Connection drops & sync issues with new FTTP install

[mariodecristofano]

I'm putting this here as much for my reference as for a call for help, but any advice or tips appreciated as I'm currently in talks with Sky. 

Had a new FTTP install completed in NG3 (Nottingham) about a month or so ago. Up to then, 15+ years with ADSL broadband from Sky with no problems. 

Post FTTP installation the connection hasnt been particularly stable but speeds were good. Last 24/48 hours regular dropping of connection & the router had defaulted back to it's original default SSID ( I don't know why this has happened ) which made me think something was amiss. 

Went back to default SSID, I did not do this. 

My network/environment

Property is a regular 4 bedroom detached home, fibre install through side of home to the 'puck' which goes straight into a Sky Q SR203 router. (we've had this for over five years or so with very few reboots). 

Port 4 - CAT6 cable to the ONT (cable has been checked & swapped out)
Port 3 - Goes to a Hive Hub
Port 2 - Goes to a Phillips Hue Hub / or a Netgear four port dumb switch

Port 1 - Goes to a TP-Link Powerline adapter servicing an office upstairs

Approx 25+ devices connected (ish) made up of all your regular laptops, smart phones, smart home assistants, Ring devices, internal cameras, servers etc. Reasonably standard. 

Router statistics below not particularly useful as taken post outage. Do have the logs however.

My troubleshooting

ONT box shows three static lights (see pic) with ocassional blinking, router shows either voice & Wifi lights amber, or post reset Power & Voice light, no Internet or Voice whatsoever. Router has been hard reset. 

Connection has been simplified having just connection from ONT going into Port 4, Router hard reset & powered up after power cycling the ONT box (all cabling checked) 

Previously internet had been intermitten, now a TLS entirely. 

Currently waiting for Sky to call me back where service hasnt been great to be honest. 

[mariodecristofano]

xxxxxxx:00:37 syslog: [    0.214000] brcmboard registered

xxxxxxx:00:37 syslog: [   30.862000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 10 mbps full duplex

xxxxxxx:00:37 syslog: [   30.893000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 100 mbps full duplex

xxxxxxx:00:37 syslog: [   32.942000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 100 mbps full duplex

xxxxxxx:00:37 syslog: [   32.972000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

xxxxxxx:00:38 syslog: [   35.990000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.

xxxxxxx:00:38 syslog: [   36.018000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.

xxxxxxx:00:38 syslog: [   36.047000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.

xxxxxxx:00:38 syslog: [   36.076000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

xxxxxxx:00:39 syslog: [   37.011000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 10 mbps full duplex

xxxxxxx:00:39 syslog: [   37.042000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 100 mbps full duplex

xxxxxxx:00:40 syslog: [   38.086000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 100 mbps full duplex

xxxxxxx:00:41 syslog: [   39.129000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

xxxxxxx:00:54 syslog: [   50.145000] Line 0: xDSL link down

xxxxxxx:00:54 syslog: [   52.261000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.

xxxxxxx:00:58 syslog: [   54.150000] Line 0: xDSL link down

xxxxxxx:00:58 syslog: [   56.262000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.

xxxxxxx:01:03 syslog: TR69: Connect to Production ACS

xxxxxxx:01:05 syslog: Voice Configured

xxxxxxx:01:06 syslog: [   64.150000] Line 0: xDSL link down

xxxxxxx:01:06 syslog: [   64.324000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.

xxxxxxx:01:09 syslog: Voice Initialized

xxxxxxx:01:18 syslog: Voice Disconnected

xxxxxxx:01:43 syslog: TR69: Connect to ACS Failed: Could not resolve host

xxxxxxx:01:55 syslog: sky dhcpc client (v0.0.1) started

xxxxxxx:02:06 syslog: sky dhcpc client (v0.0.1) started

xxxxxxx:02:12 syslog: eth3.1 - WAN link UP.

xxxxxxx:02:12 syslog: Received valid DHCP lease from server.  Connection UP.

xxxxxxx:02:13 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211206D004891/80751F6EA090/90.217.202.210/7.03.0704.R/::1]

xxxxxxx:02:14 syslog: Send out NTP request to ntp1.isp.sky.com

xxxxxxx:02:14 syslog: Time has been set from ntp1.isp.sky.com

2024-xxxxxxx03:45:59 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

2024-xxxxxxx03:46:08 syslog: WAN IPV6 UP

2024-xxxxxxx03:46:08 syslog: Voice IP Connection Up: 2a02:c7c:57e9:8c00::1/64

2024-xxxxxxx03:46:08 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211206D004891/80751F6EA090/90.217.202.210/7.03.0704.R/2a02:c7c:57e9:8c00::1]

2024-xxxxxxx03:46:10 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:46:10 syslog: TR69: Connection to ACS Complete

2024-xxxxxxx03:46:15 syslog: Voice Configured

2024-xxxxxxx03:46:17 syslog: TR69: Close ACS Connection

2024-xxxxxxx03:46:19 syslog: Voice Initialized

2024-xxxxxxx03:46:19 syslog: Voice Connecting

2024-xxxxxxx03:46:19 syslog: Voice HARDENING

2024-xxxxxxx03:46:20 syslog: Voice Connected

2024-xxxxxxx03:46:20 syslog: Voice Disconnected

2024-xxxxxxx03:46:25 syslog: Voice DeInitialized

2024-xxxxxxx03:46:28 syslog: Voice Configured

2024-xxxxxxx03:46:32 syslog: Voice Initialized

2024-xxxxxxx03:46:32 syslog: Voice Connecting

2024-xxxxxxx03:46:33 syslog: Voice Connected

2024-xxxxxxx03:50:37 syslog: No lease renewal received

2024-xxxxxxx03:50:39 syslog: eth3.1 - WAN link DOWN.

2024-xxxxxxx03:50:39 syslog: DHCP lease expired from server. Connection DOWN.

2024-xxxxxxx03:50:39 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:50:59 syslog: Voice IP Connection Down

2024-xxxxxxx03:50:59 syslog: WAN IPV6 DOWN

2024-xxxxxxx03:51:01 syslog: Voice Disconnected

2024-xxxxxxx03:51:19 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx03:52:19 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:52:59 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx03:54:00 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:54:40 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx03:55:40 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:56:20 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx03:57:20 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:58:00 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx03:58:08 syslog: WAN connection request from user through GUI

2024-xxxxxxx03:58:13 syslog: WAN disconnection request from user through GUI

2024-xxxxxxx03:59:00 syslog: TR69: Connect to Production ACS

2024-xxxxxxx03:59:40 syslog: TR69: Connect to ACS Failed: Could not resolve host

2024-xxxxxxx04:00:40 syslog: TR69: Connect to Production ACS

2024-xxxxxxx04:01:20 syslog: TR69: Connect to ACS Failed: Could not resolve host

[Chrisee]

@mariodecristofano the lights on the ONT indicates that the unit is powered receiving an optical signal from the exchange the fact the LAN light flashes indicates data is passing. When you took the stats the hub had no connection so they tell us very little other than the hub was restarted just under 10 minutes before. 

There is a fault someshere given you have had a working connection would seem to rule out an issue with the coding of the ONT - the fibre carries data for all users on your local connection and the ONT needs to be told which data is yours. That leaves an issue at Sky's servers or more likely an issue with the hub. If the hub is spontaenously restarting and loosing settings that would seem the most likely candidate. As you are already talking to Sky it is better to get back in touch and check with them as to what they propose.

One point if you press and hold in the reset pin on the hub until the power light flashes that will return the hub to its factory settings. Although you can reboot a hub with a shorter press on the rest pin it is better to reboot by disconnecting the power for a few seconds.

[mariodecristofano]

Sky have said I should have the Max router, & not the one I have so apparently one is being sent out. However as I went back down to the router after that call, everything was back up again, so I'm not convinced about it being a new router needed.