topic Re: Connection DOWN in Broadband

Connection DOWN

iwaddo — Tue, 15 Oct 2024 09:07:44 GMT

Can anyone please tell me the likely cause of the error below. It is happening most weeks and started when we switched to full fiber. We've had a new cable, router and ONT and both Openreach and Sky there is nothing wrong!! (note I changed the IP address to x's)

syslog: WAN IPV6 UP

syslog: Lease renewed 3600 ip xxx.xxx.xxx.xxx

syslog: [3739008.410000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

syslog: eth3.1 - WAN link DOWN.

syslog: DHCP lease expired from server. Connection DOWN.

syslog: [3739011.432000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

syslog: Voice IP Connection Down

syslog: Voice Disconnected

syslog: No lease renewal received

The workaround is to restart the ONT and router.

Any help appreciated.

Re: Connection DOWN

mae-3 — Tue, 15 Oct 2024 09:32:10 GMT

@iwaddo

If the ONT PON is green then it is likely a known issue that SKy are working on to solve currently, it is a failure at the TCP/IP layer 3 when the physical link ONT PON light is solid green, and effectly loss of the IP connectivity to Sky backend servers.

Re: Connection DOWN

iwaddo — Tue, 15 Oct 2024 09:35:24 GMT

Thank you.

So there is nothing that can be done to alleviate the problem?

Sky just seem so 'could not careless' about it.

Re: Connection DOWN

mae-3 — Tue, 15 Oct 2024 14:19:57 GMT

@iwaddo

Whilst Sky are looking at the issue you'll have these outages but Sky are activily investigating the issue because it is a global issue impacting many customers, so you aren't alone, once the issue is solved it will be fixed for all experiencing the random outage issues. Unfortunately, there isn't a timescale for how long it is going to take to fix it.

Re: Connection DOWN

iwaddo — Tue, 15 Oct 2024 15:28:17 GMT

I wonder why they are not being honest with me.

No one mentions a known issue, I just get the same nonsence checking routines, offers of a new cable etc. None of which will fix it.

Thank you for your help