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Discussion topic: Fibre broadband dropping out frequently

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This message was authored by Talk2FrankUK This message was authored by: Talk2FrankUK

Fibre broadband dropping out frequently

Hi there, 

 

I wonder if anyone could help... 

 

I've been on the phone to Sky about my broadband issues and after running tests on the line, they tell me there are no faults they can see, no drops of internet and tell me to just use an ethernet cable, that I have too many devices connected and that I'm using a lot of data... (Not much help!)

 

The issue is, my internet drops out quite frequently, the lights on the hub tell me the power is fine, the wifi is fine but the internet is amber. This has been happening more and more recently, and when working from home, on calls and video conferences, it's pretty embarrassing being kicked from a meeting, only to join again 2 mins later and apologise on behalf of my connection! 

 

So far today it has dropped at least 4 times, 08:02, 10:05, 11:12 and 12:11. 

Unfortunately I wasn't logged into the router when I was on the phone to sky otherwise it would be pretty darn conclusive that there WAS drops, when looking at the router logs I see: 

 

2022-02-25 t11:12:14 syslog: ptm0.1 - WAN link DOWN.
2022-02-25 t11:12:14 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-02-25 t11:12:16 syslog: Clear IP addresses. IP connection DOWN.
2022-02-25 t11:12:16 syslog: Voice IP Connection Down
2022-02-25 t11:12:16 syslog: [3742079.958000] Line 0: xDSL link down

 

I work in IT, but I'm no networking expert, but that looks fairly obvious to me... No idea why Sky can't see this from their end... 

 

Uptime shows as: 

 

WAN MER 225138 237225 0 41758 149427 01:32:50 (Taken at around 13:45, so coincides with the drops mentioned.)

 

I noticed on other posts, someone says that the online tools don't pickup drops "Since the online tools wont pickup line drops I've flagged your post to Sky"

 

Is anyone able to help with this? 

 

Thank you very much!! 

 

Extract of my router logs below (Had to slightly alter the text so the forum would let me post it): 

 

2022-02-25 t04:05:56 syslog: WAN IPV6 UP
2022-02-25 t04:08:52 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t04:35:57 syslog: WAN IPV6 UP
2022-02-25 t04:41:16 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t05:05:57 syslog: WAN IPV6 UP
2022-02-25 t05:16:41 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t05:19:27 syslog: [3720912.860000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
2022-02-25 t05:20:04 syslog: [3720950.149000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
2022-02-25 t05:20:08 syslog: [3720954.195000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
2022-02-25 t05:20:11 syslog: [3720957.222000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
2022-02-25 t05:20:18 syslog: [3720964.281000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
2022-02-25 t05:20:20 syslog: [3720966.317000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
2022-02-25 t05:35:57 syslog: WAN IPV6 UP
2022-02-25 t05:37:45 syslog: Send out NTP request to ntp1.isp.sky.com
2022-02-25 t05:37:46 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2022-02-25 t05:37:46 syslog: System time is up to date
2022-02-25 t05:48:29 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t06:05:58 syslog: WAN IPV6 UP
2022-02-25 t06:17:53 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t06:35:58 syslog: WAN IPV6 UP
2022-02-25 t06:47:54 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t07:05:58 syslog: WAN IPV6 UP
2022-02-25 t07:14:54 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t07:35:58 syslog: WAN IPV6 UP
2022-02-25 t07:40:24 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t08:02:42 syslog: ptm0.1 - WAN link DOWN.
2022-02-25 t08:02:42 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-02-25 t08:02:43 syslog: Clear IP addresses. IP connection DOWN.
2022-02-25 t08:02:44 syslog: Voice IP Connection Down
2022-02-25 t08:02:44 syslog: [3730706.782000] Line 0: xDSL link down
2022-02-25 t08:02:44 syslog: Voice Disconnected
2022-02-25 t08:02:44 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t08:02:47 syslog: [3730710.196000] Line 0: xDSL G.994 training
2022-02-25 t08:03:12 syslog: [3730724.203000] Line 0: VDSL G.993 started
2022-02-25 t08:03:12 syslog: [3730735.210000] Line 0: VDSL G.993 channel analysis
2022-02-25 t08:03:12 syslog: [3730737.012000] Line 0: VDSL2 link up, Bearer 0, us=20000, ds=55000
2022-02-25 t08:03:12 syslog: [3730737.012000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-02-25 t08:03:14 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t08:03:46 syslog: ptm0.1 - WAN link UP.
2022-02-25 t08:03:46 syslog: Received valid DHCP lease from server. Connection UP.
2022-02-25 t08:03:46 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]
2022-02-25 t08:03:50 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t08:03:50 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t08:03:50 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t08:03:50 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t08:03:59 syslog: WAN IPV6 UP
2022-02-25 t08:03:59 syslog: Voice IP Connection Up: 2a02:c7e:38a8:c200::1/64
2022-02-25 t08:03:59 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]
2022-02-25 t08:04:01 syslog: Voice Disconnected
2022-02-25 t08:17:15 syslog: Send out NTP request to ntp1.isp.sky.com
2022-02-25 t08:17:15 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2022-02-25 t08:17:15 syslog: System time is up to date
2022-02-25 t08:32:14 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t08:33:52 syslog: WAN IPV6 UP
2022-02-25 t09:03:52 syslog: WAN IPV6 UP
2022-02-25 t09:07:02 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t09:33:52 syslog: WAN IPV6 UP
2022-02-25 t09:40:02 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t10:03:52 syslog: WAN IPV6 UP
2022-02-25 t10:05:03 syslog: ptm0.1 - WAN link DOWN.
2022-02-25 t10:05:03 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-02-25 t10:05:04 syslog: Clear IP addresses. IP connection DOWN.
2022-02-25 t10:05:05 syslog: Voice IP Connection Down
2022-02-25 t10:05:05 syslog: [3738047.926000] Line 0: xDSL link down
2022-02-25 t10:05:06 syslog: Voice Disconnected
2022-02-25 t10:05:06 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t10:05:08 syslog: [3738051.223000] Line 0: xDSL G.994 training
2022-02-25 t10:05:33 syslog: [3738065.223000] Line 0: VDSL G.993 started
2022-02-25 t10:05:33 syslog: [3738076.223000] Line 0: VDSL G.993 channel analysis
2022-02-25 t10:05:33 syslog: [3738078.002000] Line 0: VDSL2 link up, Bearer 0, us=20000, ds=55000
2022-02-25 t10:05:33 syslog: [3738078.002000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-02-25 t10:05:35 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t10:06:07 syslog: ptm0.1 - WAN link UP.
2022-02-25 t10:06:07 syslog: Received valid DHCP lease from server. Connection UP.
2022-02-25 t10:06:07 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]
2022-02-25 t10:06:11 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t10:06:11 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t10:06:11 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t10:06:11 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t10:06:16 syslog: WAN IPV6 UP
2022-02-25 t10:06:16 syslog: Voice IP Connection Up: 2a02:c7e:38a8:c200::1/64
2022-02-25 t10:06:16 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]
2022-02-25 t10:06:18 syslog: Voice Disconnected
2022-02-25 t10:36:11 syslog: WAN IPV6 UP
2022-02-25 t10:39:05 syslog: Lease renewed 3600 ip 90.209.166.108
2022-02-25 t10:52:04 syslog: Send out NTP request to ntp1.isp.sky.com
2022-02-25 t10:52:04 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2022-02-25 t10:52:04 syslog: System time is up to date
2022-02-25 t11:06:10 syslog: WAN IPV6 UP
2022-02-25 t11:12:14 syslog: ptm0.1 - WAN link DOWN.
2022-02-25 t11:12:14 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-02-25 t11:12:16 syslog: Clear IP addresses. IP connection DOWN.
2022-02-25 t11:12:16 syslog: Voice IP Connection Down
2022-02-25 t11:12:16 syslog: [3742079.958000] Line 0: xDSL link down
2022-02-25 t11:12:17 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t11:12:17 syslog: Voice Disconnected
2022-02-25 t11:12:19 syslog: [3742083.075000] Line 0: xDSL G.994 training
2022-02-25 t11:12:45 syslog: [3742097.083000] Line 0: VDSL G.993 started
2022-02-25 t11:12:45 syslog: [3742109.086000] Line 0: VDSL G.993 channel analysis
2022-02-25 t11:12:45 syslog: [3742110.030000] Line 0: VDSL2 link up, Bearer 0, us=20000, ds=55000
2022-02-25 t11:12:45 syslog: [3742110.030000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-02-25 t11:12:47 syslog: sky dhcpc client (v0.0.1) started
2022-02-25 t11:13:19 syslog: ptm0.1 - WAN link UP.
2022-02-25 t11:13:19 syslog: Received valid DHCP lease from server. Connection UP.
2022-02-25 t11:13:19 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]
2022-02-25 t11:13:24 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t11:13:24 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t11:13:24 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t11:13:24 syslog: bind 0.0.0.0 - Address already in use
2022-02-25 t11:13:27 syslog: WAN IPV6 UP
2022-02-25 t11:13:27 syslog: Voice IP Connection Up: 2a02:c7e:38a8:c200::1/64
2022-02-25 t11:13:27 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D201198C002346/807215A90168/90.209.166.108/5.14.2424.R/2a02:c7e:38a8:c200::1]


Best Answers
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk Answer

Re: Fibre broadband dropping out frequently

Posted by a Superuser, not a Sky employee. Find out more

@Talk2FrankUK 

 

Definately a line fault smewhere

 

You 2Mbps below your guaranteed minimum

The syslog confirms dhcp lease renewal failures

And your noise margin is too high

 

Call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone to book an engineer appt. Get back to us for escalation if you have difficulties getting thru

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