topic Re: Constant drops in Broadband

Constant drops

Darren8282 — Sat, 28 May 2022 18:08:49 GMT

Hi, I posted earlier regarding something else, thought engineers had fixed issue yesterday when they replaced " damp " component up on the pole. Clearly has not fixed any thing the hub 2 is constantly dropping out to orange then back blue, sync speed up down up down. After three engineer visits in three weeks of being with you guys I'm at the point now of being absolute furious I'm losing money constantly due to this and getting mugged off by these openreach boys constantly.

Log below

19:06:35, 28 May.admin login success from 192.168.1.81
19:06:26, 28 May.admin timeout from 192.168.1.81
19:05:50, 28 May.ARP [add] br0(wl0) 192.168.1.81 10:e9:53:d7:9b:7d
19:05:46, 28 May.DHCP device Connected: 192.168.1.81, 10:e9:53:d7:9b:7d, HUAWEI_P30_lite-18524c2f1
19:05:45, 28 May.LAN [ADD] ARP 192.168.1.81 with 10:e9:53:d7:9b:7d from br0(wl0)
19:05:45, 28 May.5G Client associate from 10:e9:53:d7:9b:7d (IP=192.168.1.81) RSSI=-46, Rate=390Mbps, host HUAWEI_P30_lite-18524c2f1
19:05:45, 28 May.Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
19:05:45, 28 May.Receive a DHCP request
18:57:47, 28 May.CWMP: HDM socket closed successfully.
18:57:47, 28 May.CWMP: HTTP authentication success from pbthdm.x.x.x
18:57:47, 28 May.CWMP: HDM socket opened successfully.
18:57:47, 28 May.CWMP: session completed successfully
18:57:47, 28 May.CWMP: HDM socket closed successfully.
18:57:46, 28 May.CWMP: HTTP authentication success from pbthdm.x.x.x
18:57:46, 28 May.CWMP: HDM socket opened successfully.
18:57:46, 28 May.CWMP: HDM socket opened successfully.
18:57:46, 28 May.CWMP: Server URL: https://pbthdm.x.x.x; Connecting as user: ACS username
18:57:45, 28 May.CWMP: Session start now, server: https://pbthdm.x.x.x, Event code: 4 VALUE CHANGE
18:57:45, 28 May.CWMP: Initializing transaction for event code 4 VALUE CHANGE
18:57:36, 28 May.PPP IPV6CP Send Configuration Request
18:57:33, 28 May.PPP IPV6CP Send Configuration Request
18:57:30, 28 May.PPP IPV6CP Send Configuration Request
18:57:27, 28 May.PPP IPV6CP Send Configuration Request
18:57:23, 28 May.PPP IPV6CP Send Configuration Request

Sidenote. 7 devices connected 3 in use.

Re: Constant drops

jab1 — Sat, 28 May 2022 18:27:39 GMT

@Darren8282 That log is not particularly useful - a more useful one in this case would probably be the 'WAN' one, as the current one gives no indication of what is really happening.

Re: Constant drops

Darren8282 — Sat, 28 May 2022 19:12:55 GMT

My apologies

18:57:09, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:57:08, 28 May.WAN Sensing Auto sensing Running
18:57:08, 28 May.Success - secondary DNS servers
18:57:08, 28 May.Success - primary DNS servers
18:57:08, 28 May.WAN connection WAN2_INTERNET_PTM connected
18:56:49, 28 May.DSL Link Up: Down Rate=46326kbps, Up Rate=4496kbps; SNR Margin Down=6.4dB, Up=6.5dB
18:56:41, 28 May.WAN Auto-sensing detected port DSL WAN
18:56:13, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:56:12, 28 May.WAN Sensing Auto sensing Running
18:56:12, 28 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
18:56:11, 28 May.DSL Link Down: duration was 252 seconds
18:52:26, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:52:26, 28 May.WAN Sensing Auto sensing Running
18:52:26, 28 May.Success - secondary DNS servers
18:52:26, 28 May.Success - primary DNS servers
18:52:26, 28 May.WAN connection WAN2_INTERNET_PTM connected
18:52:07, 28 May.DSL Link Up: Down Rate=54918kbps, Up Rate=13300kbps; SNR Margin Down=6.1dB, Up=6.1dB
18:51:59, 28 May.WAN Auto-sensing detected port DSL WAN
18:51:31, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:51:30, 28 May.WAN Sensing Auto sensing Running
18:51:30, 28 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
18:51:29, 28 May.DSL Link Down: duration was 1407 seconds
18:28:30, 28 May.WAN Sensing Auto sensing Complete, interface selected
18:28:30, 28 May.WAN Sensing Auto sensing Running

Re: Constant drops

jab1 — Sat, 28 May 2022 19:25:42 GMT

Interesting - I've never seen 'ERROR_NO_CARRIER' before, as I can remember, and without doing some checking, can't explain it, but it SOUNDS like your circuit has problems. I'll go and see what I can find out, but it may be a while before I get back to you - I will be watching the match - when it starts.

EDIT: Just looked, and it is possible you have a dodgy phone line. Can you do a Quiet Line Test - dial 17070 option 2 from a (preferably) corded phone - there should be no sound on the line apart from the periodic 'Quiet Line Test' announcement.

Re: Constant drops

Darren8282 — Sat, 28 May 2022 19:53:20 GMT

Done, there is a little noise, nothing massive but for sure noise there.

Re: Constant drops

Mustrum — Sat, 28 May 2022 20:01:19 GMT

Were it me, I would be quoting my open fault ticket number on here, so that staff members could pick up and help narrown down the problem. I would also be asking for a Radius log to show how often these drops are happening. You have 2 in the short log you have shown, but the connection speeds are quite different, suggesting bursts of noise on the line.

Having more details of your reported fault on here should help you narrow down the problem, especially if we can get support from one of the helpful Help Team.

Re: Constant drops

jab1 — Sat, 28 May 2022 20:27:40 GMT

@Mustrum Agreed - this does need looking at by PN.

Re: Constant drops

Darren8282 — Sat, 28 May 2022 21:49:21 GMT

I have contacted the team this evening. The guy has raised the fault to a senior member of staff and it's getting raised again to a senior engineer at open reach due to me already having three engineers in a few weeks.

In total today it has been off 9 times. When the engineer came yesterday they went up pole then after finishing he said there something damp and replaced it then he said and I "quote" That will definitely be it sorted now. Clearly not.

So far they have replaced faceplate, been at end of street in drain working on whatever wires are in there and then up the pole. Not sure what is next. I did question the fact I believe it could be the actually phone cable to property but was quickly dismissed with a " it's a good cable that ". Let's see what happens next

Update - Just looked on Hub and noticed noise margin has risen from 6.1 to 11.3 tonight if thatsthat's of any interest. It's 8.4/11.3

Re: Constant drops

jab1 — Sun, 29 May 2022 06:37:01 GMT

@Darren8282 I suspect a fault in the BT infrastructure upstream of your property - but I could be wrong.

Re: Constant drops

Darren8282 — Sun, 29 May 2022 13:59:27 GMT

Could be right I personally think the cabling is faulty at some point and needs replacing. It stayed on today then noise margin changed back down to 6.9 then went straight off

Re: Constant drops

jab1 — Sun, 29 May 2022 13:55:04 GMT

@Darren8282 Your last sentence looks a bit garbled - I don't quite understand it.

Re: Constant drops

Darren8282 — Sun, 29 May 2022 14:01:18 GMT

Apologies on phone bloody thing it is. I've corrected it and pasted below the Info screen of tech log. Noise margin has changed again as you might see and sync speed way down.

GUI version:1.6 19_10_2021
DSL uptime:0 Days 0 Hrs 14 Mins 23 Secs
Data rate:4.947 Mbps / 43.107 Mbps
Maximum data rate:4.847 Mbps / 45.293 Mbps
Noise margin:7.0 / 6.6
Line attenuation:11.6 / 17.0
Signal attenuation:10.5 / 18.6
VLAN id:101
Upstream error control:Off
Downstream error control:Off

Re: Constant drops

jab1 — Sun, 29 May 2022 14:13:08 GMT

Makes more sense now 😉 .

Your WAN log will probably show more DSL disconnections in the recent hours, too.

Re: Constant drops

Darren8282 — Sun, 29 May 2022 14:15:24 GMT

In what way pal. I enjoy learning about things so fire away with your knowledge.

Re: Constant drops

jab1 — Sun, 29 May 2022 14:18:31 GMT

Similar to those shown in post #3 - which is why you are losing connection (and connection speed).

Re: Constant drops

Darren8282 — Sun, 29 May 2022 14:20:23 GMT

Here is the log from the last drop to now.
Any of the info like noise margin etc look bad?

This shows all events that have taken place on your Plusnet Hub since the last time it was resetCategory:Selected:WANPage 1 of 35Time and dateMessage
14:42:38, 29 May.WAN Sensing Auto sensing Complete, interface selected
14:42:37, 29 May.WAN Sensing Auto sensing Running
14:42:37, 29 May.Success - secondary DNS servers
14:42:37, 29 May.Success - primary DNS servers
14:42:37, 29 May.WAN connection WAN2_INTERNET_PTM connected
14:42:18, 29 May.DSL Link Up: Down Rate=43107kbps, Up Rate=4947kbps; SNR Margin Down=6.9dB, Up=6.5dB
14:42:10, 29 May.WAN Auto-sensing detected port DSL WAN
14:41:42, 29 May.WAN Sensing Auto sensing Complete, interface selected
14:41:42, 29 May.WAN Sensing Auto sensing Running
14:41:41, 29 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
14:41:40, 29 May.DSL Link Down: duration was 71098 seconds

Re: Constant drops

jab1 — Sun, 29 May 2022 14:26:49 GMT

Your noise margin surprisingly, given the frequency of drops, looks OK, but an FTTC connection shouldn't be experiencing this number DSL down events, so the reason(s) for them need investigating - properly.

Re: Constant drops

Darren8282 — Sun, 29 May 2022 14:47:13 GMT

Oh right. Yeah clearly something amiss. Hopefully this " senior " engineer whatever that is can find the source of the problem.

Does the Cable for the fibre run from house then up above to entry point at end of street or underground? And then I'm presuming the phone line is separate and what goes to the pole?.

Just looked again noise margin is now 3.0/4.8

Re: Constant drops

jab1 — Sun, 29 May 2022 14:59:42 GMT

The engineer - so long as he does the job properly should find the cause - might take a while though.

If you are on FTTC as you are, the cable from the exchange to the local cabinet is usually underground to the local PCP/fibre cabinet and then from there to your property - overhead in many cases, but recent builds (post 1970's at a guess) can be underground to your house - you'l know because the o/h cables are obvious.

As to the phone line, no - the same cable carries both broadband and phone, which is why you usually see two green cabs side by side. They are connected, one providing the broadband signal, one the voice circuit.

Yuk to your SNR figures - it really is not looking good.

Re: Constant drops

Darren8282 — Sun, 29 May 2022 15:12:33 GMT

Oh right thanks for explanation appreciate it. Well when he was last out he went up post about 15 yards from house cable seems to run out back, up house, over to pole then I'm presuming runs along to the point at end of street which is located in the drain.

Yeh I thought not looking good its crazy that this has never been sorted. My poor parents and brother must have been suffering with this for god knows how long whilst ive been away.