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mynowtv23
Scholar

‎04-01-2024 14:04

Hub dropping connection several times a day

I have seen issue in last 7 days hub disconnecting several times a day, on average 30 times in 24 hours. Had 2 engineer visits they changed master socket and checked line but not able to find any fault.

Following is the stats from hub: https://ibb.co/ZN6LF8z 

Using same connection for our year now and problem has just started in last 7 days.

Any suggestions are welcome. Thanks

 

0
37 REPLIES 37
gavs82008
Legend 5
Legend 5

‎04-01-2024 14:07

@mynowtv23 

Have you had a replacement router? Is it possible to try another one?

FYI that I do not work for NOW, just a NOW customer trying to help
mynowtv23
Scholar

‎04-01-2024 14:08

In response to gavs82008's comment

@gavs82008 Yes have tried different router too. still not luck 😞

gavs82008
Legend 5
Legend 5

‎04-01-2024 14:09

In response to mynowtv23's comment

@mynowtv23 

Maybe there is a fault somewhere at the cabinet, there clearly has to be something somewhere that is causing it?

FYI that I do not work for NOW, just a NOW customer trying to help
mynowtv23
Scholar

‎04-01-2024 14:14

In response to gavs82008's comment

@gavs82008 yes absolutely seems I need call for 3rd engineer visit.  1st engineer did check the cabinet but did not provide any feedback.

mynowtv23
Scholar

‎04-01-2024 14:57

In response to mynowtv23's comment

@mynowtv23 I had no issue until last Friday and sometimes it was connected for over 900 hours. Not sure what has changed. 

RoyB
Legend

‎04-01-2024 22:14

In response to mynowtv23's comment

@mynowtv23 

Did you get a fishtank for Christmas? Or a dimmable LED light?

Christmas lights can do this, as can regular LED lighting, but the timing seems a bit off for that,

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.
0
mynowtv23
Scholar

‎05-01-2024 9:56

In response to RoyB's comment

@RoyB good thinking, however do not have any of those. LED probably will do with WiFi dropping or does it cause actual WAN/line connection dropping too?

0
mynowtv23
Scholar

‎04-01-2024 14:16

It has already been disconnected since started this thread, adding some recent logs:

2024-01-04 11:26:49 syslog: Voice Initialized
2024-01-04 11:35:29 syslog: ptm0.1 - WAN link DOWN.
2024-01-04 11:35:29 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2024-01-04 11:35:32 syslog: Clear IP addresses. IP connection DOWN.
2024-01-04 11:35:33 syslog: Voice IP Connection Down
2024-01-04 11:35:33 syslog: [268760.172000] Line 0: xDSL link down
2024-01-04 11:35:33 syslog: [268763.082000] Line 0: xDSL G.994 training
2024-01-04 11:35:35 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 11:35:36 syslog: Voice Disconnected
2024-01-04 11:35:40 syslog: Voice DeInitialized
2024-01-04 11:35:59 syslog: [268777.096000] Line 0: VDSL G.993 started
2024-01-04 11:35:59 syslog: [268789.107000] Line 0: VDSL G.993 channel analysis
2024-01-04 11:35:59 syslog: [268790.399000] Line 0: VDSL2 link up, Bearer 0, us=19842, ds=47159
2024-01-04 11:36:01 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 11:36:38 syslog: ptm0.1 - WAN link UP.
2024-01-04 11:36:38 syslog: Received valid DHCP lease from server.  Connection UP.
2024-01-04 11:36:38 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 11:36:47 syslog: WAN IPV6 UP
2024-01-04 11:36:47 syslog: Voice IP Connection Up: 2a02:c7c:a892:5b00::1/64
2024-01-04 11:36:47 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 11:36:49 syslog: Voice Configured
2024-01-04 11:36:53 syslog: Voice Initialized
2024-01-04 12:06:36 syslog: WAN IPV6 UP
2024-01-04 12:09:49 syslog: Lease renewed 3600 ip 90.194.72.166 
2024-01-04 12:36:36 syslog: WAN IPV6 UP
2024-01-04 12:45:31 syslog: Lease renewed 3600 ip 90.194.72.166 
2024-01-04 13:06:36 syslog: WAN IPV6 UP
2024-01-04 13:11:56 syslog: Lease renewed 3600 ip 90.194.72.166 
2024-01-04 13:33:35 syslog: Send out NTP request to ntp1.isp.sky.com 
2024-01-04 13:33:35 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
2024-01-04 13:33:35 syslog: System time is up to date
2024-01-04 13:36:35 syslog: WAN IPV6 UP
2024-01-04 13:37:54 syslog: ptm0.1 - WAN link DOWN.
2024-01-04 13:37:54 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2024-01-04 13:37:57 syslog: Clear IP addresses. IP connection DOWN.
2024-01-04 13:37:58 syslog: Voice IP Connection Down
2024-01-04 13:37:58 syslog: [276105.328000] Line 0: xDSL link down
2024-01-04 13:37:58 syslog: [276108.051000] Line 0: xDSL G.994 training
2024-01-04 13:38:00 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 13:38:01 syslog: Voice Disconnected
2024-01-04 13:38:05 syslog: Voice DeInitialized
2024-01-04 13:38:24 syslog: [276122.066000] Line 0: VDSL G.993 started
2024-01-04 13:38:24 syslog: [276134.077000] Line 0: VDSL G.993 channel analysis
2024-01-04 13:38:24 syslog: [276135.388000] Line 0: VDSL2 link up, Bearer 0, us=19849, ds=47258
2024-01-04 13:38:26 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 13:38:57 syslog: ptm0.1 - WAN link UP.
2024-01-04 13:38:57 syslog: Received valid DHCP lease from server.  Connection UP.
2024-01-04 13:38:57 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 13:39:11 syslog: WAN IPV6 UP
2024-01-04 13:39:11 syslog: Voice IP Connection Up: 2a02:c7c:a892:5b00::1/64
2024-01-04 13:39:11 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 13:39:13 syslog: Voice Configured
2024-01-04 13:39:17 syslog: Voice Initialized
2024-01-04 14:07:03 syslog: Lease renewed 3600 ip 90.194.72.166 
2024-01-04 14:08:59 syslog: TR69: Connect to Production ACS
2024-01-04 14:08:59 syslog: TR69: Connection to ACS Complete
2024-01-04 14:09:03 syslog: WAN IPV6 UP
2024-01-04 14:09:10 syslog: TR69: Close ACS Connection
2024-01-04 14:09:48 syslog: ptm0.1 - WAN link DOWN.
2024-01-04 14:09:48 syslog: DHCP lease invalid(WANoE). Connection DOWN.
2024-01-04 14:09:51 syslog: Clear IP addresses. IP connection DOWN.
2024-01-04 14:09:52 syslog: Voice IP Connection Down
2024-01-04 14:09:52 syslog: [278019.371000] Line 0: xDSL link down
2024-01-04 14:09:52 syslog: [278022.649000] Line 0: xDSL G.994 training
2024-01-04 14:09:55 syslog: Voice Disconnected
2024-01-04 14:09:58 syslog: Voice DeInitialized
2024-01-04 14:09:59 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 14:10:18 syslog: [278036.656000] Line 0: VDSL G.993 started
2024-01-04 14:10:18 syslog: [278047.664000] Line 0: VDSL G.993 channel analysis
2024-01-04 14:10:18 syslog: [278049.442000] Line 0: VDSL2 link up, Bearer 0, us=19842, ds=47191
2024-01-04 14:10:20 syslog: sky dhcpc client (v0.0.1) started
2024-01-04 14:10:58 syslog: ptm0.1 - WAN link UP.
2024-01-04 14:10:58 syslog: Received valid DHCP lease from server.  Connection UP.
2024-01-04 14:10:58 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 14:11:08 syslog: WAN IPV6 UP
2024-01-04 14:11:08 syslog: Voice IP Connection Up: 2a02:c7c:a892:5b00::1/64
2024-01-04 14:11:08 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D211213D015481/C0A36E2E8F48/90.194.72.166/7.03.0400.R/2a02:c7c:a892:5b00::1]
2024-01-04 14:11:09 syslog: TR69: Connect to Production ACS
2024-01-04 14:11:09 syslog: TR69: Connection to ACS Complete
2024-01-04 14:11:19 syslog: Voice Configured
2024-01-04 14:11:20 syslog: TR69: Close ACS Connection
2024-01-04 14:11:24 syslog: Voice Initialized
0
gavs82008
Legend 5
Legend 5

‎04-01-2024 14:41

In response to mynowtv23's comment

@mynowtv23 

Ouch sorry to hear that dude. 

Guess I am very lucky with my FTTP 500MB connection with BT, absolutely no issues with it!

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