Re: Router Disconnecting Due To Personal Computer

ClarkLofthouse · ‎05-01-2021

Hello all,

We have been having broadband issues for a couple of months now as the router keeps disconnecting from broadband.

After calling the helpdesk multiple times and having an engineer check the line they couldn't see any issue, they thought it might be the socket so they replaced the MK2 adapter with a MK4 adapter and the issue still was happening.

Then BT thought it was the router so provided us with a new one. The next day after installing the issue happened again so it clearly wasn't the old router. Router is a Smart Hub 2.

Over the Christmas period I didn't use my PC as I was spending time with family and within minutes of booting it up for the first time, the broadband disconnected again.

The router all of a sudden goes from a solid blue light, to flashing purple, to flashing orange, to still orange and then back to blue when the internet starts working again.

For note, I have a PS4 which I used everyday over Christmas and didn't have any issues then.

Any help is appreciated!

Thanks!

woodstockahem · ‎06-01-2021

Maybe some start-up application is overwhelming the router with requests.

Try disabling all non essential applications on start-up. Google if needed how to do it.

If the router doesn't reboots or disconnects after that, then put back the applications at start-up one by one to work out the culprit by process of elimination.

ClarkLofthouse · ‎06-01-2021

Hi,

Probably should have been a little clearer, it doesn't just happen on start-up, it also happens throughout the evening when I'm playing.

Last Night for example, I was playing Borderlands Co-op with my friend, only had Discord and Borderlands open and the issue happened again.

woodstockahem · ‎06-01-2021

Yeah would be a tricky one.

If you have isolated the problem that it's the PC usage which is causing the disconnections then the problem might not be external like the ISP.

You could check the technical logs of the router to make sure which device in your property is connecting to the router but ultimately if its the PC then you need to look at the particular Game or Application causing it.

In the past i have faced issues of disconnect due to combinations of the setup. ISP routers are not that powerful as some third party routers. Example - one time the onedrive app on PC was doing unlimited uploads of large files causing router to reboot.

Another time a chromecast device had a buggy firmware overwhelming the BT Router.

ClarkLofthouse · ‎06-01-2021

It was very strange how I never had this issue in the past and then all of a sudden it started happening. Unfortunately it's not just specific applications it seems to do it with any program I run...

I am currently at work but I will post the logs from the disconnect last night when I am home if you could keep an eye out and provide more assistance

Thanks!

DavidM · ‎06-01-2021

Hi @ClarkLofthouse and thanks for posting.

Sorry you're having problems with the connection. Have you checked the line for noise? Can you try connecting a phone to the test socket behind the master faceplate and dial 17070. Let me know how that goes.

Cheers

David

ClarkLofthouse · ‎06-01-2021

Hi David,

Doesn't seem to be any noise on the line...

Below is the log from when it disconnected last night:

22:28:50, 05 Jan.
CWMP: HDM socket closed successfully.

22:28:50, 05 Jan.
CWMP: HTTP authentication success from pbthdm.x.x.x

22:28:50, 05 Jan.
CWMP: HDM socket opened successfully.

22:28:50, 05 Jan.
CWMP: session completed successfully

22:28:50, 05 Jan.
CWMP: HDM socket closed successfully.

22:28:50, 05 Jan.
CWMP: HTTP authentication success from pbthdm.x.x.x

22:28:50, 05 Jan.
CWMP: HDM socket opened successfully.

22:28:49, 05 Jan.
CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username

22:28:48, 05 Jan.
CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE

22:28:48, 05 Jan.
CWMP: Initializing transaction for event code 4 VALUE CHANGE

22:28:18, 05 Jan.
SIP WAN UP

22:28:16, 05 Jan.
NTP synchronization success

22:28:16, 05 Jan.
NTP Server: ntp.homehub.btopenworld.com

22:28:02, 05 Jan.
WAN Sensing Auto sensing Complete, interface selected

22:28:02, 05 Jan.
WAN Sensing Auto sensing Running

22:28:01, 05 Jan.
WAN IPv6 Global unicast prefix / length: 2a00:23c5:ef29:4600::/56

22:28:01, 05 Jan.
WAN IPv6 Global unicast address allocated: 2a00:23c5:ef29:4600::1/64

22:28:01, 05 Jan.
WAN DHCPv6 events: BOUND

22:28:01, 05 Jan.
NTP synchronization start

22:28:00, 05 Jan.
WAN DHCPv6 events: INIT

22:28:00, 05 Jan.
WAN Sensing Auto sensing Complete, interface selected

22:28:00, 05 Jan.
WAN Sensing Auto sensing Running

22:28:00, 05 Jan.
Success - secondary DNS servers

22:28:00, 05 Jan.
Success - primary DNS servers

22:28:00, 05 Jan.
WAN connection WAN2_INTERNET_PTM connected

22:28:00, 05 Jan.
PPP: IPCP up

22:28:00, 05 Jan.
PPP IPCP Receive Configuration ACK

22:27:59, 05 Jan.
PPP IPV6CP Receive Configuration ACK

22:27:59, 05 Jan.
PPP IPCP Send Configuration Request

22:27:59, 05 Jan.
PPP IPCP Receive Configuration NAK

22:27:59, 05 Jan.
PPP IPCP Send Configuration ACK

22:27:59, 05 Jan.
PPP IPV6CP Send Configuration ACK

22:27:59, 05 Jan.
PPP IPV6CP Receive Configuration Request

22:27:59, 05 Jan.
PPP IPV6CP Send Configuration Request

22:27:59, 05 Jan.
PPP IPCP Send Configuration Request

22:27:59, 05 Jan.
PPP: CHAP authentication succeeded

22:27:59, 05 Jan.
PPP CHAP Receive success : authentication successful

22:27:59, 05 Jan.
PPP CHAP Receive Challenge

22:27:59, 05 Jan.
PPP: LCP up

22:27:59, 05 Jan.
PPP LCP Receive Configuration ACK

22:27:59, 05 Jan.
PPP LCP Send Configuration ACK

22:27:58, 05 Jan.
PPP LCP Receive Configuration Request

22:27:58, 05 Jan.
PPP LCP Send Configuration Request

22:27:58, 05 Jan.
DSL Link Up: Down Rate=54989kbps, Up Rate=9995kbps; SNR Margin Down=6.3dB, Up=8.9dB

22:27:56, 05 Jan.
PPP: Received PADS

22:27:56, 05 Jan.
PPP: Sending PADR

22:27:56, 05 Jan.
PPP: Received PADO

22:27:56, 05 Jan.
PPP: Sending PADI

22:27:50, 05 Jan.
PPP: Starting PPP daemon

22:27:50, 05 Jan.
WAN Auto-sensing detected port DSL WAN

22:27:18, 05 Jan.
SIP WAN DOWN

22:27:15, 05 Jan.
SIP WAN DOWN

22:27:15, 05 Jan.
WAN Sensing Auto sensing Complete, interface selected

22:27:15, 05 Jan.
WAN Sensing Auto sensing Running

22:27:13, 05 Jan.
WAN Sensing Auto sensing Complete, interface selected

22:27:13, 05 Jan.
WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

22:27:11, 05 Jan.
PPP: Stopped PPP daemon(0,1,5)

22:27:11, 05 Jan.
PPP LCP Send Termination Request (User request)

22:27:11, 05 Jan.
PPP: IPCP down

22:27:11, 05 Jan.
PPP: LCP down

22:27:11, 05 Jan.
DSL Link Down: duration was 11989 second

Thanks

Clark

Keith_Beddoe · ‎06-01-2021

If you upload faster than the home hub can cope with, then it will drop the connection, so perhaps you have something which is running on the computer, which is uploading a lot of data?

You can see the connection being dropped, on this log entry.

22:27:11, 05 Jan.
PPP: LCP down

Check your broadband upload speed, just in case its too low.

ClarkLofthouse · ‎06-01-2021

Hi Keith,

It mostly happens when I'm playing games like discussed above. Nothing has changed, I have always been gaming on this computer just all of a sudden started early November and continues to happen.

Thanks

Keith_Beddoe · ‎06-01-2021

It may be worth trying the following.

Try a factory reset of the home hub.

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-set...

Then turn off smart setup.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

Its possible that the home hub is running out of internal connections, so a factory reset will remove any stale entries.