cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
BenBarham
Beginner
2,618 Views
Message 1 of 14

BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below.

Time and date

Message

23:20:19, 14 Apr.

(885076.110000) WAN operating mode is VDSL

23:20:19, 14 Apr.

(885076.110000) Last WAN operating mode was VDSL

23:20:17, 14 Apr.

(885074.080000) PPP IPCP Receive Configuration ACK

23:20:17, 14 Apr.

(885074.070000) PPP IPCP Send Configuration Request

23:20:17, 14 Apr.

(885074.060000) PPP IPCP Receive Configuration NAK

23:20:17, 14 Apr.

(885074.060000) PPP IPCP Send Configuration ACK

23:20:17, 14 Apr.

(885074.060000) PPP IPCP Receive Configuration Request

23:20:17, 14 Apr.

(885074.030000) PPP IPCP Send Configuration Request

23:20:15, 14 Apr.

(885072.200000) PPPoE is up -​ Down Rate=65938Kbps, Up Rate=13659Kbps; SNR Margin Down=3.0dB, Up=5.9dB

23:20:15, 14 Apr.

(885072.180000) CHAP authentication successful

23:20:15, 14 Apr.

(885072.130000) CHAP Receive Challenge

23:20:15, 14 Apr.

(885072.130000) Starting CHAP authentication with peer

23:20:15, 14 Apr.

(885072.130000) PPP LCP Receive Configuration ACK

23:20:15, 14 Apr.

(885072.130000) PPP LCP Send Configuration Request

23:20:15, 14 Apr.

(885072.120000) PPP LCP Receive Configuration Reject

23:20:15, 14 Apr.

(885072.120000) PPP LCP Send Configuration ACK

23:20:15, 14 Apr.

(885072.120000) PPP LCP Receive Configuration Request

23:20:15, 14 Apr.

(885072.110000) PPP LCP Send Configuration Request

23:19:23, 14 Apr.

(885020.130000) PTM over DSL is up

23:18:50, 14 Apr.

(884987.260000) PTM over DSL is down after 3186 minutes uptime

23:18:50, 14 Apr.

(884987.260000) PPPoE is down after 3185 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

23:18:46, 14 Apr.

(884982.630000) PPP LCP Send Termination Request [User request]

18:13:13, 12 Apr.

(693855.940000) WAN operating mode is VDSL

18:13:13, 12 Apr.

(693855.940000) Last WAN operating mode was VDSL

18:13:11, 12 Apr.

(693853.850000) PPP IPCP Receive Configuration ACK

18:13:11, 12 Apr.

(693853.840000) PPP IPCP Send Configuration Request

18:13:11, 12 Apr.

(693853.830000) PPP IPCP Receive Configuration NAK

18:13:11, 12 Apr.

(693853.830000) PPP IPCP Send Configuration ACK

18:13:11, 12 Apr.

(693853.820000) PPP IPCP Receive Configuration Request

18:13:11, 12 Apr.

(693853.260000) PPP IPCP Send Configuration Request

18:13:09, 12 Apr.

(693851.480000) PPPoE is up -​ Down Rate=66286Kbps, Up Rate=13416Kbps; SNR Margin Down=3.0dB, Up=5.9dB

18:13:09, 12 Apr.

(693851.460000) CHAP authentication successful

18:13:09, 12 Apr.

(693851.380000) CHAP Receive Challenge

18:13:09, 12 Apr.

(693851.380000) Starting CHAP authentication with peer

18:13:09, 12 Apr.

(693851.380000) PPP LCP Receive Configuration ACK

18:13:09, 12 Apr.

(693851.360000) PPP LCP Send Configuration Request

18:13:09, 12 Apr.

(693851.350000) PPP LCP Receive Configuration Reject

18:13:09, 12 Apr.

(693851.350000) PPP LCP Send Configuration ACK

18:13:09, 12 Apr.

(693851.340000) PPP LCP Receive Configuration Request

18:13:09, 12 Apr.

(693851.340000) PPP LCP Send Configuration Request

18:12:16, 12 Apr.

(693798.510000) PTM over DSL is up

18:11:45, 12 Apr.

(693767.660000) PTM over DSL is down after 3935 minutes uptime

18:11:45, 12 Apr.

(693767.650000) PPPoE is down after 3934 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

18:11:40, 12 Apr.

(693762.800000) PPP LCP Send Termination Request [User request]

00:36:58, 10 Apr.

(457685.460000) WAN operating mode is VDSL

00:36:58, 10 Apr.

(457685.460000) Last WAN operating mode was VDSL

00:36:57, 10 Apr.

(457683.710000) PPP IPCP Receive Configuration ACK

00:36:57, 10 Apr.

(457683.700000) PPP IPCP Send Configuration Request

00:36:57, 10 Apr.

(457683.690000) PPP IPCP Receive Configuration NAK

00:36:57, 10 Apr.

(457683.690000) PPP IPCP Send Configuration ACK

00:36:57, 10 Apr.

(457683.690000) PPP IPCP Receive Configuration Request

00:36:57, 10 Apr.

(457683.560000) PPP IPCP Send Configuration Request

00:36:55, 10 Apr.

(457682.010000) PPPoE is up -​ Down Rate=66263Kbps, Up Rate=13502Kbps; SNR Margin Down=3.0dB, Up=5.9dB

00:36:55, 10 Apr.

(457681.990000) CHAP authentication successful

00:36:55, 10 Apr.

(457681.900000) CHAP Receive Challenge

00:36:55, 10 Apr.

(457681.900000) Starting CHAP authentication with peer

00:36:55, 10 Apr.

(457681.890000) PPP LCP Receive Configuration ACK

00:36:55, 10 Apr.

(457681.890000) PPP LCP Send Configuration Request

00:36:55, 10 Apr.

(457681.890000) PPP LCP Receive Configuration Reject

00:36:55, 10 Apr.

(457681.880000) PPP LCP Send Configuration ACK

00:36:55, 10 Apr.

(457681.880000) PPP LCP Receive Configuration Request

00:36:55, 10 Apr.

(457681.880000) PPP LCP Send Configuration Request

00:36:03, 10 Apr.

(457629.920000) PTM over DSL is up

00:35:30, 10 Apr.

(457596.610000) PTM over DSL is down after 1356 minutes uptime

00:35:30, 10 Apr.

(457596.610000) PPPoE is down after 1355 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

0 Ratings
Reply
13 REPLIES 13
Technonerd
Aspiring Contributor
2,612 Views
Message 2 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Is your Hub connected to the test socket (the socket behind the front plate of your master socket)? If not, please try connecting the Hub to it, and see if the drop outs stop. If they do, then the problem is due to your internal wiring.

Can you post line stats? go to http://192.168.1.254 - Troubleshooting - Helpdesk.

Can you complete a quiet line test (also in the test socket)? Dial 17070 and select option 2, the line should be quiet between the announcements (other than a dull hum if using a cordless phone).
0 Ratings
Reply
BenBarham
Beginner
2,599 Views
Message 3 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

1. Product name:BT Home Hub
2. Serial number:+068343+NQ60802335
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 13/07/17
4. Board version:BT Hub 5A
5. DSL uptime:1 days, 09:24:12
6. Data rate:13554 / 66420
7. Maximum data rate:13525 / 65834
8. Noise margin:5.7 / 3.4
9. Line attenuation:26.7 / 19.8
10. Signal attenuation:26.6 / 18.9
11. Data sent/received:1.2 GB / 28.2 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:It hurts when IP
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:3
18. 5 GHz Wireless network/SSID:Extra Wifi
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:44
22. Firewall:Default
23. MAC Address:90:72:82:87:74:66
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
0 Ratings
Reply
BenBarham
Beginner
2,598 Views
Message 4 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Quite line test was sucsessful. No interference there.mk3vdslfitted.jpg

I have a socket like this^. Where is the test socket?

0 Ratings
Reply
pippincp
Distinguished Sage
2,581 Views
Message 5 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Behind the bottom faceplate. Just remove the screws and pull off.

Do you have servers as you are a business?

0 Ratings
Reply
Technonerd
Aspiring Contributor
2,547 Views
Message 6 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Your line stats look great, so I wonder if it's a SHINE (Single High level Impulse Noise Event) from an electrical source affecting your line, but it isn't frequent enough for DLM to take action. I'd probably try and note down the times at which the disconnections are occurring and see if they coincide with a device/electrical item turning on/off.
BenBarham
Beginner
2,516 Views
Message 7 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Should I still try using the test line?

0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
2,514 Views
Message 8 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

yes connect to test socket with a filter and see if that stabilises your connection



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
BenBarham
Beginner
2,506 Views
Message 9 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

 

20180417_160322.jpg20180417_160326.jpgI will try the test connection out for a week. I have taken a picture of the setup below.

0 Ratings
Reply
BenBarham
Beginner
2,505 Views
Message 10 of 14

Re: BT Home Hub 5 - Disconnects Every 2 days. Really annoying because we have servers. WAN LOG below

Here is an event log of what happened when I did use the test socket:

16:05:01, 17 Apr.(188977.630000) WAN operating mode is VDSL
16:05:01, 17 Apr.(188977.630000) Last WAN operating mode was VDSL
16:05:00, 17 Apr.(188976.400000) PPP IPCP Receive Configuration ACK
16:05:00, 17 Apr.(188976.400000) PPP IPCP Send Configuration Request
16:05:00, 17 Apr.(188976.390000) PPP IPCP Receive Configuration NAK
16:05:00, 17 Apr.(188976.380000) PPP IPCP Send Configuration ACK
16:05:00, 17 Apr.(188976.380000) PPP IPCP Receive Configuration Request
16:05:00, 17 Apr.(188976.360000) PPP IPCP Send Configuration Request
16:04:59, 17 Apr.(188975.330000) PPPoE is up -​ Down Rate=65019Kbps, Up Rate=13622Kbps; SNR Margin Down=3.1dB, Up=6.0dB
16:04:59, 17 Apr.(188975.310000) CHAP authentication successful
16:04:59, 17 Apr.(188975.250000) CHAP Receive Challenge
16:04:59, 17 Apr.(188975.250000) Starting CHAP authentication with peer
16:04:59, 17 Apr.(188975.240000) PPP LCP Receive Configuration ACK
16:04:59, 17 Apr.(188975.240000) PPP LCP Send Configuration Request
16:04:59, 17 Apr.(188975.230000) PPP LCP Receive Configuration Reject
16:04:59, 17 Apr.(188975.230000) PPP LCP Send Configuration ACK
16:04:59, 17 Apr.(188975.230000) PPP LCP Receive Configuration Request
16:04:59, 17 Apr.(188975.230000) PPP LCP Send Configuration Request
16:04:09, 17 Apr.(188925.430000) PTM over DSL is up
16:01:31, 17 Apr.(188767.350000) PTM over DSL is down after 874 minutes uptime
16:01:31, 17 Apr.(188767.350000) PPPoE is down after 873 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
16:01:26, 17 Apr.(188762.300000) PPP LCP Send Termination Request [User request]
0 Ratings
Reply