Connection dropping every 30mins to 1 hour

[Desejada]

Hi All, over the last few days ive noticed the connection dropping multiple times a day, today seemingly every 30 mins or so, is my only hope to ring Sky? as my broadband check says everything is good with no known issues. I'll post the log and relevant stats below: If anyone has any ideas it'll be appreciated. Have tried leaving the hub off for nearly 2 hours to get a new DHCP address but then dropped after 40 mins.

2022-07-15 1X:53:11 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2022-07-15 1X:53:16 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 1X:53:16 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 1X:53:16 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 1X:53:16 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 1X:53:20 syslog: WAN IPV6 UP
2022-07-15 1X:53:20 syslog: Voice IP Connection Up: 2a02:c7f:50b4:9800::1/64
2022-07-15 1X:53:21 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 1X:53:23 syslog: TR69: Connect to Production ACS
2022-07-15 1X:53:23 syslog: TR69: Connection to ACS Complete
2022-07-15 1X:53:25 syslog: Voice Disconnected
2022-07-15 1X:53:26 syslog: TR69: Voice Line SIP configuration received
2022-07-15 1X:53:26 syslog: TR69: Close ACS Connection
2022-07-15 1X:53:29 syslog: Voice Connecting
2022-07-15 1X:53:29 syslog: Voice HARDENING
2022-07-15 1X:53:30 syslog: Voice Connected
2022-07-15 1X:53:30 syslog: Voice Disconnected
2022-07-15 1X:53:34 syslog: Voice Disconnected
2022-07-15 1X:53:38 syslog: Voice Connecting
2022-07-15 1X:53:38 syslog: Voice Connected
2022-07-15 2X:21:18 syslog: ptm0.1 - WAN link DOWN.
2022-07-15 2X:21:18 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-07-15 2X:21:20 syslog: Clear IP addresses. IP connection DOWN.
2022-07-15 2X:21:21 syslog: Voice IP Connection Down
2022-07-15 2X:21:21 syslog: [ 1806.266000] Line 0: xDSL link down
2022-07-15 2X:21:21 syslog: [ 1808.894000] Line 0: xDSL G.994 training
2022-07-15 2X:21:23 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 2X:21:25 syslog: Voice Disconnected
2022-07-15 2X:21:48 syslog: [ 1822.897000] Line 0: VDSL G.993 started
2022-07-15 2X:21:48 syslog: [ 1834.898000] Line 0: VDSL G.993 channel analysis
2022-07-15 2X:21:48 syslog: [ 1836.336000] Line 0: VDSL2 link up, Bearer 0, us=14526, ds=53700
2022-07-15 2X:21:48 syslog: [ 1836.336000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-07-15 2X:21:50 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 2X:22:27 syslog: ptm0.1 - WAN link UP.
2022-07-15 2X:22:27 syslog: Received valid DHCP lease from server. Connection UP.
2022-07-15 2X:22:27 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 2X:22:32 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 2X:22:32 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 2X:22:32 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 2X:22:32 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X20:22:37 syslog: WAN IPV6 UP
2022-07-15 X20:22:37 syslog: Voice IP Connection Up: 2a02:c7f:50b4:9800::1/64
2022-07-15 X20:22:37 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 X20:22:39 syslog: TR69: Connect to Production ACS
2022-07-15 X20:22:39 syslog: TR69: Connection to ACS Complete
2022-07-15 X20:22:42 syslog: Voice Disconnected
2022-07-15 X20:22:43 syslog: TR69: Close ACS Connection
2022-07-15 X20:22:46 syslog: Voice Connecting
2022-07-15 X20:22:46 syslog: Voice Connected
2022-07-15 X20:35:12 syslog: TR69: Connect to Production ACS
2022-07-15 X20:35:12 syslog: TR69: Connection to ACS Complete
2022-07-15 X20:35:16 syslog: TR69: Close ACS Connection
2022-07-15 X20:35:28 syslog: TR69: Connect to Production ACS
2022-07-15 X20:35:28 syslog: TR69: Connection to ACS Complete
2022-07-15 X20:35:35 syslog: TR69: Close ACS Connection
2022-07-15 X20:37:09 syslog: TR69: Connect to Production ACS
2022-07-15 X20:37:09 syslog: TR69: Connection to ACS Complete
2022-07-15 X20:37:12 syslog: TR69: Close ACS Connection
2022-07-15 X20:37:24 syslog: TR69: Connect to Production ACS
2022-07-15 X20:37:31 syslog: TR69: Close ACS Connection
2022-07-15 X20:52:27 syslog: WAN IPV6 UP
2022-07-15 X20:53:17 syslog: Lease renewed 3600 ip 5.64.105.28
2022-07-15 X21:01:18 syslog: TR69: Connect to Production ACS
2022-07-15 X21:01:18 syslog: TR69: Connection to ACS Complete
2022-07-15 X21:01:23 syslog: TR69: Close ACS Connection
2022-07-15 X21:01:33 syslog: TR69: Connect to Production ACS
2022-07-15 X21:01:33 syslog: TR69: Connection to ACS Complete
2022-07-15 X21:01:40 syslog: TR69: Close ACS Connection
2022-07-15 X21:20:35 syslog: Lease renewed 3600 ip 5.64.105.28
2022-07-15 X21:22:27 syslog: WAN IPV6 UP
2022-07-15 X21:36:16 syslog: ptm0.1 - WAN link DOWN.
2022-07-15 X21:36:16 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-07-15 X21:36:19 syslog: Clear IP addresses. IP connection DOWN.
2022-07-15 X21:36:19 syslog: Voice IP Connection Down
2022-07-15 X21:36:19 syslog: [ 6287.484000] Line 0: xDSL link down
2022-07-15 X21:36:20 syslog: [ 6290.910000] Line 0: xDSL G.994 training
2022-07-15 X21:36:21 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 XX21:36:23 syslog: Voice Disconnected
2022-07-15 X21:36:39 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 X21:37:08 syslog: [ 6303.910000] Line 0: VDSL G.993 started
2022-07-15 X21:37:08 syslog: [ 6308.910000] Line 0: xDSL link down
2022-07-15 X21:37:08 syslog: [ 6311.910000] Line 0: xDSL G.994 training
2022-07-15 X21:37:08 syslog: [ 6325.910000] Line 0: VDSL G.993 started
2022-07-15 X21:37:08 syslog: [ 6337.910000] Line 0: VDSL G.993 channel analysis
2022-07-15 X21:37:08 syslog: [ 6338.866000] Line 0: VDSL2 link up, Bearer 0, us=14601, ds=63231
2022-07-15 X21:37:08 syslog: [ 6338.866000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-07-15 X21:37:10 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 X21:37:40 syslog: ptm0.1 - WAN link UP.
2022-07-15 X21:37:40 syslog: Received valid DHCP lease from server. Connection UP.
2022-07-15 X21:37:40 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 X21:37:44 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:37:44 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:37:45 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:37:45 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:37:53 syslog: WAN IPV6 UP
2022-07-15 X21:37:53 syslog: Voice IP Connection Up: 2a02:c7f:50b4:9800::1/64
2022-07-15 X21:37:53 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 X21:37:56 syslog: Voice Disconnected
2022-07-15 X21:37:59 syslog: Voice Connecting
2022-07-15 X21:38:00 syslog: Voice Connected
2022-07-15 X21:43:31 syslog: ptm0.1 - WAN link DOWN.
2022-07-15 X21:43:31 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2022-07-15 X21:43:33 syslog: Clear IP addresses. IP connection DOWN.
2022-07-15 X21:43:34 syslog: Voice IP Connection Down
2022-07-15 X21:43:34 syslog: [ 6720.602000] Line 0: xDSL link down
2022-07-15 X21:43:34 syslog: [ 6723.911000] Line 0: xDSL G.994 training
2022-07-15 X21:43:36 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 X21:43:38 syslog: Voice Disconnected
2022-07-15 X21:44:01 syslog: [ 6737.911000] Line 0: VDSL G.993 started
2022-07-15 X21:44:01 syslog: [ 6748.911000] Line 0: VDSL G.993 channel analysis
2022-07-15 X21:44:01 syslog: [ 6750.724000] Line 0: VDSL2 link up, Bearer 0, us=14717, ds=62153
2022-07-15 X21:44:01 syslog: [ 6750.724000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
2022-07-15 X21:44:03 syslog: sky dhcpc client (v0.0.1) started
2022-07-15 X21:44:46 syslog: WAN IPV6 UP
2022-07-15 X21:44:46 syslog: Voice IP Connection Up: 2a02:c7f:50b4:9800::1/64
2022-07-15 X21:44:46 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960//7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 X21:44:51 syslog: ptm0.1 - WAN link UP.
2022-07-15 X21:44:51 syslog: Received valid DHCP lease from server. Connection UP.
2022-07-15 X21:44:52 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200197D002201/8072155C4960/5.64.105.28/7.02.0201.R/2a02:c7f:50b4:9800::1]
2022-07-15 X21:44:56 syslog: Voice Disconnected
2022-07-15 X21:44:58 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:44:58 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:44:58 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:44:58 syslog: bind 0.0.0.0 - Address already in use
2022-07-15 X21:44:59 syslog: Voice Connecting
2022-07-15 X21:45:00 syslog: Voice Connected
2022-07-15 X21:45:35 syslog: TR69: Connect to Production ACS
2022-07-15 X21:45:35 syslog: TR69: Connection to ACS Complete
2022-07-15 X21:45:39 syslog: TR69: Close ACS Connection
2022-07-15 X21:45:51 syslog: TR69: Connect to Production ACS
2022-07-15 X21:45:51 syslog: TR69: Connection to ACS Complete
2022-07-15 X21:45:57 syslog: TR69: Close ACS Connection

[cookiemonsteruk]

@Desejada 

Your speed varies widely throughout the day from 53Mbps to 62Mbps without showing signs of a line fault. Everytime the speed changes the line drops

I would initially try switching off the hub completely for 45 minutes or overnight to obtain a new public ip address to rule out an equipment faults at or above the exchange and get a new route to sky servers and see if it stabilises tomorrow

If that doesn't work call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

To report that the line is dropping 10+ times a day

[Desejada]

Thank you will have to give them a ring tommorow, I did try switch the hub off for over an hour which it did then get a new address but the issue remains. 

What i will add that I was just watching my router stats and in the time I posted this topic it took 20 mins for the connection to drop, I noticed the downstream noise margin dropping all the way to 0.0dB and then -3.0dB which is the moment it lost connection. 

Now watching the noise margin again and its already dropped from 3.1 to 2.4.

[cookiemonsteruk]

@Desejada 

"0.0dB and then -3.0dB which is the moment it lost connection. "

The noise margin controls the speed upward and downward depending on line quality . So that shows some very erratic behaviour on the line.

The fact that you have changed the public ip to no avail does mean that it looks like you will have to call sky or run tests from your my sky app and if it shows an external fault should also allow to book an engineer

[Desejada]

That's interesting to know, thanks for that. I'll try the my sky app tests tomorrow and if that's clear will ring Sky. Will report back if I make any progress! Thanks for the quick reply's @cookiemonsteruk 

[Desejada]

@cookiemonsteruk 

Actually just mamaged to grab some screenshots showing the noise margin up until it lost connection:

[Desejada]

Just to update on this, we had an Openreach engineer come out and found/fixed an external fault but now our speeds are roughly 10mb slower than before. Did a check on the Sky test which says this:

Is our only hope to wait and see if it improves?

[cookiemonsteruk · Accepted solution]

@Desejada 

In fixing the fault the perform a dlm reset which will result in the noise margin been set to 6db to stabilise the line. If you cabinet has g.inp functionality that should go down to 3db so in the meantime no switching off the hub for 10-14 days whilst your line is retrained to the higher speed.

[cookiemonsteruk]

@Desejada 

Bearer 1, us=0, ds=0

That is what we look for to show your cabinet is capable of a 3db connection

[Desejada]

Great thanks for the explanation, the router stats do indeed show a 6db noise margin, so will leave the hub alone for the next couple of weeks. 

[Desejada]

Sorry, where would I look to see that info? (Bearer 1)

[cookiemonsteruk]

@Desejada 

Great . At your distance from the cabhnet each db is as a rule of thumb equal to 3-4Mbps.  Don't be surprised if it takes longer than 10-14 days that will be dependent on the line stability to go down to 3db.

[cookiemonsteruk]

---

@Desejada wrote:

Sorry, where would I look to see that info? (Bearer 1)

---

That info is in the syslog in the first post. I copied and pasted it from there so the line is capable of g.inp impulse noise protection

[Desejada]

Ah I see, well thanks a lot for your help! Will monitor the connection and hopefully will see an improvement.