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chimpnow
Advocate

Daily disconnection issue

Hello, I've been on a Super Fibre 63Mbps plan for a few months now and I seem to be getting intermittent brief disconnections on most days. The Internet light turns off on my NowTV router and then proceeds to reconnect itself, the line has been great aside from this persistent issue. Here is an excerpt from the routers recent activity logs showing two disconnections from today: 

 

Jan 19 14:13:07 syslog: [1249234.682000] Line 0: VDSL2 link down
Jan 19 14:13:09 syslog: [1249236.605000] Line 0: xDSL G.994 training
Jan 19 14:13:09 syslog: Clear IP addresses. IP connection DOWN.
Jan 19 14:13:24 syslog: [1249251.619000] Line 0: VDSL G.993 started
Jan 19 14:13:36 syslog: [1249264.374000] Line 0: VDSL2 link up, Bearer 0, us=17305, ds=61590
Jan 19 14:13:36 syslog: [1249264.380000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan 19 14:14:18 syslog: ptm0.1 - WAN link UP.
Jan 19 14:14:18 syslog: Received valid DHCP lease from server. Connection UP.
Jan 19 14:14:18 syslog: Connection Up. SNO/MAC/IP/SWVER: [D146213D005625/80751FF05ED8/94.7.162.142/2.90.2473.R]
Jan 19 14:14:18 syslog: VCOP agent started.
Jan 19 14:41:47 syslog: Lease renewed 3600 ip 94.7.162.142
Jan 19 14:41:47 syslog: VCOP agent started.
Jan 19 15:05:21 syslog: [1252368.935000] Line 0: VDSL2 link down
Jan 19 15:05:23 syslog: [1252371.268000] Line 0: xDSL G.994 training
Jan 19 15:05:23 syslog: Clear IP addresses. IP connection DOWN.
Jan 19 15:05:38 syslog: [1252386.275000] Line 0: VDSL G.993 started
Jan 19 15:05:51 syslog: [1252398.604000] Line 0: VDSL2 link up, Bearer 0, us=17677, ds=78224
Jan 19 15:05:51 syslog: [1252398.609000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan 19 15:06:21 syslog: ptm0.1 - WAN link UP.
Jan 19 15:06:21 syslog: Received valid DHCP lease from server. Connection UP.
Jan 19 15:06:21 syslog: Connection Up. SNO/MAC/IP/SWVER: [D146213D005625/80751FF05ED8/94.7.162.142/2.90.2473.R]
Jan 19 15:06:21 syslog: Send out NTP request to ntp1.isp.sky.com
Jan 19 15:06:21 syslog: VCOP agent started.
Jan 19 15:06:21 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Jan 19 15:06:21 syslog: System time is up to date

If someone with more expertise could make sense of what's going on here and point me in the right direction that would be greatly appreciated, thank you.

3 Replies
gavs82008
Legend 5
Legend 5

@chimpnow 

My knowledge on NOW broadband is limited. 

All I can suggest is to call the team to see what can be done. It’s possible there is either an issue with the router or the line itself.

 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

How to submit your complaint:

 
  • Give us a call on 08007591213 to speak directly to a NOW advisor.
FYI that I do not work for NOW, just a NOW customer trying to help
BenD
Scholar

Mate, I've had the same issue since 6 December 2021 and 8 OpenReach engineers later they still can't find the issue. Waiting on the ninth engineer visit, but because engineer #8 didn't close the job off on his computer, number 9 now can't make an appointment. Such incompetence with these "engineers". Sorry, no advice - but keen to hear if you ever get it fixed.

gavs82008
Legend 5
Legend 5

@BenD 

Might not be an issue with your line, but an issue further afield? 

 

Keep pestering support until its resolved.

FYI that I do not work for NOW, just a NOW customer trying to help