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andycn
Beginner
1,075 Views
Message 1 of 18

NowTV Smart Box causing Broadband drop out & reconnection

Surprised I can't find anything on this. Over the last couple of weeks, whenever my NowTV box tries to initiate video streaming, the Broadband (ADSL) resets itself.  The Hub (HH4) error log shows:  

OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.71:38138-​>74.125.71.188:5228 on ppp0)

The same problem arises whether it's on a wired or wireless connection.  Sometimes I think I've had the same problem accessing Netflix over Chromecast (initiated from iPad)but it doesn't break the connection so consistently.  NowTV works just fine from a browser.  I have disabled parental controls by the way as i read on another form that this could be the problem.  Does anyone have any ideas how I can get it to work properly?  Thanks in advance.....

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17 REPLIES 17
nikoniablue
Aspiring Contributor
1,027 Views
Message 2 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

Now raising this in main BB service forum.

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john46
Distinguished Sage
1,013 Views
Message 3 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

@andycn

 

The error log message is just showing your firewall is doing its job not related to your problem 

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nikoniablue
Aspiring Contributor
1,006 Views
Message 4 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

Thanks John46.  Not clear why the firewall is blocking connections every time I try to access a streaming service - and the broadband resets at the same time.  Any ideas?

 I have now reported via 151 but not holding out much hope....

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nikoniablue
Aspiring Contributor
1,002 Views
Message 5 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

This may help identify the problem?  It's the full log from one attempt to start streaming from the NowTV Box.

 

16:37:51, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:33530-​>216.58.204.46:443 on ppp0)
16:37:39, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.65:55455-​>74.125.133.188:5228 on ppp0)
16:37:37, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.109:56277-​>174.37.217.75:5222 on ppp0)
16:37:32, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:45059-​>216.58.204.66:443 on ppp0)
16:37:27, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:55771-​>74.125.133.188:5228 on ppp0)
16:37:19, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.65:56037-​>216.58.204.35:443 on ppp0)
16:37:16, 27 Oct.BLOCKED 1 more packets (because of First packet is Invalid)
16:37:13, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.65:56037-​>216.58.204.35:443 on ppp0)
16:37:13, 27 Oct.BLOCKED 5 more packets (because of First packet is Invalid)
16:37:12, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.65:56037-​>216.58.204.35:443 on ppp0)
16:37:10, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:33526-​>216.58.204.46:443 on ppp0)
16:37:07, 27 Oct.BLOCKED 1 more packets (because of First packet is Invalid)
16:37:06, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:33530-​>216.58.204.46:443 on ppp0)
16:37:02, 27 Oct.(16582.370000) Device disconnected: Hostname: Andys-​iPad IP: 192.168.1.70 MAC: e0:b9:ba:d5:8e:5c
16:37:00, 27 Oct.wlan1: STA e0:b9:ba:d5:8e:5c IEEE 802.11: Client disassociated
16:36:54, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.65:55455-​>74.125.133.188:5228 on ppp0)
16:36:51, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:35663-​>52.49.222.37:443 on ppp0)
16:36:47, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.73:45059-​>216.58.204.66:443 on ppp0)
16:36:45, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.70:64524-​>17.252.60.16:443 on ppp0)
16:36:42, 27 Oct.(16562.910000) WAN operating mode is DSL
16:36:42, 27 Oct.(16562.910000) Last WAN operating mode was DSL
16:36:42, 27 Oct.(16562.890000) PPPoA is up -​ VPI: 0, VCI:38
16:36:42, 27 Oct.(16562.880000) PPP IPCP Receive Configuration ACK
16:36:42, 27 Oct.(16562.860000) PPP IPCP Send Configuration Request
16:36:42, 27 Oct.(16562.850000) PPP IPCP Receive Configuration NAK
16:36:42, 27 Oct.(16562.850000) PPP IPCP Send Configuration ACK
16:36:42, 27 Oct.(16562.850000) PPP IPCP Receive Configuration Request
16:36:42, 27 Oct.(16562.830000) PPP IPCP Send Configuration Request
16:36:42, 27 Oct.(16562.830000) CHAP authentication successful
16:36:42, 27 Oct.(16562.760000) CHAP Receive Challenge
16:36:42, 27 Oct.(16562.760000) Starting CHAP authentication with peer
16:36:42, 27 Oct.(16562.760000) PPP LCP Receive Configuration ACK
16:36:42, 27 Oct.(16562.730000) PPP LCP Send Configuration Request
16:36:42, 27 Oct.(16562.730000) PPP LCP Receive Configuration Reject
16:36:42, 27 Oct.(16562.730000) PPP LCP Send Configuration ACK
16:36:42, 27 Oct.(16562.730000) PPP LCP Receive Configuration Request
16:36:42, 27 Oct.(16562.660000) PPP LCP Send Configuration Request
16:36:39, 27 Oct.(16559.660000) PPP LCP Send Configuration Request
16:36:36, 27 Oct.(16556.660000) PPP LCP Send Configuration Request
16:36:33, 27 Oct.(16553.660000) PPP LCP Send Configuration Request
16:36:30, 27 Oct.(16550.660000) PPP LCP Send Configuration Request
16:36:27, 27 Oct.(16547.660000) PPP LCP Send Configuration Request
16:36:24, 27 Oct.(16544.660000) PPP LCP Send Configuration Request
16:36:22, 27 Oct.(16542.650000) DSL is up
16:36:22, 27 Oct.(16542.420000) DSL noise margin: 6.10 dB upstream, 3.10 dB downstream
16:36:21, 27 Oct.(16542.060000) DSL line rate: 1212 Kbps upstream, 12915 Kbps downstream
16:35:32, 27 Oct.(16492.130000) DSL is down after 71 minutes uptime
16:35:31, 27 Oct.(16491.520000) PPPoA is down after 71 minutes uptime [Waiting for Underlying Connection (WAN DSL -​ Up)]
16:35:30, 27 Oct.(16490.430000) PPP LCP Send Termination Request [User request]
16:34:51, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:36820-​>104.103.135.129:443 on ppp0)
16:34:39, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:40035-​>92.122.19.101:80 on ppp0)
16:34:36, 27 Oct.BLOCKED 1 more packets (because of First packet is Invalid)
16:34:35, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:48674-​>92.122.19.101:443 on ppp0)
16:34:34, 27 Oct.BLOCKED 1 more packets (because of First packet is Invalid)
16:34:33, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:48674-​>92.122.19.101:443 on ppp0)
16:34:33, 27 Oct.BLOCKED 1 more packets (because of First packet is Invalid)
16:34:32, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:48674-​>92.122.19.101:443 on ppp0)
16:34:32, 27 Oct.BLOCKED 5 more packets (because of First packet is Invalid)
16:34:31, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.115:48674-​>92.122.19.101:443 on ppp0)
16:33:30, 27 Oct.OUT: BLOCK [65] First packet is Invalid (TCP 192.168.1.105:65134-​>17.252.11.246:443 on ppp0)
16:32:19, 27 Oct.wlan0: STA 78:d7:5f:28:7e:af IEEE 802.11: Client associated
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john46
Distinguished Sage
998 Views
Message 6 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

Hi Welcome to the community forums

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband
in the call are you connected to the test socket using a new filter


if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

if u The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down.

This test must be done with a wired connection.

http://speedtest.btwholesale.com/

once you have posted the information asked for then the community members can help you more

Thank You
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john46
Distinguished Sage
997 Views
Message 7 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

151 is the phone fault reporting number nothing to do with broadband problems your log shows no problems apart from the hub disconnections
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
994 Views
Message 8 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

Looking at your downstream noise margin of 3.1dB, I would say that the Now TV is interfering with the broadband signal, and causing it to lose sync.

16:36:22, 27 Oct. (16542.420000) DSL noise margin: 6.10 dB upstream, 3.10 dB downstream

How far is the Now TV from the home hub, or any phone wiring? Do you have any long phone extensions neat to the TV.

 

Its usually the cheap switch mode power supply units that these devices use, that radiate a lot of interference. Make sure its not plugged in anywhere near the home hub.

 

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nikoniablue
Aspiring Contributor
982 Views
Message 9 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

from more of a review it looks like the TVNow Box is triggering a "PPP Send Termination Request [User Request]" message that is causing the reset.  It's happening with Chromecast as well.  It's also strange that teh messages into and out of th box are being blocked by the Hub's firewall.  BB service works fine with normal PC and iPad. The blocking persists even when the Firewall is switched off.  Any suggestions gratefully received.....

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nikoniablue
Aspiring Contributor
980 Views
Message 10 of 18

Re: NowTV Smart Box causing Broadband drop out & reconnection

Thanks - I'll try that.  (replies crossed)

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