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Ving
Beginner
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Message 1 of 9

Repeated disconnects, possible REIN issue?

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Hi,

I've been a BT Broadband customer at the same address since they launched back in the late 90s. Never had any major problems, and the router normally re-connects maybe once or twice a week.

In the past two weeks I have had 3 seperate occasions when the router disconnects/reconnects every 6 or 7 minutes on average, and it seems to last about 8-12 hours. I'm using a HHub5.

The first occurence was on a Satuday 23rd from mid morning until 7pm.

The second occurence was Thursday 27th from sometime around midnight until just before 8am.

And then today Wed 3rd from 4pm and right now at nearly 10pm it's still going. Here is an extract of the log for the last hour:

21:30:01, 03 Oct. (17119.730000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.7dB, Up=6.2dB
21:29:27, 03 Oct. (17085.230000) PPPoE is down after 3 minutes uptime [Disconnected]
21:29:24, 03 Oct. (17082.040000) PPP LCP Send Termination Request [PPPoE PADT received]
21:25:55, 03 Oct. (16872.910000) WAN operating mode is VDSL
21:25:55, 03 Oct. (16872.910000) Last WAN operating mode was VDSL
21:25:53, 03 Oct. (16871.770000) PPP IPCP Receive Configuration ACK
21:25:53, 03 Oct. (16871.760000) PPP IPCP Send Configuration Request
21:25:53, 03 Oct. (16871.760000) PPP IPCP Receive Configuration NAK
21:25:53, 03 Oct. (16871.760000) PPP IPCP Send Configuration ACK
21:25:53, 03 Oct. (16871.750000) PPP IPCP Receive Configuration Request
21:25:53, 03 Oct. (16871.740000) PPP IPCP Send Configuration Request
21:25:53, 03 Oct. (16870.800000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.7dB, Up=6.2dB
21:25:18, 03 Oct. (16836.580000) PPPoE is down after 8 minutes uptime [Disconnected]
21:17:15, 03 Oct. (16353.430000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.8dB, Up=6.2dB
21:16:41, 03 Oct. (16319.290000) PPPoE is down after 10 minutes uptime [Disconnected]
21:05:39, 03 Oct. (15657.760000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.7dB, Up=6.2dB
21:05:05, 03 Oct. (15623.530000) PPPoE is down after 9 minutes uptime [Disconnected]
20:55:36, 03 Oct. (15054.100000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.8dB, Up=6.3dB
20:55:01, 03 Oct. (15019.460000) PPPoE is down after 7 minutes uptime [Disconnected]
20:47:11, 03 Oct. (14549.130000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.7dB, Up=6.2dB
20:46:37, 03 Oct. (14514.890000) PPPoE is down after 7 minutes uptime [Disconnected]
20:39:02, 03 Oct. (14060.260000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=3.8dB, Up=6.2dB
20:38:28, 03 Oct. (14026.180000) PPPoE is down after 7 minutes uptime [Disconnected]
20:30:53, 03 Oct. (13571.600000) PPPoE is up -​ Down Rate=49602Kbps, Up Rate=8065Kbps; SNR Margin Down=4.0dB, Up=6.3dB

I had an engineer come out Friday 28th and he couldn't find any major problems. There were some FEC errors caused by the old wall box but he replaced the faceplate and these went away. He couldn't find any other issues and suggested it might be REIN but didn't have any equipment with him to locate it.

Obviously while he was here the repeated disconnects were not happening anyway.

It's intermittent and has only happened these 3 times. The rest of the time the connection seems fine.

Has anyone experienced a similar issue? 
Do you have any recommendations as to what I can do to get the issue resolved?

It's extremely inconvenient as I connect to some internet services 24/7 which require me to login and configure each time, so at the moment it's impossible.

I haven't raised a support call yet for today's occurence.

Many thanks.
Jon

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Message 2 of 9

Re: Repeated disconnects, possible REIN issue?

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Normally with REINS you’ll find it’s a pattern where it goes off at specific times of the day, i.e. when something automatic is turned on like an Alarm System or say in an Office when Dorethy turns on her Desk Fan.

Best one way to try and identify if it is REINS is get a AM/MW Radio and time it into the 612Khz Frequency Band.

You should get a lot of distortion if REINS is present.

Use a Search Engine and search REIN Detect, there’s a load of videos online that’ll show you what to do.

In my opinion though it should more like you have a HR, High Resistance Fault on th line.
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Ving
Beginner
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Message 3 of 9

Re: Repeated disconnects, possible REIN issue?

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Thanks for the reply. 

So an HR would be a problem with the phone line?

Will the call centre know about that and be able to deal with it appropriately?

Will that also affect voice calls, e.g. any noise / interference I should be listening for?

I called the help line again in the end last night and they were just following a call sheet; "am you using Wifi", "can you try a different LAN socket on the hub" etc., none of which would have any bearing on the connection dropping.

They are sending out another hub, so at least that will take the hub out of the equation, and I've already ordered a MW radio, which should be arriving today, so that might help to eliminate (or locate) REIN.

Is it worth upgrading to Infinity Plus to get local support?

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Message 4 of 9

Re: Repeated disconnects, possible REIN issue?

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A HR can occur anywhere on the Network. Usually you would get a noisy line, crackling but not all the time.

In order for a line test to see a HR it needs to do a test called, CIDT.

Copper Intergrated Demand Test. Unfortunately no one can specifically make the test system do a CIDT Test. The Test Head decides if it’ll do one or not.

The best was to try and figure out if your line has a HR is to make and receive a few calls to see if the connection drops.

Other than that the only way you’d truely see a HR is an Openreach Engineer running a HR Detect or PQT on your line using his or her Hand Held Tester.
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Moderator
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Message 5 of 9

Re: Repeated disconnects, possible REIN issue?

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Hi @Ving,

I'd like to get this looked into thoroughly for you to see if there's something we can do to help you.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

Ving
Beginner
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Message 6 of 9

Re: Repeated disconnects, possible REIN issue?

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Thanks, Starwire and DanielS, for the replies.

I've filled in the form as suggested, many thanks for picking this up.

Kind regards,
Jon

Moderator
Moderator
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Message 7 of 9

Re: Repeated disconnects, possible REIN issue?

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Thank you @Ving.

I can see that it's in our queue now. It may take us 1-2 working days before we can get back to you but we will.

Thanks

DanielS

Ving
Beginner
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Message 8 of 9

Re: Repeated disconnects, possible REIN issue?

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Hi,

A quick update on the issue. The new Hub6 arrive a few days ago and I waited until I started getting disconnects with the Hub5 before swapping them over. The Hub6 doesn't have the same problem so it looks like it's fixed. 

Thanks for your support, guys.

Kind regards,
Jon

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Moderator
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Message 9 of 9

Re: Repeated disconnects, possible REIN issue?

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Hi @Ving,

Thank you for posting back. I'm glad the Smart Hub has had a positive affect on your connection.

Thanks

PaddyB

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