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Standard User AHirsh
(newbie) Thu 14-Jun-18 15:05:02
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BT Infinity - VDSL Link Down! Fibre persistently dropping.


[link to this post]
 
Hi - I hope someone is please able to assist with an ongoing Fibre Broadband issue. (This is a cross-post from the BT Community forums and I am receiving some assistance from their Mods. However if anyone in this community has ideas or experience it would be greatly appreciated!).

Since moving to BT Infinity 6 months ago, I have been experiencing persistent disconnect problems. Initially the service was good and maintained acceptable availability with the provided Smart Hub 6A. Speed was a consistent 50/10Mbps. Then something changed after the first few months.

Since March the availability and reliability of the Network connection is unbearable. Everyday experiences line dropouts at minimum 5 times, sometimes disconnecting up to 20 times. Of course this also affects the DLM causing deterioration of bandwidth. There are a couple of line faults logged on my account which have been resolved, and any recent line tests have come back as clear.

Calls to tech support/BT faults, usually entail the dreaded repetition of scripted diagnostics relating to WiFi configuration, use of test socket, etc. I politely comply whilst myself already knowing that the problem is between the router and the network, not between the router and the devices. Since March I have disconnected every WiFi and LAN/Ethernet device from my home network, attempting to diagnose them one-by-one. The VDSL network drops regardless of any devices connected. I even temporarily used an old Netgear router in place of the SmartHub but still experienced the same. Therefore Router is not at fault.

A recurring example of the Event Logs from the Smart Hub display the following:
Text
1
23
45
67
89
1011
1213
1415
1617
1819
2021
2223
2425
2627
2829
3031
3233
3435
3637
3839
4041
4243
4445
4647
4849
5051
5253
5455
5657
5859
6061
6263
6465
6667
6869
7071
7273
74
13:07:55        04 Jun. ppp1PP: PPP INFO 81.139.56.100  81.139.57.100           
13:07:54        04 Jun. :WAN: SENSING AUTO VDSL                         13:07:53        04 Jun. ppp1PP: PPP INFO                        
13:07:52        04 Jun. pppPP: IPCP_NAK                 13:07:52        04 Jun. pppPP: CHAP_SUCCESS                     
13:07:52        04 Jun. pppPP: CHAP_RESPONSE                    13:07:52        04 Jun. pppPP: LCP_GOOD_ACK                     
13:07:52        04 Jun. pppPP: LCP_REQUEST                      13:07:52        04 Jun. PPoE error: timeout                     
13:07:35        04 Jun. PPoE error: timeout                     13:07:26        04 Jun. PPoE error: timeout                     
13:07:20        04 Jun. PPoE error: timeout                     13:07:09        04 Jun. ptm0.101:VLAN VLAN_DATA connected                       
13:07:09        04 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]                 13:07:09        04 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]                       
13:07:08        04 Jun. dsl:VDSL link Up: Down Rate=36053Kbps   Up Rate=8496Kbps                SNR Margin Down=0.00dB  SNR Margin Up=6.00dB
13:06:49        04 Jun. :VLAN VLAN_DATA disconnected                    13:06:49        04 Jun. :Connection to the Internet has been terminated.
        (Reboot Reconfiguration forced termination)     13:06:47        04 Jun. ppp1:Connection to the Internet has been terminated.
        (Reboot Reconfiguration forced termination)     13:06:42        04 Jun. dsl:VDSL Link Down: duration was 219 seconds                    
13:03:38        04 Jun. ppp1PP: PPP INFO 81.139.57.100  81.139.56.100           13:03:33        04 Jun. :WAN: SENSING AUTO VDSL                         
13:03:33        04 Jun. ppp1PP: PPP INFO                        13:03:32        04 Jun. pppPP: IPCP_NAK                 
13:03:32        04 Jun. pppPP: CHAP_SUCCESS                     13:03:32        04 Jun. pppPP: CHAP_RESPONSE                    
13:03:32        04 Jun. pppPP: LCP_GOOD_ACK                     13:03:32        04 Jun. pppPP: LCP_REQUEST                      
13:03:32        04 Jun. PPoE error: timeout                     13:03:23        04 Jun. PPoE error: timeout                     
13:03:18        04 Jun. PPoE error: timeout                     13:03:04        04 Jun. ptm0.101:VLAN VLAN_DATA connected                       
13:03:03        04 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]                 13:03:03        04 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]                       
13:03:03        04 Jun. dsl:VDSL link Up: Down Rate=43705Kbps   Up Rate=8496Kbps                SNR Margin Down=0.00dB  SNR Margin Up=6.00dB
13:02:42        04 Jun. :VLAN VLAN_DATA disconnected                    13:02:40        04 Jun. PPoE error: timeout                     
13:02:40        04 Jun. dsl:VDSL Link Down: duration was 23 seconds                     13:02:34        04 Jun. PPoE error: timeout                     
13:02:17        04 Jun. ptm0.101:VLAN VLAN_DATA connected                       13:02:17        04 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]                 
13:02:17        04 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]                       13:02:17        04 Jun. dsl:VDSL link Up: Down Rate=37093Kbps   Up Rate=16159Kbps       
        SNR Margin Down=11.70dB SNR Margin Up=6.00dB13:01:59        04 Jun. :VLAN VLAN_DATA disconnected                    
13:01:59        04 Jun. :Connection to the Internet has been terminated.        (Reboot Reconfiguration forced termination)     
13:01:54        04 Jun. :Connection to the Internet has been terminated.        (Reboot Reconfiguration forced termination)     
13:01:50        04 Jun. dsl:VDSL Link Down: duration was 424 seconds                    12:55:18        04 Jun. ppp1PP: PPP INFO 81.139.57.100  81.139.56.100           
12:55:16        04 Jun. :WAN: SENSING AUTO VDSL                         12:55:16        04 Jun. ppp1PP: PPP INFO                        
12:55:15        04 Jun. pppPP: IPCP_NAK                 12:55:15        04 Jun. pppPP: CHAP_SUCCESS                     
12:55:15        04 Jun. pppPP: CHAP_RESPONSE                    12:55:13        04 Jun. pppPP: LCP_GOOD_ACK                     
12:55:13        04 Jun. pppPP: LCP_REQUEST                      12:55:12        04 Jun. PPoE error: timeout                     
12:54:46        04 Jun. ptm0.101:VLAN VLAN_DATA connected                       12:54:46        04 Jun. :connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]                 
12:54:46        04 Jun. :connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]                       12:54:46        04 Jun. dsl:VDSL link Up: Down Rate=49399Kbps   Up Rate=17867Kbps       
        SNR Margin Down=12.60dB SNR Margin Up=6.00dB12:54:21        04 Jun. :Connection to the Internet has been terminated.
        (Reboot Reconfiguration forced termination)     12:54:21        04 Jun. :VLAN VLAN_DATA disconnected                    
12:54:20        04 Jun. :Connection to the Internet has been terminated.        (Reboot Reconfiguration forced termination) 
12:54:15        04 Jun. dsl:VDSL Link Down: duration was 38572 seconds


Thus far I have had the pleasure of meeting FIVE different Openreach engineers at my property for a mix of customer appointments and non-access appointments. Separately since January, these engineers have between them, replaced the NTE5 wall socket, installed new BT66 (outdoor UG junction box), changed to a different copper-pair on the cable coming into the house (between BT66 and NTE5). The most recent engineer this morning, resorted to using static on his AM fishing radio and waving around a homemade wand antenna to 'scan' around the house for ghosts interference sources, without any successful busting remedy.

My trawls through these support forums and other resources have led to finding two separate instances of faults that display the same symptoms and initial lack of line fault. However since escalating, both instances have managed to find successful resolutions.

https://community.bt.com/t5/BT-Fibre-broadband/BT-Sm...
https://community.bt.com/t5/BT-Fibre-broadband/Smart...

Both the above fault cases seem to have been resolved by a "lift and shift" and caused by "an issue within the port of the fibre connection" I am sincerely hoping that the Mods responsible for dealing with these customers' faults are able to similarly find resolution for my situation. I know the last engineer was checking for REIN but I think it is a red-herring in my particular case (and was also not the underlying cause of the other two identical faults from other customers to which I linked above). While it might be possible that there is somehow REIN along the route between the house and exchange/cabinet, however this would affect my direct neighbour who is also on the same BT service; and he does not experience any such VDSL disconnects, speed reductions or other such disruptions.

Unfortunately though REIN is quite a good catch-all for Openreach engineers to wash their hands of a complex intermittent fault when they can’t immediately find a line fault through the usual tools. Wondering if anyone here on these specialist forums has an idea of what I should be looking for, or could be causing such an issue.

Specifically the issues in the Log that stand out to me as problematic are:
  • dsl:VDSL Link Down
  • PPoE error: timeout
  • dsl:VDSL link Up: Down Rate=43705Kbps Up Rate=8496Kbps SNR Margin Down=0.00dB SNR Margin Up=6.00dB

Many thanks for your assistance,
Adam
Standard User Zarjaz
(eat-sleep-adslguide) Thu 14-Jun-18 18:08:39
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Re: BT Infinity - VDSL Link Down! Fibre persistently droppin


[re: AHirsh] [link to this post]
 
Why not try posting in the ‘fibre section’ of this forum ?

Also some actual stats from the router might be helpful.

After 5 visits one might have presumed they’d have swapped out the D side.

I agree that REIN is very unlikely from your description.

Administrator MrSaffron
(staff) Thu 14-Jun-18 18:33:58
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Re: BT Infinity - VDSL Link Down! Fibre persistently droppin


[re: AHirsh] [link to this post]
 
The 0.00 SNR Margin Down is often a router display issue but it may also reflect a scenario where the noise margin was at the negotiated 6dB but very quickly got killed due to a noise spike or faulty line card port.

While REIN seems unlikely the question was whether when hunting for REIN did the line disconnect? If not then its possible a very random noise source did not happen to be picked up e.g. RF spike caused by a switch and it could be outside your home.

These sort of faults unfortunately just take a long time, but a lift and shift to another port in the DSLAM seems to be a good step to take now

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


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Standard User Zarjaz
(eat-sleep-adslguide) Thu 14-Jun-18 18:53:37
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Re: BT Infinity - VDSL Link Down! Fibre persistently droppin


[re: MrSaffron] [link to this post]
 
So SHINE not REIN then. (always to convenient an acronym for my liking)

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