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    weird internet connection fault

    This is a discussion on weird internet connection fault within the Sky Broadband help forums, part of the Sky Broadband help and support category; wonder if anyone can help i have also phoned sky and awaiting call back from the customer solutions team regarding ...

    1. #1
      terry_gardener's Avatar
      terry_gardener is offline Sky User Member
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      weird internet connection fault

      wonder if anyone can help i have also phoned sky and awaiting call back from the customer solutions team regarding fault.

      for the past 3 days the internet keeps dropping for couple of mins, within every 15 mins.

      it seems to only happen on the evening today it started about 4:30 yesterday it was about 5:30. doing the day it seems fine.

      i have tried a new filter and plugged it directly into the test socket. tried resetting the router and rebooted the router several times.

      anyone know what the problem is it doing my head in.

      - - - Updated - - -

      here is the stats
      Attached Thumbnails Attached Thumbnails weird internet connection fault-screenshot-2013-01-12-23-06-50.jpg  


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    3. #2
      JontyC's Avatar
      JontyC is offline Sky User Member
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      Re: weird internet connection fault

      Whilst I don't have a solution, mine has been doing the same for at least the past 2 days also. (Sorry to jump on your Thread!)

      Has worked flawlessly for months, but in the past few days i've had the same 'disconnections'.

      My router has been spitting out these messages to the log:

      Jan 13 01:48:48 user kernel: Line 0: ADSL link down Jan 13 01:48:49 user syslog: tc qdisc del dev ppp_0_0_38_1 root 2>/dev/null
      Jan 13 01:48:49 daemon pppd[7574]: Terminating connection due to link down.
      Jan 13 01:48:50 user kernel: Line 0: xDSL G.994 training
      Jan 13 01:48:58 user kernel: Line 0: ADSL G.992 started
      Jan 13 01:49:03 user kernel: Line 0: ADSL G.992 channel analysis
      Jan 13 01:49:09 user kernel: Line 0: ADSL G.992 message exchange
      Jan 13 01:49:09 user kernel: Line 0: ADSL link up, Path 0, us=940, ds=11262
      Jan 13 01:49:11 daemon pppd[7574]: PPPoE: Terminating on signal 15.
      Jan 13 01:49:11 daemon pppd[7574]: Clear IP addresses. Connection DOWN.
      Jan 13 01:49:11 daemon pppd[7574]: Clear IP addresses.
      Jan 13 01:49:11 daemon pppd[7574]: Couldn't increase MTU to 1500.
      Jan 13 01:49:17 daemon pppd[7574]: Connection terminated.
      Jan 13 01:49:17 daemon pppd[7574]: Connect time 0.9 minutes.
      Jan 13 01:49:17 daemon pppd[7574]: Sent 179354 bytes, received 116026 bytes.
      Jan 13 01:49:17 user kernel: dev_shutdown, dec ppp device refcnt, dev->refcnt=4
      Jan 13 01:49:17 user kernel: unregister_netdevice: waiting for ppp_0_0_38_1 to become free. Usage count = -1
      Jan 13 01:49:17 user kernel: dev->name = ppp_0_0_38_1, dev->refcnt=-1
      Jan 13 01:49:17 user kernel: after reset to 0, dev->refcnt=0
      Jan 13 01:49:17 daemon pppd[7574]: Exit.
      Jan 13 01:49:20 daemon pppd[8212]: PPPoATM setdevname_pppoatm
      Jan 13 01:49:20 daemon pppd[8212]: PPPoATM setdevname_pppoatm - SUCCESS
      Jan 13 01:49:20 daemon pppd[8212]: pppd 2.4.1 started by admin, uid 0
      Jan 13 01:49:20 daemon pppd[8212]: PPP: Start to connect ...
      Jan 13 01:49:20 daemon pppd[8212]: Using interface ppp0_0_38_1
      Jan 13 01:49:20 daemon pppd[8212]: Connect: ppp_0_0_38_1 <-->
      Jan 13 01:49:20 daemon pppd[8212]: Couldn't increase MTU to 1500.
      Jan 13 01:49:20 daemon pppd[8212]: PPP LCP UP.
      Jan 13 01:49:20 daemon pppd[8212]: Remote message: CHAP authentication success
      Jan 13 01:49:20 daemon pppd[8212]: local IP address [IP GOES HERE]
      Jan 13 01:49:20 daemon pppd[8212]: remote IP address [IP GOES HERE]
      Jan 13 01:49:20 daemon pppd[8212]: primary DNS address 90.207.238.97
      Jan 13 01:49:20 daemon pppd[8212]: secondary DNS address 90.207.238.99
      Jan 13 01:49:21 daemon pppd[8212]: Received valid IP address from server. Connection UP.
      Jan 13 01:49:21 user syslog: begin: interface: ppp_0_0_38_1 go to up
      Jan 13 01:49:21 daemon dnsmasq[92]: using nameserver 208.67.220.220#53
      Jan 13 01:49:21 daemon dnsmasq[92]: using nameserver 208.67.222.222#53
      Jan 13 01:49:21 daemon UPNPD[7689]: received signal 15, good-bye
      Jan 13 01:49:23 daemon UPNPD[8291]: HTTP listening on port 2800
      Jan 13 01:49:23 daemon UPNPD[8291]: uuidvalue=uuid:[UUID GOES HERE]
      Jan 13 01:49:25 user syslog: end: interface: ppp_0_0_38_1 go to up
      Jan 13 01:53:48 user kernel: Line 0: ADSL link down
      I'm using a Billion 7800N

      It's so frustrating!

    4. #3
      terry_gardener's Avatar
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      Re: weird internet connection fault

      i got a text from sky today saying the fault has been fixed.

      i have checked router stats and they have almost doubled the noise margin which has halved the connection speed. i will moniter the connection for the next 24 hrs to see if it has fixed the connection problems but i am not happy. as it has been ok for about 9 months getting speeds 13 and 14.5mbps and now it is 6.8mbps.

    5. #4
      User05's Avatar
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      Re: weird internet connection fault

      Capping speeds way below what is acceptable to fix intermittent sync issues now? I've heard old colleagues complaining about the state of a lot of Sky's support these days, but this just solidifies those claims. Personally, I wouldn't put up with such a lazy 'solution'. In that text you received, it may have the direct number to call them.
      Scubbie likes this.

    6. #5
      terry_gardener's Avatar
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      Re: weird internet connection fault

      there is no number for the customer solutions team that applied the fix it just says to call the main sky support team if fault reoccurs.

      i am going to see what the connection is like for the couple of days and if it is OK and stable i am going to phone and say that they didn't fix the problem they have worked around the problem. and see what they say. but i am not expecting much.

      but i don't like this lazy fix also.

      can't even watch 1080p youtube videos anymore with it buffering part way through few times. and i didn't have this problem before.

      - - - Updated - - -

      here is the new stats
      Attached Thumbnails Attached Thumbnails weird internet connection fault-screenshot-2013-01-13-18-36-34.jpg  

     

     

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