DHCP lease expired from server - Internet connection dropping

[RL1]

Hi all, 

I have an intermittent issue whereby my internet connection drops. I am running Sky Fibre Ultrafast which was installed at the end of March (2023). According to the router logs it appers to be due to my DHCP lease expiring and it seems unable to renew unless I power off / power on the ONT. This seems to happen on average at least once a week. By no means a show stopper but the connection remains off until I restart the ONT. (Rebooting the Router makes no difference)  

Router details 

Model: SR203

Firmware Version: 7.03.0200.R

Here is a log extract from the time of a drop out: 

2023--08--26 07:00:14 syslog: WAN IPV6 UP

2023--08--26 07:18:48 syslog: Lease renewed 3600 ip [REDACTED]

2023--08--26 07:20:57 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 07:20:57 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

2023--08--26 07:20:58 syslog: System time is up to date

2023--08--26 07:30:14 syslog: WAN IPV6 UP

2023--08--26 07:43:06 syslog: Lease renewed 3600 ip [REDACTED]

2023--08--26 08:00:14 syslog: WAN IPV6 UP

2023--08--26 08:12:30 syslog: Lease renewed 3600 ip [REDACTED]

2023--08--26 08:30:15 syslog: WAN IPV6 UP

2023--08--26 08:45:30 syslog: Lease renewed 3600 ip [REDACTED]

2023--08--26 09:00:15 syslog: WAN IPV6 UP

2023--08--26 09:11:18 syslog: Lease renewed 3600 ip [REDACTED]

2023--08--26 09:29:18 syslog: [1829369.296000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

2023--08--26 09:29:20 syslog: eth3.1 - WAN link DOWN.

2023--08--26 09:29:20 syslog: DHCP lease expired from server. Connection DOWN.

2023--08--26 09:29:20 syslog: [1829371.316000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

2023--08--26 09:29:24 syslog: Voice IP Connection Down

2023--08--26 09:29:28 syslog: Voice Disconnected

2023--08--26 09:36:22 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 09:38:05 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 09:40:22 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 09:42:15 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 09:43:48 syslog: No lease renewal received

2023--08--26 09:43:53 syslog: No lease renewal received

2023--08--26 09:43:58 syslog: No lease renewal received

[Truncated]

2023--08--26 10:11:21 syslog: No lease renewal received

2023--08--26 10:11:21 syslog: DHCP lease expired. -> DISCOVERY 3600

2023--08--26 10:12:54 syslog: Send out NTP request to ntp1.isp.sky.com

[ONT powered off / powered on]

2023--08--26 10:57:19 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 10:57:35 syslog: [1834666.163000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

2023--08--26 10:57:36 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:06 syslog: [1834697.347000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

2023--08--26 10:58:07 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:09 syslog: [1834699.365000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

2023--08--26 10:58:09 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:11 syslog: [1834701.381000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

2023--08--26 10:58:11 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:15 syslog: [1834705.430000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

2023--08--26 10:58:15 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:19 syslog: [1834709.468000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

2023--08--26 10:58:19 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:53 syslog: sky dhcpc client (v0.0.1) started

2023--08--26 10:58:59 syslog: eth3.1 - WAN link UP.

2023--08--26 10:58:59 syslog: Received valid DHCP lease from server. Connection UP.

2023--08--26 10:58:59 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [REDACTED]

2023--08--26 10:58:59 syslog: Send out NTP request to ntp1.isp.sky.com

2023--08--26 10:58:59 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

2023--08--26 10:58:59 syslog: System time is up to date

2023--08--26 10:58:59 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

2023--08--26 10:59:08 syslog: WAN IPV6 UP

2023--08--26 10:59:08 syslog: Voice IP Connection Up: [REDACTED]

2023--08--26 10:59:08 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [REDACTED]

2023--08--26 10:59:11 syslog: Voice Configured

2023--08--26 10:59:15 syslog: Voice Initialized

2023--08--26 10:59:15 syslog: Voice Connecting

2023--08--26 10:59:15 syslog: Voice Connected

[Back up and running]

The WAN link stays physically up i.e. green lights across the ONT and no alarm when this happnes even though the router is reporting the EXT WAN port as down. 

Router stats at time of issue

Router stats when all is good 

My usual speed when all is good

 

Thanks in advance for any help.

[mae-3]

@RL1 

As the WAN link is going down between the ONT and router before the lease expiry in the first instance the ethernet cable between the ONT and router should be replaced with a good quality one.

[RL1]

Hi @mae-3 ,

Thanks for your reply and suggestion. It's defo a good shout, however the cable is new and came with the router and ONT in March. If it was a faulty cable, I would expect it to be a more consistent issue - what do you think?

I tried simulating your scenario just now by pulling the cable manually to see what happens. As you can see from the log extract, the connection came straight back up when plugging back in. So I am not sure if this is the right avenue...?

19:14:09 syslog: [1864392.633000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
19:14:10 syslog: eth3.1 - WAN link DOWN.
19:14:10 syslog: DHCP lease expired from server. Connection DOWN.
19:14:14 syslog: Voice IP Connection Down
19:14:17 syslog: Voice Disconnected
19:14:24 syslog: sky dhcpc client (v0.0.1) started
19:14:29 syslog: sky dhcpc client (v0.0.1) started
19:14:50 syslog: [1864433.754000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
19:14:50 syslog: sky dhcpc client (v0.0.1) started
19:14:58 syslog: sky dhcpc client (v0.0.1) started
19:15:04 syslog: eth3.1 - WAN link UP.
19:15:04 syslog: Received valid DHCP lease from server. Connection UP.
19:15:04 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [REDACTED]
19:15:14 syslog: WAN IPV6 UP
19:15:14 syslog: Voice IP Connection Up: [REDACTED] syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [REDACTED]
19:15:16 syslog: Voice Configured
19:15:20 syslog: Voice Initialized
19:15:20 syslog: Voice Connecting
19:15:20 syslog: Voice Connected

[mae-3]

@RL1 

As good quality ethernet cables cost about a fiver I'd buy a replacement to be absolutely sure, the symptoms for pulling out the cable and an intermittent connection are the same as you can see from the log.

[RL1]

Sure - you're right and I will do that no probs 🙂.

But... the initial symptom might be similar, but on all the other occasions the address and connection do not come back unless the ONT is power cycled. 

[mae-3]

@RL1 

If it is the lease expiring itself then that would be down to Sky's headend DHCP servers and there is little you can do about that fact, it is an issue that sometimes occurs but weekly is too often to suspect anything but that cable! 😉 And the WAN connection goes down first in the logs which rules out the DHCP server at the headend, as the physical link has failed. As the light on the ONT is showing good that only leaves that cable.

[RL1]

I have replaced the cable with a brand new Rhinocables Cat6 cable. Will see how it goes for a week or so and report back. 

[RL1]

Ok, since the last message replacing the cable, I have not seen the issue again.... until today. 

I had to power cycle the ONT a couple of times to get my connection back. Latest logs below. 

14:33:17 syslog: Lease renewed 3600 ip [Redacted]

14:59:24 syslog: WAN IPV6 UP

15:00:54 syslog: Lease renewed 3600 ip [Redacted]

15:11:41 syslog: Send out NTP request to ntp1.isp.sky.com

15:11:41 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

15:11:41 syslog: System time is up to date

15:29:24 syslog: WAN IPV6 UP

15:35:05 syslog: Lease renewed 3600 ip [Redacted]

Went off here

15:52:46 syslog: Voice Connecting

15:54:15 syslog: No lease renewal received

15:54:18 syslog: eth3.1 - WAN link DOWN.

15:54:18 syslog: DHCP lease expired from server. Connection DOWN.

15:55:29 syslog: [2972881.086000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

15:55:30 syslog: eth3.1 - WAN link DOWN.

15:55:30 syslog: DHCP lease expired from server. Connection DOWN.

15:55:32 syslog: Voice IP Connection Down

15:55:34 syslog: Voice Disconnected

Power cycle ONT

15:55:41 syslog: sky dhcpc client (v0.0.1) started

15:55:52 syslog: [2972904.281000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

15:55:53 syslog: sky dhcpc client (v0.0.1) started

15:55:54 syslog: [2972906.315000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

15:55:54 syslog: sky dhcpc client (v0.0.1) started

15:55:57 syslog: [2972909.337000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

15:55:58 syslog: sky dhcpc client (v0.0.1) started

15:56:00 syslog: [2972912.361000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

15:56:00 syslog: sky dhcpc client (v0.0.1) started

15:56:05 syslog: [2972917.393000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

15:56:06 syslog: sky dhcpc client (v0.0.1) started

16:00:54 syslog: [2973206.330000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

Power cycle ONT

16:00:54 syslog: sky dhcpc client (v0.0.1) started

16:01:35 syslog: [2973247.562000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

16:01:36 syslog: sky dhcpc client (v0.0.1) started

16:01:38 syslog: [2973250.595000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

16:01:38 syslog: sky dhcpc client (v0.0.1) started

16:01:41 syslog: [2973253.628000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

16:01:42 syslog: sky dhcpc client (v0.0.1) started

16:01:43 syslog: [2973255.657000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

16:01:44 syslog: sky dhcpc client (v0.0.1) started

16:01:46 syslog: [2973258.693000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

16:01:47 syslog: sky dhcpc client (v0.0.1) started

16:01:48 syslog: [2973259.713000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

16:01:48 syslog: sky dhcpc client (v0.0.1) started

16:01:50 syslog: [2973261.730000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

16:01:50 syslog: sky dhcpc client (v0.0.1) started

16:02:08 syslog: sky dhcpc client (v0.0.1) started

16:02:15 syslog: eth3.1 - WAN link UP.

16:02:15 syslog: Received valid DHCP lease from server.  Connection UP.

16:02:15 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [Redacted]

16:02:25 syslog: WAN IPV6 UP

16:02:25 syslog: Voice IP Connection Up: [Redacted]

16:02:25 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [Redacted]

16:02:25 syslog: TR69: Connect to Production ACS

16:02:25 syslog: TR69: Connection to ACS Complete

16:02:33 syslog: Voice Configured

16:02:33 syslog: TR69: Close ACS Connection

16:02:37 syslog: Voice Initialized

16:02:37 syslog: Voice Connecting

16:02:37 syslog: Voice Connected

[mae-3]

@RL1 

With the latest logs, the lease expired first and then the connection went down which is the Sky headend that causes this issue.

[RL1]

How can I raise/escalate this with the Sky  network team? I don't want them to do the usual "we will send an engineer" because it's a network issue as you say. 

[mae-3]

@RL1 

We in the community have seen the issue of DHCP leases expiring when the radius DHCP servers don't respond correctly because of an issue for years with Sky, unfortunately. Whether they'll be able to fix the occasional issue is unknown but Sky should surely try! 😎

[RL1]

Agreed! 

I need to escalate my issue with the details from the post. Is there a community moderator who can do that or do Sky monitor the forum? There's no value in my calling support as I will get routed down the wrong support channels. 

[mae-3]

@RL1 

A superuser can escalate to Sky... 😎

[mae-3]

@RL1 

I've escalated the issue for you whether Sky will take notice I don't know! 😎

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to RL1.