Broadband connection issues

[hollisa]

Hi,

Hub ModelSR203
Firmware Version7.02.0201.R

Thought I would try here before calling the help desk. Every few days or so the internet connection is dropped. I go through the trouble shooting section on the my sky app and it always results in me having to unplug the broadband hub wire from the micro filter on the master socket and plug it back it in to get the hub to reconnect. No great hardship but starting to get annoying now as it seems to be increasing in frequency.

Any ideas?

[cookiemonsteruk]

@hollisa 

Can you post your hub stats as shown below

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

[cookiemonsteruk]

@hollisa 

Can you post your hub stats

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

[hollisa]

Thanks,

Interestingly, it looks like the router has restarted. Would have added the syslog but it has cleared. Typical 🙂

I noted it did have ptm0.1 - WAN link Down. when I had to reconnect last time.

[cookiemonsteruk]

@hollisa 

At the minute you speeds look good but there is not enough info to see the line drop. I would reckon to see at what stage and how many times a day the line drop happen would need 6 hours of the syslog .If possible could you post your syslog at 16:00 ish after modifying the date stamps and removing your public ip address

[hollisa]

Hi

Broadband dropped sometime tonight, was watching TV so don't know what time
Before reboot

>>>>> Router had restarted<<<<<<

syslog: [ 0.208000] brcmboard registered
syslog: [ 19.400000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 1000 mbps full duplex
syslog: [ 21.421000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.
syslog: [ 23.512000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 1000 mbps full duplex
syslog: [ 34.806000] Line 0: xDSL link down
syslog: [ 39.807000] Line 0: xDSL link down
syslog: Voice Disconnected
syslog: [ 50.807000] Line 0: xDSL link down
syslog: [ 53.807000] Line 0: xDSL G.994 training
syslog: Voice Disconnected
syslog: [ 67.807000] Line 0: VDSL G.993 started
syslog: [ 79.808000] Line 0: VDSL G.993 channel analysis
syslog: [ 81.181000] Line 0: VDSL2 link up, Bearer 0, us=19999, ds=76817
syslog: [ 81.181000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
syslog: sky dhcpc client (v0.0.1) started
syslog: ptm0.1 - WAN link UP.

>>>>> Router had restarted<<<<<<
syslog: Received valid DHCP lease from server. Connection UP.
syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [ ]
syslog: Send out NTP request to ntp1.isp.sky.com
syslog: Time has been set from ntp1.isp.sky.com
09:19:53 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
09:19:59 syslog: bind 0.0.0.0 - Address already in use
09:19:59 syslog: bind 0.0.0.0 - Address already in use
09:19:59 syslog: bind 0.0.0.0 - Address already in use
09:19:59 syslog: bind 0.0.0.0 - Address already in use
09:20:04 syslog: WAN IPV6 UP
09:20:04 syslog: Voice IP Connection Up:
09:20:05 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [ ]
09:20:06 syslog: TR69: Connect to Production ACS
09:20:06 syslog: TR69: Connection to ACS Complete
09:20:09 syslog: TR69: Close ACS Connection
09:20:10 syslog: Voice Disconnected
09:49:54 syslog: WAN IPV6 UP
09:55:29 syslog: Lease renewed 3600 ip
10:19:55 syslog: WAN IPV6 UP
10:28:11 syslog: Lease renewed 3600 ip
10:49:55 syslog: WAN IPV6 UP
10:56:23 syslog: Lease renewed 3600 ip
11:19:55 syslog: WAN IPV6 UP
11:20:59 syslog: Lease renewed 3600 ip
11:37:54 syslog: Send out NTP request to ntp1.isp.sky.com
11:37:54 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
11:37:54 syslog: System time is up to date
11:46:47 syslog: Lease renewed 3600 ip
11:49:54 syslog: WAN IPV6 UP
12:11:23 syslog: Lease renewed 3600 ip
12:19:54 syslog: WAN IPV6 UP
12:37:11 syslog: Lease renewed 3600 ip
12:49:54 syslog: WAN IPV6 UP
13:05:23 syslog: Lease renewed 3600 ip
13:19:54 syslog: WAN IPV6 UP
13:32:41 syslog: Lease renewed 3600 ip
13:46:51 syslog: Send out NTP request to ntp1.isp.sky.com
13:46:52 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
13:46:52 syslog: System time is up to date
13:49:55 syslog: WAN IPV6 UP
13:58:48 syslog: Lease renewed 3600 ip
14:19:55 syslog: WAN IPV6 UP
14:23:24 syslog: Lease renewed 3600 ip
14:49:55 syslog: WAN IPV6 UP
14:57:00 syslog: Lease renewed 3600 ip
15:19:56 syslog: WAN IPV6 UP
15:32:06 syslog: Lease renewed 3600 ip
15:49:56 syslog: WAN IPV6 UP
16:02:39 syslog: Send out NTP request to ntp1.isp.sky.com
16:02:39 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
16:02:39 syslog: System time is up to date
16:06:00 syslog: Lease renewed 3600 ip
16:19:55 syslog: WAN IPV6 UP
16:35:24 syslog: Lease renewed 3600 ip
16:49:56 syslog: WAN IPV6 UP
17:09:18 syslog: Lease renewed 3600 ip
17:19:56 syslog: WAN IPV6 UP
17:42:36 syslog: Lease renewed 3600 ip
17:49:56 syslog: WAN IPV6 UP
18:14:42 syslog: Lease renewed 3600 ip
18:19:56 syslog: WAN IPV6 UP
18:22:08 syslog: Send out NTP request to ntp1.isp.sky.com
18:22:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
18:22:09 syslog: System time is up to date
18:39:55 syslog: Lease renewed 3600 ip
18:49:56 syslog: WAN IPV6 UP
19:06:55 syslog: Lease renewed 3600 ip
19:19:56 syslog: WAN IPV6 UP
19:34:31 syslog: Lease renewed 3600 ip
19:49:57 syslog: WAN IPV6 UP
20:01:13 syslog: Lease renewed 3600 ip
20:19:57 syslog: WAN IPV6 UP
20:29:43 syslog: Lease renewed 3600 ip
20:42:03 syslog: Send out NTP request to ntp1.isp.sky.com
20:42:03 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
20:42:03 syslog: System time is up to date
20:49:56 syslog: WAN IPV6 UP
21:03:37 syslog: Lease renewed 3600 ip
21:19:56 syslog: WAN IPV6 UP
21:32:07 syslog: Lease renewed 3600 ip
21:49:56 syslog: WAN IPV6 UP
21:58:49 syslog: Lease renewed 3600 ip
22:19:56 syslog: WAN IPV6 UP
22:26:25 syslog: Lease renewed 3600 ip

>>>>> Pulled cable to reconnect <<<<<

22:34:10 syslog: ptm0.1 - WAN link DOWN.
22:34:10 syslog: DHCP lease invalid(WANoE). Connection DOWN.
22:34:12 syslog: Clear IP addresses. IP connection DOWN.
22:34:13 syslog: Voice IP Connection Down
22:34:13 syslog: [47646.247000] Line 0: xDSL link down
22:34:14 syslog: sky dhcpc client (v0.0.1) started
22:34:15 syslog: Voice Disconnected
22:34:17 syslog: [47650.557000] Line 0: xDSL G.994 training
22:34:41 syslog: [47664.557000] Line 0: VDSL G.993 started
22:34:41 syslog: [47676.557000] Line 0: VDSL G.993 channel analysis
22:34:41 syslog: [47678.238000] Line 0: VDSL2 link up, Bearer 0, us=19999, ds=76687
22:34:41 syslog: [47678.238000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
22:34:43 syslog: sky dhcpc client (v0.0.1) started
22:35:19 syslog: ptm0.1 - WAN link UP.
22:35:19 syslog: Received valid DHCP lease from server. Connection UP.
22:35:19 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: []
22:35:24 syslog: bind 0.0.0.0 - Address already in use
22:35:24 syslog: bind 0.0.0.0 - Address already in use
22:35:24 syslog: bind 0.0.0.0 - Address already in use
22:35:24 syslog: bind 0.0.0.0 - Address already in use
22:35:30 syslog: WAN IPV6 UP
22:35:30 syslog: Voice IP Connection Up:
22:35:30 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: []
22:35:32 syslog: Voice Disconnected

[jamesn123]

Hi @hollisa 

Does look like you have a dropping line. 

Is the hub connected to the master telephone socket?

I will escalate your post to Sky, I cant guarantee they will be able to do anything as Openreaches threshold for a fault is usually 5-10 drops per day and I gather that yours is 1 every few days?

[Lisa-P1987]

Thank you for escalating this. We have sent hollisa an invite to chat 🙂 

[Lisa-P1987]

Update – Thanks for chatting to us hollisa. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂   

[hollisa]

Apologies, for not responding sooner. I didn't reply to the support chat as I didn't have the energy to discuss the merrits of oh we couldn't find a root cause to the intermittent issue therefore just factory reset your router. It has been stable up untill around 8:30 last night. I think I will live with it for now.  I don't fancy having to add in firewall rules again. Also If I save and restore the config doesn't that defeat the object of a factory reset?

[jamesn123]

@hollisa 

A factory reset it a normal first step to try and solve this issue. You should not restore from a backup once you've factory reset the router as a custom setting you've put it may have caused the issue in the first place

[Gonezfost98]

---

@hollisa wrote:

Hi,

Hub ModelSR203
Firmware Version7.02.0201.R

Thought I would try here before calling the help desk. Every few days or so the internet connection is dropped. I go through the trouble shooting section on the my sky app and it always results in me having to unplug the broadband hub wire from the micro filter on the master socket and plug it back it in to get the hub to reconnect. No great hardship but starting to get annoying now as it seems to be increasing in frequency.

Any ideas?

---

It's getting ridiculous now the connection to the router keeps dropping and we have to reset it to get connection back. The worst part is Sky's terrible customer service when asked about the problem all they ever give is default stock answers. Does anyone else have this problem?

[mae-3]

@Gonezfost98 

How often do you need to factory reset because doing that always isn't a fix? And does the router completely lock up and have no alternative than a factory reset or power cycle? Have you tried pinging the router when this occurs, 'ping 192.168.0.1' when it occurs and post that to the forum when it occurs again, please.

[mae-3]

And if those here can ping the router and it's still offline then a copy of the router stats should be posted at the point it has failed, so we can establish traffic flow.