11:41, 03 Dec. (147821.010000) CWMP: session completed successfully
11:11:41, 03 Dec. (147820.750000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
11:11:35, 03 Dec. (147814.740000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:11:35, 03 Dec. (147814.730000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:11:28, 03 Dec. (147808.060000) CWMP: session closed due to error: Could not resolve host
11:11:28, 03 Dec. (147808.030000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
11:11:28, 03 Dec. (147808.020000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
11:11:28, 03 Dec. (147807.830000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
09:23:16, 03 Dec. (141316.420000) CWMP: session completed successfully
09:23:16, 03 Dec. (141316.190000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
09:23:11, 03 Dec. (141311.130000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:23:11, 03 Dec. (141311.130000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:23:06, 03 Dec. (141306.070000) CWMP: session closed due to error: Could not resolve host
09:23:06, 03 Dec. (141306.050000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
09:23:06, 03 Dec. (141306.050000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
09:23:06, 03 Dec. (141305.840000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
08:36:46, 03 Dec. (138526.270000) CWMP: session completed successfully
08:36:46, 03 Dec. (138526.020000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
08:36:41, 03 Dec. (138520.520000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:36:41, 03 Dec. (138520.510000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:36:35, 03 Dec. (138514.630000) CWMP: session closed due to error: Could not resolve host
08:36:35, 03 Dec. (138514.610000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
08:36:35, 03 Dec. (138514.610000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
08:36:34, 03 Dec. (138514.410000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
 

I have performed all of the checks BT recommend to test your internal wiring and connect directly to the test socket on the master socket. As well as this i have been monitoring the line using the quiet line test to see if any noise can be heard, this resulted in a small ammount at random intervals which may be a problem?

 

HH5 Information:

Product name: BT Home Hub
2. Serial number: +068343+NQ34432066
3. Firmware version: Software version 4.7.5.1.83.8.173.1.4 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 00:11:36
6. Data rate: 7968 / 31673
7. Maximum data rate: 7916 / 40755
8. Noise margin: 5.9 / 6.6
9. Line attenuation: 0.0 / 22.1
10. Signal attenuation: 0.0 / 19.0
11. Data sent/received: 3.6 GB / 2.5 GB

 

As you can see the VDSL uptime is low, this has never reached above 2+ hours.

 

As well as these checks i have ran the BT BROADBAND AVAILABILITY CHECKER and the results are:

 

awdawdawdawdw.JPG

 

 

speedtest.btwholesale.com results:

 

awdwadawd.JPG

 

Any information would be greatly appreciated!

 

Thanks

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Message 2 of 2

Re: Infinity 2 - Connection problems (PPP LCP Send Termination Request [User request])

Hi Kazuple,

 

I'm sorry about the problems with your connection dropping out. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll get this investigated. You can find the link by clicking on my username.


Thanks

Neil

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