topic Re: Continual disconnects in Broadband

Continual disconnects

nomadpete1978 — Thu, 04 Aug 2022 22:30:36 GMT

I'm having some severe issues recently - particularly the last three days - where my DSL constantly disconnects. It may hold for an hour or so, but then bombs out completely and dies. Sometimes forcing a manual reconnect through my router works, sometimes it doesn't, sometimes it recovers for only a minute or two. It's becoming intolerable.

This has only happened since I upgraded my account - only the speed, not type - and am wondering if this has triggered something?

For reference, I use a TPLink Archer VR600 router, not the supplied router from PlusNet, so have had to enter the PPPoE information to enable the connection. This has been fine for years before now; could the change in account type trigger something that means these details are now wrong? Although I guess that would mean it would never work if that were the case.

Help!

Re: Continual disconnects

jab1 — Fri, 05 Aug 2022 06:17:21 GMT

@nomadpete1978 This sounds more like a BT/OR issue, or even a failing modem/router. Can you get any useful statistics/data off that kit to at least give us a clue what might be happening?

Re: Continual disconnects

nomadpete1978 — Fri, 05 Aug 2022 08:42:46 GMT

I've just tried a quiet line test, and that seems to be clear.

The router however is not presenting the best picture:

Upstream Downstream

Current Rate (kbps)	19998	54879
Max Rate (kbps)	22250	55150
SNR Margin (dB)	6.8	5.3
Line Attenuation (dB)	36.1	13.3
Errors (pkts)	0	544

This is over an 8 hour period since the last drop when it has barely been used.

The simple self-test diagnostics in the router seem to suggest it is fine; the logging isn't great in there however. There is this sequence in the system log, however:

1	2022-08-04 23:19:07	SYSTEM	Notice	DSL Link Up us/ds 19998/54879 kbps Type PTM
2	2022-08-04 23:19:05	SYSTEM	Notice	DSL Training G.993 Channel Analysis
3	2022-08-04 23:18:54	SYSTEM	Notice	DSL Training G.993 Started
4	2022-08-04 23:18:53	SYSTEM	Notice	DSL G.994 Non-Standard Info Received
5	2022-08-04 23:18:51	SYSTEM	Notice	DSL G.994 Non-Standard Info Received
6	2022-08-04 23:18:46	SYSTEM	Notice	DSL Training G.994
7	2022-08-04 23:18:41	SYSTEM	Notice	DSL Link Down

Re: Continual disconnects

jab1 — Fri, 05 Aug 2022 09:01:59 GMT

@nomadpete1978 That data is useful - the DSL data looks OK, but the DSL down in the logs suggests an problem somewhere - how many of these have occurred in whatever time period your logs cover?

Can you post the results from: https://www.broadbandchecker.btwholesale.com/#/ADSL and https://speedtest.btwholesale.com/ , reporting the 'Additional Diagnostics result, please.

Re: Continual disconnects

OldBen — Fri, 05 Aug 2022 14:27:24 GMT

Hi Pete,

I've run a test on your line today and have detected a potential issue.

You had 84 drops on the 4th and it looks like the speed has been fluctuating as a result.

My testing has picked up bridge tap. This is typically a second pair of wires running across a service in the home. This can cause unwanted signal reflections and the usual culprits tend to be things like extension cables and old doorbell wiring.

If you've got any extension sockets try and disconnect them and see if you have any improvement.

If this doesn't help then we can always look at getting an engineer round to identify the source of the bridge tap and resolve the issue.

Hope to hear from you soon,

Ben.

If this post resolved your issue please click the 'This fixed my problem' button

Ben
Plusnet Staff

Re: Continual disconnects

jab1 — Fri, 05 Aug 2022 14:28:51 GMT

@OldBen - welcome to the madhouse. 😀

Re: Continual disconnects

OldBen — Fri, 05 Aug 2022 14:30:51 GMT

The community mailer for getting password reset links seems to be working now so I can finally get in and lend a hand. I've been locked out for a few months now unfortunately but glad to be here now.

If this post resolved your issue please click the 'This fixed my problem' button

Ben
Plusnet Staff

Re: Continual disconnects

PeeGee — Sat, 06 Aug 2022 08:52:01 GMT

@nomadpete1978

"The simple self-test diagnostics in the router seem to suggest it is fine; the logging isn't great in there however."

That, presumably, is the default. My last re-sync generated 48 lines in the log, but I have it set for:

Type: ALL

Level: DEBUG

which records just about everything going on, including Plusnet "gateway" changes.

Re: Continual disconnects

CrystalJayme — Sun, 07 Aug 2022 12:10:45 GMT

Sorry, wrong post. I can't delete as there's no option so I've edited this comment.