THG3000 daily disconnections of 8 minutes duration

[UEFI]

New Vodafone service FTTC installed 2nd February.  Speed as expected, but connectivity not reliable.

Connection via openreach Master Socket 5C newly installed by openreach - no legacy extension wiring.

First week any disturbances were put down to bedding in.

Second week started looking at each outage in detail.

Symptoms - all internet services lost, phone gives on/off dial tone, THG3000 Internet LED is red.

Duration usually just under 8 minutes loss of service.

Checking the router syslog shows "Line 0: xDSL link down" at the outage start, then around 7 minutes 40 seconds later, the router will log "Line 0: XDSL G.994 training" and begin to bring up the service and connections can be made when this is complete - usually 25 seconds after the G994 message.

Most days, this happens between 13:00 and 15:00 UK time, but have seen it once at 17:43 to 17:51.

Followed the 'Troubleshooting' advice on the website, but no improvement.

Unable to engage with Chat on website - nothing happens when the icon is clicked.

Can anyone connect me to someone who can help sort this out please ?

[Cynric]

@UEFI Chat, do you mean Mobi, can fail depending on the browser. You can try from a "private" mode browser or this url https://www.vodafone.co.uk/bbservcd/

or this number 08080 034 515

If you move the plug to the test socket in the 5C do you notice a difference?

Try this test https://speedtest.btwholesale.com/ and once the first bit has completed click on the advanced box because that may tell you something extra.

[UEFI]

@Cynric,

Thanks for taking the time to respond.  I appreciate your help.

Chat - I tried clicking mobi buttons and the various Chat With Us buttons which come up after following the Intermittent Connection troubleshooter and doing the Broadband Service Test (5 minute), but no progress.  The bbsservcd http link in your gives me a 'How Can I Help? screen and a spinning timer-type icon.

As I generally use script blockers etc, I tried a Chrome browser without any protection and still couldn't get mobi or Chat to work.  I understand that the browser protection I have is probably detrimental to using Vodafone Chat, but on other websites, I have been able to get 'chat' working some way even if I have to use the Chrome.

The BT Wholesale speed test runs fine, but the Advanced Test is telling me 'The system is currently busy'.

The test socket on the 5C is not something I've tried yet.  I'm making one change at a time then need to wait a day or more to see if there's a difference.  There is no legacy telephone wiring at this socket so it would have to be a faulty front on the brand new 5C and the fault symptoms don't seem to fit that, but it's got to be done at some point.

I'll try the telephone number you provided.

Cheers.

[Jayach]

Sounds like it is going to have to go to Openreach for further testing. Vodafone are likely to insist you have the router in the test socket for 72 hours before they will pass it over (I know it will make no difference, as you have no extensions, but it's one of their "tick boxes") so you might as well do that before contacting them.

Use the number or link @Cynric posted, and if the live chat just gets the spinning circle. try a different browser.

It sounds like the router is rebooting, and it can do that if the SNR ever reaches 0, so check it occasionally to see if it is varying.

[UEFI]

@Jayach

Thanks for responding. I appreciate your help.

Based on the 72 hours information, I'll move the connection to the test socket this evening.

I don't think the router is re-booting spontaneously.  The outages I'm getting are actually being recorded by the router itself in the syslog events, incrementing 'Number of Cuts' and restarting 'DSL uptime' counts so it is still functioning to some extent either side of and during the 8 minute outages.  It could be some internal process crashing that doesn't get logged.

[Jayach]

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@UEFI wrote:

I don't think the router is re-booting spontaneously.  The outages I'm getting are actually being recorded by the router itself in the syslog events, incrementing 'Number of Cuts' and restarting 'DSL uptime' counts so it is still functioning to some extent either side of and during the 8 minute outages.  It could be some internal process crashing that doesn't get logged.

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That is exactly what happens if the router re-boots. As long as it doesn't loose power, all the info is retained.

I had much the same problem when I joined, but mine  could re-boot  multiple time one day, and then stay up for a week. But monitoring the SNR it was varying wildly, sometimes up at 10 at one time and then down at 1 the next. The fault turned out to be a faulty fibre port in the cabinet and it took 3 months and 2 Openreach visits to find it.

[UEFI]

The router has been connected to the 5C test socket since yesterday evening.  This afternoon at 12:53 the the Internet connection went down and the outage lasted 7 minutes 52 seconds.   same symptoms as reported above.  I happened to have an HTTP connection to the router at the time and was able to continue to browse the router management screens while the link was down.

[UEFI]

Called the number provided and was put through to an advisor who could see the disconnects logged at the corresponding times from the Vodafone POV.  They put the service on 'monitor' for 24 hours.

If anything interesting arises I'll post back.  Thanks for your help and advice.

[Cynric]

@UEFI Some progress hopefully.

[Jayach]

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@UEFI wrote:

I happened to have an HTTP connection to the router at the time and was able to continue to browse the router management screens while the link was down.

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In that case. you are right. the router isn't rebooting. Has to be a problem with the line, will almost certainly require an Openreach engineer.