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