Fibre broadband dropping out frequently

[Talk2FrankUK]

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]

[cookiemonsteruk]

@Talk2FrankUK 

Can you post your router stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[cookiemonsteruk]

@Talk2FrankUK 

And run tests from my sky app and post the info in more about your connection

[Talk2FrankUK]

Hi cookiemonsteruk, 

Thanks for the reply, yes sure, my current router stats are: 

The MySky broadband checker results show all statuses as 'Good'. I have attached a screenshot. 

 

Thanks very much

[Talk2FrankUK]

[cookiemonsteruk]

@Talk2FrankUK 

Click on more about your connection and post

[Talk2FrankUK]

Photos attached. Thanks again.

[cookiemonsteruk · Accepted solution]

@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

[Talk2FrankUK]

OK, I'll try them again and mention this. 

Thank you for your help! It's much appreciated. I'll let you know how I get on...

[Talk2FrankUK]

UPDATE:

Hi have called Sky again today, apart from them telling me I have too many devices connected to the router again like before (Which is a lot but only average for a techy household, TVs, phones, smart bulbs, consoles etc etc). 

They still can't see all the drop outs that I can see but did acknowledge that the connection had been reset today at least. They have now escalated it to the Network engineering team who will monitor my router/connection for a few days and then contact me. Apparently they'll be able to see the logs that I can see. (I've taken a backup of the logs from the last few days in case they flush them). 

Thanks again.

Will update again when I know more.

[Talk2FrankUK]

UPDATE - FIXED! 

I had an openreach engineer out finally, and after telling me the fault was inside my house and a number of tests later, he then said that the fault is in the exchange, so he changed 'something' in there and it's been up now for 24 hours! Something that's not happened for weeks and weeks! He said that there was a splitter and something else going into the same port on the exchange so it's separated them and I now get faster internet (around 68Mbps) and much more stable. 

Thanks for all your help! 

[cookiemonsteruk]

@Talk2FrankUK 

If you would like to post your stats again we can see if dlm reset has worked and whether there is still room for improvement 🤞

[cookiemonsteruk]

@Talk2FrankUK 

"around 68Mbps"

Missed that bit. Great news 👍

[Cuckoo69]

Hi all,

I'm getting a similar problem. In January I logged an issue with Sky that the BB was dropping out regularly when I was trying to work at home. On that occasion a Sky engineer came to change some connections. We had a faster connection but still experienced some difficulties. However, I haven't needed to work at home until today. Throughout the morning I had repeated drop-outs of internet connection. I logged onto Sky.com, and this resulted in a BT Openreach job raised. Hopefully they come to the same conclusion. For information I ran a hub diagnostic check and found the event log. I've plotted the VDSL2 link down events (only available for the last 5 days though). There appears to be a significant trend during the morning.

 

[Cuckoo69]

@Talk2FrankUK @cookiemonsteruk  just in case you don't get a notification about the above post. Thanks 🙂