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Internet drop-out

Boring25
Contributor
Contributor

‎28-06-2022 09:52 AM

We recently had very frequent drop outs of our internet so contacted EE, they did the following:

Found a problem on the line which an engineer has supposedly fixed

Sent a brand new more up to date router.

 

Drop outs had gone for a few days up until just now where it cut out for approx 1 minute. The router log file at time of drop out shows this:

 

09:44:29 28 Jun. Receive a DHCP request    
09:44:28 28 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT 
09:44:27 28 Jun. WAN Sensing Auto sensing Running   
09:44:27 28 Jun. Success - secondary DNS servers    
09:44:27 28 Jun. Success - primary DNS servers    
09:44:27 28 Jun. WAN connection WAN2_INTERNET_PTM connected  
09:44:27 28 Jun. PPP: IPCP up     
09:44:27 28 Jun. PPP IPCP Receive Configuration ACK   
09:44:27 28 Jun. PPP IPCP Send Configuration Request   
09:44:27 28 Jun. PPP IPCP Receive Configuration NAK   
09:44:26 28 Jun. PPP IPCP Send Configuration ACK    
09:44:26 28 Jun. PPP IPCP Receive Configuration Request   
09:44:26 28 Jun. PPP IPV6CP Send Configuration Request   
09:44:26 28 Jun. PPP IPCP Send Configuration Request   
09:44:26 28 Jun. PPP: CHAP authentication succeeded   
09:44:26 28 Jun. PPP CHAP Receive success : authentication successful  
09:44:26 28 Jun. PPP CHAP Receive Challenge    
09:44:26 28 Jun. PPP: LCP up      
09:44:26 28 Jun. PPP LCP Receive Configuration ACK   
09:44:26 28 Jun. PPP LCP Send Configuration ACK    
09:44:26 28 Jun. PPP LCP Receive Configuration Request   
09:44:26 28 Jun. PPP LCP Send Configuration Request   
09:44:24 28 Jun. 2.4G Client disassociate from c0:b5:d7:03:9e:55  (IP=192.168.1.114) RSSI=0 Rate=0Mbps     
09:44:23 28 Jun. PPP: Received PADS     
09:44:23 28 Jun. PPP: Sending PADR     
09:44:23 28 Jun. PPP: Received PADO     
09:44:23 28 Jun. PPP: Sending PADI     
09:44:18 28 Jun. PPP: Sending PADI     
09:44:13 28 Jun. PPP: Sending PADI     
09:44:08 28 Jun. PPP: Sending PADI     
09:44:03 28 Jun. PPP: Sending PADI     
09:43:58 28 Jun. PPP: Sending PADI     
09:43:53 28 Jun. PPP: Sending PADI     
09:43:52 28 Jun. Multicast stream started by client 192.168.1.253  
09:43:52 28 Jun. Multicast event client join group:224.0.1.60 client:192.168.1.253 
09:43:52 28 Jun. Multicast stream request. client:192.168.1.253 group:224.0.1.60 
09:43:48 28 Jun. PPP: Sending PADI     
09:43:43 28 Jun. PPP: Sending PADI     
09:43:39 28 Jun. 2.4G Client associate from c0:b5:d7:03:9e:55 (IP=192.168.1.114) RSSI=-56 Rate=72Mbps host DESKTOP-FB92O2M   
09:43:39 28 Jun. 2.4G Client associate from c0:b5:d7:03:9e:55 (IP=192.168.1.114) RSSI=-56 Rate=72Mbps host DESKTOP-FB92O2M   
09:43:38 28 Jun. 2.4G Client associate from c0:b5:d7:03:9e:55 (IP=192.168.1.114) RSSI=-57 Rate=0Mbps host DESKTOP-FB92O2M   
09:43:38 28 Jun. Receive a DHCP request    
09:43:38 28 Jun. Receive a DHCP request    
09:43:38 28 Jun. DHCP device Connected: 192.168.1.114 c0:b5:d7:03:9e:55 DESKTOP-FB92O2M    
09:43:38 28 Jun. PPP: Sending PADI     
09:43:38 28 Jun. Receive a DHCP request    
09:43:38 28 Jun. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT 
09:43:34 28 Jun. 5G Client disassociate from c0:b5:d7:03:9e:55  (IP=192.168.1.114) RSSI=0 Rate=0Mbps     
0 Helpful
6 REPLIES 6
Mustrum
Ace Contributor
Ace Contributor

‎28-06-2022 11:53 AM

@Boring25  hi, is it just one drop, if so I would not worry about it.

 

Posting raw log files of a single event does not help, it would be better to use a filter that can then show how often the drops happen.

 

If you are getting more than a single drop, get back to the Broadband care team who may decide you need another engineer visit.

0 Helpful
XRaySpeX
Grand Master
Grand Master

‎28-06-2022 12:52 PM

Welcome to EE's Home Broadband Forum.

There isn't even 1 "Down" or "drop out" in that extract of the log. What colours are the light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

  • For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
  • For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
0 Helpful
Boring25
Contributor
Contributor
In response to Mustrum

‎28-06-2022 01:44 PM

It has happened 3 times today for 1-2 minutes each time

0 Helpful
Boring25
Contributor
Contributor
In response to XRaySpeX

‎28-06-2022 03:11 PM

This is a list of your EE Smart Hub settings and current statistics.

Product name:Smart Hub
 

 

Serial number:+EEH001+2119001783
 

 

Firmware version:v0.06.01.08190-EE
 

 

Firmware updated:Your Firmware has not been updated.
 

 

Board version:01
 

 

DSL uptime:0 Days, 2 Hours, 40 Mins, 17 Secs
 

 

Data rate:9.99 Mbps / 23.27 Mbps
 

 

Maximum data rate:10.27 Mbps / 32.80 Mbps
 

 

Noise margin (up/down):7.4 / 9.0
 

 

Line attenuation (up/down):28.2 / 21.8
 

 

Signal attenuation (up/down):27.5 / 21.1
 

 

Data sent / received:523.8 MB / 1.1 GB
 

 

Broadband username
 
 

 

Software variant:-

 

 

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017
 
 
0 Helpful
Boring25
Contributor
Contributor
In response to Boring25

‎28-06-2022 03:12 PM

Telephone Number on Exchange LUTTERWORTH is served by Cabinet 19
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

62.24313.98.635AvailableAvailable--
61.14013.6834AvailableAvailable--
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33050--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in JumperWBC ADSL 2+ADSL MaxWBC Fixed RateFixed Rate
Up to 2--1 to 3AvailableYes
Up to 1--1 to 3Available--
1----AvailableYes
1----Available--
SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in JumperWBC SOADSL 2+SOADSL MaxSOADSL Fixed Rate
Up to 2--1 to 3--Yes
Up to 1-- ----
Up to 1--1 to 3--Yes
Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
39.99
11.42
2022-06-23
Other Offerings Availability DateVDSL MulticastADSL Multicast
Available
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
N
--
--
--
Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction
N
N
Y
0 Helpful
XRaySpeX
Grand Master
Grand Master
In response to Boring25

‎28-06-2022 03:24 PM - edited ‎28-06-2022 03:44 PM

You could be getting a sync speed of about 40-50 Meg but are only getting 27 Meg. You were getting 40 Meg 5 days ago which together with your Up speed of 10 Meg suggests you are only on the standard 40 Meg capped Fibre product. I suspect noise on the line is triggering discons and thus causing the DLM to kill your speeds.

 

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

 

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)