topic Broadband problems past few days - disconnections, slow speed in Broadband

Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 10:04:44 GMT

Hello,

I'm having problems over the past few days with disconnections and slow speed with my ADSL broadband.

Nothing has changed this end physically. Sometimes the phone has crackling but sometimes not.

Is there anyone from plusnet that can check my line for me please?

Thanks.

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 10:07:31 GMT

@Okay If you hear noise on the phone - report a phone fault via: https://www.plus.net/help/report-a-problem/

Re: Broadband problems past few days - disconnections, slow speed

willcutforth — Fri, 05 Apr 2024 10:35:40 GMT

Phone line is testing fine and no obvious faults. Please can you confirm what checks have been done?

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 10:46:38 GMT

@Okay Which router are you using, please?

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 10:46:46 GMT

Thanks for checking the line. Crackling is generally not bad, just maybe a burst of it if you listen for a while. Earlier while the modem was doing one of it's reconnects, I picked up the phone to check and if was very noisy then went away.

This is the only checks I have done, wanted to see if there was a problem with the line or at plusnet first as that has always been the case in the past.

I will plug the modem/router in the main socket next which means using wi-fi as it's in a different room. I normally use ethernet cable only. Will see how it goes for the rest of the day.

Thanks.

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 10:48:13 GMT

Hello john, I'm using a tp-link VR600 V3 with latest firmware.

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 11:04:28 GMT

Does that give any useful statistics - I'm not familiar with it? Your DSL uptime and noise margins would be a start.

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 11:31:08 GMT

Does this help?

SNR Margin (dB)

9.1

Line Attenuation (dB)

22.9

42.3

I'm now plugged into the master socket but not behind the plate as I don't have the right cable for that, or I can't find one so far. My master socket has separate phone and DSL sockets so I don't have to use filters.

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 11:38:41 GMT

Your SNR figures look OK, so that's one query out of the way. Is it possible to post the whole of the page you extracted that from - obscuring any private data?

Yo don't have a rats-tail filter hiding away then?

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 11:53:50 GMT

Keeps disconnecting still by the way even though in main socket.

More router stats:

Line Status:    Connected
DSL Up Time:    0 days 0 hours 2 minutes
DSL Modulation Type:    ADSL_2plus
Annex Type:    Annex auto

	Upstream	Downstream
Current Rate (kbps)	888	9593
Max Rate (kbps)	888	10976
SNR Margin (dB)	10.3	6.1
Line Attenuation (dB)	23	42.5
Errors (pkts)	0	2

If there's anything specific you want me to check I'll see if I can find it.

I don't have any filters after the main socket at all.

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 11:56:16 GMT

Thanks for that. Can you post the event log please - something is not right here.

Re: Broadband problems past few days - disconnections, slow speed

Dan_the_Van — Fri, 05 Apr 2024 11:57:38 GMT

@Okay

Crackling is generally not bad, just maybe a burst of it if you listen for a while

Any crackling on the line will disrupt the DSL connection, unless there is an obvious high resistant connector on your line, testing won't find it.

The Master socket face plate can be a cause of noise if it's poorly seated.

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 12:35:59 GMT

I cleared the log and set it to debug mode and just left it for a while without using web browser or anything else.

I removed the local IP address:

2024-04-05 13:15:36 [5] Httpd: Clear log.
2024-04-05 13:21:21 [5] System: DSL Link Down
2024-04-05 13:21:23 [6] PPP: Terminating on signal 15
2024-04-05 13:21:23 [6] PPP: Connect time 37.8 minutes.
2024-04-05 13:21:23 [6] PPP: Sent 587490 bytes, received 2425350 bytes.
2024-04-05 13:21:26 [5] System: DSL Training
2024-04-05 13:21:27 [6] PPP: Terminating on signal 15
2024-04-05 13:21:30 [5] PPP: Connection terminated.
2024-04-05 13:21:30 [5] PPP: Release PPP unit success
2024-04-05 13:21:30 [5] PPP: Modem hangup
2024-04-05 13:21:36 [5] System: DSL Link Down
2024-04-05 13:21:40 [5] System: DSL Training
2024-04-05 13:21:50 [5] System: DSL Link Down
2024-04-05 13:21:55 [5] System: DSL Training
2024-04-05 13:22:14 [5] System: DSL Link Down
2024-04-05 13:22:18 [5] System: DSL Training
2024-04-05 13:22:37 [5] System: DSL Link Up us/ds 216/9567 kbps Type ATM Annex A
2024-04-05 13:22:38 [6] PPP: PPPoATM pppoa_init
2024-04-05 13:22:38 [6] PPP: PPPoATM setdevname_pppoatm - SUCCESS:0.38
2024-04-05 13:22:38 [6] PPP: Using interface ppp1
2024-04-05 13:22:38 [5] PPP: Connect: ppp1 <--> 0.38
2024-04-05 13:22:44 [6] PPP: CHAP authentication succeeded
2024-04-05 13:22:44 [5] PPP: CHAP authentication succeeded
2024-04-05 13:22:45 [5] PPP: local IP address
2024-04-05 13:22:45 [5] PPP: remote IP address 195.166.130.249
2024-04-05 13:22:45 [5] PPP: primary DNS address 212.159.13.49
2024-04-05 13:22:45 [5] PPP: secondary DNS address 212.159.6.9
2024-04-05 13:25:21 [5] System: DSL Link Down
2024-04-05 13:25:21 [6] PPP: Terminating on signal 15
2024-04-05 13:25:21 [6] PPP: Connect time 2.7 minutes.
2024-04-05 13:25:21 [6] PPP: Sent 9908 bytes, received 17081 bytes.
2024-04-05 13:25:25 [6] PPP: Terminating on signal 15
2024-04-05 13:25:25 [5] System: DSL Training
2024-04-05 13:25:27 [5] PPP: Connection terminated.
2024-04-05 13:25:27 [5] PPP: Release PPP unit success
2024-04-05 13:25:27 [5] PPP: Modem hangup
2024-04-05 13:25:44 [5] System: DSL Link Down
2024-04-05 13:25:49 [5] System: DSL Training
2024-04-05 13:26:07 [5] System: DSL Link Up us/ds 888/9578 kbps Type ATM Annex A
2024-04-05 13:26:10 [6] PPP: PPPoATM pppoa_init
2024-04-05 13:26:10 [6] PPP: PPPoATM setdevname_pppoatm - SUCCESS:0.38
2024-04-05 13:26:10 [6] PPP: Using interface ppp1
2024-04-05 13:26:10 [5] PPP: Connect: ppp1 <--> 0.38
2024-04-05 13:26:12 [5] System: DSL Link Down
2024-04-05 13:26:16 [6] PPP: Terminating on signal 15
2024-04-05 13:26:16 [5] System: DSL Training
2024-04-05 13:26:20 [6] PPP: Terminating on signal 15
2024-04-05 13:26:22 [5] PPP: Connection terminated.
2024-04-05 13:26:22 [5] PPP: Release PPP unit success
2024-04-05 13:26:22 [5] PPP: Modem hangup
2024-04-05 13:26:35 [5] System: DSL Link Down
2024-04-05 13:26:40 [5] System: DSL Training
2024-04-05 13:26:58 [5] System: DSL Link Up us/ds 888/9597 kbps Type ATM Annex A
2024-04-05 13:26:59 [6] PPP: PPPoATM pppoa_init
2024-04-05 13:26:59 [6] PPP: PPPoATM setdevname_pppoatm - SUCCESS:0.38
2024-04-05 13:26:59 [6] PPP: Using interface ppp1
2024-04-05 13:26:59 [5] PPP: Connect: ppp1 <--> 0.38
2024-04-05 13:27:03 [5] System: DSL Link Down
2024-04-05 13:27:04 [6] PPP: Terminating on signal 15
2024-04-05 13:27:07 [5] System: DSL Training
2024-04-05 13:27:08 [6] PPP: Terminating on signal 15
2024-04-05 13:27:10 [5] PPP: Connection terminated.
2024-04-05 13:27:11 [5] PPP: Release PPP unit success
2024-04-05 13:27:11 [5] PPP: Modem hangup
2024-04-05 13:27:26 [5] System: DSL Link Down
2024-04-05 13:27:31 [5] System: DSL Training
2024-04-05 13:27:49 [5] System: DSL Link Up us/ds 256/9615 kbps Type ATM Annex A
2024-04-05 13:27:53 [6] PPP: PPPoATM pppoa_init
2024-04-05 13:27:53 [6] PPP: PPPoATM setdevname_pppoatm - SUCCESS:0.38
2024-04-05 13:27:53 [6] PPP: Using interface ppp1
2024-04-05 13:27:53 [5] PPP: Connect: ppp1 <--> 0.38
2024-04-05 13:27:54 [5] System: DSL Link Down
2024-04-05 13:27:58 [6] PPP: Terminating on signal 15
2024-04-05 13:27:59 [5] System: DSL Training
2024-04-05 13:28:02 [6] PPP: Terminating on signal 15
2024-04-05 13:28:04 [5] PPP: Connection terminated.
2024-04-05 13:28:05 [5] PPP: Release PPP unit success
2024-04-05 13:28:05 [5] PPP: Modem hangup
2024-04-05 13:28:09 [5] System: DSL Link Down
2024-04-05 13:28:13 [5] System: DSL Training
2024-04-05 13:28:32 [5] System: DSL Link Down
2024-04-05 13:28:37 [5] System: DSL Training
2024-04-05 13:28:55 [5] System: DSL Link Up us/ds 888/9578 kbps Type ATM Annex A
2024-04-05 13:28:57 [6] PPP: PPPoATM pppoa_init
2024-04-05 13:28:57 [6] PPP: PPPoATM setdevname_pppoatm - SUCCESS:0.38
2024-04-05 13:28:58 [6] PPP: Using interface ppp1
2024-04-05 13:28:58 [5] PPP: Connect: ppp1 <--> 0.38
2024-04-05 13:28:58 [6] PPP: CHAP authentication succeeded
2024-04-05 13:28:58 [5] PPP: CHAP authentication succeeded
2024-04-05 13:28:58 [5] PPP: local IP address
2024-04-05 13:28:58 [5] PPP: remote IP address 195.166.130.254
2024-04-05 13:28:58 [5] PPP: primary DNS address 212.159.13.49
2024-04-05 13:28:58 [5] PPP: secondary DNS address 212.159.6.9

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 12:47:57 GMT

OK, @Okay - It is fairly obvious from that there is a major problem somewhere. As @Dan_the_Van says, it could be your Master socket, but unless it is in a vulnerable location and gets knocked, I would be inclined to query that - personally. I suggest you check it is properly seated, just to make sure, but I am leaning towards something outside your environment being not right - that many xDSL drops in a short time is not acceptable.

Re: Broadband problems past few days - disconnections, slow speed

Okay — Fri, 05 Apr 2024 13:22:27 GMT

Thank you John, I can't see anything obviously wrong with the master socket. The wires seem to be inserted firmly. It's not in a place that get's touched anyway.

What should I do now do you think?

Thanks.

Re: Broadband problems past few days - disconnections, slow speed

jab1 — Fri, 05 Apr 2024 13:24:24 GMT

Use this link to report a broadband fault: https://www.plus.net/help/report-a-problem/ and let us know the response.

Re: Broadband problems past few days - disconnections, slow speed

csmith94 — Sat, 06 Apr 2024 10:12:41 GMT

Good Morning @Okay, I've ran another test today on your line which isn't picking up a fault on there. Your line is pretty unstable though so I've made some changes to your line to stabilize this further. Give it this a couple of days for the changes to come into affect and see if the connection drops improve at all. If not, just let us know.

Re: Broadband problems past few days - disconnections, slow speed

Okay — Sat, 06 Apr 2024 10:53:14 GMT

Thanks very much.

Things turned to normal for several hours last night but the logs showed it had several disconnects during the night and there have been some this morning.

I'll reset the logs and get back in a few days.

Thanks for your help.