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Standard User PaulKirby
(regular) Fri 10-Oct-14 04:13:11
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Re: Dropping of BT Broadband connection since 25th Sep


[re: BT_Care] [link to this post]
 
Hello Olga

Thanks for your reply, I have sent you the info, this broadband connection is my parents connection on their line which I look after due to they are not technical people.

Just an update, we lost connection a few times tonight according to the WAN logs (shown below) it started at 22:11 WAN connection issues again this went on and off for half an hour and seems stable for the moment, I wasn't on the computer at the time but was told they lost connection.

Block 1
22:14:26, 09 Oct. (97339.350000) WAN operating mode is DSL
22:14:26, 09 Oct. (97339.350000) Last WAN operating mode was DSL
22:14:26, 09 Oct. (97339.310000) PPPoA is up -? VPI: 0, VCI:38
22:14:25, 09 Oct. (97338.440000) PPP IPCP Send Configuration ACK
22:14:25, 09 Oct. (97338.440000) PPP IPCP Receive Configuration Request
22:14:24, 09 Oct. (97338.230000) PPP IPCP Receive Configuration ACK
22:14:24, 09 Oct. (97338.210000) PPP IPCP Send Configuration Request
22:14:24, 09 Oct. (97338.210000) PPP IPCP Receive Configuration NAK
22:14:24, 09 Oct. (97338.190000) PPP IPCP Send Configuration Request
22:14:24, 09 Oct. (97338.190000) CHAP authentication successful
22:14:18, 09 Oct. (97332.180000) CHAP Receive Challenge
22:14:18, 09 Oct. (97332.180000) Starting CHAP authentication with peer
22:14:18, 09 Oct. (97332.170000) PPP LCP Receive Configuration ACK
22:14:18, 09 Oct. (97332.160000) PPP LCP Send Configuration Request
22:14:18, 09 Oct. (97332.150000) PPP LCP Receive Configuration Reject
22:14:18, 09 Oct. (97332.140000) PPP LCP Send Configuration Request
22:14:16, 09 Oct. (97329.540000) PPP LCP Send Configuration ACK
22:14:16, 09 Oct. (97329.540000) PPP LCP Receive Configuration Request
22:14:15, 09 Oct. (97329.140000) PPP LCP Send Configuration Request
22:14:12, 09 Oct. (97326.140000) PPP LCP Send Configuration Request
22:13:39, 09 Oct. (97293.140000) PPP LCP Send Configuration Request
22:13:36, 09 Oct. (97290.140000) PPP LCP Send Configuration Request
22:13:33, 09 Oct. (97287.140000) PPP LCP Send Configuration Request
22:13:30, 09 Oct. (97284.140000) PPP LCP Send Configuration Request
22:13:27, 09 Oct. (97281.140000) PPP LCP Send Configuration Request
22:13:24, 09 Oct. (97278.140000) PPP LCP Send Configuration Request
22:13:21, 09 Oct. (97275.140000) PPP LCP Send Configuration Request
22:13:18, 09 Oct. (97272.140000) PPP LCP Send Configuration Request
22:13:15, 09 Oct. (97269.140000) PPP LCP Send Configuration Request
22:13:12, 09 Oct. (97266.140000) PPP LCP Send Configuration Request
22:12:39, 09 Oct. (97233.140000) PPP LCP Send Configuration Request
22:12:36, 09 Oct. (97230.140000) PPP LCP Send Configuration Request
22:12:33, 09 Oct. (97227.140000) PPP LCP Send Configuration Request
22:12:30, 09 Oct. (97224.140000) PPP LCP Send Configuration Request
22:12:27, 09 Oct. (97221.140000) PPP LCP Send Configuration Request
22:12:24, 09 Oct. (97218.140000) PPP LCP Send Configuration Request
22:12:21, 09 Oct. (97215.140000) PPP LCP Send Configuration Request
22:12:18, 09 Oct. (97212.140000) PPP LCP Send Configuration Request
22:12:15, 09 Oct. (97209.140000) PPP LCP Send Configuration Request
22:12:12, 09 Oct. (97206.140000) PPP LCP Send Configuration Request
22:11:25, 09 Oct. (97158.520000) PPPoA is down after 761 minutes uptime [Disconnected]
22:11:21, 09 Oct. (97154.530000) PPP LCP Send Termination Request [Peer not responding]

Block 2
22:19:07, 09 Oct. (97620.970000) WAN operating mode is DSL
22:19:07, 09 Oct. (97620.970000) Last WAN operating mode was DSL
22:19:07, 09 Oct. (97620.930000) PPPoA is up -? VPI: 0, VCI:38
22:19:06, 09 Oct. (97620.060000) PPP IPCP Receive Configuration ACK
22:19:06, 09 Oct. (97620.040000) PPP IPCP Send Configuration Request
22:19:06, 09 Oct. (97620.030000) PPP IPCP Receive Configuration NAK
22:19:06, 09 Oct. (97620.020000) PPP IPCP Send Configuration Request
22:19:03, 09 Oct. (97617.020000) PPP IPCP Send Configuration ACK
22:19:03, 09 Oct. (97617.020000) PPP IPCP Receive Configuration Request
22:19:03, 09 Oct. (97617.020000) PPP IPCP Send Configuration Request
22:19:03, 09 Oct. (97617.020000) CHAP authentication successful
22:19:03, 09 Oct. (97616.960000) CHAP Receive Challenge
22:19:03, 09 Oct. (97616.960000) Starting CHAP authentication with peer
22:19:03, 09 Oct. (97616.960000) PPP LCP Receive Configuration ACK
22:19:03, 09 Oct. (97616.940000) PPP LCP Send Configuration Request
22:19:03, 09 Oct. (97616.940000) PPP LCP Receive Configuration Reject
22:19:03, 09 Oct. (97616.930000) PPP LCP Send Configuration ACK
22:19:03, 09 Oct. (97616.920000) PPP LCP Send Configuration Request
22:19:03, 09 Oct. (97616.920000) PPP LCP Receive Configuration Request
22:19:02, 09 Oct. (97615.740000) Starting CHAP authentication with peer
22:19:02, 09 Oct. (97615.740000) PPP LCP Receive Configuration ACK
22:19:02, 09 Oct. (97615.720000) PPP LCP Send Configuration Request
22:19:02, 09 Oct. (97615.720000) PPP LCP Receive Configuration Reject
22:19:02, 09 Oct. (97615.710000) PPP LCP Send Configuration Request
22:18:59, 09 Oct. (97612.710000) PPP LCP Send Configuration Request
22:18:57, 09 Oct. (97610.740000) PPP LCP Send Configuration ACK
22:18:57, 09 Oct. (97610.740000) PPP LCP Receive Configuration Request
22:18:56, 09 Oct. (97609.700000) PPP LCP Send Configuration Request
22:18:47, 09 Oct. (97601.060000) PPP LCP Send Configuration Request
22:18:44, 09 Oct. (97598.060000) PPP LCP Send Configuration Request
22:18:11, 09 Oct. (97565.060000) PPPoA is down after 3 minutes uptime [Disconnected]

Block 3
22:24:16, 09 Oct. (97929.600000) WAN operating mode is DSL
22:24:16, 09 Oct. (97929.600000) Last WAN operating mode was DSL
22:24:16, 09 Oct. (97929.560000) PPPoA is up -? VPI: 0, VCI:38
22:24:15, 09 Oct. (97928.620000) PPP IPCP Send Configuration ACK
22:24:15, 09 Oct. (97928.620000) PPP IPCP Receive Configuration Request
22:24:15, 09 Oct. (97928.270000) PPP IPCP Receive Configuration ACK
22:24:15, 09 Oct. (97928.260000) PPP IPCP Send Configuration Request
22:24:12, 09 Oct. (97925.260000) PPP IPCP Send Configuration Request
22:24:09, 09 Oct. (97922.260000) PPP IPCP Send Configuration Request
22:24:09, 09 Oct. (97922.260000) PPP IPCP Receive Configuration NAK
22:24:08, 09 Oct. (97922.240000) PPP IPCP Send Configuration Request
22:24:08, 09 Oct. (97922.240000) CHAP authentication successful
22:24:02, 09 Oct. (97916.230000) CHAP Receive Challenge
22:24:02, 09 Oct. (97916.080000) Starting CHAP authentication with peer
22:24:02, 09 Oct. (97916.080000) PPP LCP Receive Configuration ACK
22:24:02, 09 Oct. (97916.070000) PPP LCP Send Configuration Request
22:23:59, 09 Oct. (97913.070000) PPP LCP Send Configuration Request
22:23:56, 09 Oct. (97910.070000) PPP LCP Send Configuration ACK
22:23:56, 09 Oct. (97910.070000) PPP LCP Receive Configuration Request
22:23:56, 09 Oct. (97910.070000) PPP LCP Send Configuration Request
22:23:56, 09 Oct. (97910.070000) PPP LCP Send Configuration ACK
22:23:56, 09 Oct. (97910.070000) PPP LCP Receive Configuration Request
22:23:48, 09 Oct. (97901.330000) PPP LCP Send Configuration Request
22:23:45, 09 Oct. (97898.340000) PPP LCP Receive Configuration ACK
22:23:45, 09 Oct. (97898.330000) PPP LCP Send Configuration Request
22:23:42, 09 Oct. (97895.340000) PPP LCP Receive Configuration ACK
22:23:42, 09 Oct. (97895.330000) PPP LCP Send Configuration Request
22:23:39, 09 Oct. (97892.330000) PPP LCP Send Configuration Request
22:23:36, 09 Oct. (97889.330000) PPP LCP Send Configuration Request
22:23:33, 09 Oct. (97886.330000) PPP LCP Send Configuration Request
22:23:33, 09 Oct. (97886.330000) PPP LCP Receive Configuration Reject
22:23:33, 09 Oct. (97886.320000) PPP LCP Send Configuration Request
22:23:30, 09 Oct. (97883.320000) PPP LCP Send Configuration Request
22:22:57, 09 Oct. (97850.320000) PPP IPCP Send Configuration Request
22:22:57, 09 Oct. (97850.310000) PPP IPCP Send Configuration ACK
22:22:57, 09 Oct. (97850.310000) PPP IPCP Receive Configuration Request
22:22:47, 09 Oct. (97841.090000) PPP IPCP Send Configuration Request
22:22:47, 09 Oct. (97841.090000) CHAP authentication successful
22:22:20, 09 Oct. (97814.070000) CHAP Receive Challenge
22:22:20, 09 Oct. (97814.070000) Starting CHAP authentication with peer
22:22:20, 09 Oct. (97814.070000) PPP LCP Receive Configuration ACK
22:22:20, 09 Oct. (97814.050000) PPP LCP Send Configuration Request
22:22:20, 09 Oct. (97814.050000) PPP LCP Receive Configuration Reject
22:22:20, 09 Oct. (97814.040000) PPP LCP Send Configuration Request
22:22:18, 09 Oct. (97811.930000) PPP LCP Send Configuration ACK
22:22:18, 09 Oct. (97811.930000) PPP LCP Receive Configuration Request
22:22:17, 09 Oct. (97811.040000) PPP LCP Send Configuration Request
22:22:14, 09 Oct. (97808.040000) PPP LCP Send Configuration Request
22:22:11, 09 Oct. (97805.040000) PPP LCP Send Configuration Request
22:22:08, 09 Oct. (97802.040000) PPP LCP Send Configuration Request
22:21:29, 09 Oct. (97762.990000) PPPoA is down after 2 minutes uptime [Disconnected]
22:21:26, 09 Oct. (97759.780000) PPP LCP Send Termination Request [Peer not responding]

Block 4
22:29:19, 09 Oct. (98232.490000) WAN operating mode is DSL
22:29:19, 09 Oct. (98232.490000) Last WAN operating mode was DSL
22:29:19, 09 Oct. (98232.450000) PPPoA is up -? VPI: 0, VCI:38
22:29:18, 09 Oct. (98231.590000) PPP IPCP Receive Configuration ACK
22:29:18, 09 Oct. (98231.580000) PPP IPCP Send Configuration Request
22:29:18, 09 Oct. (98231.580000) PPP IPCP Receive Configuration NAK
22:29:18, 09 Oct. (98231.560000) PPP IPCP Send Configuration ACK
22:29:18, 09 Oct. (98231.560000) PPP IPCP Receive Configuration Request
22:29:18, 09 Oct. (98231.560000) PPP IPCP Send Configuration Request
22:29:18, 09 Oct. (98231.560000) CHAP authentication successful
22:29:18, 09 Oct. (98231.500000) CHAP Receive Challenge
22:29:18, 09 Oct. (98231.500000) Starting CHAP authentication with peer
22:29:18, 09 Oct. (98231.500000) PPP LCP Receive Configuration ACK
22:29:18, 09 Oct. (98231.480000) PPP LCP Send Configuration Request
22:29:18, 09 Oct. (98231.480000) PPP LCP Receive Configuration Reject
22:29:18, 09 Oct. (98231.480000) PPP LCP Send Configuration ACK
22:29:18, 09 Oct. (98231.480000) PPP LCP Receive Configuration Request
22:29:18, 09 Oct. (98231.340000) PPP LCP Send Configuration Request
22:28:10, 09 Oct. (98164.040000) CHAP Receive Challenge
22:28:10, 09 Oct. (98164.030000) Starting CHAP authentication with peer
22:28:10, 09 Oct. (98164.030000) PPP LCP Send Configuration ACK
22:28:10, 09 Oct. (98164.030000) PPP LCP Receive Configuration Request
22:28:10, 09 Oct. (98163.570000) PPP LCP Receive Configuration ACK
22:28:10, 09 Oct. (98163.560000) PPP LCP Send Configuration Request
22:28:07, 09 Oct. (98160.580000) PPP LCP Receive Configuration ACK
22:28:07, 09 Oct. (98160.560000) PPP LCP Send Configuration Request
22:28:07, 09 Oct. (98160.560000) PPP LCP Receive Configuration Reject
22:28:07, 09 Oct. (98160.550000) PPP LCP Send Configuration Request
22:28:04, 09 Oct. (98157.550000) PPP LCP Send Configuration Request
22:27:31, 09 Oct. (98124.740000) PPPoA is down after 3 minutes uptime [Disconnected]

Just did some more speed tests (a few mins between tests) due to I was told that the speed was going fubar again.

TBB Speedtest (Bad) 141290834603809078997 and TBB Speedtest (Good) 141290859449189186428

It had even failed to even run the tests due to staying at 0.00Mbits and says "The test has encountered an error and is unable to continue. Please try again." where the test runs fine.
Speedtest just after it failed: TBB Speedtest (Good) 141290924604853421793 then right after its goes belly up again: TBB Speedtest (Bad) 141290931436684126028 that's just two mins between tests.

There is nothing in the logs for the time I did the speed tests just now even when it slowed down to 0.00Mbits.

Also when it goes bad you can see it hit the floor at 0.00Mbits, this isn't right.
And this has been happening on and off since the 25th of September around times between 21:00/22:00 to around 04:00/06:00 but mostly 22:00 to 04:30 ish.

We also had a fault opened also for our phone line when we reported the connection loss over the phone and after a few tests that fault was closed due to no issues could be found, however the fault on the broadband is still open and still highlights that 1: BT Retail Servers has the fault and like I said that's been like that since the 25th of September when we reported the loss of connection, this also coincides with loads of other broadband faults that BT have listed here: BT Service status

All speed test was done without anyone else using it, and we never lost sync to the exchange.


So it seems it may not just be us that are affected.

Thanks
Paul

Edited by PaulKirby (Fri 10-Oct-14 04:26:45)

Standard User PaulKirby
(regular) Fri 21-Nov-14 12:24:05
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Re: Dropping of BT Broadband connection since 25th Sep


[re: RobertoS] [link to this post]
 
Well just an update, after loads of calls to and from BT they there was an issue in the exchange, I assume this due to BT told me that an engineer was required to fix/change something in the exchange.
I assume it was the line card and that we had our SNR margin reset to 6dB where we had the speeds close to that we was once getting with our last provider.

Now at that point and for a few weeks we was very happy with the outcome, sadly we had loads of rain over the last few of weeks and now we have a very slow line and our SNR has gone up to 12dB resulting in very slow speed frown
BT are aware of the rain issue due to I explained this on the phone to them back then, I did at one point ask to be moved over to a new cable pair from our pole to the cabinet and was told openreach won't do this unless there is a phone fault.

I did send an email to BT this morning 10am and haven't received any automated emails yet, so its either they are bogged down or they haven't received my email.

In the email I also asked to have our SNR reset back to 6dB so if that gets reset back to 6dB it should be back to normal until we get loads of rain again, so this rain issue really needs to be resolved because I cannot keep ringing BT up to have our SNR reset back to 6dB every time it rains.

I might even give them a call after lunch to report this just in case, and at least I would get my SNR reset back to 6dB.

Thanks
Paul
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