Another dropout problem

[Bennyh]

Hello,

I have a loss of broadband on a daily basis. Outage lasts about 3 minutes and automatically reconnects. 

Wifi is disabled on the Sky router SR203 but instead served by Asus ZenwifiAC mesh system configured as access point)

I have noticed the internet and voice lights on the router going off and then orange and then green.

The ONT lights remain green. I have rebooted the router.

Looking at the log of the SR203 it looks like the time is not correctly set, but I cannot tell if this is the cause of the problem or just something that happens after the router reconnects. I wonder if the router is faulty?

I cannot post the log here due to the rules, but it starts with the date set 1stJan1970. It then gathers the time from ntp1.isp.sky. com and proceeds to display IPV6 lease refresh statements

Is this normal behaviour? Any ideas?

THank you 

Ben

[JimM1]

@Bennyh The initial log to 1970 is the norm when the unit loses power or is sent a re-boot command to reset completely, after that as long as the power stay's on the log will continue time wise once set by the ntp clock and then it is checked from time to time that the clock is in sync, normal logging for the sky SR203 hub is just over the 24hr mark depending on what is going on and what the log is recording, but once the log rolls over it is a last in and first out so eventually the 1970 dates will disappear, so it is best to check periodically if you suspect something is going on! The amber light or no internet light should indicate a wan connection drop but not cause the time to resync back to the start, also look at the stat's log, it will show you all the run times for all up, that is On, Wan,Lan,2.4Ghz and the 5Ghz so there is 5 time stamps you can look at there!

Complete power reset then you need to be looking at power, psu, and eventually the SR itself!

[Kerry187]

I am having the same issues. Constantly, every few mins mine is doing this... I've done the checks on my sky and it says the connection is fine, I've complained to sky numerous times, they even sent BT out a few weeks ago to sort out the external line, it worked for about a week. I spoke to them again and they said they'd send a new router out which they still haven't. Getting to the point I'm going to tell them to shove it and not paying the rest of my contract as it's constantly dropping out... 

[JimM1]

@Kerry187 If your are and feel you can do so then follow the link below, allow the stat's to fill in capture and post the table up just as you see at the bottom off the link! If you have a bad line then the stat's may show it!

How to read your Sky Hub statistics

As to not paying all your choice but would be better you do the whole complaints type issue instead, your way will be a lot of hurt not paying!

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

[Bennyh]

Thank you JimM1!

Since I last looked a few hours ago the router has reset itself again. Would like to know more about what is going on.

Stats:

https://drive.google.com/file/d/1Gi1KxvWhMZSXi4kfDPYa26uT-B6Nw9I2/view?usp=sharing 

LOG (* used to delete identifiables)

00:00:21 syslog: [ 0.214000] brcmboard registered
00:00:21 syslog: [ 18.351000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
00:00:21 syslog: [ 20.418000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
00:00:21 syslog: [ 20.448000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
00:00:21 syslog: [ 21.378000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.
00:00:22 syslog: [ 21.433000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
00:00:22 syslog: [ 21.463000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
00:00:24 syslog: [ 23.408000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
00:00:25 syslog: [ 24.496000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
00:00:25 syslog: [ 24.528000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
00:00:49 syslog: [ 39.991000] Line 0: xDSL link down
00:00:54 syslog: [ 49.003000] Line 0: xDSL link down
00:01:03 syslog: Voice Configured
00:01:03 syslog: [ 62.003000] Line 0: xDSL link down
00:01:07 syslog: Voice Initialized
00:01:07 syslog: Voice Connecting
00:01:17 syslog: Voice Disconnected
00:01:30 syslog: sky dhcpc client (v0.0.1) started
00:01:42 syslog: Failed to upload Telemetry data - Error(6)
00:01:51 syslog: sky dhcpc client (v0.0.1) started
00:01:56 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
00:02:06 syslog: eth3.1 - WAN link UP.
00:02:06 syslog: Received valid DHCP lease from server. Connection UP.
00:02:07 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D*****]
00:02:08 syslog: Send out NTP request to ntp1.isp.sky.com
21:03:42 syslog: Time has been set from ntp1.isp.sky.com
21:03:42 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
21:03:48 syslog: TR69: Connect to Production ACS
21:03:48 syslog: TR69: Connection to ACS Complete
21:03:50 syslog: TR69: Close ACS Connection
21:04:23 syslog: WAN IPV6 UP
21:04:23 syslog: Voice IP Connection Up: *****
21:04:23 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [*****]
21:04:24 syslog: Voice Configured
21:04:29 syslog: Voice Initialized
21:04:29 syslog: Voice Connecting
21:32:52 syslog: Voice Connected
21:34:03 syslog: WAN IPV6 UP
21:38:36 syslog: Lease renewed 3600 ip ***********

[JimM1]

@Bennyh You have Three Ethernet port connections on the SR203, one will be the Wan, one will be your Asus, but what is the third one, and i also see collision's posted on you google pic!

The SR203 should stay up 100% off the time with NO reset's!!!!

[Bennyh]

The third port is connected to a tp link ethernet switch hub, which serves a PC and an Xbox. Seems to be working and I never considered it may be the problem.

Should I try removing it replacing that? It's one of the 10/100 Mbps units

Thanks

Ben

[Bennyh]

I meant to also say I tried the hub plugged into the Asus initially but ran in to problems getting connections with the pc and Xbox. So maybe it is the culprit!

[JimM1]

@Bennyh As you are not using very much on that SR203 apart from an AP to the Asus and the switch, the Tp-Link would be better on a newer 1Gb/s switch for sure, but if you can live with it for a test then would pull the connection to see if any is causing you an issue!

Just keep an eye on the log, if ethernet is gone on the PC you will have to test via the wireless AP somehow!

As a side note for you, i have my Asus Ai mesh direct on the ONT Router mode, NO SR connected now but did decide that the loss of the phone line did not matter, personally i would not AP mode an Asus system just me!

[Kerry187]

I have already raised a complaint when it started cutting out constantly again about a week after BT sorted external lines. All thy done was said they'd send me a new router which I still haven't received and this was a couple of weeks before Christmas. I will be calling them again tomorrow and if they still aren't going to sort it then I'm going to have to see how I go about taking it further - maybe to Ofcom as I am literally paying full price for something I can use less than half of the time. I've tried everything they've told me to do, nothing works. 

[Kerry187]

Also I've tried why you said for the stats, it doesn't let me sign in with either password. It just keeps going back to the sign in boxes...  as per photo... 

[Kerry187]

Then it goes to a 401 authorisation error message. I will ring them tomorrow and raise another complaint... just annoys me that pay for something can't use half of the time... 

[Bennyh]

Thanks again to JimM1

I'm going to test the system without the tplink switch box. Fingers crossed that this was the problem. I have now got the pc plugged into the Asus AP and (surprise surprise) the speed test does show 500mbps download.

Cheers and good luck to Kerry who joined in with the thread. I'll post back with outcome in a week or so.