topic Re: Connection keeps dropping in Broadband

Connection keeps dropping

ghamilton123 — Thu, 12 Oct 2023 16:54:31 GMT

Connection keeps dropping, seems to be seemingly random aswell

17:44:12, 12 Oct. PPP: Sending PADI
17:44:07, 12 Oct. PPP: Sending PADI
17:44:02, 12 Oct. PPP: Sending PADI
17:43:59, 12 Oct. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=12.9dB, Up=8.4dB
17:43:57, 12 Oct. PPP: Sending PADI
17:43:52, 12 Oct. PPP: Starting PPP daemon
17:43:51, 12 Oct. WAN Auto-sensing detected port DSL WAN
17:42:24, 12 Oct. Receive a DHCP request
17:42:24, 12 Oct. Receive a DHCP request
17:42:24, 12 Oct. SIP WAN DOWN
17:42:23, 12 Oct. WAN Sensing Auto sensing Complete, interface selected
17:42:23, 12 Oct. WAN Sensing Auto sensing Running
17:42:22, 12 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
17:42:21, 12 Oct. PPP: Stopped PPP daemon(0,1,5)
17:42:21, 12 Oct. PPP LCP Send Termination Request (User request)
17:42:21, 12 Oct. PPP: IPCP down
17:42:21, 12 Oct. PPP: LCP down
17:42:21, 12 Oct. DSL Link Down: duration was 338725 seconds

Been happening randomly throughout the month and a half

Re: Connection keeps dropping

jab1 — Thu, 12 Oct 2023 17:01:00 GMT

@ghamilton123

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

The above assumes you still have 'normal' landline connection - if you have a SOGEA (internet only) one, just use the second link to report a network issue.

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 14:32:06 GMT

Had a engineer out today, they're just replacing the router, I have a family member that works with Openreach thinking its been a dodgy extension install job, due to the master socket looking like its been moved from the living room into the hall, the disconnects are inconsistent, I can go a week without a disconnect, then maybe 2 days, I guess we just wait and see once the new router arrives, but I feel like if it was a faulty router, the disconnects would happen more frequently?

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 14:36:44 GMT

Oh dear - the usual 'blame the Hub, because I can't be bothered to do my job' response we hear all too often. I would be extremely amazed if a new Hub solves this.

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 14:40:27 GMT

A bit surprised myself, he wasn't even in for 10 minutes and was out after "ordering a new hub", I told him what I suspected, Plusnet on the phone also noted what I told them about the master socket extension, but still went and blamed the hub, realistically as well I've only been moved in for not even 2 months, so I would doubt that a new hub has developed a fault that fast, unless its came like that from the factory, all I know is he ran a line test which showed nothing, then was like "new hub it is"

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 14:41:55 GMT

Be prepared to re-report the issue.

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 14:52:49 GMT

Been told to verify that hes actually ordered a new router by calling them, the email I received basically said the fault was a master socket repair, and he didn't even look at it should I bring that up aswell?

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 14:58:05 GMT

I would give PN a call and actually reschedule a proper engineer. Thinking about it, OR engineers don't usually 'order a replacement Hub, although they may suggest one is supplied, in their report.

If it was claimed to be a socket repair, and he didn't even look at said socket, then a complaint is in order.

Re: Connection keeps dropping

Dan_the_Van — Fri, 13 Oct 2023 15:21:16 GMT

@jab1

I'm sort of wondering if it was someone from QubeGB rather than Openreach.

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 15:22:54 GMT

@Dan_the_Van Possible - but we would need the OP to confirm.

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 15:35:07 GMT

Not entirely too sure, had a text saying openreach, called PN they said the tickets on a monitoring period on the scale of the dropouts and they cant see the router being ordered

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 15:40:45 GMT

Looking back at your original post, I would expect it to be an OR engineer, but if he did as little as you say, he was not very good (to be polite), and I would still push for a second one.

Out of interest, how has the connection behaved since your original post? Do you have a Hub1 or Hub2?

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 15:53:03 GMT

I believe its a Hub2, I only moved in and joined plusnet end of august from the 1st post, its been intermittent since its been activated, theres been no disconnects yet, but it can go a week+ without disconnecting then it disconnects

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 16:00:15 GMT

OK. It will be a Hub2. Are you able to export the log in .csv format, and post it here?

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 16:03:23 GMT

Heres the log I got last night after it disconnected

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 16:12:50 GMT

So, according to that, the DSL had been up for four days? The other disconnections are on your internal network, which neither OR or PN have any control over.

Re: Connection keeps dropping

Dan_the_Van — Fri, 13 Oct 2023 16:13:04 GMT

Not what I call a stable connection

17:42:21, 12 Oct. DSL Link Down: duration was 338725 seconds
19:34:44, 08 Oct. DSL Link Down: duration was 793792 seconds
15:03:26, 29 Sep. DSL Link Down: duration was 61591 seconds
21:55:27, 28 Sep. DSL Link Down: duration was 194383 seconds
15:54:17, 26 Sep. DSL Link Down: duration was 245981 seconds
19:31:37, 23 Sep. DSL Link Down: duration was 25 seconds
19:22:46, 23 Sep. DSL Link Down: duration was 4886 seconds
17:59:52, 23 Sep. DSL Link Down: duration was 139673 seconds
03:10:02, 22 Sep. DSL Link Down: duration was 98306 seconds
23:50:08, 20 Sep. DSL Link Down: duration was 2066 seconds
23:14:16, 20 Sep. DSL Link Down: duration was 171683 seconds
23:31:26, 18 Sep. DSL Link Down: duration was 201409 seconds
15:33:10, 16 Sep. DSL Link Down: duration was 67389 seconds
20:48:33, 15 Sep. DSL Link Down: duration was 1157 seconds
20:27:47, 15 Sep. DSL Link Down: duration was 90932 seconds
16:17:47, 09 Sep. DSL Link Down: duration was 821144 seconds
04:10:19, 31 Aug. DSL Link Down: duration was 92474 seconds
02:27:36, 30 Aug. DSL Link Down: duration was 123904 seconds
05:07:08, 28 Aug. DSL Link Down: duration was 149849 seconds
20:32:28, 25 Aug. DSL Link Down: duration was 13316 seconds

Re: Connection keeps dropping

jab1 — Fri, 13 Oct 2023 16:15:06 GMT

@Dan_the_Van Thanks for the 'extraction', and I totally agree. There is something going off with the external connection.

Re: Connection keeps dropping

ghamilton123 — Fri, 13 Oct 2023 16:17:16 GMT

I do believe its the installation of the mastersocket extension causing it, but its been put under the carpet and floor boards, so the mastersocket would need to be replaced I am assuming if it is that

Re: Connection keeps dropping

ghamilton123 — Sun, 15 Oct 2023 14:01:46 GMT

Went down again at 1 am this morning, they told me not to call because ill be on a monitoring period and they'd call me