topic Re: Broadband irregularity in Broadband

Broadband irregularity

gdp007 — Mon, 08 Aug 2022 13:33:00 GMT

Last Friday 5/8/2022 my fibre broadband went offline for about 45 minutes. In that period the link was going down and up in approx. 5 minute cycles. The Plusnet diagnostic bot was run and came back with no errors. I then spoke to an advisor at about 19:00 who suggested monitoring broadband for 24 hours and they would call me back after that time.

On the following day Saturday 6/8/2022 between approx. 16:30 and 19:00 the broadband repeated the previous days events of of going down and up again in approx. 5 minute cycles. Plusnet spoke to me and saw that there was a problem and booked an engineer for Monday 8/8/2022.

On Sunday 7/8/2022 the events of Saturday were repeated with the broadband going down and up between 16:30 and 19:00.

Today(8/8/2022) the Openreach engineer came and checked the connection and found no problem.

A short time ago I received an email reply from Plusnet saying the problem had been resolved? How? As there own Diagnostic tool found no problem and the Openreach engineer found no problem.

In the email there has been no explanation as to why the broadband service was unstable for approx. 6 hours over the weekend. The email concluded that the problem was resolved and closed.

They are correct in saying that broadband is currently ok. But, that has not offered any explanation as to why it went AWOL for extended periods over the weekend.

Perhaps, somebody could offer an explanation as to why this issue could have occurred?

Thanks

Gary

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 13:55:09 GMT

@gdp007 What hub or connection device are you using. If a PN Hub1 (or Hub2), can you post the WAN error reports, please - we may be able to find the explanation in there.

Re: Broadband irregularity

gdp007 — Mon, 08 Aug 2022 14:15:10 GMT

Hello John,

I believe its the Hub 2(rectangular with circle in the middle)

Do you mean the Event log? I downloaded that this morning so it should cover the weekends events.

Gary

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 14:26:06 GMT

@gdp007 Yup, I meant the event log, and although that very long data list looks a bit weird to me, I can't quite put my finger on the cause - there is certainly something going off there.

Can you post your Hubs Helpdesk page please - hiding any personal details?

Re: Broadband irregularity

gdp007 — Mon, 08 Aug 2022 15:56:04 GMT

Edited helpdesk page omiting my personal details(Saved in .txt format). Hope thats readable.

Moderators Note: Removed attachment as it contains the contents of a ticket and posting is against the Forum rules

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 14:52:06 GMT

Sorry Gary - that appears to be your fault Ticket?

Re: Broadband irregularity

Dan_the_Van — Mon, 08 Aug 2022 15:32:44 GMT

@jab1

Using notepad ++ I have taken a look at the event log attached.

There has been clusters of DSL Link down messages 58 in total between 5th and 7th August. Interesting is that they all occure within the time period earlest seen 16:22 and latest seen 19:15

Line 168: 19:05:20, 07 Aug. DSL Link Down: duration was 240 seconds
Line 241: 18:58:51, 07 Aug. DSL Link Down: duration was 236 seconds
Line 306: 18:52:19, 07 Aug. DSL Link Down: duration was 270 seconds
Line 373: 18:45:26, 07 Aug. DSL Link Down: duration was 294 seconds
Line 449: 18:38:04, 07 Aug. DSL Link Down: duration was 260 seconds
Line 512: 18:31:16, 07 Aug. DSL Link Down: duration was 226 seconds
Line 579: 18:24:54, 07 Aug. DSL Link Down: duration was 224 seconds
Line 650: 18:18:40, 07 Aug. DSL Link Down: duration was 166 seconds
Line 713: 18:12:11, 07 Aug. DSL Link Down: duration was 253 seconds
Line 784: 18:05:30, 07 Aug. DSL Link Down: duration was 206 seconds
Line 848: 17:59:35, 07 Aug. DSL Link Down: duration was 246 seconds
Line 912: 17:53:03, 07 Aug. DSL Link Down: duration was 223 seconds
Line 985: 17:46:53, 07 Aug. DSL Link Down: duration was 220 seconds
Line 1049: 17:40:40, 07 Aug. DSL Link Down: duration was 207 seconds
Line 1117: 17:34:21, 07 Aug. DSL Link Down: duration was 209 seconds
Line 1185: 17:27:58, 07 Aug. DSL Link Down: duration was 232 seconds
Line 1253: 17:21:38, 07 Aug. DSL Link Down: duration was 232 seconds
Line 1330: 17:15:25, 07 Aug. DSL Link Down: duration was 272 seconds
Line 1400: 17:08:25, 07 Aug. DSL Link Down: duration was 251 seconds
Line 1465: 17:01:42, 07 Aug. DSL Link Down: duration was 214 seconds
Line 1541: 16:55:39, 07 Aug. DSL Link Down: duration was 207 seconds
Line 1610: 16:49:22, 07 Aug. DSL Link Down: duration was 258 seconds
Line 1677: 16:42:37, 07 Aug. DSL Link Down: duration was 249 seconds
Line 1752: 16:35:35, 07 Aug. DSL Link Down: duration was 226 seconds
Line 1822: 16:29:11, 07 Aug. DSL Link Down: duration was 257 seconds
Line 1895: 16:22:22, 07 Aug. DSL Link Down: duration was 76007 seconds

Line 2009: 19:13:06, 06 Aug. DSL Link Down: duration was 432 seconds
Line 2073: 19:03:25, 06 Aug. DSL Link Down: duration was 257 seconds
Line 2138: 18:55:41, 06 Aug. DSL Link Down: duration was 284 seconds
Line 2205: 18:48:30, 06 Aug. DSL Link Down: duration was 280 seconds
Line 2276: 18:41:21, 06 Aug. DSL Link Down: duration was 251 seconds
Line 2343: 18:34:33, 06 Aug. DSL Link Down: duration was 269 seconds
Line 2411: 18:27:33, 06 Aug. DSL Link Down: duration was 275 seconds
Line 2482: 18:20:30, 06 Aug. DSL Link Down: duration was 241 seconds
Line 2555: 18:13:49, 06 Aug. DSL Link Down: duration was 289 seconds
Line 2588: 18:06:36, 06 Aug. DSL Link Down: duration was 241 seconds
Line 2617: 18:00:08, 06 Aug. DSL Link Down: duration was 293 seconds
Line 2646: 17:52:47, 06 Aug. DSL Link Down: duration was 226 seconds
Line 2675: 17:46:35, 06 Aug. DSL Link Down: duration was 263 seconds
Line 2704: 17:39:38, 06 Aug. DSL Link Down: duration was 263 seconds
Line 2733: 17:32:48, 06 Aug. DSL Link Down: duration was 175 seconds
Line 2762: 17:26:23, 06 Aug. DSL Link Down: duration was 263 seconds
Line 2798: 17:19:14, 06 Aug. DSL Link Down: duration was 245 seconds
Line 2828: 17:12:17, 06 Aug. DSL Link Down: duration was 321 seconds
Line 2857: 17:04:28, 06 Aug. DSL Link Down: duration was 256 seconds
Line 2886: 16:57:20, 06 Aug. DSL Link Down: duration was 254 seconds
Line 2915: 16:50:17, 06 Aug. DSL Link Down: duration was 240 seconds
Line 2944: 16:43:37, 06 Aug. DSL Link Down: duration was 77951 seconds

Line 3071: 19:01:58, 05 Aug. DSL Link Down: duration was 302 seconds
Line 3100: 18:54:28, 05 Aug. DSL Link Down: duration was 396 seconds
Line 3222: 18:37:59, 05 Aug. DSL Link Down: duration was 266 seconds
Line 3251: 18:30:35, 05 Aug. DSL Link Down: duration was 268 seconds
Line 3392: 18:16:25, 05 Aug. DSL Link Down: duration was 273 seconds
Line 3421: 18:08:58, 05 Aug. DSL Link Down: duration was 284 seconds
Line 3461: 18:01:45, 05 Aug. DSL Link Down: duration was 271 seconds
Line 3490: 17:54:47, 05 Aug. DSL Link Down: duration was 287 seconds

Error message

19:05:22, 07 Aug. SIP WAN DOWN
19:05:21, 07 Aug. WAN Sensing Auto sensing Complete, interface selected
19:05:21, 07 Aug. WAN Sensing Auto sensing Running
19:05:21, 07 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
19:05:20, 07 Aug. PPP: Stopped PPP daemon(0,1,5)
19:05:20, 07 Aug. PPP LCP Send Termination Request (User request)
19:05:20, 07 Aug. PPP: IPCP down
19:05:20, 07 Aug. PPP: LCP down
19:05:20, 07 Aug. DSL Link Down: duration was 240 second

@gdp007 are you aware of someting happening around the house duing the time which isn't occuring at anyother time? Maybe the landline phone being used?

Dan

Re: Broadband irregularity

gdp007 — Mon, 08 Aug 2022 15:45:32 GMT

Its just gone 16:30 and the same problem has just started again.

Land line not being used.

Smart TV was on. But, even switched broadband is still dropping.

John, can you clarify were I can find the info. you are requesting?

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 15:46:35 GMT

Cheers @Dan_the_Van - I was going boss-eyed trying to read that - so there must be something disturbing the DSL connection during that time period, would you agree?

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 15:48:21 GMT

@gdp007 wrote:

John, can you clarify were I can find the info. you are requesting?

If you are using a Hub2 , from the Home page it is:

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Broadband irregularity

Dan_the_Van — Mon, 08 Aug 2022 15:53:49 GMT

@jab1 I would say so, maybe a QLT might an idea duing one of the down events so if the line is noisy.

Some DSL link up messages: -

Line 156: 19:07:57, 07 Aug. DSL Link Up: Down Rate=39970kbps, Up Rate=9995kbps; SNR Margin Down=20.3dB, Up=22.2dB
Line 229: 19:01:28, 07 Aug. DSL Link Up: Down Rate=39970kbps, Up Rate=9995kbps; SNR Margin Down=20.3dB, Up=22.8dB
Line 294: 18:55:03, 07 Aug. DSL Link Up: Down Rate=39970kbps, Up Rate=9995kbps; SNR Margin Down=20.1dB, Up=20.9dB
Line 361: 18:47:57, 07 Aug. DSL Link Up: Down Rate=39970kbps, Up Rate=9995kbps; SNR Margin Down=19.8dB, Up=20.6dB
Line 437: 18:40:40, 07 Aug. DSL Link Up: Down Rate=39970kbps, Up Rate=9995kbps; SNR Margin Down=20.3dB, Up=20.7dB

Dan

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 15:56:31 GMT

Cheers again, Dan. Those SNR figures look horrible for what I take to be a fairly top-notch 40/10 service, as well.

Re: Broadband irregularity

gdp007 — Mon, 08 Aug 2022 15:58:20 GMT

Attached info file.

I'm going to leave replies for a while as broadband is going up and down. if the pattern follows as before it won't stop until at least 19:00.

Re: Broadband irregularity

RealAleMadrid — Mon, 08 Aug 2022 16:03:29 GMT

@jab1 They are actually excellent SNRM figures (high is good ) for a 40/10 service on what must be a fairly short line to the cabinet so it should be a rock solid connection. There must be some unknown interference if it is dropping at regular times each day.

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 16:05:42 GMT

@gdp007 That data file only shows one thing that concerns me - your D/S noise margin. If it is that high, something (probably the DSL drops is upsetting the DLM), but we need to find the reason for the drops.

Also, it is very much easier for those trying to help if you provide screen shots rather than .csv or .txt files.

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 16:07:09 GMT

@RealAleMadrid - OK

Re: Broadband irregularity

gdp007 — Mon, 08 Aug 2022 17:44:01 GMT

Just the 2 hours tonight..... broadband at the moment appears to be stable from about 18:30.

Apologies to whom it may concern with regards to my adding the ticket details to a previous post. As an irregular 'poster' I wasn't aware of this. I wrongly interpreted the information that was requested.

I live on the top floor of a block of flats which consist of 3 storeys. While broadband was down I saw one of my neighbours on the first floor. They have been experiencing exactly the same problem. I'm not 100% sure but I think they have BT as their provider.

So, what does that suggest?

Is somebody using something at that particular time? Is something being automatically switched on at a particular time? is it something internal or external?

How on earth can it be proven?

Gary

Re: Broadband irregularity

jab1 — Mon, 08 Aug 2022 17:52:36 GMT

@gdp007 No problem with the misinterpretation of the request - actually, that added detail may come in useful. We got there in the end, anyway.

It certainly looks like something which is not properly wired/connected is being used at that time. It doesn't matter who your neighbours ISP is - 99% of ADSL/FTTC connections use the BT network, and even if they didn't this would most likely still affect them.

Finding and proving the culprit could be very difficult though - no-one is going to monitor things that closely on the off-chance it might happen.

Re: Broadband irregularity

gdp007 — Tue, 09 Aug 2022 05:48:57 GMT

Because of the current regularity of problem it does suggest something being switched on and off. As you quite rightly say trying to find and prove it is another thing.

I did find an article which mention a term REIN which i believe is about electrical interference. In the article it did mention about using an am/mw radio positioned near the hub and tuned in to a specfic wavelength. In normal operation it would emit a crackling sound but when interference was detected it would emit a high pitch sound. Way beyond my knowledge.

It looks as though at the moment I will have to continue to monitor and see if the current trend continues.

Thanks for everyones replies in response to my initial question.

Re: Broadband irregularity

Dan_the_Van — Tue, 09 Aug 2022 07:09:54 GMT

It is not a nice situation to be in! Once for me a gas boiler caused this issue a relay was creating a noise spike everytime the gas was ignited.

During the drop events have you checked to see if there is any noise on your landline phone dial 17070 Option 2

The log file you attached showed the DSL Link Down events on these dates

19 July start 15:45 end 18:06

28 July start 17:45 end 18:18

5, 6 7 Aug duing the times already posted.

Regarding REIN do you have a Openreach 5c master socket with a MK4 faceplate? The MK4 faceplate is supposed to have a RF filter built in.

Another feature of the 5c is the connection between the test socket and the faceplate can become loose and the faceplate needs to be reseated to make a good connection.

HTH