topic Re: Stop this 2am nonsense already in Broadband

Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 01:37:32 GMT

Okay so since around September last year my internet keeps going off at around 2am. I've asked before on here and was told it's probably maintenance but what on earth kind of maintenance takes 10 stupid months?

It seems to be okay most weekend nights but come Monday into Tuesday night it's back to going off again so does kind of point towards some sort of planned maintenance but seriously, 10 months of having to drag myself out of bed at 2am to quickly reset router is getting extremely annnoting and yes 10 months I guess I am sort of patient enough to put up with it but now I've truly had enough. Is it actual maintenance or do I need to do something to fix this crap?

Out of contact so tempted to change provider but if it's BT Openreach doing it I guess it would still happen? I guess it's them doing something if it is maintenance and not the Sky folk? Is BT Openreach still a thing?

Re: Stop this 2am nonsense already

mae-3 — Tue, 11 Jun 2024 03:32:26 GMT

@Anonymous

Occasional maintenance does occur but it is very occasional with Zen, like once every six months for about 5 minutes or even less, and it usually occurs in the day around here when repairing the cabinet card(s).

Re: Stop this 2am nonsense already

Chrisee — Tue, 11 Jun 2024 07:20:51 GMT

@Anonymous the question is why do you have to manually reset your router? Sky hubs should reconnect without user intervention. I would suspect something like the cabinet DLM system intervening to optimise line performance rather than maintenance as such where downtime is normally hours not minutes.

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 07:53:57 GMT

i honestly don't know. Been a customer for nearly 18 years now and internet has always been fine but now it's always going off like 2am.
Even when the clocks changed it went to 3am and now it compensated back to 2am.
And like I said most weekends it's absolutely fine, just seems like week nights. So how do I troubleshoot this?

Re: Stop this 2am nonsense already

TimmyBGood — Tue, 11 Jun 2024 08:25:17 GMT

@Anonymous wrote:

Even when the clocks changed it went to 3am and now it compensated back to 2am.

That would certainly suggest a scheduled process, on a system capable of either date awareness or receiving a remote time signal.

Are there any devices within the household which might have the capacity to do such a thing?

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 08:31:25 GMT

We had new heating fitted last year but I am pretty sure it was happening before. Apart from that there are no new devices connected, just a tv, Apple TV, PS4, 2 iPhones.

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 08:33:23 GMT

Oh and an old Sky+HD box which I rarely use.

Re: Stop this 2am nonsense already

mae-3 — Tue, 11 Jun 2024 09:32:01 GMT

@Anonymous

A post of the router stats now and after it goes off-line at 2 am would be useful to isolate the issue down to a router fault or DLM adjusting the line continually in a loop nightly. And the fact I agree with @Chrisee that the router should reconnect automatically after a short few minutes of outage for DLM.

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 09:39:38 GMT

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 680881 3324908 0 0 0 08:24:26 LAN Up 161494 72440 0 0 0 08:26:04 WLAN Up 3534559 947397 0 2 1 08:25:07

Broadband Link Downstream Upstream Connection Speed (Kbps) 79999 17000 Line Attenuation (dB) DS1:5.2 DS2:6.6 DS3:11.6 US0:1.5 US1:6.9 US2:9.9 Noise Margin (dB) DS1:12.6 DS2:12.5 DS3:12.5 US0:12.3 US1:12.2 US2:12.2

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 09:47:06 GMT

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 680881 3324908 0 0 0 08:24:26 LAN Up 161494 72440 0 0 0 08:26:04 WLAN Up 3534559 947397 0 2 1 08:25:07

Hopefully this is what you want.
When it goes offline all the lights on the router indicate everything is okay but all my devices say no connections.
Last month it did a proper off and back on again where the lights actually change to orange etc so that's what it should be doing but it's not.

Re: Stop this 2am nonsense already

mae-3 — Tue, 11 Jun 2024 09:54:21 GMT

@Anonymous

Please post another set of router stats when you lose internet connectivity before rebooting the router, from what I see it is likely a data layer internet connectivity issue usually caused by a firewall or losing IP connectivity but not physical connectivity, eg: it isn't a hardware fault imho. I can confirm with a set of router stats after you lose connectivity but this is important it must be before you reboot the router to regain connectivity that you post the stats.

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 09:58:05 GMT

Ok I can try next time it happens but I don't think it let me connect to the router last time it happened.

Re: Stop this 2am nonsense already

mae-3 — Tue, 11 Jun 2024 10:03:28 GMT

@Anonymous

It should allow access to the router even when IP connectivity fails on the WAN side, if you cannot gain access to the router then please ping the router from a PC with the following command 'ping 192.168.0.1' without the signal quotes on the command line or Windows or terminal prompt in MacOS.

Post that result if the router doesn't respond to its web interface to gain access to the router stats instead.

If the router doesn't reply to 'ping 192.168.0.1' when you lose internet connectivity then the router needs replacing otherwise post the router stats if it does for further guidance.

Re: Stop this 2am nonsense already

Anonymous — Tue, 11 Jun 2024 10:07:25 GMT

Okay at the moment I'm checking everything via iPhone. Will have to dig my laptop out by the looks of it.
Will update if/when it happens again.

Re: Stop this 2am nonsense already

mae-3 — Tue, 11 Jun 2024 10:09:59 GMT

@Anonymous

The iPhone also has a set of tools from the App Store called "IT Tools' which include a ping facility that you can use on the iPhone.

Re: Stop this 2am nonsense already

Anonymous — Wed, 12 Jun 2024 01:46:45 GMT

Okay it's done it again but I'm guessing I need credit on my phone to be able to connect to the router and get the stats?
Or will an Ethernet connection via my laptop work with the internet off to get my stats? Do I actually need some sort internet connection that actually works to be able to check stats?

If so I'll have to get some credit on my phone and wait for it to happen again.

Re: Stop this 2am nonsense already

Chrisee — Wed, 12 Jun 2024 05:39:21 GMT

@Anonymous by definition as you are testing the Sky connection you wont need credit as its thecwifi connection you are testing. Any device connected to the hub with a browser will get you the stats. Although you don't need an internet connection to get stats off the router they are pretty useless if the hub doesn't have a connection when you take them

Re: Stop this 2am nonsense already

mae-3 — Wed, 12 Jun 2024 05:45:41 GMT

@Chrisee

Suppose the stats show a physical connection when there is no connectivity. In that case, they are useful in identifying whether the TCP/IP layer has failed and not the physical connectivity to the DSLAM.

Re: Stop this 2am nonsense already

Anonymous — Wed, 12 Jun 2024 11:08:32 GMT

Ok well it won't let me get the router stats so I don't know what to do?

Re: Stop this 2am nonsense already

mae-3 — Wed, 12 Jun 2024 11:11:10 GMT

@Anonymous

If you are unable to get the router stats, then the reason cannot be identified and you would be best changing alternative ISP.