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waxil
Contributor
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Message 1 of 5

Internet dropping out at same time every night

For the last 10 days I have had my internet drop out between 2145 & 2205

Also various other times during the day and night.

I had a similar problem with my old HH router and recently swapped to the latest Smart Hub 2 ?
However the old router issues used to occur at 5am and 3.30pm (right when i was in meetings WFH!)

Its not like a router reboot as comes back within a minute. I'll post a sample log entry below.

I can hear no noise on the line when calling the quiet line test dial 17070 option 2.

I've been reading about REIN https://kitz.co.uk/adsl/rein.htm

At present I have nothing automated at this time of the evening, the heating is off as it's "summer" and all programmed lights are disabled.

My router does sit behind the TV where there is a plethora of electrical gear including a LED TV, BT Youview box, raspberry pi (pi-hole), cordless telephone, Surround amplifier & subwoofer. I only have a basic AM radio which has a twisty dial so having trouble finding 612Khz to try and troubleshoot REIN issues, but have separated the routers cables.

I'm a computer techi by trade so it's most frustrating when i called BT and get the 1st line service desk telling me to reset the config which I've already done several times.

Can anyone offer any advice here?

Included logs from just before and just after the event last night;

22:10:40	 20 May. ARP [del] br0 192.168.1.248 b0:4e:26:48:88:e2
22:04:54	 20 May. CWMP: HDM socket closed successfully.
22:04:54	 20 May. CWMP: HTTP authentication success from pbthdm.x.x.x
22:04:54	 20 May. CWMP: HDM socket opened successfully.
22:04:54	 20 May. CWMP: session completed successfully
22:04:54	 20 May. CWMP: HDM socket closed successfully.
22:04:53	 20 May. CWMP: HTTP authentication success from pbthdm.x.x.x
22:04:53	 20 May. CWMP: HDM socket opened successfully.
22:04:53	 20 May. CWMP: HDM socket opened successfully.
22:04:52	 20 May. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
22:04:52	 20 May. CWMP: Session start now
22:04:52	 20 May. CWMP: Initializing transaction for event code 4 VALUE CHANGE
22:04:31	 20 May. NTP synchronization success
22:04:31	 20 May. NTP Server: ntp.homehub.btopenworld.com
22:04:21	 20 May. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
22:04:20	 20 May. WAN Sensing Auto sensing Complete
22:04:20	 20 May. WAN Sensing Auto sensing Running
22:04:17	 20 May. admin login success from 192.168.1.110
22:04:17	 20 May. WAN IPv6 Global unicast prefix / length: 2a00:23c8:a683:7300::/56
22:04:17	 20 May. WAN IPv6 Global unicast address allocated: 2a00:23c8:a683:7300::1/64
22:04:17	 20 May. WAN DHCPv6 events: BOUND
22:04:15	 20 May. NTP synchronization start
22:04:15	 20 May. WAN Sensing Auto sensing Complete
22:04:15	 20 May. WAN DHCPv6 events: INIT
22:04:15	 20 May. DSL Link Up: Down Rate=54036kbps
22:04:14	 20 May. WAN Sensing Auto sensing Running
22:04:14	 20 May. Success - secondary DNS servers
22:04:14	 20 May. Success - primary DNS servers
22:04:14	 20 May. WAN connection WAN2_INTERNET_PTM connected
22:04:14	 20 May. PPP: IPCP up
22:04:14	 20 May. PPP IPCP Receive Configuration ACK
22:04:14	 20 May. PPP IPV6CP Receive Configuration ACK
22:04:14	 20 May. PPP IPCP Send Configuration Request
22:04:14	 20 May. PPP IPCP Receive Configuration NAK
22:04:14	 20 May. PPP IPCP Send Configuration ACK
22:04:14	 20 May. PPP IPCP Receive Configuration Request
22:04:13	 20 May. PPP IPV6CP Send Configuration ACK
22:04:13	 20 May. PPP IPV6CP Receive Configuration Request
22:04:13	 20 May. PPP IPV6CP Send Configuration Request
22:04:13	 20 May. PPP IPCP Send Configuration Request
22:04:13	 20 May. PPP: CHAP authentication succeeded
22:04:13	 20 May. PPP CHAP Receive success : authentication successful
22:04:13	 20 May. PPP CHAP Receive Challenge
22:04:13	 20 May. PPP: LCP up
22:04:13	 20 May. PPP LCP Receive Configuration ACK
22:04:13	 20 May. PPP LCP Send Configuration ACK
22:04:13	 20 May. PPP LCP Receive Configuration Request
22:04:13	 20 May. PPP LCP Send Configuration Request
22:04:13	 20 May. PPP: Received PADS
22:04:13	 20 May. PPP: Sending PADR
22:04:13	 20 May. PPP: Received PADO
22:04:13	 20 May. PPP: Sending PADI
22:04:07	 20 May. PPP: Starting PPP daemon
22:04:07	 20 May. WAN Auto-sensing detected port DSL WAN
22:04:03	 20 May. admin timeout from 192.168.1.110
22:03:49	 20 May. LAN [ADD] ARP 192.168.1.248 with b0:4e:26:48:88:e2 from br0(eth0)
22:03:49	 20 May. ARP [add] br0(eth0) 192.168.1.248 b0:4e:26:48:88:e2
22:03:49	 20 May. LAN [DEL] ARP 192.168.1.224 with ea:5e:95:f8:ff:a0 from br0
22:03:47	 20 May. ARP [del] br0 192.168.1.224 ea:5e:95:f8:ff:a0
22:03:09	 20 May. LAN [DEL] ARP 192.168.1.248 with b0:4e:26:48:88:e2 from br0
22:03:07	 20 May. SIP WAN DOWN
22:03:06	 20 May. ARP [del] br0 192.168.1.248 b0:4e:26:48:88:e2
22:03:04	 20 May. SIP WAN DOWN
22:03:04	 20 May. WAN Sensing Auto sensing Complete
22:03:03	 20 May. WAN Sensing Auto sensing Running
22:03:02	 20 May. WAN Sensing Auto sensing Complete
22:03:01	 20 May. WAN Sensing Auto sensing Running
22:03:01	 20 May. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
22:03:00	 20 May. PPP: Stopped PPP daemon(0
22:03:00	 20 May. PPP LCP Send Termination Request (User request)
22:03:00	 20 May. PPP: IPCP down
22:03:00	 20 May. PPP: LCP down
22:03:00	 20 May. DSL Link Down: duration was 87368 seconds
22:01:56	 20 May. ARP [add] br0(eth0) 192.168.1.248 b0:4e:26:48:88:e2
22:01:55	 20 May. ARP [del] br0 192.168.1.248 b0:4e:26:48:88:e2
22:01:43	 20 May. LAN [DEL] ARP 192.168.1.124 with 72:60:ac:c8:90:3d from br0
22:01:40	 20 May. ARP [del] br0 192.168.1.124 72:60:ac:c8:90:3d
22:00:12	 20 May. LAN [ADD] ARP 192.168.1.124 with 72:60:ac:c8:90:3d from br0(eth0)
22:00:12	 20 May. ARP [add] br0(eth0) 192.168.1.124 72:60:ac:c8:90:3d
21:59:53	 20 May. LAN [ADD] ARP 192.168.1.248 with b0:4e:26:48:88:e2 from br0(eth0)

 

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4 REPLIES 4
Berger15
Beginner
427 Views
Message 2 of 5

Re: Internet dropping out at same time every night

I've had a similar issue, with the HH rebooting every day at about the same time (11pm for me) - and I've had this issue since the HH4.
Despite all my efforts and calls to support BT do not recognise this as a fault - but a "feature" of the HH as it's "supposed to reboot every day"!
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grahamm1
Contributor
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Message 3 of 5

Re: Internet dropping out at same time every night

Lots of users are complaining about drop-outs and re-boots that only happen at night.  A quick on-line search reveals this is a common occurrence with other ISP's, too. EE, Plusnet, Sky and even Virgin users suffer from it.

Some advisors say this is normal (hubs are meant to routinely reboot, they say) and others that it is most likely an external influence (such as heating, lighting or an appliance switching on or off).

No-one has yet been able to explain to me why these problems almost always occur late at night when EMC and RFI are likely to be at their lowest.

I've suffered from late night hub reboots for ages, usually around midnight. It was suggested that it might be street-lights switching on or off. I checked my CCTV to compare the times of my connection issues with street-lights switching off or nearby security lights operating. There is no correlation.

Here's something a bit strange, though. I decided to change my Hub Light Control from Scheduled On/Off to Always On. I have had no disconnections since.

As an experiment, I've just changed it back to Scheduled on/off. It is probably coincidence but it will be interesting to see if the disconnections start happening again.

 

 

 

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VTallGuy
Aspiring Contributor
335 Views
Message 4 of 5

Re: Internet dropping out at same time every night

I too have been looking for external influences while waiting for my engineer visit: there's nothing in our house that switches at, or around, the time the line drops occur. The street lights are usually off when it happens (and have been for a couple of hours). We're in a very quiet almost cul-de-sac street with no activity overnight, so I don't believe it's anything in our house and I'm fairly sure it's no nearby devices, especially as it's usually only once a night, not more frequent.

In my case I was expecting an engineer on Saturday, who didn't turn up, or leave any message, so was rebooked for today.  Oddly, I've had no line drop since Saturday.

Today a BT engineer visited, came in, did a speed test, got what I did and did a few restarts of the SmartHub 2, including a reset.  All that has happened is that the speed has now dropped further (presumably due to the "line drops"  caused by these restarts). The engineer isn't going to do anything as I'm not yet below my guaranteed speed (though I have been), even though my original 265MBit is now running around 190Mbit, which is around a 30% drop. As he's a BT engineer he says he can't reset the DSM (is that the right name ?) as that's an Open Reach task.

From my point of view, I was receiving a steady service at around 250-265MB connection  stably for over 5 months and I'd like to return to that. I realise my guaranteed speed is 150Mb, and that's all BT has to reach, but the line is capable of 260Mb as shown by usage history and I want the fault identified/fixed and the line speed reset, otherwise it'll drop to <150, I'll complain, it'll be reset, whereupon it will reach 265, then start dropping until it hits 150, where upon I'll complain again and repeat over and over again.

So, where do I go from here, do I accept the drops and complain at each drop to <150MBit, or what ? Is there an escalation route ?

And the Smart Hub lights are permanently on 🙂

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pompey1898
Recognised Expert
323 Views
Message 5 of 5

Re: Internet dropping out at same time every night

Hi @VTallGuy ,

I had a problem with disconnections a while back and BT refused to do anything about it, as up to 5 disconnections per day are not classed as a fault.

I currently get disconnected during the early hours of the day, every day, but I know it is a waste of time reporting it.

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