topic Re: Frequent Router Dropouts in Broadband

Frequent Router Dropouts

Crosland — Wed, 28 Sep 2022 18:43:59 GMT

I have had a number of repacement routers, including switching between Sagem and Huawei but problems persist.

I captured this router log on the most recent:

2022-09-28 19:27:35 [Critical][Debug-Log] static:Receive DSL port down msg! 2022-09-28 19:27:36 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state down, wan Index=0x10201001. 2022-09-28 19:27:36 [Debug][Debug-Log] static:[L2M] xdsl channel 1 state change process. Status=down. 2022-09-28 19:27:37 [Critical][Debug-Log] static:Receive DSL port init msg! 2022-09-28 19:27:39 [Critical][Debug-Log] static:Receive DSL port trainning msg! 2022-09-28 19:27:47 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0] 2022-09-28 19:27:47 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0 11K:1 11V:1] 2022-09-28 19:27:48 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[571422d2], mac[b0:35:9f:7d:d3:db], request serverip[192.168.1.1], yourip[192.168.1.17], dns1[192.168.1.1] 2022-09-28 19:27:56 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:5c:c5:d4:a6:5f:77 VMAC:5c:c5:d4:a6:5f:77 SrvAP:0] 2022-09-28 19:27:56 [Critical][Debug-Log] static:Receive DSL port up msg! 2022-09-28 19:27:57 [Critical][Debug-Log] static:[dhcpc]get wan[wan3] ifindex[41] and Mac Addr[54:13:10:90:d6:46] success! 2022-09-28 19:27:57 [Debug][Debug-Log] static:[L2M] xdsl channel 1 state change process. Status=up. 2022-09-28 19:27:59 [Debug][Debug-Log] static:[dhcpc]send Discover, wan[wan3], xid[63fe9333], mac[54:13:10:90:d6:46], requestip[92.3.200.89], option60[DG8041W-v1.05t] 2022-09-28 19:28:02 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:5c:c5:d4:a6:5f:77 VMAC:5c:c5:d4:a6:5f:77 SrvAP:0 11K:0 11V:0] 2022-09-28 19:28:02 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[bd53339b], mac[5c:c5:d4:a6:5f:77], request serverip[192.168.1.1], yourip[192.168.1.58], dns1[192.168.1.1] 2022-09-28 19:28:02 [Debug][Debug-Log] static:[dhcp6s] terminal device mac[5c:c5:d4:a6:5f:77] 2022-09-28 19:28:03 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0] 2022-09-28 19:28:11 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0 11K:1 11V:1] 2022-09-28 19:28:11 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[dbb7ff7f], mac[b0:35:9f:7d:d3:db], request serverip[192.168.1.1], yourip[192.168.1.17], dns1[192.168.1.1] 2022-09-28 19:28:11 [Debug][Debug-Log] static:[dhcp6s] terminal device mac[b0:35:9f:7d:d3:db] 2022-09-28 19:28:21 [Debug][Debug-Log] static:[dhcpc]receive Ack, wan[wan3], xid[f7656f66], mac[54:13:10:90:d6:46], request serverip[92.3.192.1], yourip[92.3.200.89], dns1[79.79.79.79], dns2[79.79.79.80] 2022-09-28 19:28:21 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state up pre, wan Index=0x10201001. 2022-09-28 19:28:21 [Debug][Debug-Log] static:[WAN_MNGT] ipv4 if set wan state up, wan Index=0x10201001. 2022-09-28 19:28:21 [Critical][Debug-Log] static:MngtPlat_OnWanUp[index_0x10201001] 2022-09-28 19:29:16 [Debug][Debug-Log] static:[FBT HG][STA DEL][OFFLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0] 2022-09-28 19:30:16 [Debug][Debug-Log] static:[FBT HG][STA NOTIFY][ONLINE][STAMAC:b0:35:9f:7d:d3:db VMAC:b0:35:9f:7d:d3:db SrvAP:0 11K:1 11V:1] 2022-09-28 19:30:16 [Debug][Debug-Log] static:[dhcpd]send Ack, xid[8f443165], mac[b0:35:9f:7d:d3:db], request serverip[192.168.1.1], yourip[192.168.1.17], dns1[192.168.1.1] 2022-09-28 19:30:16 [Debug][Debug-Log] static:[dhcp6s] terminal device mac[]

So what does the DSL port down message mean?

Does it indicate a line fault?

Re: Frequent Router Dropouts

Skynet_TX — Wed, 28 Sep 2022 19:14:01 GMT

Hi @Crosland,

Yep, probably more likely a line fault than a router issue.

It would be worth going to the Service Centre to run a connection test on your line, this will indicate if there is currently a fault affecting your service. You can also access this from the ‘My Account’ site.

Also, if you have a landline phone can you check to see if that is working normally (i.e. you have a clear dial tone and no noise on the line).

If your master phone socket has a test socket then you could also try the router in there (via a microfilter), that would then eliminate any of the phone wiring in your home as being a possible cause of the problem.

The TalkTalk Support Team on this community will be able to help, they will hopefully be able to respond to this post tomorrow.

Re: Frequent Router Dropouts

Debbie-TalkTalk — Thu, 29 Sep 2022 05:53:04 GMT

Hi Crosland

I can see that this fault has been raised to Openreach to be investigated by a line engineer.

We should receive further updates within the next 48hrs. I will continue to monitor this.

Thanks

Debbie

Re: Frequent Router Dropouts

Crosland — Thu, 29 Sep 2022 08:28:25 GMT

Yes, I decided to do a line test not long after posting. This has been going on for a long time but line tests never showed anything until now.

Andrew

Re: Frequent Router Dropouts

Debbie-TalkTalk — Thu, 29 Sep 2022 09:07:46 GMT

Hi Andrew

Thanks for your reply.

I will keep an eye on this fault for additional updates from Openreach.

Debbie

Re: Frequent Router Dropouts

Debbie-TalkTalk — Fri, 30 Sep 2022 07:27:58 GMT

Hi Andrew

I can see that Openreach have closed this fault as resolved.

Please can you monitor the connection and let us know if you do experience any further issues.

Thanks

Debbie

Re: Frequent Router Dropouts

Crosland — Fri, 30 Sep 2022 09:30:31 GMT

It's still showing as "In progress" today on my "My Faults" page.

Re: Frequent Router Dropouts

Debbie-TalkTalk — Fri, 30 Sep 2022 09:38:43 GMT

Hi Andrew

Did the engineer contact you yesterday?

Re: Frequent Router Dropouts

Crosland — Fri, 30 Sep 2022 10:33:54 GMT

Yes, he said he was working on it.

Andrew

Re: Frequent Router Dropouts

Debbie-TalkTalk — Fri, 30 Sep 2022 10:44:43 GMT

Hi Andrew

It looks like work was completed at the cabinet. How is the connection today?

Re: Frequent Router Dropouts

Crosland — Fri, 30 Sep 2022 11:21:18 GMT

It's OK so far. There's usually at least one drop out per day so I'll wait a bit longer before declaring it fixed.

Re: Frequent Router Dropouts

Debbie-TalkTalk — Fri, 30 Sep 2022 11:23:38 GMT

Hi Andrew

Ok no problem. I will check in again with you next week.

Thanks

Debbie

Re: Frequent Router Dropouts

Crosland — Sun, 02 Oct 2022 11:18:08 GMT

I can confirm the problem is NOT fixed.

I am still experiencing disconnects and see port down messages in the router log, e.g., a few minutes ago

2022-10-02 12:04:29 [Critical][Debug-Log] static:Receive DSL port down msg!

The talktalk support page will not let me run another live connection test, it just takes me to the page for this fault that is supposedly fixed.

Re: Frequent Router Dropouts

Anonymous — Mon, 03 Oct 2022 06:45:21 GMT

Morning,

I'm sorry to hear this. I've re-checked the connection stats again now and the line test is clear, however I can see a few re-connections on the line. If all testing has been completed at the test socket with 2 different routers then the next step will be to arrange an engineer visit to the property. If you would like to go ahead with this then please let us know and we can confirm some details with you.

Thanks

Re: Frequent Router Dropouts

Crosland — Tue, 04 Oct 2022 15:05:26 GMT

Since a fault was diagnosed at the exchange I didn't use the master socket. Yesterday was hell, with constant problems connecting to the internet.

Additionally the router would often not let me access the advanced pages. It would just return to the login page and then refuse to let me login as I was already logged in.

I didn't see any port down messages yesterday.

What I did was change the DN settings to Google and Quad9. I remembered I have had to do this in the past, as the TalkTalk DNS is pants.

Today, with that change, everything is a LOT more stable.

Re: Frequent Router Dropouts

Anonymous — Wed, 05 Oct 2022 05:44:40 GMT

Morning,

I'm sorry to hear this, How has the stability been since your last post?

Thanks

Re: Frequent Router Dropouts

Crosland — Thu, 06 Oct 2022 11:43:37 GMT

No more problems since I stopped using TalkTalk's DNS.

Re: Frequent Router Dropouts

Anonymous — Thu, 06 Oct 2022 12:04:08 GMT

Hello,

Can I just confirm, what version of firmware is currently on the router please?

Thanks

Re: Frequent Router Dropouts

Crosland — Thu, 06 Oct 2022 13:31:10 GMT

Here's the Device Info:

Basic Information
Device Type: DG8041W
Description: EchoLife DG8041W Home Gateway
SN: 2153035991QUL4004807
Hardware Version: I.1.01
Software Version: v1.05t
MAC: 54:13:10:90:D6:43
CPU Usage: 28%
Memory Usage: 18%
Device Runtime: 2 days 20 hours 41 minutes 46 seconds
Custom Info: TALKTALK2WIFI
System Time: 14:29:43 06/10/2022

Andrew

Re: Frequent Router Dropouts

Crosland — Thu, 06 Oct 2022 18:50:32 GMT

Maybe I spoke too soon.

2022-10-06 19:39:55 [Critical][Debug-Log] static:Receive DSL port down msg!

The talktalk website will still not me log a new fault. It just sends me to the previous one saying "we believe the issue is fixed". It clearly is not fixed.

The "start troubleshooting" option is utterly useless. Just told me it looked like I was not connected to WiFI!