Drop out at the same time every evening

[#1]

Hi,

We seem to get a drop out most evenings, at exactly the same time (8:10pm). We have no speed issues - a steady 70+Mbps down and 19Mbps up. I don't notice this happening at any other time.

We mostly notice it as it's often in the middle of watching something we're streaming, which freezes, and then needs restarting once the drop out clears.

I'm using a BT Business Smart Hub, which I got to use bridge mode for a while, but it has better WiFi than the Plusnet Hub One we originally got, so I continue to use it in a normal setup.

I have tried swapping the modems back, but it made no difference, so reasonably sure it's not a modem, or setting, issue.

It's not like a full reboot of the router either, the red light flashes away, but not for as long as when you do a reboot, then pretty much goes straight back to blue, and all is fine again (the BT router usually also cycles through green during a reboot, and takes ages to start up again).

I can only think there's a Plusnet reset going on, or something like it.

Don't know if one of the PN guys could perhaps have a look and see if anything is going on there.

[#2]

@Wildroverandy Does the error log give any clues?

[#3]

Hi John,

Thanks, well, it seems to confirm the connection at least, here's an extract from the log that seem relevant to the problem.

20:09:27, 25 Oct.

:VLAN VLAN_DATA disconnected

20:09:27, 25 Oct.

:Connection to the Internet has been terminated.(Reboot,Reconfiguration,forced termination)

20:09:25, 25 Oct.

ppp1:The DYN ROUTE [212.159.6.9/32 gw 172.16.13.163] is deleted

20:09:25, 25 Oct.

ppp1:The DYN ROUTE [212.159.13.49/32 gw 172.16.13.163] is deleted

20:09:23, 25 Oct.

dsl:VDSL Link Down: duration was 259141 seconds

I'm not sure how much of it is needed here, but I found a similar set of data from two days ago.

Cheers,

Andy.

[#4]

@Wildroverandy Can you export the whole log, and attach it to a post, please - extracts are not too helpful. Might be tomorrow before I look, though.

[#5]

@jab1 yes, I can do that.

Thanks.

[#6]

Not being a network engineer, I could be wrong here, but I suspect the constant ~48 hour 'bootstrap' entries in that log will give someone an idea.

I don't know, but I would suspect a failing Hub.

@MisterW  - am I barking up the wrong tree?

[#7]

@jab1 

You need to look at the events sequence

16:00:42, 11 Oct.,ppp1:TR69 connectivity to (pbthdmw.bt.m) has failed
16:00:42, 11 Oct.,ppp1:TR69 unable to send Inform message
16:00:42, 11 Oct.,ppp1:TR69 event found : 0 BOOTSTRAP
16:00:41, 11 Oct.,ppp1:TR69 sending Inform message
16:00:39, 11 Oct.,ppp1:TR69 creating new session with ACS

The Hub repeatedly attempting to contact the TR69 system to report a BOOTSTRAP ( a system start of the hub)

So these messages are a result of "TR69 connectivity to (pbthdmw.bt.m) has failed"

I found  two VDSL down/up message for 22nd and 25th, the event log only goes back to 11th October

20:09:49, 25 Oct.,dsl:VDSL link Up: Down Rate=97099Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
20:09:23, 25 Oct.,dsl:VDSL Link Down: duration was 259141 seconds
20:10:25, 22 Oct.,dsl:VDSL link Up: Down Rate=97130Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
20:09:59, 22 Oct.,dsl:VDSL Link Down: duration was 304066 second

I leave the rest to you and @MisterW 

[#8]

@Dan_the_Van Thanks. I found (I think) 330 'BOOTSTRAP' entries, but as I said above, this is off my pay-grade, so I am reluctant to comment further.

[#9]

@jab1 

my guess behind the messages is that pbthdmw.bt.m no longer exists, it is not contactable from the plusnet network or maybe the device is longer registered on the BT management system.

The two VDSL drops would be more of a concern for now.

For me I'd look to see if plusnet would supply a Hub Two, which should provide better wireless coverage to a Hub One, this may require a contract renewal.

[#10]

Fair enough, @Dan_the_Van 

[#11]

So these messages are a result of "TR69 connectivity to (pbthdmw.bt.m) has failed"

@jab1 I'd concur with @Dan_the_Van , its trying ( and failing ) to contact the BT TR069 server to report the bootstrap.  Nothing to be concerned about.

As @Dan_the_Van says, the DSL drops are the problem. What's confusing me slightly is that on the DSL Up , the Downstream sysnc is reported as 97 - 101 Mb!! The max VDSL sysnc should be 80 Mb!

Maybe the BT hub is reporting the maximum available ?

Either way, a Hub 2 is going to be useful , if only that it will enable CSC to get diagnostics, and therefore be able to progress any fault report

[#12]

Cheers, @MisterW . I'll leave the decisions to @Wildroverandy .

[#13]

What I noticed is that whilst the connection is reportedly droppimg every day at the same time, sync has not been lost for almost exactly 3 days.It is also trying to pick up again with a lowly 3dB upsream SNR suggesting that there is a lot of noise on the line.

This suggests to me that the cause is something local that is switching, most likely on a time clock, each evening.

@Wildroverandy 

Do you have anything that is switching at this time such as a central heationg boiler? Also is the hub located away from appliances such as a TV?

[#14]

Not disagreeing with the possible cause, as switch which causes electrical noise when switching to OFF would be a likely contender.

A Hub Two would of benefit as it may reduce the superfluous event messages that are occurring.

What would be helpful would to know the following from the BT Hub.

Data rate:
Noise margin:
Line attenuation:
Signal attenuation:

[#15]

@Dan_the_Van 

I carefully avoided using the Off word. I agree that disconnecting can put a nasty spike on the line, which can cause issues.  But also will devices such as fluorescent light starters, spark generators in gas fired appliances etc. generate high levels of interference when switching On.