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W9980 dropping connection & failing "Ping primary Domain Name Server"

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W9980 dropping connection & failing "Ping primary Domain Name Server"

This thread has been locked for further replies. You can start a new thread to share your ideas or ask questions.
W9980 dropping connection & failing "Ping primary Domain Name Server"
W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-06-21 00:47:53
Region : UK

Model : TD-W9980

Hardware Version : V1

Firmware Version : 0.6.0 1.12 v0021.0 Build 150507 Rel.40130n

ISP : BT Infinity

I recently bought the TD-W9980 and I'm having some issues, in the 3 days I've had it I have dropped connection at least 3 times (that I've noticed) and when I run the diagnostic it fails "Ping primary Domain Name Server". I was previously using the Home Hub 3 and I didn't have disconnection issues, I only replaced it because the wireless was terrible, which is much better on the W9980 but now my connection is dropping entirely on occasion. Any help would be great.

Firmware version:0.6.0 1.12 v0021.0 Build 150507 Rel.40130n
[B]Hardware version:TD-W9980 v1 00000000

[/B]
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#1
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10 Reply
Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-06-23 01:30:38
Can anyone help me? It just disconnected again. It shouldn't be dropping ever right? But it has done it 5 times since I bought it a few days ago.


















































































































































1 2015-06-22 17:23:54 PPP Information ppp1 rcvd [IPCP ConfAck id=0x2
2 2015-06-22 17:23:52 PPP Information ppp1 sent [IPCP ConfReq id=0x2
3 2015-06-22 17:23:52 PPP Information ppp1 rcvd [IPCP ConfNak id=0x1
4 2015-06-22 17:23:52 PPP Information ppp1 sent [IPCP ConfAck id=0xc5 ]
5 2015-06-22 17:23:52 PPP Information ppp1 rcvd [IPCP ConfReq id=0xc5 ]
6 2015-06-22 17:23:52 PPP Information ppp1 sent [IPCP ConfReq id=0x1 ]
7 2015-06-22 17:23:52 PPP Information ppp1 rcvd [CHAP Success id=0x1 "CHAP authentication success, unit 4090"]
8 2015-06-22 17:23:52 PPP Information ppp1 rcvd [LCP EchoRep id=0x0 magic=0x40922be1]
9 2015-06-22 17:23:52 PPP Information ppp1 sent [CHAP Response id=0x1 <8cb1d7916f5ed681064defa60d043a0d>, name = "bthomehub@btbroadban
10 2015-06-22 17:23:52 PPP Information ppp1 rcvd [CHAP Challenge id=0x1 <10948bc9b41fdc0d7ec96fea2376d50c>, name = "bras-red15.l-nws"]
11 2015-06-22 17:23:52 PPP Information ppp1 sent [LCP EchoReq id=0x0 magic=0x16e91d3c]
12 2015-06-22 17:23:52 PPP Information ppp1 rcvd [LCP ConfAck id=0x1 ]
13 2015-06-22 17:23:52 PPP Information ppp1 sent [LCP ConfAck id=0x71 ]
14 2015-06-22 17:23:52 PPP Information ppp1 rcvd [LCP ConfReq id=0x71 ]
15 2015-06-22 17:23:52 PPP Information ppp1 sent [LCP ConfReq id=0x1 ]
16 2015-06-22 17:23:52 PPP Information ppp1 sent [PADI Host-Uniq(0x00001fe4)]
17 2015-06-22 17:23:32 PPP Error ppp1
18 2015-06-22 17:23:32 PPP Error ppp1 Timeout waiting for PADO packets
19 2015-06-22 17:23:12 PPP Information ppp1 sent [PADI Host-Uniq(0x00001f59)]
20 2015-06-22 17:23:02 PPP Information ppp1 sent [PADI Host-Uniq(0x00001f59)]
21 2015-06-22 17:22:57 PPP Information ppp1 sent [PADI Host-Uniq(0x00001f59)]
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#2
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-06-23 17:11:29
When connection drops, how did you make it work again?
Go to Network---LAN Settings, change DNS server to 8.8.8.8 and Secondary DNS server to 8.8.4.4.
Besides, you can try to disable UPnP.
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#3
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-06-28 21:16:15

M Diamond wrote

When connection drops, how did you make it work again?
Go to Network---LAN Settings, change DNS server to 8.8.8.8 and Secondary DNS server to 8.8.4.4.
Besides, you can try to disable UPnP.


I don't have to do anything, it just comes back on itself after a couple of minutes. I am now on my second W9980 and the problem continues, just not as often. I have tried using Google DNS as well.

This is from my latest loss of connection:


























































































































































































































3 2015-06-28 11:04:19 PPP Information ppp0 rcvd [IPCP ConfAck id=0x2 ]
4 2015-06-28 11:04:17 PPP Information ppp0 sent [IPCP ConfReq id=0x2 ]
5 2015-06-28 11:04:17 PPP Information ppp0 rcvd [IPCP ConfNak id=0x1 ]
6 2015-06-28 11:04:17 PPP Information ppp0 sent [IPCP ConfAck id=0x25 ]
7 2015-06-28 11:04:17 PPP Information ppp0 rcvd [IPCP ConfReq id=0x25 ]
8 2015-06-28 11:04:17 PPP Information ppp0 sent [IPCP ConfReq id=0x1 ]
9 2015-06-28 11:04:17 PPP Information ppp0 rcvd [CHAP Success id=0x1 "CHAP authentication success"]
10 2015-06-28 11:04:16 PPP Information ppp0 sent [CHAP Response id=0x1 <4032642373dd5ade6b5be22b0422b24b>, name = "bthomehub@btbroadban
11 2015-06-28 11:04:16 PPP Information ppp0 rcvd [CHAP Challenge id=0x1
12 2015-06-28 11:04:16 PPP Information ppp0 rcvd [LCP ConfAck id=0x1 ]
13 2015-06-28 11:04:16 PPP Information ppp0 sent [LCP ConfAck id=0x33 ]
14 2015-06-28 11:04:16 PPP Information ppp0 rcvd [LCP ConfReq id=0x33 ]
15 2015-06-28 11:04:16 PPP Information ppp0 sent [LCP ConfReq id=0x1 ]
16 2015-06-28 11:04:16 PPP Information ppp0 sent [PADI Host-Uniq(0x00003eaa)]
17 2015-06-28 11:03:58 PPP Error ppp0
18 2015-06-28 11:03:58 PPP Error ppp0 Timeout waiting for PADO packets
19 2015-06-28 11:03:38 PPP Information ppp0 sent [PADI Host-Uniq(0x00003e2b)]
20 2015-06-28 11:03:28 PPP Information ppp0 sent [PADI Host-Uniq(0x00003e2b)]
21 2015-06-28 11:03:23 PPP Information ppp0 sent [PADI Host-Uniq(0x00003e2b)]
22 2015-06-28 11:03:22 DSL Notice xDSL Enter Showtime!!
23 2015-06-28 11:03:02 DSL Notice xDSL Training!!
24 2015-06-28 11:03:00 DSL Notice xDSL Handshake!!
25 2015-06-28 11:02:59 PPP Error ppp0
26 2015-06-28 11:02:59 PPP Error ppp0 User request
27 2015-06-28 11:02:56 DSL Notice xDSL Ready!!
28 2015-06-28 11:02:55 PPP Information ppp0 sent [LCP TermReq id=0x3 "User request"]
29 2015-06-28 11:02:52 PPP Information ppp0 sent [LCP TermReq id=0x2 "User request"]
30 2015-06-28 11:02:52 PPP Warning ppp0 LCP down
31 2015-06-28 11:02:52 PPP Error ppp0 LCP down
32 2015-06-28 11:02:52 PPP Error ppp0 User request
33 2015-06-28 11:02:52 DSL Notice xDSL Leave Showtime!!
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#4
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-06-30 20:53:16
Did you disable UPNP? This worked for me (and I'm on my 4th W9980!)
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#5
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-07-01 19:04:22
No, but after contacting my ISP again and again they finally admitted I have a line fault, apparently there's an issue at the cabinet level. They've told me it should be fixed within 48 hours. I'm currently using the Home Hub 3 during this time, but I should be able to switch back to the W9980 once they've fixed it.
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#6
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-07-06 11:48:46
Good luck~ :)
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#7
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W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-10-16 02:07:34
I am having the same problem also on BT. I tried the TP Tech support call centre and they didnt know what I was talking about which seemed strange. Im a complete novice on these matters but Im assuming when the message FAIL is displayed, the router cannot be performing to 100% of its capabilities. I have tried all the suggestions on this thread but none of them work. Please help!!!
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#8
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-10-16 13:56:06
You contacted your ISP as MrH did? How ofen does the connection drop in your case? Firmware is up to date, right?
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#9
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-10-16 17:26:00
Hi M Diamond, thanks for responding. Firmware up to date, BT say there are no problems, Ive just done a complete factory reset and still the problem exists. It still drops out two or three time s a day but not as much as my BTHH5 did but its still not the answer to my unhappy BT Fibre experience that I hoped this new router would be.
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#10
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Re:W9980 dropping connection & failing "Ping primary Domain Name Server"
2015-10-16 21:29:35
I'd just like to chime in and say my issue was fixed by BT awhile ago. It took an engineer 6 hours to fix all the problems with my connection, he replaced the overhead wire that goes to the phone pole as they never bothered to when installing Infinity, he replaced the backplate as the previous engineer had forced it onto the wall with the wrong screws so it was half hanging off the wall, he also gave me a new frontplate as mine was several versions behind and he replaced something near where the wire comes into the house as the circuit board was damaged. Basically the guy who installed my Infinity did a fucking terrible job and it took a good engineer all day to fix it. Since then my connection has been running at the maximum speed I pay for and has been 90% more stable.

And just for the record BT said my connection was fine multiple times before admitting to the issue, so keep pushing. I would post on the BT Infinity forum and ask for a mods help, that's what I did and it wasn't until a mod took an interest in my case that anything got done.
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#11
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