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Broadband Connection dropping randomly.

stu1892
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Posts: 34
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Registered: ‎19-08-2019

Broadband Connection dropping randomly.

on ‎31-07-2023 12:33 PM - last edited on ‎31-07-2023 2:21 PM by Moderator

Hi

 

For the last month or so, the broadband connection has dropped randomly before coming back around 20 mins later.  Always (Hub One) flashing red and then Red broadband symbol.  

I've text 'Help' to the helpline and by the time they've checked the connection, it's come back.  
I actually caught it last week and I've attached the log for around that time if anyone can figure it out.

It's off entirely this morning and has not come back, but I'm not at home to try right now.  Ran through all the basics before heading to the office for a connection!  Hub was reset last week as part of the Text service.

 

Time and date
Message
06:30:23, 24 Jul.
(209105.080000) Admin login successful by 192.168.1.64 on HTTP
06:29:26, 24 Jul.
(209047.900000) Admin login FAILED by 192.168.1.64 on HTTP
06:29:19, 24 Jul.
(209041.130000) Admin login FAILED by 192.168.1.64 on HTTP
06:28:55, 24 Jul.
(209017.180000) New GUI session from IP 192.168.1.64
06:20:25, 24 Jul.
(208506.730000) CWMP: session closed due to error: Timeout
06:19:54, 24 Jul.
(208476.700000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
06:19:49, 24 Jul.
(208471.390000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:19:49, 24 Jul.
(208471.380000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:19:46, 24 Jul.
(208468.660000) WAN operating mode is VDSL
06:19:46, 24 Jul.
(208468.660000) Last WAN operating mode was VDSL
06:19:45, 24 Jul.
(208466.760000) PPP IPCP Receive Configuration ACK
06:19:45, 24 Jul.
(208466.750000) PPP IPCP Send Configuration Request
06:19:45, 24 Jul.
(208466.730000) PPP IPCP Receive Configuration NAK
06:19:45, 24 Jul.
(208466.730000) PPP IPCP Send Configuration ACK
06:19:45, 24 Jul.
(208466.730000) PPP IPCP Receive Configuration Request
06:19:44, 24 Jul.
(208466.360000) PPP IPCP Send Configuration Request
06:19:42, 24 Jul.
(208464.710000) PPPoE is up - Down Rate=39993Kbps, Up Rate=4996Kbps; SNR Margin Down=8.9dB, Up=7.3dB
06:19:42, 24 Jul.
(208464.690000) CHAP authentication successful
06:19:42, 24 Jul.
(208464.520000) CHAP Receive Challenge
06:19:42, 24 Jul.
(208464.520000) Starting CHAP authentication with peer
06:19:42, 24 Jul.
(208464.510000) PPP LCP Receive Configuration ACK
06:19:42, 24 Jul.
(208464.510000) PPP LCP Send Configuration ACK
06:19:42, 24 Jul.
(208464.500000) PPP LCP Send Configuration Request
06:19:42, 24 Jul.
(208464.500000) PPP LCP Receive Configuration Request
06:19:42, 24 Jul.
(208464.410000) CHAP Receive Challenge
06:19:42, 24 Jul.
(208464.410000) Starting CHAP authentication with peer
06:19:42, 24 Jul.
(208464.400000) PPP LCP Receive Configuration ACK
06:19:42, 24 Jul.
(208464.400000) PPP LCP Send Configuration Request
06:19:42, 24 Jul.
(208464.390000) PPP LCP Receive Configuration Reject
06:19:42, 24 Jul.
(208464.390000) PPP LCP Send Configuration ACK
06:19:42, 24 Jul.
(208464.390000) PPP LCP Receive Configuration Request
06:19:42, 24 Jul.
(208464.390000) PPP LCP Send Configuration Request
06:19:35, 24 Jul.
(208457.210000) PTM over DSL is up
06:16:42, 24 Jul.
(208284.260000) PTM over DSL is down after 0 minutes uptime
06:16:31, 24 Jul.
(208272.790000) PTM over DSL is up
06:15:49, 24 Jul.
(208231.420000) Lease for IP 192.168.1.89 renewed by host Stu-laptop (MAC 80). Lease duration: 30240 min
06:15:49, 24 Jul.
(208231.420000) Device connected to ath00: Hostname: Stu-laptop IP: 192.168.1.89 MAC: 80:30:49:40:df:cd via 80:30:49:40:df:cd Lease time: 30240 min. Link rate: 105.6 Mbps
06:15:49, 24 Jul.
(208231.300000) Lease requested
06:15:49, 24 Jul.
ath00: STA 80: d IEEE 802.11: Client associated
06:15:07, 24 Jul.
(208189.610000) Device disconnected: Hostname: Stu-laptop IP: 192.168.1.89 MAC: 80:
06:15:05, 24 Jul.
ath00: STA 80:30:49:40:df:cd IEEE 802.11: Client disassociated
06:14:01, 24 Jul.
(208123.140000) Lease for IP 192.168.1.89 renewed by host Stu-laptop (MAC 80:). Lease duration: 30240 min
06:14:01, 24 Jul.
(208123.140000) Device connected to ath00: Hostname: Stu-laptop IP: 192.168.1.89 MAC: 80: via Lease time: 30240 min. Link rate: 103.1 Mbps
06:14:01, 24 Jul.
(208123.020000) Lease requested
06:14:01, 24 Jul.
ath00: STA 80:d IEEE 802.11: Client associated
06:13:57, 24 Jul.
(208119.290000) Device disconnected: Hostname: Stu-laptop IP: 192.168.1.89 MAC: 80:
06:13:54, 24 Jul.
ath00: STA 80:30:49:40:df:cd IEEE 802.11: Client disassociated
06:13:42, 24 Jul.
(208104.290000) Lease for IP 192.168.1.89 renewed by host Stu-laptop (MAC 80). Lease duration: 30240 min
06:13:42, 24 Jul.
(208104.280000) Device connected to ath00: Hostname: Stu-laptop IP: 192.168.1.89 MAC: 80: via 80:Lease time: 30240 min. Link rate: 111.0 Mbps
06:13:42, 24 Jul.
(208104.170000) Lease requested
06:13:42, 24 Jul.
ath00: STA 80 IEEE 802.11: Client associated
06:13:38, 24 Jul.
(208100.050000) CWMP: session closed due to error: Could not resolve host
06:13:38, 24 Jul.
(208100.030000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:13:38, 24 Jul.
(208100.030000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:13:38, 24 Jul.
ath00: STA 80: IEEE 802.11: Client disassociated
06:13:07, 24 Jul.
(208069.660000) CWMP: session closed due to error: Could not resolve host
06:13:07, 24 Jul.
(208069.630000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
06:13:07, 24 Jul.
(208069.620000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
06:13:07, 24 Jul.
(208069.250000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
06:13:05, 24 Jul.
(208067.080000) PTM over DSL is down after 3466 minutes uptime
06:13:05, 24 Jul.
(208067.080000) PPPoE is down after 3466 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
06:13:01, 24 Jul.
(208063.680000) PPP LCP Send Termination Request [User request]


Any help appreciated and hopefully it back on when i get back home later.

Moderator's note by Mike (Mav): Post released from Spam Filter.
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stu1892
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Registered: ‎19-08-2019

Re: Broadband Connection dropping randomly.

‎31-07-2023 8:03 PM

It was still off when I got home.
Text help again and it kicked in aftrr 15 minutes or so again.
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Mustrum
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Registered: ‎13-08-2015

Re: Broadband Connection dropping randomly.

‎31-07-2023 8:47 PM

@stu1892   why post the logs from the 24th July?

Can you just filter so it shows the WAN logs - ideally over a few days including the latest ones?

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stu1892
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Re: Broadband Connection dropping randomly.

‎01-08-2023 7:05 AM - edited ‎01-08-2023 7:06 AM

Because that was the only recording I had of it happening and I wasn't aware you could filter, whilst running around trying to get an Internet connection so I could work elsewhere yesterday.

Time and date Message
15:14:04, 31 Jul. (25429.860000) WAN operating mode is VDSL
15:14:04, 31 Jul. (25429.860000) Last WAN operating mode was VDSL
15:14:03, 31 Jul. (25428.290000) PPP IPCP Receive Configuration ACK
15:14:03, 31 Jul. (25428.150000) PPP IPCP Send Configuration Request
15:14:03, 31 Jul. (25428.140000) PPP IPCP Receive Configuration NAK
15:14:03, 31 Jul. (25428.140000) PPP IPCP Send Configuration ACK
15:14:03, 31 Jul. (25428.130000) PPP IPCP Receive Configuration Request
15:14:03, 31 Jul. (25428.120000) PPP IPCP Send Configuration Request
15:14:01, 31 Jul. (25426.700000) PPPoE is up -​ Down Rate=39993Kbps, Up Rate=4996Kbps; SNR Margin Down=8.2dB, Up=7.3dB
15:14:01, 31 Jul. (25426.680000) CHAP authentication successful
15:14:01, 31 Jul. (25426.570000) CHAP Receive Challenge
15:14:01, 31 Jul. (25426.570000) Starting CHAP authentication with peer
15:14:01, 31 Jul. (25426.570000) PPP LCP Receive Configuration ACK
15:14:01, 31 Jul. (25426.560000) PPP LCP Send Configuration ACK
15:14:01, 31 Jul. (25426.550000) PPP LCP Send Configuration Request
15:14:01, 31 Jul. (25426.550000) PPP LCP Receive Configuration Request
15:14:01, 31 Jul. (25426.480000) CHAP Receive Challenge
15:14:01, 31 Jul. (25426.470000) Starting CHAP authentication with peer
15:14:01, 31 Jul. (25426.470000) PPP LCP Receive Configuration ACK
15:14:01, 31 Jul. (25426.470000) PPP LCP Send Configuration Request
15:14:01, 31 Jul. (25426.470000) PPP LCP Receive Configuration Reject
15:14:01, 31 Jul. (25426.470000) PPP LCP Send Configuration ACK
15:14:01, 31 Jul. (25426.460000) PPP LCP Send Configuration Request
15:14:01, 31 Jul. (25426.460000) PPP LCP Receive Configuration Request
15:14:01, 31 Jul. (25426.230000) Starting CHAP authentication with peer
15:14:01, 31 Jul. (25426.230000) PPP LCP Receive Configuration ACK
15:14:01, 31 Jul. (25426.230000) PPP LCP Send Configuration Request
15:14:01, 31 Jul. (25426.220000) PPP LCP Receive Configuration Reject
15:14:01, 31 Jul. (25426.220000) PPP LCP Send Configuration Request
15:13:58, 31 Jul. (25423.360000) PPP LCP Send Configuration ACK
15:13:58, 31 Jul. (25423.360000) PPP LCP Receive Configuration Request
15:13:58, 31 Jul. (25423.220000) PPP LCP Send Configuration Request
15:13:55, 31 Jul. (25420.230000) PPP LCP Send Configuration ACK
15:13:55, 31 Jul. (25420.230000) PPP LCP Receive Configuration Request
15:13:55, 31 Jul. (25420.220000) PPP LCP Send Configuration Request
15:13:49, 31 Jul. (25414.400000) PTM over DSL is up
08:10:50, 31 Jul. ( 35.500000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 35.730000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 36.820000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 35.890000) WAN Auto-​sensing running.
01:00:36, 30 Aug. ( 36.530000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 36.230000) WAN Auto-​sensing running.
04:19:23, 31 Jul. (806029.860000) PTM over DSL is down after 9959 minutes uptime
04:19:23, 31 Jul. (806029.860000) PPPoE is down after 9959 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
04:19:17, 31 Jul. (806024.060000) PPP LCP Send Termination Request [User request]
06:19:46, 24 Jul. (208468.660000) WAN operating mode is VDSL
06:19:46, 24 Jul. (208468.660000) Last WAN operating mode was VDSL
06:19:45, 24 Jul. (208466.760000) PPP IPCP Receive Configuration ACK
06:19:45, 24 Jul. (208466.750000) PPP IPCP Send Configuration Request
06:19:45, 24 Jul. (208466.730000) PPP IPCP Receive Configuration NAK
06:19:45, 24 Jul. (208466.730000) PPP IPCP Send Configuration ACK
06:19:45, 24 Jul. (208466.730000) PPP IPCP Receive Configuration Request
06:19:44, 24 Jul. (208466.360000) PPP IPCP Send Configuration Request
06:19:42, 24 Jul. (208464.710000) PPPoE is up -​ Down Rate=39993Kbps, Up Rate=4996Kbps; SNR Margin Down=8.9dB, Up=7.3dB
06:19:42, 24 Jul. (208464.690000) CHAP authentication successful
06:19:42, 24 Jul. (208464.520000) CHAP Receive Challenge
06:19:42, 24 Jul. (208464.520000) Starting CHAP authentication with peer
06:19:42, 24 Jul. (208464.510000) PPP LCP Receive Configuration ACK
06:19:42, 24 Jul. (208464.510000) PPP LCP Send Configuration ACK
06:19:42, 24 Jul. (208464.500000) PPP LCP Send Configuration Request
06:19:42, 24 Jul. (208464.500000) PPP LCP Receive Configuration Request
06:19:42, 24 Jul. (208464.410000) CHAP Receive Challenge
06:19:42, 24 Jul. (208464.410000) Starting CHAP authentication with peer
06:19:42, 24 Jul. (208464.400000) PPP LCP Receive Configuration ACK
06:19:42, 24 Jul. (208464.400000) PPP LCP Send Configuration Request
06:19:42, 24 Jul. (208464.390000) PPP LCP Receive Configuration Reject
06:19:42, 24 Jul. (208464.390000) PPP LCP Send Configuration ACK
06:19:42, 24 Jul. (208464.390000) PPP LCP Receive Configuration Request
06:19:42, 24 Jul. (208464.390000) PPP LCP Send Configuration Request
06:19:35, 24 Jul. (208457.210000) PTM over DSL is up
06:16:42, 24 Jul. (208284.260000) PTM over DSL is down after 0 minutes uptime
06:16:31, 24 Jul. (208272.790000) PTM over DSL is up
06:13:05, 24 Jul. (208067.080000) PTM over DSL is down after 3466 minutes uptime
06:13:05, 24 Jul. (208067.080000) PPPoE is down after 3466 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
06:13:01, 24 Jul. (208063.680000) PPP LCP Send Termination Request [User request]
20:26:48, 21 Jul. ( 95.690000) WAN operating mode is VDSL
20:26:48, 21 Jul. ( 95.690000) Last WAN operating mode was VDSL
20:26:47, 21 Jul. ( 93.970000) PPP IPCP Receive Configuration ACK
20:26:46, 21 Jul. ( 93.860000) PPP IPCP Send Configuration Request
20:26:46, 21 Jul. ( 93.850000) PPP IPCP Receive Configuration NAK
20:26:46, 21 Jul. ( 93.850000) PPP IPCP Send Configuration ACK
20:26:46, 21 Jul. ( 93.840000) PPP IPCP Receive Configuration Request
20:26:46, 21 Jul. ( 93.830000) PPP IPCP Send Configuration Request
20:26:45, 21 Jul. ( 92.350000) PPPoE is up -​ Down Rate=39993Kbps, Up Rate=4996Kbps; SNR Margin Down=8.9dB, Up=7.2dB
20:26:45, 21 Jul. ( 92.330000) CHAP authentication successful
20:26:45, 21 Jul. ( 92.180000) CHAP Receive Challenge
20:26:45, 21 Jul. ( 92.180000) Starting CHAP authentication with peer
20:26:45, 21 Jul. ( 92.180000) PPP LCP Receive Configuration ACK
20:26:45, 21 Jul. ( 92.170000) PPP LCP Send Configuration ACK
20:26:45, 21 Jul. ( 92.160000) PPP LCP Send Configuration Request
20:26:45, 21 Jul. ( 92.160000) PPP LCP Receive Configuration Request
20:26:45, 21 Jul. ( 92.050000) CHAP Receive Challenge
20:26:45, 21 Jul. ( 92.050000) Starting CHAP authentication with peer
20:26:45, 21 Jul. ( 92.050000) PPP LCP Receive Configuration ACK
20:26:45, 21 Jul. ( 92.040000) PPP LCP Send Configuration Request
20:26:45, 21 Jul. ( 92.040000) PPP LCP Receive Configuration Reject
20:26:45, 21 Jul. ( 92.040000) PPP LCP Send Configuration ACK
20:26:45, 21 Jul. ( 92.030000) PPP LCP Receive Configuration Request
20:26:45, 21 Jul. ( 92.030000) PPP LCP Send Configuration Request
20:26:38, 21 Jul. ( 85.900000) PTM over DSL is up
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Dan_the_Van
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Re: Broadband Connection dropping randomly.

‎01-08-2023 8:00 AM

@stu1892 

15:13:49, 31 Jul. (25414.400000) PTM over DSL is up
08:10:50, 31 Jul. ( 35.500000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 35.730000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 36.820000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 35.890000) WAN Auto-​sensing running.
01:00:36, 30 Aug. ( 36.530000) WAN Auto-​sensing running.
01:00:35, 30 Aug. ( 36.230000) WAN Auto-​sensing running.
04:19:23, 31 Jul. (806029.860000) PTM over DSL is down after 9959 minutes uptime
04:19:23, 31 Jul. (806029.860000) PPPoE is down after 9959 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
04:19:17, 31 Jul. (806024.060000) PPP LCP Send Termination Request [User request]

The DSL connection went down at 04:19:23 

It looks like the Hub rebooted for some reason around 08:10:50, 31 Jul. ( 35.500000) WAN Auto-​sensing running. 

( 35.500000) 35 in the brackets is the number of seconds for the Hub system uptime

WAN Auto sensing only occurs during a power up sequence, 01:00:35, 30 Aug, is the Hubs system time until the clock is synced using NTP.

It would be interesting to see all the of events between

04:19:17, 31 Jul. (806024.060000) PPP LCP Send Termination Request [User request]

and

15:13:49, 31 Jul. (25414.400000) PTM over DSL is up

I won't be able to comment further today as I'm out.

Dan

 

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stu1892
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Re: Broadband Connection dropping randomly.

‎07-08-2023 8:33 PM

Thanks for that Dan.

It's happened again this evening. Went off about 8.15pm and just waiting for it to come back on and I'll check the logs.

Which events were you interested in seeing?

Cheers
Stu
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Dan_the_Van
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Re: Broadband Connection dropping randomly.

‎08-08-2023 7:50 AM

Hi,

Did the colours of the lights on the hub change? Did it ever recover? Do you know if your neighbours are having the same issue?

If you capture ALL events for the period the connection went down to the point it recovered, if possible attach as a text file otherwise the post might be long. Paper clip below to attach a file.

 

 

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willcutforth
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Re: Broadband Connection dropping randomly.

‎08-08-2023 10:44 AM

Hey there @stu1892 I have just checked the line and I can't see any obvious issues with it from our side!

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
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stu1892
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Re: Broadband Connection dropping randomly.

‎17-08-2023 6:10 AM

Apologies, i've been on holiday!

I've attached the logs for this morning.  I know it come back on around 5.15, but not sure when it went off so included up until i logged off last night.

I selected all events. 

Same issue again.  No broadband.

 

Cheers

Stu

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James30
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Re: Broadband Connection dropping randomly.

‎17-08-2023 9:26 AM

@stu1892 - Hiya I've ran a few tests from my end and it's not showing any red flags, this is a connection log I can see @ http://visualradius.plus.net/visualradius/generated/image16922602421373.png do the breaks in the graph reflect when you have seen drops happen?

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
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Dan_the_Van
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Re: Broadband Connection dropping randomly.

‎17-08-2023 9:51 AM

@James30 

The attached log file show these times

03:08:51, 17 Aug. (801924.390000) PTM over DSL is down after 13353 minutes uptime

05:13:54, 17 Aug. (809428.220000) PTM over DSL is up

Looking at your graph the timings look the same.

Was there any maintenance  activity over that period?

 

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James30
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Re: Broadband Connection dropping randomly.

‎17-08-2023 10:20 AM

Dan_the_Van, I can't @ you in for some reason but I've check for currently incidents/MSO's and there isn't any but I can't see historically so I can't say for sure what happend. 

If this post resolved your issue please click the 'This fixed my problem' button
James - Plusnet Sheffield
Plusnet Help Team
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Dan_the_Van
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Re: Broadband Connection dropping randomly.

‎17-08-2023 10:41 AM

@James30 

Thanks for checking, as you know some overnight disconnects can be down to BT or Openreach fiddling!

The Hub was rebooted 9 days ago (13353 minutes ) and was stable until

03:08:46, 17 Aug. (801919.370000) PPP LCP Send Termination Request [User request]

03:08:51, 17 Aug. (801924.390000) PPPoE is down after 13353 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

03:08:51, 17 Aug. (801924.390000) PTM over DSL is down after 13353 minutes uptime

So it could be a one off.

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stu1892
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Re: Broadband Connection dropping randomly.

‎17-08-2023 11:00 AM

This has happened 12 times since June, that we've noticed.

I've missed one day of work and twice had to move to different locations to work, which isn't ideal middle of the day to put it lightly.

Virgin have been doing some work in the street over the last few months, but I presume that wouldn't have an effect on the BT system?
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stu1892
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Re: Broadband Connection dropping randomly.

‎17-08-2023 11:07 AM

@James30
That may well be the case. This is the only issue we've had for years. So the only disconnections will be DSL / rebooting the router because of connection dropping (doesn't fix anything). I'd have to cross reference times I've text help line with the graph to be 100% on those times, but that 31st July looks like the worst one.

I used to have a fixed IP due to the nature of my work and a previous disconnection issue, not sure if this is related.
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