cancel
Showing results for 
Search instead for 
Did you mean: 
Anonymous User
Not applicable

Random phone and internet drops

so after talking to support via live chat and them coming back with no help at all except to try and offer me some help with my weak wireless signal, which is due to other devices being around the house and not in the same room as my router lol... anyway back to my issue, so they do line checks and everything and of course they come back clear because everything is connected and working fine currently, anyway after the last drop i did my own thing of removing the handset removing the router with a restart also and turning it off waiting before 10 - 15 seconds and turning it back on with only the router connected with no joy so unplugged router and only connected phone and got a dead phone line no dial tone nothing just a @check line@ message on my handset also tried to call my own number with my mobile phone to no joy was a standard message of number not connected or not in use, so i went to the now tv website did a line check on the fault part of the page and within minutes of doing that it reconnected my services.

 

the drops have been happening randomly so i can never get them and mostly they have happened when support is out of hours anyway here are the details on the router diagnostic status page:

 

May 21 16:59:08 syslog: BusyBox v1.17.2
May 21 17:06:00 syslog: Administrator logged out from IP address 
May 21 17:06:02 syslog: Administrator login successful from IP: 
May 21 17:11:03 syslog: Administrator logged out from IP address 
May 21 17:12:49 syslog: Administrator login successful from IP: 
May 21 17:18:53 syslog: Administrator logged out from IP address 
May 21 17:20:23 syslog: Lease renewed 3600 ip 
May 21 17:20:23 syslog: VCOP agent started.
May 21 17:28:54 syslog: Administrator login successful from IP: 
May 21 17:44:50 syslog: Administrator logged out from IP address 
May 21 17:54:51 syslog: Lease renewed 3600 ip 
May 21 17:54:51 syslog: VCOP agent started.
May 21 18:27:49 syslog: Lease renewed 3600 ip 
May 21 18:27:49 syslog: VCOP agent started.
May 21 18:38:51 syslog: Send out NTP request to ntp1.isp.sky.com
May 21 18:38:51 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 21 18:38:51 syslog: System time is up to date
May 21 19:01:57 syslog: Lease renewed 3600 ip 
May 21 19:01:57 syslog: VCOP agent started.
May 21 19:36:43 syslog: Lease renewed 3600 ip 
May 21 19:36:43 syslog: VCOP agent started.
May 21 20:07:17 syslog: Lease renewed 3600 ip 
May 21 20:07:17 syslog: VCOP agent started.
May 21 20:31:17 syslog: Lease renewed 3600 ip 
May 21 20:31:17 syslog: VCOP agent started.
May 21 21:00:59 syslog: Lease renewed 3600 ip 
May 21 21:00:59 syslog: Send out NTP request to ntp1.isp.sky.com
May 21 21:00:59 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 21 21:00:59 syslog: System time is up to date
May 21 21:00:58 syslog: VCOP agent started.
May 21 21:27:04 syslog: Lease renewed 3600 ip  
May 21 21:27:04 syslog: VCOP agent started.
May 21 21:28:19 syslog: [63971.260000] Line 0: VDSL2 link down
May 21 21:28:21 syslog: [63973.507000] Line 0: xDSL G.994 training
May 21 21:28:22 syslog: Clear IP addresses. IP connection DOWN.
May 21 21:28:24 syslog: [63976.511000] Line 0: VDSL2 link down
May 21 21:28:27 syslog: [63979.515000] Line 0: xDSL G.994 training
May 21 21:28:43 syslog: [63994.527000] Line 0: VDSL G.993 started
May 21 21:28:49 syslog: [64000.543000] Line 0: VDSL2 link down
May 21 21:28:51 syslog: [64002.547000] Line 0: xDSL G.994 training
May 21 21:28:55 syslog: [64006.552000] Line 0: VDSL2 link down
May 21 21:28:58 syslog: [64009.556000] Line 0: xDSL G.994 training
May 21 21:29:09 syslog: [64020.568000] Line 0: VDSL2 link down
May 21 21:29:13 syslog: [64024.574000] Line 0: xDSL G.994 training
May 21 21:29:28 syslog: [64039.584000] Line 0: VDSL G.993 started
May 21 21:29:37 syslog: [64048.721000] Line 0: VDSL2 link up, Bearer 0, us=20000, ds=79999
May 21 21:29:37 syslog: [64048.727000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
May 21 21:30:17 syslog: ptm0.1 - WAN link UP.
May 21 21:30:17 syslog: Received valid DHCP lease from server. Connection UP.
May 21 21:30:17 syslog: Connection Up. SNO/MAC/IP/SWVER: [D110182D000784/7050AFBD5DD8/ip/2.90.2468.R]
May 21 21:30:17 syslog: VCOP agent started.
May 21 21:31:24 syslog: Administrator login successful from IP: 
May 21 21:36:55 syslog: Administrator logged out from IP address 
May 21 21:56:17 syslog: Lease renewed 3600 ip 
May 21 21:56:17 syslog: VCOP agent started.
May 21 22:24:29 syslog: Lease renewed 3600 ip
May 21 22:24:29 syslog: VCOP agent started.
May 21 22:59:15 syslog: Lease renewed 3600 ip 
May 21 22:59:15 syslog: VCOP agent started.
May 21 23:16:16 syslog: Send out NTP request to ntp1.isp.sky.com
May 21 23:16:16 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 21 23:16:16 syslog: System time is up to date
May 21 23:28:20 syslog: Lease renewed 3600 ip 
May 21 23:28:21 syslog: VCOP agent started.
May 21 23:59:48 syslog: Lease renewed 3600 ip 
May 21 23:59:49 syslog: VCOP agent started.
May 22 00:34:33 syslog: [75145.845000] Line 0: VDSL2 link down
May 22 00:34:35 syslog: Clear IP addresses. IP connection DOWN.
May 22 00:34:35 syslog: [75148.066000] Line 0: xDSL G.994 training
May 22 00:34:50 syslog: [75163.069000] Line 0: VDSL G.993 started
May 22 00:34:59 syslog: [75172.074000] Line 0: VDSL2 link up, Bearer 0, us=20000, ds=73998
May 22 00:34:59 syslog: [75172.079000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
May 22 00:35:42 syslog: ptm0.1 - WAN link UP.
May 22 00:35:42 syslog: Received valid DHCP lease from server. Connection UP.
May 22 00:35:42 syslog: Connection Up. SNO/MAC/IP/SWVER: [D110182D000784/7050AFBD5DD8/ip/2.90.2468.R]
May 22 00:35:43 syslog: VCOP agent started.
May 22 01:00:31 syslog: Lease renewed 3600 ip 
May 22 01:00:31 syslog: VCOP agent started.
May 22 01:28:07 syslog: Lease renewed 3600 ip 
May 22 01:28:07 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 01:28:07 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 01:28:07 syslog: System time is up to date
May 22 01:28:06 syslog: VCOP agent started.
May 22 02:03:46 syslog: Lease renewed 3600 ip 
May 22 02:03:46 syslog: VCOP agent started.
May 22 02:27:46 syslog: Lease renewed 3600 ip 
May 22 02:27:46 syslog: VCOP agent started.
May 22 03:01:20 syslog: Lease renewed 3600 ip 
May 22 03:01:20 syslog: VCOP agent started.
May 22 03:26:14 syslog: Lease renewed 3600 ip 
May 22 03:26:14 syslog: VCOP agent started.
May 22 03:44:15 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 03:44:15 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 03:44:15 syslog: System time is up to date
May 22 03:57:21 syslog: Lease renewed 3600 ip 
May 22 03:57:22 syslog: VCOP agent started.
May 22 04:25:51 syslog: Lease renewed 3600 ip 
May 22 04:25:52 syslog: VCOP agent started.
May 22 04:57:01 syslog: Lease renewed 3600 ip 
May 22 04:57:02 syslog: VCOP agent started.
May 22 05:27:53 syslog: Lease renewed 3600 ip 
May 22 05:27:54 syslog: VCOP agent started.
May 22 06:01:09 syslog: Lease renewed 3600 ip 
May 22 06:01:09 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 06:01:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 06:01:09 syslog: System time is up to date
May 22 06:01:09 syslog: VCOP agent started.
May 22 06:25:27 syslog: Lease renewed 3600 ip 
May 22 06:25:27 syslog: VCOP agent started.
May 22 06:51:33 syslog: Lease renewed 3600 ip 
May 22 06:51:33 syslog: VCOP agent started.
May 22 07:20:03 syslog: Lease renewed 3600 ip 
May 22 07:20:03 syslog: VCOP agent started.
May 22 07:47:39 syslog: Lease renewed 3600 ip 
May 22 07:47:39 syslog: VCOP agent started.
May 22 08:14:21 syslog: Lease renewed 3600 ip 
May 22 08:14:21 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 08:14:21 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 08:14:21 syslog: System time is up to date
May 22 08:14:20 syslog: VCOP agent started.
May 22 08:42:32 syslog: Lease renewed 3600 ip 
May 22 08:42:32 syslog: VCOP agent started.
May 22 09:14:18 syslog: Lease renewed 3600 ip 
May 22 09:14:18 syslog: VCOP agent started.
May 22 09:39:12 syslog: Lease renewed 3600 ip  
May 22 09:39:12 syslog: VCOP agent started.
May 22 10:08:18 syslog: Lease renewed 3600 ip  
May 22 10:08:18 syslog: VCOP agent started.
May 22 10:20:21 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 10:20:21 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 10:20:21 syslog: System time is up to date
May 22 10:40:38 syslog: Lease renewed 3600 ip  
May 22 10:40:38 syslog: VCOP agent started.
May 22 11:15:06 syslog: Lease renewed 3600 ip 
May 22 11:15:06 syslog: VCOP agent started.
May 22 11:46:34 syslog: Lease renewed 3600 ip 
May 22 11:46:34 syslog: VCOP agent started.
May 22 12:17:26 syslog: Lease renewed 3600 ip 
May 22 12:17:26 syslog: VCOP agent started.
May 22 12:22:28 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 12:22:28 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 12:22:28 syslog: System time is up to date
May 22 12:44:24 syslog: Lease renewed 3600 ip 
May 22 12:44:24 syslog: VCOP agent started.
May 22 13:12:04 syslog: Administrator login successful from IP: 
May 22 13:17:04 syslog: Administrator logged out from IP address 
May 22 13:17:40 syslog: Lease renewed 3600
May 22 13:17:40 syslog: VCOP agent started.
May 22 13:50:20 syslog: Lease renewed 3600
May 22 13:50:20 syslog: VCOP agent started.
May 22 14:14:38 syslog: Lease renewed 3600  
May 22 14:14:39 syslog: VCOP agent started.
May 22 14:26:43 syslog: Send out NTP request to ntp1.isp.sky.com
May 22 14:26:43 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
May 22 14:26:43 syslog: System time is up to date
May 22 14:46:23 syslog: Lease renewed 3600 
May 22 14:46:23 syslog: VCOP agent started.
May 22 15:19:39 syslog: Lease renewed 3600 
May 22 15:19:39 syslog: VCOP agent started.
May 22 15:47:15 syslog: Lease renewed 3600 
May 22 15:47:15 syslog: VCOP agent started.
May 22 15:54:42 syslog: Administrator login successful from IP:

 

Removed I.P's due to online background and knowing showing an I.P can cause trouble

 

so maybe someone who works in the tech department on this forum has any ideas of what might be happening and yes i am getting a very nice speed not complaining about that, but you will notice at 21:28:19 last night the drop was there and yes that included my phone line going dead for a few minutes until it came back on

5 REPLIES 5
Anonymous User
Not applicable

The same is happening to mine we need  an answer  

Anonymous User
Not applicable

I have the exact same problem.
All was going well until 3 days ago.
Nothing changed in my setup but now lose the connection between 60-70 times a day. 

Did you ever get a resolution to this? 


gavs82008
Legend 5
Legend 5

@Anonymous User 

Give the team a call to see what staff can be done.

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
Anonymous User
Not applicable

I'm having the same problem.

 

Logged in to ask the helpdesk if there's perhaps an issue with my router (?) but of course, it only does the "technical check" when I'm online and everything seems to be working. When the service is down, I can't get online to do the technical check.

 

Please tag me, if anyone finds out what's going on. Thank you!

Anonymous User
Not applicable

I have been experiencing DSL drops for a week or so. I'm on ethernet so a direct line from the Hub straight to my computer. The internet LED shows that there is a connection, the hub says it's connected and even shows stats but there is no data traffic. A reboot usually sorts this outs but it's highly annoying. It happens at night mostly.