EE Smart Hub Manager DSL Link Down

[Oneup]

Hello,

for the past months our EE Smart Hub Manager has been reseting everyday varying from 1 AM to 5 AM, and it was not an issue always.

The log seems to be consistently the same.

This is how the log usually looks like at the moment of disconnect:

02:55:16, 17 Jun. PPP IPV6CP Send Configuration Request
02:55:13, 17 Jun. PPP IPV6CP Send Configuration Request
02:55:10, 17 Jun. PPP IPV6CP Send Configuration Request
02:55:07, 17 Jun. PPP IPV6CP Send Configuration Request
02:55:06, 17 Jun. NTP synchronization success
02:55:04, 17 Jun. PPP IPV6CP Send Configuration Request
02:55:01, 17 Jun. PPP IPV6CP Send Configuration Request
02:54:58, 17 Jun. PPP IPV6CP Send Configuration Request
02:54:55, 17 Jun. WAN Sensing Auto sensing Complete, interface selected
02:54:55, 17 Jun. PPP IPV6CP Send Configuration Request
02:54:53, 17 Jun. WAN DHCPv6 events: INIT
02:54:53, 17 Jun. NTP synchronization start
02:54:52, 17 Jun. PPP IPV6CP Send Configuration Request
02:54:49, 17 Jun. WAN Sensing Auto sensing Running
02:54:49, 17 Jun. Success - secondary DNS servers
02:54:49, 17 Jun. Success - primary DNS servers
02:54:49, 17 Jun. WAN connection WAN2_INTERNET_PTM connected
02:54:49, 17 Jun. PPP: IPCP up
02:54:49, 17 Jun. PPP IPCP Receive Configuration ACK
02:54:49, 17 Jun. PPP IPCP Send Configuration Request
02:54:49, 17 Jun. PPP IPCP Receive Configuration NAK
02:54:49, 17 Jun. PPP IPCP Send Configuration ACK
02:54:49, 17 Jun. PPP IPCP Receive Configuration Request
02:54:49, 17 Jun. PPP IPV6CP Send Configuration Request
02:54:49, 17 Jun. PPP IPCP Send Configuration Request
02:54:49, 17 Jun. PPP: CHAP authentication succeeded
02:54:49, 17 Jun. PPP CHAP Receive success : authentication successful
02:54:49, 17 Jun. PPP CHAP Receive Challenge
02:54:48, 17 Jun. PPP: LCP up
02:54:48, 17 Jun. PPP LCP Receive Configuration ACK
02:54:48, 17 Jun. PPP LCP Send Configuration ACK
02:54:48, 17 Jun. PPP LCP Receive Configuration Request
02:54:48, 17 Jun. PPP LCP Send Configuration Request
02:54:45, 17 Jun. PPP: Received PADS
02:54:45, 17 Jun. PPP: Sending PADR
02:54:45, 17 Jun. PPP: Received PADO
02:54:45, 17 Jun. PPP: Sending PADI
02:54:40, 17 Jun. PPP: Sending PADI
02:54:35, 17 Jun. PPP: Sending PADI
02:54:30, 17 Jun. PPP: Starting PPP daemon
02:54:29, 17 Jun. WAN Auto-sensing detected port DSL WAN
02:54:29, 17 Jun. DSL Link Up: Down Rate=79997kbps, Up Rate=19999kbps; SNR Margin Down=13.6dB, Up=15.3dB
02:53:53, 17 Jun. WAN Sensing Auto sensing Complete, interface selected
02:53:53, 17 Jun. WAN Sensing Auto sensing Running
02:53:51, 17 Jun. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
02:53:46, 17 Jun. PPP: Stopped PPP daemon(0,1,5)
02:53:43, 17 Jun. PPP LCP Send Termination Request (User request)
02:53:39, 17 Jun. PPP LCP Send Termination Request (User request)
02:53:39, 17 Jun. PPP: IPCP down
02:53:39, 17 Jun. PPP: LCP down
02:53:39, 17 Jun. DSL Link Down: duration was 89314 seconds

Could you tell me what this means? And if there is a way for us to fix it.

Thank you.

[Christopher_G]

Hi @Oneup

Welcome to the community.

I would recommend speaking to our Broadband Technical Support team so they can look into this for you.

Chris

[Oneup]

Thank you, I'll do that.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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.

[Oneup]

I am sorry, but I am usually not awake when the disconnect/reset happens. So I cannot tell the light sequence. I'll try and have a look at it, if it can fix the problem.

1st:

https://prnt.sc/-MCLLoe3x7Tu 

2nd:

https://prnt.sc/mW9K4saPk9UZ

Hopefully I followed the instructions properly.

[Oneup]

Alright, it just went down.

Lights were basically:

Blue → Yellow (disconnect moment) → Same blue as 1st

[Leanne_T]

Morning @Oneup

Thanks for coming back to us. 

Did you get a chance to speak to our Broadband care team to get this looked into? 

Leanne 🙂

[XRaySpeX]

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?