Connection dropping out

StuartB24 · ‎06-01-2022

So this last week ive noticed an issue with my connection, speeds read fine but when gaming online i can see the connection quality drops and then comes back. Sometimes enough for me to get booted from the session.

Ive done a ping plotter trace and there are substantial packet losses at hop 1 and 3.

Any thoughts or advice?

StuartB24 · ‎06-01-2022

Router log

Time and date

Message

21:57:53, 06 Jan.

( 1298.760000) Admin login successful by 192.168.1.80 on HTTP

21:41:07, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.61.44]:443->[80.189.83.93]:58255 on ppp3)

21:41:07, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:41:06, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:58000 on ppp3)

21:41:03, 06 Jan.

IN: BLOCK [15] Default policy (TCP [18.197.253.76]:443->[80.189.83.93]:63053 on ppp3)

21:41:03, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:41:02, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:59, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:58, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.46.146.139]:443->[80.189.83.93]:44448 on ppp3)

21:40:58, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:57, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:55, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:54, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.46.146.139]:443->[80.189.83.93]:44448 on ppp3)

21:40:53, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:40:52, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:58000 on ppp3)

21:40:52, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:51, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:40:50, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.46.146.139]:443->[80.189.83.93]:44448 on ppp3)

21:40:48, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:57997 on ppp3)

21:40:47, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:46, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:57997 on ppp3)

21:40:46, 06 Jan.

BLOCKED 5 more packets (because of Default policy)

21:40:45, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:57997 on ppp3)

21:40:44, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:43, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:43, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:40:42, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:58000 on ppp3)

21:40:41, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:40:40, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:58000 on ppp3)

21:40:40, 06 Jan.

BLOCKED 4 more packets (because of Default policy)

21:40:39, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.17.44]:443->[80.189.83.93]:58000 on ppp3)

21:40:39, 06 Jan.

BLOCKED 8 more packets (because of Default policy)

21:40:38, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:1024 on ppp3)

21:40:35, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:29, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.95.117.89]:443->[80.189.83.93]:45072 on ppp3)

21:40:25, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:24, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:22, 06 Jan.

IN: BLOCK [15] Default policy (TCP [45.146.164.204]:43465->[80.189.83.93]:53473 on ppp3)

21:40:20, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:19, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:17, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:16, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:40:15, 06 Jan.

IN: BLOCK [15] Default policy (TCP [89.248.165.53]:56613->[80.189.83.93]:2089 on ppp3)

21:40:11, 06 Jan.

IN: BLOCK [15] Default policy (TCP [209.141.51.67]:59634->[80.189.83.93]:512 on ppp3)

21:40:11, 06 Jan.

IN: BLOCK [15] Default policy (TCP [157.90.94.243]:443->[80.189.83.93]:55800 on ppp3)

21:40:08, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.94.222.208]:443->[80.189.83.93]:40460 on ppp3)

21:40:07, 06 Jan.

IN: BLOCK [15] Default policy (TCP [51.132.208.147]:443->[80.189.83.93]:52841 on ppp3)

21:40:06, 06 Jan.

( 231.570000) Admin login successful by 192.168.1.80 on HTTP

21:40:06, 06 Jan.

BLOCKED 3 more packets (because of Default policy)

21:40:05, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:40:02, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:40:01, 06 Jan.

IN: BLOCK [15] Default policy (TCP [217.26.53.89]:443->[80.189.83.93]:62837 on ppp3)

21:40:01, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:40:00, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:59, 06 Jan.

IN: BLOCK [15] Default policy (TCP [151.101.2.133]:443->[80.189.83.93]:59645 on ppp3)

21:39:57, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:55, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:47, 06 Jan.

IN: BLOCK [15] Default policy (TCP [213.123.242.163]:443->[80.189.83.93]:58278 on ppp3)

21:39:47, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:47, 06 Jan.

OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.75]:36462->[54.159.137.14]:443 on ppp3)

21:39:46, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:45, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:44, 06 Jan.

IN: BLOCK [15] Default policy (TCP [213.123.242.163]:443->[80.189.83.93]:58278 on ppp3)

21:39:43, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:42, 06 Jan.

IN: BLOCK [15] Default policy (TCP [213.123.242.163]:443->[80.189.83.93]:58278 on ppp3)

21:39:42, 06 Jan.

BLOCKED 3 more packets (because of Default policy)

21:39:41, 06 Jan.

IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [52.84.89.92]:443->[80.189.83.93]:42676 on ppp3)

21:39:41, 06 Jan.

IN: BLOCK [15] Default policy (TCP [213.123.242.163]:443->[80.189.83.93]:58278 on ppp3)

21:39:41, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:40, 06 Jan.

IN: BLOCK [15] Default policy (TCP [213.123.242.163]:443->[80.189.83.93]:58278 on ppp3)

21:39:40, 06 Jan.

IN: BLOCK [15] Default policy (TCP [18.132.109.91]:443->[80.189.83.93]:63039 on ppp3)

21:39:38, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:30, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:28, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:27, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:25, 06 Jan.

IN: BLOCK [15] Default policy (TCP [160.44.204.155]:5223->[80.189.83.93]:52360 on ppp3)

21:39:24, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:23, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:22, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:1024 on ppp3)

21:39:21, 06 Jan.

IN: BLOCK [15] Default policy (TCP [104.244.42.133]:443->[80.189.83.93]:60628 on ppp3)

21:39:20, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:20, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:19, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:18, 06 Jan.

IN: BLOCK [15] Default policy (TCP [52.95.117.89]:443->[80.189.83.93]:45072 on ppp3)

21:39:16, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:16, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:15, 06 Jan.

IN: BLOCK [15] Default policy (TCP [35.241.45.82]:443->[80.189.83.93]:52691 on ppp3)

21:39:11, 06 Jan.

IN: BLOCK [15] Default policy (TCP [135.92.6.73]:443->[80.189.83.93]:48817 on ppp3)

21:39:10, 06 Jan.

( 175.620000) CWMP: session closed due to error: Timeout

21:39:09, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:08, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:39:05, 06 Jan.

IN: BLOCK [15] Default policy (TCP [20.54.37.73]:443->[80.189.83.93]:64006 on ppp3)

21:39:05, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:39:04, 06 Jan.

BLOCKED 2 more packets (because of Default policy)

21:39:00, 06 Jan.

IN: BLOCK [15] Default policy (UDP [2.56.196.50]:4500->[80.189.83.93]:4500 on ppp3)

21:38:56, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:38:55, 06 Jan.

IN: BLOCK [15] Default policy (TCP [20.54.37.73]:443->[80.189.83.93]:64006 on ppp3)

21:38:54, 06 Jan.

IN: BLOCK [15] Default policy (UDP [146.88.240.248]:39195->[80.189.83.93]:37833 on ppp3)

21:38:54, 06 Jan.

BLOCKED 1 more packets (because of Default policy)

21:38:53, 06 Jan.

IN: BLOCK [15] Default policy (TCP [160.44.204.155]:5223->[80.189.83.93]:52360 on ppp3)


	Next

Townman · ‎22-08-2007

Hi Stuart,

A warm welcome to the forums.

The router log showing the firewall doing its job might not be the first place to start. It is helpful to cover the basics first - see what your line is doing against what it should be doing.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below. From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link. NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.

Phone Faults

What are the expectations for your line?

Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.

How is your line performing?

Please post your router stats; for PN routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics, download the .PDF report and post the results here. DO NOT REBOOT the router!

Check the Plusnet user portal for the "Current Line Speed" which is relevant to users with static IP addresses.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

Gandalf · ‎21-04-2017

Thanks for your post @StuartB24

I'm really sorry to see you're having connection issues.

I've tested your line today and the tests are showing a bridge tap, which is generally a wiring issue, so I'd like to arrange a Qube engineer visit (working on behalf of BT) with you to investigate further and look at resolving.

Could you reply to the ticket I've logged on your account Here with when you'll be available for a visit? If you can post back once you've responded, I'll make sure we book the engineer as soon as we can.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

StuartB24 · ‎06-01-2022

Hi

Responded to appointment request.

Is it likely to be a wiring issue external to the property as nothing has changed internally within the last week?

Thanks

Gandalf · ‎21-04-2017

Hi Stuart,

I've booked the engineer visit and updated the ticket 220888545 with the appointment details.

Potentially the bridge tap may be a red herring and not affecting your service but I think it'd be a good idea to have to investigated. In the meantime, it may be worth going through some troubleshooting steps @Townman's suggested.

Also, are your devices connecting wirelessly to your router or plugged into it using an ethernet cable?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

StuartB24 · ‎06-01-2022

Thanks for that.

I have a cat 6 run from my office to the lounge with ethernet cables on either end from PC and to Router.

Been spot on since I ran installed the cable, now I get these sudden short term drops in quality when gaming, before it bounces back again.

Gandalf · ‎21-04-2017

No problem, in that case we can rule out a wireless issue.

Let's see how things go once the bridge tap is sorted out.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.

Anoush Mortazavi
Plusnet

Strat · ‎14-04-2007

Moderators Note
This topic has been moved from ADSL Broadband to Fibre Broadband.

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