by JamesBlonde Contributor
Contributor

internet keeps dropping on wired connections

I've got a issue that I hoped would be solved by a new Brightbox router, but looks like I've still got problems.

 

I regularly get internet drop outs for up to 5-10 minutes on any device that has a wired connection into the router - wireless doesn't seem to be affected.  This affects my desktop PC and server, TV, EE TV Box and Sonos.

 

I use Powerline adaptors on my server and desktop PC as I'm in an old house and wireless just doesn't penetrate the walls.  The powerline adaptors are connected to a switch, and the switch connected to the router. 

 

I added the TP Link 8 port Gigabit switch to see if that solved - or isolated - the problem.  Before the switch, I'd lose access to all of the wired devices in the house.  Now I have the switch installed, I can still access my wired devices during an internet outage.  So I think that would tend to indicate a problem at the router.  

 

The error message I've been getting on the PC during the outage is:

 

“This site cannot be reached – DNS address could not be found.  Diagnosing the problem”

 

and then when running Windows Diagnostics:

 

“windows could not automatically detect this network’s proxy settings”

 

Whilst the problem appears to be random, I do maybe get the impression it's worse when I'm also using another device - when I start up Sonos for example, or start doing stuff on the server.  Also seems to be worse when streaming or downloading.  

14 REPLIES 14
by
EE Community Support Team

Re: internet keeps dropping on wired connections

Hi @JamesBlonde.

 

Welcome to the community 🙂

 

Are you able to try another socket in your home?

 

How frequently are these drop-outs happening?

 

Jon

by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

Hi Jon, 

 

Drop outs are happening many times (10+) a day, seemingly randomly. 

 

Do you mean phone socket or electricity socket?

 

If phone, there is only 1 socket in the house. That was initially part of the problem as there was a severe line fault. That has been fixed, and the line tested again last week before the router was sent. As I mentioned, wireless connections seem fine. 

 

If you mean power socket for the powerline, yep can give that a go - I've got 2 devices plus the router / switch running off powerline so will have to try them over a number of days to try to isolate the fault

by
EE Community Support Team

Re: internet keeps dropping on wired connections

Thanks @JamesBlonde.

 

I was meaning phone socket, but thanks for explaining that.

 

This particular problem goes a little beyond my knowledge I'm afraid, you could speak with our Broadband Tech team, or another community user may be able to give you a helping hand.

 

Jon

by Grand Master
Grand Master

Re: internet keeps dropping on wired connections

When this happens what does ipconfig /all say in the Ethernet section on your PCs?

 

Also 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.

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

.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

My bad - it's a Smart Hub.  Anyway, Router stats (I'm assuming you can take these any time...) are:

 

Product nameEE Smart Hub
Serial number 
 v0.00.24.06190-EE (Tue Jun 19 17:25:19 2018)
Board version1
Data sent / received273.1 MB / 1.8 GB
DSL uptime0 days 13 Hours 47 Mins 28 Secs
Data rate20.00 Mbps/72.71 Mbps
Maximum Data rate29.9 Mbps/82.7 Mbps
Noise margin (up/down)12.5/5.0
Line attenuation (up/down)14.0/14.7
Signal attenuation (up/down)13.9/14.7
Broadband username 
2.4 GHz wireless network name 
2.4 GHz wireless channelSmart (Channel 11)
5 GHz wireless network name 
5 GHz wireless channelSmart (Channel 48)
Wireless SecurityWPA
Wireless modeMode 1
FirewallDefault
MAC address 
Software variant-
Boot loader 0.0.3-EE (Mon Dec  4 17:32:53 2017)

 

Will post the ipconfig when I have an outage next

by Grand Master
Grand Master

Re: internet keeps dropping on wired connections

Thanks. Also the router stats at time of outage.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

just had an outage.  Can't access the router during an outage, so can't get stats during.  can give you the logs if that'll help?  Though this time I restarted the router as the outage went on so long.

 

ipconfig from PC:

 

   Connection-specific DNS Suffix  . : home

   Description . . . . . . . . . . . : Intel(R) Ethernet Connection (7) I219-V

   Physical Address. . . . . . . . . : 

   DHCP Enabled. . . . . . . . . . . : Yes

   Autoconfiguration Enabled . . . . : Yes

   Link-local IPv6 Address . . . . . : fe80::d513:52b6:e8d8:97a8%15(Preferred)

   IPv4 Address. . . . . . . . . . . : 192.168.1.217(Preferred)

   Subnet Mask . . . . . . . . . . . : 255.255.255.0

   Lease Obtained. . . . . . . . . . : 29 September 2019 10:24:06

   Lease Expires . . . . . . . . . . : 01 October 2019 22:22:46

   Default Gateway . . . . . . . . . : 192.168.1.254

   DHCP Server . . . . . . . . . . . : 192.168.1.254

   DHCPv6 IAID . . . . . . . . . . . : 347352729

   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-24-EF-77-D2-B4-2E-99-14-C9-71

   DNS Servers . . . . . . . . . . . : 192.168.1.254

   NetBIOS over Tcpip. . . . . . . . : Enabled

 

 

and server:

 

   Connection-specific DNS Suffix  . : home

   Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller

   Physical Address. . . . . . . . . : 

   DHCP Enabled. . . . . . . . . . . : Yes

   Autoconfiguration Enabled . . . . : Yes

   Link-local IPv6 Address . . . . . : fe80::2992:2b9d:f503:bc72%11(Preferred)

   IPv4 Address. . . . . . . . . . . : 192.168.1.188(Preferred)

   Subnet Mask . . . . . . . . . . . : 255.255.255.0

   Lease Obtained. . . . . . . . . . : 18 September 2019 19:13:29

   Lease Expires . . . . . . . . . . : 01 October 2019 15:26:52

   Default Gateway . . . . . . . . . : 192.168.1.254

   DHCP Server . . . . . . . . . . . : 192.168.1.254

   DHCPv6 IAID . . . . . . . . . . . : 349453694

   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-24-FD-A4-F6-D4-3D-7E-9E-14-97

   DNS Servers . . . . . . . . . . . : 192.168.1.254

   NetBIOS over Tcpip. . . . . . . . : Enabled

 

by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

This is the 10 minutes or so over the last outage from the event log:
 
 
 
23:05:19, 30 Sep.Receive a DHCP request
 
23:05:19, 30 Sep.Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 
23:05:19, 30 Sep.Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 
23:05:18, 30 Sep.PPP IPV6CP Send Configuration Request
 
23:05:16, 30 Sep.WAN Sensing Auto sensing Complete, interface selected
 
23:05:15, 30 Sep.PPP IPV6CP Send Configuration Request
 
23:05:13, 30 Sep.NTP synchronization start
 
23:05:13, 30 Sep.WAN DHCPv6 events: INIT
 
23:05:12, 30 Sep.PPP IPV6CP Send Configuration Request
 
23:05:09, 30 Sep.WAN Sensing Auto sensing Running
 
23:05:09, 30 Sep.Success - secondary DNS servers
 
23:05:09, 30 Sep.Success - primary DNS servers
 
23:05:09, 30 Sep.WAN connection WAN2_INTERNET_PTM connected
 
23:05:09, 30 Sep.PPP: IPCP up
 
23:05:09, 30 Sep.PPP IPCP Receive Configuration ACK
 
23:05:09, 30 Sep.PPP IPCP Send Configuration Request
 
23:05:09, 30 Sep.PPP IPCP Receive Configuration NAK
 
23:05:09, 30 Sep.PPP IPCP Send Configuration ACK
 
23:05:09, 30 Sep.PPP IPCP Receive Configuration Request
 
23:05:08, 30 Sep.PPP IPV6CP Send Configuration Request
 
23:05:08, 30 Sep.PPP IPCP Send Configuration Request
 
23:05:08, 30 Sep.PPP: CHAP authentication succeeded
 
23:05:08, 30 Sep.PPP CHAP Receive success : authentication successful
 
23:05:08, 30 Sep.PPP CHAP Receive Challenge
 
23:05:08, 30 Sep.PPP: LCP up
 
23:05:08, 30 Sep.PPP LCP Receive Configuration ACK
 
23:05:08, 30 Sep.PPP LCP Send Configuration ACK
 
23:05:08, 30 Sep.PPP LCP Receive Configuration Request
 
23:05:08, 30 Sep.PPP LCP Send Configuration Request
 
23:05:08, 30 Sep.PPP: Received PADS
 
23:05:08, 30 Sep.PPP: Sending PADR
 
23:05:08, 30 Sep.PPP: Received PADO
 
23:05:08, 30 Sep.PPP: Sending PADI
 
23:05:02, 30 Sep.PPP: Starting PPP daemon
 
23:05:01, 30 Sep.5G WiFi auto selected channel 48 Bandwidth:80M(Reason:boot)
 
23:05:01, 30 Sep.WAN Auto-sensing detected port DSL WAN
 
23:05:01, 30 Sep.2.4G WiFi auto selected channel 1 Bandwidth:20M(Reason:boot)
 
23:05:01, 30 Sep.DSL Link Up: Down Rate=69590kbps, Up Rate=20000kbps; SNR Margin Down=6.2dB, Up=12.4dB
 
23:04:14, 30 Sep.A device connected to Ethernet port 1
 
23:04:14, 30 Sep.Wire Lan Port 1 up, Speed 1000 Mbps
 
23:03:58, 30 Sep.Booting firmware v0.00.24.06190-EE (Tue Jun 19 17:25:19 2018)
 
23:03:58, 30 Sep.System start Button press (PowerButton)
 
23:03:57, 30 Sep.System up
 
23:03:57, 30 Sep.Detect and configure Ethernet port1 as LAN
 
23:03:57, 30 Sep.Hub has activated against the device management system
 
23:03:57, 30 Sep.WAN Auto-sensing last connection port: DSL WAN
 
22:55:50, 30 Sep.DHCP device Connected: 192.168.1.189, 2c:f4:32:1a:bd:42, ESP_1ABD42
 
22:55:50, 30 Sep.DHCP lease issued 192.168.1.189 to 2c:f4:32:1a:bd:42 ESP_1ABD42, lease duration is 86400seconds
 
22:55:50, 30 Sep.Receive a DHCP request
 
22:54:58, 30 Sep.Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
 
22:54:58, 30 Sep.Receive a DHCP request
 
22:49:48, 30 Sep.DHCP device Disconnected: 192.168.1.152, 5c:aa:fd:01:f6:fe, SonosZP
 
22:49:04, 30 Sep.DHCP device Disconnected: 192.168.1.100, 5c:aa:fd:4f:2e:52, SonosZP
 
22:48:36, 30 Sep.DHCP device Disconnected: 192.168.1.238, 78:28:ca:90:bc:24, SonosZP
 
22:48:30, 30 Sep.DHCP device Disconnected: 192.168.1.204, 78:28:ca:80:22:4e, SonosZP
 
22:48:15, 30 Sep.DHCP device Disconnected: 192.168.1.240, 5c:aa:fd:4f:2e:de, SonosZP
 
22:48:08, 30 Sep.DHCP device Disconnected: 192.168.1.92, 78:28:ca:80:24:3a, SonosZP
 
22:47:57, 30 Sep.DHCP device Disconnected: 192.168.1.139, 00:04:30:98:da:91, EE-TV-98DA91
 
22:47:30, 30 Sep.DHCP device Disconnected: 192.168.1.217, b4:2e:99:14:c9:71, Jasmine
 
22:47:30, 30 Sep.DHCP device Disconnected: 192.168.1.188, d4:3d:7e:9e:14:97, Holly
 
22:44:32, 30 Sep.DHCP device Connected: 192.168.1.153, a8:db:03:1b:49:f8, Galaxy-S10
 
22:43:51, 30 Sep.DHCP device Disconnected: 192.168.1.153, a8:db:03:1b:49:f8, Galaxy-S10
 
22:43:46, 30 Sep.2.4G Client disassociate from a8:db:03:1b:49:f8 (IP=192.168.1.153) RSSI=0, Rate=0Mbps
 
22:43:30, 30 Sep.DHCP device Connected: 192.168.1.153, a8:db:03:1b:49:f8, Galaxy-S10
 
 
by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

Had another outage - lots happening during the outage it seems.  Lots of this type of thing:

 

23:39:58, 30 Sep.Multicast stream started by client 192.168.1.217

 

23:39:58, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.217

 

23:39:58, 30 Sep.Multicast stream request. client:192.168.1.217 group:224.168.100.1

 

23:39:58, 30 Sep.Multicast stream started by client 192.168.1.217

 

23:39:58, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.217

 

23:39:58, 30 Sep.Multicast stream request. client:192.168.1.217 group:224.168.100.1

 

23:39:58, 30 Sep.Multicast event client leave group:224.168.100.1 client:192.168.1.217

 

23:39:58, 30 Sep.Multicast stream ended by client 192.168.1.217

 

23:39:57, 30 Sep.Multicast stream started by client 192.168.1.188

 

23:39:57, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.188

 

23:39:57, 30 Sep.Multicast stream request. client:192.168.1.188 group:224.168.100.1

 

23:39:56, 30 Sep.Multicast stream started by client 192.168.1.188

 

23:39:56, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.188

 

23:39:56, 30 Sep.Multicast stream request. client:192.168.1.188 group:224.168.100.1

 

23:39:56, 30 Sep.Multicast event client leave group:224.168.100.1 client:192.168.1.188

 

23:39:56, 30 Sep.Multicast stream ended by client 192.168.1.188

 

 

 

 

couple of these:

 

23:39:33, 30 Sep.Port forwarding rule added via UPnP/TR064. Protocol: TCP, external ports: any->16052,internal ports: 32400, internal client: 192.168.1.217

 

23:39:09, 30 Sep.Port forwarding rule added via UPnP/TR064. Protocol: TCP, external ports: any->23085,internal ports: 32400, internal client: 192.168.1.188

 

 

 

23:39:58, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.217

 

23:39:58, 30 Sep.Multicast stream request. client:192.168.1.217 group:224.168.100.1

 

23:39:58, 30 Sep.Multicast event client leave group:224.168.100.1 client:192.168.1.217

 

23:39:58, 30 Sep.Multicast stream ended by client 192.168.1.217

 

23:39:57, 30 Sep.Multicast stream started by client 192.168.1.188

 

23:39:57, 30 Sep.Multicast event client join group:224.168.100.1 client:192.168.1.188

 

23:39:57, 30 Sep.Multicast stream request. client:192.168.1.188 group:224.168.100.1

 

23:39:56, 30 Sep.Multicast stream started by client 192.168.1.188

 

 
 
 
 
 
 
by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

fewer and shorter outages today, but can't see i've been using anything any differently to any other day.   

by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

anyone??

by
EE Community Support Team

Re: internet keeps dropping on wired connections

Hi @JamesBlonde

 

Unless @XRaySpeX has any further help to offer, I recommend speaking to our Broadband Tech Gurus

 

They have access to your account and will be able to look into this for you.

 

Please let us know how you get on.

 

Chris

by Grand Master
Grand Master

Re: internet keeps dropping on wired connections

Sorry, I see nothing further.

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

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

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
by JamesBlonde Contributor
Contributor

Re: internet keeps dropping on wired connections

OK well thanks for looking

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