xDSL Link down, WAN link down

[andrew249]

Posting again as no response to original post. Urgently need help from Sky on broadband connection constantly dropping. At times it happens several times an hour and each time lasts for 2-3 minutes disrupting all internet access during that time.

Router log example below.

21:25:12 syslog: [777294.542000] Line 0: xDSL link down

21:25:12 syslog: ptm0.1 - WAN link DOWN.

21:25:12 syslog: DHCP lease invalid(WANoE). Connection DOWN.

21:25:15 syslog: Clear IP addresses. IP connection DOWN.

21:25:16 syslog: Voice IP Connection Down

21:25:16 syslog: [777297.616000] Line 0: xDSL G.994 training

21:25:18 syslog: Voice Disconnected

21:25:18 syslog: sky dhcpc client (v0.0.1) started

21:25:23 syslog: Voice DeInitialized

21:25:42 syslog: [777311.617000] Line 0: VDSL G.993 started

21:25:42 syslog: [777323.617000] Line 0: VDSL G.993 channel analysis

21:25:42 syslog: [777324.678000] Line 0: VDSL2 link up, Bearer 0, us=19000, ds=66998

21:25:42 syslog: [777324.678000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0

21:25:45 syslog: sky dhcpc client (v0.0.1) started

21:26:22 syslog: ptm0.1 - WAN link UP.

21:26:22 syslog: Received valid DHCP lease from server.  Connection UP.

21:26:22 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21121BC007696/6CA0B4E57B50/90.211.230.207/7.04.0004.R/2a02:c7c:aac5:4300::1]

21:26:32 syslog: WAN IPV6 UP

21:26:32 syslog: Voice IP Connection Up: 2a02:c7c:aac5:4300::1/64

21:26:32 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21121BC007696/6CA0B4E57B50/90.211.230.207/7.04.0004.R/2a02:c7c:aac5:4300::1]

21:26:34 syslog: Voice Configured

21:26:38 syslog: Voice Initialized

[Doc5907]

@andrew249 

I saw that you also got no response to you 20th Dec post so I have escalated this to Sky.

Sky should be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.



Look out for a blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.



You can find out more about this process in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/#M1014

[FLC]

@andrew249 

Have you tried connecting directly to the test socket in the master socket to rule out your home wiring? If not you'll need a microfilter to make the connection.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @andrew249.

[adamspener.talkta]

I am having a similar issue, usually once a day. Was going to contact Sky about this but since their customer support is next to useless I thought I might get something here..?

[Chrisee]

@adamspener.talkta if you are on a partial fibre service using a copper phone line line drops are not unusual atthis time of year as water copper cables and high frequency electrical signals dont mix well. The automatic kit in the cabinet is designed to stabilise theconnection over some days which is why Openreach wont accept fault reports from isps like Sky until thry are proven not to. If it continues or drops reach 10 a day run the service checker to see if it offers an engineers' check if it doesnt its possible customer services can get one but frankly unlikely.

[adamspener.talkta]

I've been getting regular ddops like this for months, not just dhring tge cold weather. 

Never experienced anything like this with previous IP's. It's like the router reboots because the wifi drops as well. 

So tempted to ditch the usual poor quality router with a proper one and see if it improves..

[Chrisee]

@adamspener.talkta its worth a try but remember Sky like all other ISPs simply resell the same Openreach connection which if it uses copper is the most likely the weak point and even a once reliable line can develop faults.. Sky's hubs are used in the million and are statistically no more unreliable than any other routers..

If the hub is rebooting spontaenously ie all lights go out and then come back one by one then that foes indicates a hub fault or a dodgy mains supply. Sky can see if that is happening and will swap the unit if asked. This troublecshooter can help diagnose issues see https://www.sky.com/help/articles/hub-lights-explained-start

[alex200]

I have this if anyone can help thanks 

Its drops all the time

Line 0: xDSL link down 2025/1/11 14:31:36 Warning Line 0: xDSL G.994 training 2025/1/11 14:31:40 Warning WAN: PPP IPCP DOWN 2025/1/11 14:31:41 Warning WAN: PPP IPv6CP DOWN 2025/1/11 14:31:41 Warning Line 0: VDSL G.993 started 2025/1/11 14:31:50 Warning Line 0: xDSL link down 2025/1/11 14:31:54 Warning Line 0: xDSL G.994 training 2025/1/11 14:31:57 Warning Line 0: VDSL G.993 started 2025/1/11 14:32:07 Warning Line 0: VDSL G.993 channel analysis 2025/1/11 14:32:19 Warning

[IM35461]

My one is doing much the same, the test on the Sky website always says all is well but the connection drops at random times and then it works again.

After figthing with the online AI support I finnaly found the phone number and got a response pretty quick after the normal security questions.

They had me factory reset my box which of course messed up my change to ip range, wifi details and ip reservations.

Also they had me move other equipment from near my sky box even when nothing has moved in months.

Soon after finishing the call, time to watch Dirty Harry now in 4K but the connection failed after just a few minutes 😞

Called the support and actually got the same chap but by the time I had got through the security questions the phone signal was lost.

It then worked long enought to watch the film "do you feel lucky"

Anyway, it is still playting up 😞

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 236893 562035 0 35155 185911 01:17:15 LAN Up 4014236 2445058 45 1278908 687398 11:48:12 WLAN (2.4 GHz) Up 717288 89667 0 61431 2772 11:46:15 WLAN (5 GHz) Up 729597 8918 0 64714 1082 11:46:14

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Broadband Link Downstream Upstream Connection Speed 32399 kbps 5155 kbps Line Attenuation D1(19.0 dB) , D2(53.5 dB) , D3(80.7 dB) U0(6.6 dB) , U1(41.5 dB) , U2(0.0 dB) Noise Margin 9.7 dB

7.6 dB

I did try and include the log but it contains data you cannot post?

[Chrisee]

@IM35461 from the noise margin of 9.1dB it looks like there is a line fault which the automated DLM system is trying to sort by reducing speeds to 33Mb/s. The easiest way to check if that will now trigger an engineers check is to run the Service Checker in the My Sky app if you click through on the sped result it will show the speed for the last month and the guaranteed minimum speed if that is higher than 33Mb/s the app ,should offer to book an engineer. If the minimum is  not met it is unlikely Sky can get an engineer out but of course you can ask.

[IM35461]

I see my upstreme noise figure is different every time that status page updates (every 10 seconds)

6.2

6.4

8.5

6.5

downstreme stays at 9.6db

[Chrisee]

@IM35461 the downstream figure is the crtical one which should be in the range 3dB to 6.3dB higher indicates a fault.

[IM35461]

I spoke to Sky again but their system indicated no fault so no Openreach engineer.

They said I could have a Sky Engineer and if he found a fault Openreach would be asked to investigate.

Sky chap just finished (on a Bank Holiday) and I showed him screen dumps of the connection noise level which after install were 40000 kbps 7.3db but now are 32399 kbps 9.9db

He replaced the master socket top (old one fitted last year by OpenReach) and all his tests passed so no engineer and it seems I cannot complain for 10 days.

Also note my poor upload speed 😞 

He did not even have a fancy test equipment, I thought he would have a diagnostic tester to plug into the line but nothing.

He said his report would include my information but could not say if any action would be taken.

Perhaps like two other houses on my road, I should get a Starlink dish installed?

My connection now fails the Sky connection guranteed speed but that does not seem to matter when it comes to faults?

[TimmyBGood]

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@IM35461 wrote:

My connection now fails the Sky

connection guranteed speed but that does not seem to matter when it comes to faults?

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The 'guarantee' is actually of a small refund and the option to leave a minimum term without penalty if the stated speed isn't being delivered.  Copper phone pair infrastructure is essentially Edwardian technology that's far too variable to really guarantee broadband service level.