topic Re: Internet drop-out in Broadband & Landline

Internet drop-out

Boring25 — Tue, 28 Jun 2022 08:52:16 GMT

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

Re: Internet drop-out

Mustrum — Tue, 28 Jun 2022 10:53:17 GMT

@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.

Re: Internet drop-out

XRaySpeX — Tue, 28 Jun 2022 11:52:45 GMT

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.

Re: Internet drop-out

Boring25 — Tue, 28 Jun 2022 12:44:08 GMT

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

Re: Internet drop-out

Boring25 — Tue, 28 Jun 2022 14:11:43 GMT

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

Re: Internet drop-out

Boring25 — Tue, 28 Jun 2022 14:12:27 GMT

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)

62.2	43	13.9	8.6	35	Available	Available	--
61.1	40	13.6	8	34	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

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 3	Available	Yes
Up to 1	--	1 to 3	Available	--
1	--	--	Available	Yes
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

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Re: Internet drop-out

XRaySpeX — Tue, 28 Jun 2022 14:44:31 GMT

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?