Beantwoord

Internet connection is interrupted very often


Hi all,

I can not speak Dutch yet, sorry.

I have been using KPN fiber optic internet for 3 days. I lose my internet connection very often. All leds are green on the router* and on the fiber optic box but there is no internet connection. After I reboot the router or plug on and off the red cable between the router and the fiber optic box, everything works well. After a while (some times 10 mins, sometimes 1 hour later) even all the leds are green, I lose my internet connection again.

What did I do to understand and fix the problem?
-To make sure if it is only for specific device or for all, I connected to wifi with hp laptop(win10), macbook pro, iphone 8, xiaomi mi6 and chromecast. Problem occurred for each device.
-To make sure if it is not only for wifi, I connected to the router via cable. Problem occurred with wired connection as well.
-Checked the router system logs. I could not see anything interesting. Please find it below.
-Reseted the router with a pin. Problem still occurs

I called the kpn client services. They said they will call me back to make an appointment for a mechanic to visit and fix the problem. Probably earliest appointment will be next week.

Have you every faced with this kind of problem or do you have any idea about how I can fix it?
Thank you

Best regards
Sami


* Model Name:VRV9517
Firmware Version:v5.00.17 build184
Boot Code Version:1.0.38-161.188
Hardware Version:R01
Serial Number:J832664959


I lost connection at 7th Nov 22:06. Here is the sys_log which I grabbed at 7th Nov 22:08
code:
Jan  1 00:00:33 VRV9517 syslog.info syslogd started: BusyBox
Jan 1 00:00:35 VRV9517 cron.info crond[3857]: crond: crond (busybox) started, log level 8
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3889]: make: family 2
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3889]: make: family 2
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3889]: make: family 10
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3889]: make: family 10
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: started, cachesize 150
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: reading /etc/resolv.conf
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: using nameserver 195.121.1.34#53
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: using nameserver 195.121.1.66#53
Jan 1 00:00:35 VRV9517 daemon.info dnsmasq[3891]: read /etc/hosts - 5 addresses
Jan 1 00:00:40 VRV9517 daemon.notice pppd[4300]: pppd 2.4.1 started by root, uid 0
Jan 1 00:00:40 VRV9517 daemon.notice pppd[4351]: pppd 2.4.1 started by root, uid 0
Jan 1 00:00:41 VRV9517 daemon.info dhclient: adapter index 23
Jan 1 00:00:41 VRV9517 daemon.info dhclient: DHCPDISCOVER on eth0.4 to 255.255.255.255 port 67 interval 3
Jan 1 00:00:41 VRV9517 daemon.info dhclient: adapter index 23
Jan 1 00:00:44 VRV9517 daemon.info dnsmasq[3891]: exiting on receipt of SIGTERM
Jan 1 00:00:44 VRV9517 daemon.info dhclient: DHCPDISCOVER on eth0.4 to 255.255.255.255 port 67 interval 8
Jan 1 00:00:44 VRV9517 daemon.info dhclient: adapter index 23
Jan 1 00:00:44 VRV9517 daemon.info dhclient: DHCPOFFER from eth0.4:10.164.32.1
Jan 1 00:00:44 VRV9517 daemon.info dhclient: DHCPREQUEST on eth0.4 to 255.255.255.255 port 67
Jan 1 00:00:44 VRV9517 daemon.info dhclient: adapter index 23
Jan 1 00:00:44 VRV9517 daemon.info dhclient: DHCPACK from 10.164.32.1
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4679]: make: family 2
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4679]: make: family 2
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4679]: make: family 10
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4679]: make: family 10
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4681]: started, cache disabled
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4681]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4681]: read /etc/hosts - 5 addresses
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4681]: using nameserver 195.121.1.34#53
Jan 1 00:00:46 VRV9517 daemon.info dnsmasq[4681]: using nameserver 195.121.1.66#53
Jan 1 00:00:46 VRV9517 daemon.info dhcpd: Wrote 0 leases to leases file.
Nov 7 20:07:30 VRV9517 daemon.info dhclient: bound to 10.164.37.245 -- renewal in 1796 seconds.
Nov 7 20:07:31 VRV9517 daemon.info dnsmasq[4681]: exiting on receipt of SIGTERM
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4959]: make: family 2
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4959]: make: family 2
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4959]: make: family 10
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4959]: make: family 10
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4961]: started, cache disabled
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4961]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4961]: read /etc/hosts - 5 addresses
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4961]: using nameserver 195.121.1.34#53
Nov 7 20:07:33 VRV9517 daemon.info dnsmasq[4961]: using nameserver 195.121.1.66#53
Nov 7 20:07:34 VRV9517 daemon.info dhcpd: Wrote 0 leases to leases file.
Nov 7 21:07:36 VRV9517 daemon.info dnsmasq[4961]: exiting on receipt of SIGTERM
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5217]: make: family 2
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5217]: make: family 2
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5217]: make: family 10
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5217]: make: family 10
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5219]: started, cache disabled
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5219]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5219]: read /etc/hosts - 5 addresses
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5219]: using nameserver 195.121.1.34#53
Nov 7 21:07:38 VRV9517 daemon.info dnsmasq[5219]: using nameserver 195.121.1.66#53
Nov 7 21:07:38 VRV9517 daemon.info dhcpd: Wrote 0 leases to leases file.
Nov 7 20:07:43 VRV9517 cron.err crond[3857]: time disparity of 25693687 minutes detected
Nov 7 21:08:39 VRV9517 daemon.info dhcpd: arp replies from this address (192.168.2.2).
Nov 7 21:08:39 VRV9517 daemon.err dhcpd: Error on ARPING request: Interrupted system call
Nov 7 21:08:41 VRV9517 daemon.info dhcpd: Reclaiming not used lease 192.168.2.2.
Nov 7 21:08:41 VRV9517 daemon.info dhcpd: DHCPREQUEST for 192.168.2.2 from 18:81:0e:50:11:41 via br0
Nov 7 21:08:41 VRV9517 daemon.info dhcpd: DHCPACK on 192.168.2.2 to 18:81:0e:50:11:41 (Samis-iPhone) via br0
Nov 7 21:08:41 VRV9517 daemon.info dhcpd: adapter index 14
Nov 7 21:08:41 VRV9517 daemon.info dhcpd: arp replies from this address (192.168.2.2).
Nov 7 21:08:42 VRV9517 daemon.info dhcpd: Reclaiming not used lease 192.168.2.2.
Nov 7 21:08:42 VRV9517 daemon.info dhcpd: DHCPREQUEST for 192.168.2.2 from 18:81:0e:50:11:41 (Samis-iPhone) via br0
Nov 7 21:08:42 VRV9517 daemon.info dhcpd: DHCPACK on 192.168.2.2 to 18:81:0e:50:11:41 (Samis-iPhone) via br0
Nov 7 21:08:42 VRV9517 daemon.info dhcpd: adapter index 14
Nov 7 21:08:44 VRV9517 daemon.info dhcpd: arp replies from this address (192.168.2.1).
Nov 7 21:08:44 VRV9517 daemon.info dhcpd: Reclaiming not used lease 192.168.2.1.
Nov 7 21:08:44 VRV9517 daemon.info dhcpd: DHCPREQUEST for 192.168.2.1 from ac:bc:32:94:f4:a9 via br0
Nov 7 21:08:44 VRV9517 daemon.info dhcpd: DHCPACK on 192.168.2.1 to ac:bc:32:94:f4:a9 (Samis-MBP) via br0
Nov 7 21:08:44 VRV9517 daemon.info dhcpd: adapter index 14
Nov 7 21:18:52 VRV9517 daemon.info dhcpd: arp replies from this address (192.168.2.2).
Nov 7 21:18:52 VRV9517 daemon.info dhcpd: Reclaiming not used lease 192.168.2.2.
Nov 7 21:18:52 VRV9517 daemon.info dhcpd: DHCPREQUEST for 192.168.2.2 from 18:81:0e:50:11:41 (Samis-iPhone) via br0
Nov 7 21:18:52 VRV9517 daemon.info dhcpd: DHCPACK on 192.168.2.2 to 18:81:0e:50:11:41 (Samis-iPhone) via br0
Nov 7 21:18:52 VRV9517 daemon.info dhcpd: adapter index 14
Nov 7 21:28:24 VRV9517 daemon.notice pppd[10700]: pppd 2.4.1 started by root, uid 0
Nov 7 21:28:26 VRV9517 daemon.info dnsmasq[5219]: exiting on receipt of SIGTERM
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10880]: make: family 2
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10880]: make: family 2
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10880]: make: family 10
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10880]: make: family 10
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10882]: started, cache disabled
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10882]: compile time options: IPv6 GNU-getopt no-DBus no-i18n no-IDN DHCP no-DHCPv6 no-Lua TFTP no-conntrack no-ipset no-auth no-DNSSEC no-ID loop-detect inotify
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10882]: read /etc/hosts - 5 addresses
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10882]: using nameserver 195.121.1.34#53
Nov 7 21:28:28 VRV9517 daemon.info dnsmasq[10882]: using nameserver 195.121.1.66#53
Nov 7 21:28:28 VRV9517 daemon.info dhcpd: Wrote 2 leases to leases file.
Nov 7 20:28:29 VRV9517 daemon.info pppd[4300]: Exit.
Nov 7 20:37:26 VRV9517 daemon.info dhclient: DHCPREQUEST on eth0.4 to 10.164.32.1 port 67
Nov 7 20:37:26 VRV9517 daemon.info dhclient: adapter index 23
Nov 7 20:37:26 VRV9517 daemon.info dhclient: adapter index 23
Nov 7 20:37:26 VRV9517 daemon.info dhclient: DHCPACK from 10.164.32.1
Nov 7 20:37:30 VRV9517 daemon.info dhclient: bound to 10.164.37.245 -- renewal in 43197 seconds.

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Beste antwoord door samibeyoglu 29 november 2018, 08:36

Excellent! Then I've planned a mechanic for you. He will be arriving between 8:00 and 10:00 AM tomorrow. I've left a note indicating you have multiple broken connections a day, and that the Experia Box has already been replaced. You'll be getting a confirmation of the appointment via text and e-mail :)It is fixed. No disconnect issue in last 4 days. Thank you Erik.
Bekijk origineel

18 reacties

Reputatie 7
Badge +27
Hi Sami, welcome to the Forum! Thank you for the tests you've already done. I'm gonna look into this, but for that I need some more data. Fill in your postal code and hosuenumber in your profile, and reply here when you've done so.
Hi Eric,
Thank you for reply. I have completed my profile info.
Hi again Eric,

Today a mechanic came from KPN and changed the router. I hope it is fixed now. We will see.

Thank you.
Reputatie 7
Badge +27
Good to hear the mechanic has been, Sami. I hope this indeed will prove to be the solution. If the problem returns, return here and let us know. Then we will look into this again 🙂
Hi Erik,
Unfortunately it is not fixed. The previous router was Experia Box V10A. New one is Experia Box V10. Here are the details of the new router.

Model H369A
Hardware Version V1.00
Software Version V1.01.00T03.4
Boot Loader Version V1.0.00
xDSL PHY Version A2pvbH042w.d26o
Reputatie 7
Badge +27
Sorry to hear that, Sami! I've taken a look at your connection and I see the interruptions here, which is good, because that makes it clear the problem is centered around the FTU or before. Can you do the following:
- turn off the Experia Box
- turn off the FTU (pull the plug from the wall)
- keep it off for 2 minutes
- replug the FTU
- turn on the Experia Box

Check for a little while if the disconnects keep happening. If they do, look at the cable between the FTU and the Experia Box. If that is the red one supplied by us in the install package, replace it with another and check again if the connection still breaks. If it does, give me some moments this week that a new mechanic visit is convenient. Because then a mechanic will need to look at the FTU specifically.
Hi Erik,

I followed the instructions which you provided but the problem still exists.
Reputatie 7
Badge +27
Alright, then I'll have to send out a new mechanic. When would that be convenient for you?
Reputatie 7
Badge +27
You haven't responded yet, Sami. Has the problem been resolved? If not, let me know when a mechanic would be convenient, then I'll schedule one for you.
Hi Erik,

Problem still occurs. Last week and this week it occurred really rarely like once in a day. But yesterday it occurred very often like twice in an hour. Is it possible to send out a mechanic in weekend? If not please send him on next Friday in the morning as early as possible like 08:00 am
Thank you

Best regards
Sami
Reputatie 7
Badge +27
Friday shouldn't be a problem, but often Saturday is also a possibility. When, tomorrow, would be convenient for you? Then I'll see if I can schedule the mechanic then. And if not possible I can make it Friday.
Tomorrow suits me.
Reputatie 7
Badge +27
Excellent! Then I've planned a mechanic for you. He will be arriving between 8:00 and 10:00 AM tomorrow. I've left a note indicating you have multiple broken connections a day, and that the Experia Box has already been replaced. You'll be getting a confirmation of the appointment via text and e-mail 🙂
Excellent! Then I've planned a mechanic for you. He will be arriving between 8:00 and 10:00 AM tomorrow. I've left a note indicating you have multiple broken connections a day, and that the Experia Box has already been replaced. You'll be getting a confirmation of the appointment via text and e-mail :)It is fixed. No disconnect issue in last 4 days. Thank you Erik.
Reputatie 7
Badge +27
That is fantastic to hear, thanks for letting us know 🙂
what was the fix please. I have the exact same problem.
Ik heb dit probleem nu een paar keer voorbij zien komen op het forum en elke keer dat ik denk dat ik de oplossing ga horen stopt het draadje. Zou toch enorm veel helpen als de oplossing ook hier gepubliceerd werd. Kan ik eindelijk ophouden al die draadjes uit te pluizen.

alvast dank voor uw moeite
Paul
Reputatie 7
Badge +27
Hoi Paul, welkom! Ik vermoed dat bij sami hier het probleem dieper in de verbinding lag. In de notitie van de monteur hier in het systeem werd aangegeven dat hij in de centrale de aansluiting omgeplugd heeft. Omwisselen van de Experia Box maakte bij Sami ook geen verschil. En wat ik opmaak uit je eigen topic, is dat dit bij jou wel zo is. Laten we, voor het gemak, het gesprek in jouw eigen topic voortzetten.

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