topic Re: No internet connection. DSL active, no DHCPv4 in Fibre

No internet connection. DSL active, no DHCPv4

s1977 — Tue, 05 Sep 2023 11:36:53 GMT

Stumbled upon this today. My DSL connection is up on my Fritzbox 7530 but it says no DHCPv4/Lease timed out. The lease should be renewed as agreed and must be happening regularly. Unsure why this has happened today, so have powered down the router for 30 mins now. Can an admin advise if there are any issues on the line or anything to fix this?

Re: No internet connection. DSL active, no DHCPv4

Chris-TalkTalk — Tue, 05 Sep 2023 11:47:01 GMT

Hi s1977,

Could you let me know when the Fritzbox is back on and I'll run a line test

Chris

Re: No internet connection. DSL active, no DHCPv4

s1977 — Tue, 05 Sep 2023 12:00:02 GMT

Hi Chris,

I have just started it again some minutes ago, but still the same issue. Can you run your tests and advise please?

Re: No internet connection. DSL active, no DHCPv4

Chris-TalkTalk — Tue, 05 Sep 2023 12:04:32 GMT

Line test is picking up a potential problem. Does everything seem to be working OK at your end except for the DHCP error message?

Chris

Re: No internet connection. DSL active, no DHCPv4

s1977 — Tue, 05 Sep 2023 12:23:10 GMT

It was Chris. A few days ago the connection reset and established itself at 55/12Mbps with a SnR of 4/2 dB on its own. I was expecting it to be the usual min 6dB. That's a little unusual but has been holding up fine. That was up until atound 1030 today when this issue came up. Nothing unusual in terms of any work at home or issues with dropouts or similar.

Our connection is usually fine.

Re: No internet connection. DSL active, no DHCPv4

Chris-TalkTalk — Tue, 05 Sep 2023 13:38:31 GMT

OK thanks. Is your telephone service working OK, any noise on the line?

Chris

Re: No internet connection. DSL active, no DHCPv4

s1977 — Tue, 05 Sep 2023 13:29:53 GMT

Yes, i did comnect a phone to test the line. There's no unusual line noise i could hear.

Re: No internet connection. DSL active, no DHCPv4

Chris-TalkTalk — Tue, 05 Sep 2023 13:48:35 GMT

OK thanks. Line test is showing a potential fault but line stats looks fine, sync speed is good and connection looks stable. How many telephone sockets do you have in your home? Do you have anything connected to them in addition to your router and one telephone?

Chris

Re: No internet connection. DSL active, no DHCPv4

s1977 — Tue, 05 Sep 2023 14:14:17 GMT

Hi Chris

No, nothing is connected to the telephone line besides the Fritzbox! 7530. BTW, the connection seems to be back on now.

My hunch on this one, and has been usually previously too, is that this may have to do with other work at the DLM or exchange. We have had issues in the past with no changes at our end, e.g. dropping of connections, fastpath to interleaved randomly, etc. only for it to restore itself in some time.

However if you can advise if you see a different root cause, then I would welcome it.

Re: No internet connection. DSL active, no DHCPv4

Anonymous — Wed, 06 Sep 2023 06:37:44 GMT

Morning,

Thanks for confirming. How has the connection been since your last post? Is this still happening?

Thanks

Re: No internet connection. DSL active, no DHCPv4

s1977 — Wed, 06 Sep 2023 10:16:31 GMT

Hi Michelle

I have the same issue today just some time ago. Can you have a look at your end and advise next steps?

Re: No internet connection. DSL active, no DHCPv4

s1977 — Wed, 06 Sep 2023 10:29:41 GMT

Hi Michelle

The connection was up for a moment after my update and it's gone back down again. Do you see anything from your end that could identify the problem?

Re: No internet connection. DSL active, no DHCPv4

Anonymous — Wed, 06 Sep 2023 11:13:59 GMT

Hello,

I'm sorry to hear this. I've re-run the line test now but the results are inconclusive. Is the voice service currently ok with a clear dial tone? Do you have an alernative router that you can test with please?

Thanks

Re: No internet connection. DSL active, no DHCPv4

s1977 — Wed, 06 Sep 2023 23:12:06 GMT

Hi Michelle

I did type a response earlier but doesn't seem to have made its way here. In response to your query, yes I checked the tone and it is clear with no noise or crackling. I have swapped my modem with another Fritzbox 7530 just in case. It seems to be holding up well for now and I will reach out again tomorrow should the network drop again at a similar time.

However if there's anything obvious that you note from your end, then let me know please.

Re: No internet connection. DSL active, no DHCPv4

Anonymous — Thu, 07 Sep 2023 05:40:00 GMT

Morning,

Thanks for confirming. I've re-run the line test now which has detected a potential fault. How has the connection been? Would you like me to raise this over to Openeach for further investigation?

Thanks

Re: No internet connection. DSL active, no DHCPv4

s1977 — Thu, 07 Sep 2023 10:45:22 GMT

This has just happened now and we have been disconnected again today. See attached, happened around 11:30 today.

Can you please raise this with Openreach for investigation?

Re: No internet connection. DSL active, no DHCPv4

Anonymous — Thu, 07 Sep 2023 10:55:42 GMT

Morning,

I've re-run the test again now and it looks like the previous fault has now been cleared and we can now see this message - The performance of this service may be impacted by a recent mass sync event. Submitting a fault to Openreach cannot expedite the restabilisation of this service.

Would it be possible to monitor the stability over the next 24hrs following this please? If the connection is still dropping at the test socket with 2 different routers then we'll need to arrange an engineer visit to the property.

Thanks

Re: No internet connection. DSL active, no DHCPv4

s1977 — Thu, 07 Sep 2023 11:43:21 GMT

Hi Michelle

Thank you for the added investigation detail on our issue. Knowing that there was a mass sync event in the Service updates would've helped us possibly.

However I am happy to monitor and report back on the service in a day's time.

Re: No internet connection. DSL active, no DHCPv4

Anonymous — Thu, 07 Sep 2023 11:45:33 GMT

Hello,

Great thank you and hopefully the connection will now remain stable.

Thanks

Re: No internet connection. DSL active, no DHCPv4

s1977 — Thu, 07 Sep 2023 17:21:35 GMT

Perhaps i was a bit optimistic as well. The connection has dropped again. I have added a screenshot from the modem/router logs which show a DSL Synchronisation issue.

Can you please raise this with Openreach for further investigation?