Drop out at the same time every evening

[#1]

Ok, so it's not letting me copy and paste the data here, the forum has just deleted the one I posted with the Hub Helpdesk data pasted in.

[#2]

I'm now trying the log data after converting to plain text:

This is just after an event tonight - it's still happening at around 20:10, even after the clock change. There is no PPP section on my Hub One, but there is WAN, showing PPP items:

20:11:41, 09 Nov.
(1219889.000000) WAN operating mode is VDSL
20:11:41, 09 Nov.
(1219888.990000) Last WAN operating mode was VDSL
20:11:39, 09 Nov.
(1219886.940000) PPP IPCP Receive Configuration ACK
20:11:39, 09 Nov.
(1219886.930000) PPP IPCP Send Configuration Request
20:11:39, 09 Nov.
(1219886.920000) PPP IPCP Receive Configuration NAK
20:11:39, 09 Nov.
(1219886.920000) PPP IPCP Send Configuration ACK
20:11:39, 09 Nov.
(1219886.920000) PPP IPCP Receive Configuration Request
20:11:39, 09 Nov.
(1219886.890000) PPP IPCP Send Configuration Request
20:11:37, 09 Nov.
(1219885.040000) PPPoE is up - Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=8.7dB, Up=15.4dB
20:11:37, 09 Nov.
(1219885.020000) CHAP authentication successful
20:11:37, 09 Nov.
(1219884.960000) CHAP Receive Challenge
20:11:37, 09 Nov.
(1219884.960000) Starting CHAP authentication with peer
20:11:37, 09 Nov.
(1219884.960000) PPP LCP Receive Configuration ACK
20:11:37, 09 Nov.
(1219884.950000) PPP LCP Send Configuration Request
20:11:37, 09 Nov.
(1219884.950000) PPP LCP Receive Configuration Reject
20:11:37, 09 Nov.
(1219884.950000) PPP LCP Send Configuration ACK
20:11:37, 09 Nov.
(1219884.940000) PPP LCP Receive Configuration Request
20:11:37, 09 Nov.
(1219884.940000) PPP LCP Send Configuration Request
20:10:45, 09 Nov.
(1219833.040000) PTM over DSL is up
20:10:08, 09 Nov.
(1219796.150000) PTM over DSL is down after 7199 minutes uptime
20:10:08, 09 Nov.
(1219796.150000) PPPoE is down after 7198 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
20:10:04, 09 Nov.
(1219792.480000) PPP LCP Send Termination Request [User request]
20:11:19, 04 Nov.
(787877.750000) WAN operating mode is VDSL
20:11:19, 04 Nov.
(787877.750000) Last WAN operating mode was VDSL
20:11:18, 04 Nov.
(787875.900000) PPP IPCP Receive Configuration ACK
20:11:18, 04 Nov.
(787875.890000) PPP IPCP Send Configuration Request
20:11:18, 04 Nov.
(787875.870000) PPP IPCP Receive Configuration NAK
20:11:18, 04 Nov.
(787875.870000) PPP IPCP Send Configuration ACK
20:11:18, 04 Nov.
(787875.870000) PPP IPCP Receive Configuration Request
20:11:18, 04 Nov.
(787875.860000) PPP IPCP Send Configuration Request
20:11:16, 04 Nov.
(787874.180000) PPPoE is up - Down Rate=79904Kbps, Up Rate=19999Kbps; SNR Margin Down=8.7dB, Up=15.3dB
20:11:16, 04 Nov.
(787874.160000) CHAP authentication successful
20:11:16, 04 Nov.
(787874.110000) CHAP Receive Challenge
20:11:16, 04 Nov.
(787874.110000) Starting CHAP authentication with peer
20:11:16, 04 Nov.
(787874.100000) PPP LCP Receive Configuration ACK
20:11:16, 04 Nov.
(787874.100000) PPP LCP Send Configuration Request
20:11:16, 04 Nov.
(787874.090000) PPP LCP Receive Configuration Reject
20:11:16, 04 Nov.
(787874.090000) PPP LCP Send Configuration ACK
20:11:16, 04 Nov.
(787874.090000) PPP LCP Receive Configuration Request
20:11:16, 04 Nov.
(787874.090000) PPP LCP Send Configuration Request
20:10:24, 04 Nov.
(787822.150000) PTM over DSL is up
20:09:48, 04 Nov.
(787786.420000) PTM over DSL is down after 13128 minutes uptime
20:09:48, 04 Nov.
(787786.420000) PPPoE is down after 13127 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
20:09:44, 04 Nov.
(787782.730000) PPP LCP Send Termination Request [User request]

I didn't request it BTW!

Cheers

[#3]

Ok, don't know what's going on here, but the forum is deleting anything I post with pasted data in it.

I have had another event on the router this evening too. Again at 20:10 (ish) orange light comes on and internet goes off for a few moments.

It seems to show a user request (not me) to terminate the connection.

Cheers

[#4]

Andy - try putting in as an attachment.

[#5]

OK @jab1 , I'll try this:

[#6]

@Wildroverandy 

sorry about the wrong category, I was confusing Hub's it would be WAN, still you've posted what was required.

The connection stats are good, you must be near to the green cabinet.

Yes your connection has gone down about the same time, your example is five days apart, are there any missing between?

20:09:44, 04 Nov. (787782.730000) PPP LCP Send Termination Request [User request]

20:10:04, 09 Nov. (1219792.480000) PPP LCP Send Termination Request [User request]

User request forms part of a standard DSL disconnect message.

The number in brackets (787782,730000) is the number of seconds the Hub has been switched on, so 9 days and 14 days

Can you thing of anything that might have caused this event, anything knocking the master phone socket, receiving/making a phone call?

Pity you do not have a Windows PC for router stats

[#7]

Are there any time related TR69 messages?  Could this be the router "calling home" looking for updates?

[#8]

@Wildroverandy 

Can you select either of the " PPP LCP Send Termination Request [User request]" and post ALL events five minutes either side.

Thanks

[#9]

@Dan_the_Van 

Thank you, there is nothing in the 10-15 minutes before that last event. I've copied in a few items in the bunch before anyway, and a few after.

Cheers

[#10]

@Wildroverandy 

The event log does not really give us anymore, I can see the Hub one is connected to the management server "Firmware version: Software version 4.7.5.1.83.8.289.1.3 Last updated 09/09/24"

The event occurring around 20:10 has stayed at that time even after the clocks went back to GMT, as to what the cause is not obvious, are you aware of any neighbours with the same sort of issue at the time?

Can the fault occur everyday at that time or is there days it does not occur, is there a pattern, like every five days?

A line fault would have random times and more constant; this is why electrical noise is considered to be the fault cause.

It's not likely be the Hub as you were having the same issue with the BT device.

[#11]

Hi @Dan_the_Van 

Thanks for continuing the follow up here. Apologies for not replying for a few days, had some hard days at work, so have ignored this a bit.

The logs seem to show a few days between, perhaps a 5 day cycle (I'll know tonight maybe).

Can't say any neighbours have said anything, although it's not been a conversation that's come up at all. We have had a lot of FF installation activity lately, and we also have a local telecom (KCom) installing their own system too. I know they have a monopoly in Hull, not sure if their system could be causing issues, or are they just using the same FF network anyway?

There's nothing in the house that should be causing this, at least not at such a weird regular time. The Smart Meter goes off at 21:00.

We do have a lot of issues with the gas Smart Meter losing connection a lot, is it possible that could be the cause - as I've recently read that the northern Smart Meter network uses a Wireless setup (where the south uses a different signal, apparently), and is notoriously unreliable. It's also quite near to where the router is, albeit the other side of the wall (on the outside of the building).

[#12]

@Wildroverandy 

this type of fault to resolve is the worst, the gaps between events is really unhelpful, that's why we recommend running routerstats as it monitors the DSL connection statics 24/7. Problem is its a windows based application, but it does run on a Linux (not raspberry pi flavour) system with 'Wine' add-on installed.

 I'm on the south coast, my SMETS2 electric smart meter is about 1.2 meters with the gas about 1.5 meters from my Hub Two with the Master Socket being about 50cm, the display is on 24/7 and is about 10 meters from the electric meter.

Some Full Fibre install activity can upset the current infrastructure but that would more likely be a hard fault (completely broken) Hopefully Full Fibre will be available soon with you soon then you can say good bye to DSL issues.

[#13]

@Dan_the_Van 

Yeah, I'm just not going to work around the routerstats thing I think.

Annoyingly enough, it's happened again tonight, but at 21:09.

I see the orange light flashing away, then the broadband icon flashes, then it goes blue again. It's not a router reboot, as the Wifi (and I'd guess Ethernet too, as the TV and AppleTV don't pop up any no network errors) is still connected.

Just in case, I'll attach the logs again.

There is literally nothing else going on in the house, we're both sitting there just watching TV.

[#14]

Moderator's note by Mike (Mav): Three posts released from Spam Filter.

[#15]

Ok, so its happened again, but weirdly at about 21:10 this time.

Anyway, I've come to a decision, so for now I've renewed my current normal Fibre contract, as we're otherwise happy with the speed and stability. We'll worry about the switch off stuff when the time comes.

I also added a new Hub Two router to the order. I know we've probably proven the issue isn't the router, but it'd be interesting to see if it might help getting a newer generation model.

Cheers.