topic Re: Losing patience with intermittent internet disconnections on-going 6 months+ in Broadband

Losing patience with intermittent internet disconnections on-going 6 months+

smoothpainting — Thu, 11 Aug 2022 19:58:09 GMT

I've been having intermittent internet disconnections on-going for over 6 months. Various OR Engineers over the period have been and tested the line and found no fault. However the stats below taken with my Draytek Vigor 130 connected to the test socket show differing SNR / Sync Rates and CRC errors. The sync rate can vary wildly between 70mbps and 10 mbps!

I've setup monitoring scripts to capture stats as this is getting so frustrating. My connection has dropped 7 times today as reported on my ELK logging solution and impacting my ability to WFH. I'm now lost where to go next and grateful for any guidance as this is no longer an acceptable level of service.

11/08/2022 00:00:01 > show adsl ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) ----------- Running Mode : 17A State : SHOWTIME DS Actual Rate : 66997000 bps US Actual Rate : 15629000 bps DS Attainable Rate : 43794992 bps US Attainable Rate : 15629000 bps DS Path Mode : Fast US Path Mode : Fast DS Interleave Depth : 1 US Interleave Depth : 1 NE Current Attenuation : 17 dB Cur SNR Margin : 1 dB DS actual PSD : 7. 6 dB US actual PSD : 14. 8 dB NE CRC Count : 67 FE CRC Count : 15788 NE ES Count : 14 FE ES Count : 2809 Xdsl Reset Times : 0 Xdsl Link Times : 1 ITU Version[0] : fe004452 ITU Version[1] : 41590000 VDSL Firmware Version : 05-07-06-0D-01-07 [with Vectoring support] Power Management Mode : DSL_G997_PMS_L0 Test Mode : DISABLE -------------------------------- ATU-C Info --------------------------------- Far Current Attenuation : 22 dB Far SNR Margin : 6 dB CO ITU Version[0] : b5004244 CO ITU Version[1] : 434dc190 DSLAM CHIPSET VENDOR : < BDCM > > quitConnection closed by foreign host. 11/08/2022 06:00:01 > show adsl ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) ----------- Running Mode : 17A State : SHOWTIME DS Actual Rate : 66997000 bps US Actual Rate : 16412000 bps DS Attainable Rate : 74233812 bps US Attainable Rate : 16411000 bps DS Path Mode : Fast US Path Mode : Fast DS Interleave Depth : 1 US Interleave Depth : 1 NE Current Attenuation : 18 dB Cur SNR Margin : 7 dB DS actual PSD : 7. 4 dB US actual PSD : 12. 9 dB NE CRC Count : 0 FE CRC Count : 15789 NE ES Count : 0 FE ES Count : 2810 Xdsl Reset Times : 0 Xdsl Link Times : 2 ITU Version[0] : fe004452 ITU Version[1] : 41590000 VDSL Firmware Version : 05-07-06-0D-01-07 [with Vectoring support] Power Management Mode : DSL_G997_PMS_L0 Test Mode : DISABLE -------------------------------- ATU-C Info --------------------------------- Far Current Attenuation : 22 dB Far SNR Margin : 5 dB CO ITU Version[0] : b5004244 CO ITU Version[1] : 434dc190 DSLAM CHIPSET VENDOR : < BDCM > > quitConnection closed by foreign host. 11/08/2022 12:00:01 > show adsl ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) ----------- Running Mode : 17A State : SHOWTIME DS Actual Rate : 10371000 bps US Actual Rate : 13928000 bps DS Attainable Rate : 16850456 bps US Attainable Rate : 17981000 bps DS Path Mode : Fast US Path Mode : Fast DS Interleave Depth : 1 US Interleave Depth : 1 NE Current Attenuation : 18 dB Cur SNR Margin : 9 dB DS actual PSD : 7. 6 dB US actual PSD : 11. 4 dB NE CRC Count : 0 FE CRC Count : 16260 NE ES Count : 0 FE ES Count : 2920 Xdsl Reset Times : 0 Xdsl Link Times : 9 ITU Version[0] : fe004452 ITU Version[1] : 41590000 VDSL Firmware Version : 05-07-06-0D-01-07 [with Vectoring support] Power Management Mode : DSL_G997_PMS_L0 Test Mode : DISABLE -------------------------------- ATU-C Info --------------------------------- Far Current Attenuation : 23 dB Far SNR Margin : 6 dB CO ITU Version[0] : b5004244 CO ITU Version[1] : 434dc190 DSLAM CHIPSET VENDOR : < BDCM > > quitConnection closed by foreign host. 11/08/2022 18:00:01 > show adsl ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) ----------- Running Mode : 17A State : SHOWTIME DS Actual Rate : 10371000 bps US Actual Rate : 13928000 bps DS Attainable Rate : 15746888 bps US Attainable Rate : 18234000 bps DS Path Mode : Fast US Path Mode : Fast DS Interleave Depth : 1 US Interleave Depth : 1 NE Current Attenuation : 18 dB Cur SNR Margin : 9 dB DS actual PSD : 7. 6 dB US actual PSD : 13. 0 dB NE CRC Count : 398 FE CRC Count : 21937 NE ES Count : 112 FE ES Count : 4143 Xdsl Reset Times : 0 Xdsl Link Times : 9 ITU Version[0] : fe004452 ITU Version[1] : 41590000 VDSL Firmware Version : 05-07-06-0D-01-07 [with Vectoring support] Power Management Mode : DSL_G997_PMS_L0 Test Mode : DISABLE -------------------------------- ATU-C Info --------------------------------- Far Current Attenuation : 23 dB Far SNR Margin : 6 dB CO ITU Version[0] : b5004244 CO ITU Version[1] : 434dc190 DSLAM CHIPSET VENDOR : < BDCM > > quitConnection closed by foreign host.

Re: Losing patience with intermittent internet disconnections on-going 6 months+

smoothpainting — Sat, 13 Aug 2022 08:30:52 GMT

Update on this, I managed to convince tech support to send a new Plusnet Hub Two as I’ve been a loyal customer for 5+ years. After initialisation and firmware update I switched it to bridged mode which works superbly with my Ubiquiti Edgerouter.

Intial feedback is the upload sync rate has definitely improved and will monitor for the next fortnight. Hoping download sync rate will improve with time.

DSL Link Up: Down Rate=66999kbps, Up Rate=19062kbps; SNR Margin Down=8.3dB, Up=6.0dB

Maximum data rate:19.066 Mbps / 77.255 Mbps
Noise margin:5.9 / 8.3
Line attenuation:9.0 / 17.7
Signal attenuation:9.0 / 19.1

Re: Losing patience with intermittent internet disconnections on-going 6 months+

smoothpainting — Sat, 13 Aug 2022 10:17:04 GMT

Looks like I spoke to soon, a flurry of disconnects this morning with ERROR_NO_CARRIER and SNR margin down dropped to 0.2dB.

I also carried out a quiet line test and no obvious noise on the line.

P.S. Would be awesome if the Plusnet Hub Two could detect the correct time in bridged mode.

13:54:49, 01 Oct. DSL Link Up: Down Rate=50514kbps, Up Rate=19526kbps; SNR Margin Down=6.2dB, Up=6.0dB 13:54:42, 01 Oct. WAN connection WAN2_INTERNET_PTM connected 13:54:41, 01 Oct. WAN Auto-sensing detected port DSL WAN 13:54:16, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 13:54:16, 01 Oct. DSL Link Down: duration was 132 seconds 13:52:12, 01 Oct. DSL Link Up: Down Rate=66999kbps, Up Rate=18796kbps; SNR Margin Down=8.0dB, Up=6.0dB 13:52:05, 01 Oct. WAN connection WAN2_INTERNET_PTM connected 13:52:04, 01 Oct. WAN Auto-sensing detected port DSL WAN 13:51:22, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 13:51:22, 01 Oct. DSL Link Down: duration was 89 seconds 13:50:01, 01 Oct. DSL Link Up: Down Rate=17545kbps, Up Rate=11182kbps; SNR Margin Down=3.9dB, Up=5.9dB 13:49:54, 01 Oct. WAN connection WAN2_INTERNET_PTM connected 13:49:53, 01 Oct. WAN Auto-sensing detected port DSL WAN 13:49:28, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 13:49:28, 01 Oct. DSL Link Down: duration was 44 seconds 13:48:52, 01 Oct. DSL Link Up: Down Rate=48725kbps, Up Rate=18272kbps; SNR Margin Down=0.2dB, Up=6.0dB 13:48:45, 01 Oct. WAN connection WAN2_INTERNET_PTM connected 13:48:44, 01 Oct. WAN Auto-sensing detected port DSL WAN 13:48:14, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER] 13:48:14, 01 Oct. DSL Link Down: duration was 49659 seconds 00:00:43, 01 Oct. DSL Link Up: Down Rate=66999kbps, Up Rate=19062kbps; SNR Margin Down=8.3dB, Up=6.0dB

Re: Losing patience with intermittent internet disconnections on-going 6 months+

Gandalf — Tue, 16 Aug 2022 13:27:40 GMT

Hi there,

I'm sorry for the issues you're having with your connection.

I can see we've arranged for an engineer to visit you and investigate further.

Let me know how you get on.

Re: Losing patience with intermittent internet disconnections on-going 6 months+

smoothpainting — Sat, 03 Sep 2022 08:32:48 GMT

OR Engineer visited and after some persuasion changed my port in the cabinet which has resulted in no disconnects in the last week.

All I need now is a DLM reset please as the downstream sync rate won’t go above 66.99 mbps.

DSL Link Up: Down Rate=66999kbps, Up Rate=16736kbps; SNR Margin Down=7.9dB, Up=5.9dB

Re: Losing patience with intermittent internet disconnections on-going 6 months+

Gandalf — Sat, 03 Sep 2022 12:42:25 GMT

Excellent. I've done a DLM reset for you now. It can take up to 24 hours to go through.