Weekly router drop out

[hbnghjdhnmgn]

Hi,

Every week my router drops out at least once, I have been having this issue for a few months. It drops for about a minute or two then comes back online, but this causes problems with my current working from home setup. I have made a note of the event log below after it happened again this morning:

07:35:27, 16 Aug. CWMP: HDM socket closed successfully.
07:35:27, 16 Aug. CWMP: HTTP authentication success from pbthdm.x.x.x
07:35:26, 16 Aug. CWMP: HDM socket opened successfully.
07:35:26, 16 Aug. CWMP: session completed successfully
07:35:26, 16 Aug. CWMP: HDM socket closed successfully.
07:35:26, 16 Aug. CWMP: HTTP authentication success from pbthdm.x.x.x
07:35:26, 16 Aug. CWMP: HDM socket opened successfully.
07:35:26, 16 Aug. CWMP: HDM socket opened successfully.
07:35:25, 16 Aug. CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
07:35:25, 16 Aug. CWMP: Session start now, server: https://pbthdm.x.x.x, Event code:
07:35:25, 16 Aug. CWMP: Initializing transaction for event code 4 VALUE CHANGE
07:35:01, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:58, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:55, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:52, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:50, 16 Aug. NTP synchronization success
07:34:49, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:46, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:43, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:39, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:39, 16 Aug. WAN Sensing Auto sensing Complete, interface selected
07:34:37, 16 Aug. NTP synchronization start
07:34:37, 16 Aug. WAN DHCPv6 events: INIT
07:34:36, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:34, 16 Aug. WAN Sensing Auto sensing Running
07:34:34, 16 Aug. Success - secondary DNS servers
07:34:34, 16 Aug. Success - primary DNS servers
07:34:34, 16 Aug. WAN connection WAN2_INTERNET_PTM connected
07:34:34, 16 Aug. PPP: IPCP up
07:34:34, 16 Aug. PPP IPCP Receive Configuration ACK
07:34:34, 16 Aug. PPP IPCP Send Configuration Request
07:34:33, 16 Aug. PPP IPCP Receive Configuration NAK
07:34:33, 16 Aug. PPP IPCP Send Configuration ACK
07:34:33, 16 Aug. PPP IPCP Receive Configuration Request
07:34:33, 16 Aug. PPP IPV6CP Send Configuration Request
07:34:33, 16 Aug. PPP IPCP Send Configuration Request
07:34:33, 16 Aug. PPP: CHAP authentication succeeded
07:34:33, 16 Aug. PPP CHAP Receive success : authentication successful
07:34:33, 16 Aug. PPP CHAP Receive Challenge
07:34:33, 16 Aug. PPP: LCP up
07:34:33, 16 Aug. PPP LCP Receive Configuration ACK
07:34:33, 16 Aug. PPP LCP Send Configuration ACK
07:34:33, 16 Aug. PPP LCP Receive Configuration Request
07:34:33, 16 Aug. PPP LCP Send Configuration Request
07:34:33, 16 Aug. PPP: Received PADS
07:34:33, 16 Aug. PPP: Sending PADR
07:34:33, 16 Aug. PPP: Received PADO
07:34:33, 16 Aug. PPP: Sending PADI
07:34:28, 16 Aug. PPP: Sending PADI
07:34:23, 16 Aug. PPP: Sending PADI
07:34:17, 16 Aug. PPP: Sending PADI
07:34:12, 16 Aug. PPP: Sending PADI
07:34:07, 16 Aug. PPP: Sending PADI
07:34:02, 16 Aug. PPP: Starting PPP daemon
07:34:02, 16 Aug. WAN Auto-sensing detected port DSL WAN
07:34:02, 16 Aug. DSL Link Up: Down Rate=22132kbps, Up Rate=11786kbps; SNR Margin Down=4.6dB, Up=6.3dB
07:33:14, 16 Aug. PPP: Stopped PPP daemon(0,1,5)
07:33:14, 16 Aug. DSL Link Down: duration was 31 seconds
07:33:12, 16 Aug. PPP: Sending PADI
07:33:07, 16 Aug. PPP: Sending PADI
07:33:02, 16 Aug. PPP: Sending PADI
07:32:56, 16 Aug. PPP: Starting PPP daemon
07:32:56, 16 Aug. WAN Auto-sensing detected port DSL WAN
07:32:56, 16 Aug. DSL Link Up: Down Rate=31407kbps, Up Rate=9677kbps; SNR Margin Down=-5.8dB, Up=6.2dB
07:32:22, 16 Aug. WAN Sensing Auto sensing Complete, interface selected
07:32:22, 16 Aug. WAN Sensing Auto sensing Running
07:32:21, 16 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
07:32:15, 16 Aug. PPP: Stopped PPP daemon(0,1,5)
07:32:12, 16 Aug. PPP LCP Send Termination Request (User request)
07:32:09, 16 Aug. PPP LCP Send Termination Request (User request)
07:32:09, 16 Aug. PPP: IPCP down
07:32:09, 16 Aug. PPP: LCP down
07:32:09, 16 Aug. DSL Link Down: duration was 1283 seconds

[Mustrum]

@hbnghjdhnmgn  most of the entries in your post don't really help, are you able to filter the log to include just the WAN ones and post a CSV file over a much longer period. That would give more of an idea of how often the problem occurs.

Also do you dtill have a phone plugged in? If so dial 17070 option 2 and let us know if you hear any noise.

Or you could give the Broadband Care Team a call to see if they can help.

[hbnghjdhnmgn]

Thank you, I have uploaded the WAN log and router info to https://filebin.net/hafpofm36lku8fcf 

I do not have a phone plugged in as I am on a Broadband only contract.

Unfortunately I am unable to speak over the phone at the moment, but will call the Broadband team on Monday if I am still having issues.

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

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.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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.

[Mustrum]

@hbnghjdhnmgn    your broadband is dropping a lot more than you implied in your first post, and even the speeds vary quite a lot.

Were it me I would try the check broadband link here https://ee.co.uk/help/broadband 

And if that does not find anything try the txt service or call here https://ee.co.uk/help/contact-ee/technical-support/broadband-landline 

[Mooly01]

Not sure if this helps or not but both EE (and BT) routers do automatically reboot to a schedule. I think it used to be weekly when I was with BT but somewhere down the line that became every 14 days.

It is as regular as clockwork (to within a couple of hours) and something that has been commented on before. This happened with BT and a Smart Hub 2  and also I notice with EE and their Smart Hub when I was transferred.

[XRaySpeX]

@Mooly01 : Really? It could well be on BT which I've never used but I've never seen it on EE, on FTTC which this is. Haven't rebooted for weeks.

[Mustrum]

@Mooly01   thanks, yes I too am aware of the BT based Routers/Hubs that like to reboot every two weeks, however in this case the issue appears to be frequent disconnects. Hopefully we will hear more from the OP.