Frequent disconnections!!

agnieszkaStac — Thu, 07 Oct 2021 11:24:39 GMT

Hi,

Ive recently moved to Plusnet, and I experience disconnections on daily basis, few times each day, which is pretty annoying for someone who works from home and is often on calls over wifi...Please find a screenshot of the setup.

Re: Frequent disconnections!!

jab1 — Thu, 07 Oct 2021 11:28:31 GMT

Nothing obvious in that - could you post the output from the WAN tab of the Event log?

Re: Frequent disconnections!!

agnieszkaStac — Thu, 07 Oct 2021 11:34:11 GMT

10:29:54, 07 Oct.	(573995.640000) WAN operating mode is VDSL
10:29:54, 07 Oct.	(573995.640000) Last WAN operating mode was VDSL
10:29:52, 07 Oct.	(573994.000000) PPP IPCP Receive Configuration ACK
10:29:52, 07 Oct.	(573994.000000) PPP IPCP Send Configuration Request
10:29:52, 07 Oct.	(573993.990000) PPP IPCP Receive Configuration NAK
10:29:52, 07 Oct.	(573993.980000) PPP IPCP Send Configuration ACK
10:29:52, 07 Oct.	(573993.980000) PPP IPCP Receive Configuration Request
10:29:52, 07 Oct.	(573993.700000) PPP IPCP Send Configuration Request
10:29:50, 07 Oct.	(573992.250000) PPPoE is up - Down Rate=57363Kbps, Up Rate=19978Kbps; SNR Margin Down=8.9dB, Up=9.4dB
10:29:50, 07 Oct.	(573992.230000) CHAP authentication successful
10:29:50, 07 Oct.	(573992.200000) CHAP Receive Challenge
10:29:50, 07 Oct.	(573992.200000) Starting CHAP authentication with peer
10:29:50, 07 Oct.	(573992.190000) PPP LCP Receive Configuration ACK
10:29:50, 07 Oct.	(573992.190000) PPP LCP Send Configuration Request
10:29:50, 07 Oct.	(573992.180000) PPP LCP Receive Configuration Reject
10:29:50, 07 Oct.	(573992.180000) PPP LCP Send Configuration ACK
10:29:50, 07 Oct.	(573992.180000) PPP LCP Receive Configuration Request
10:29:50, 07 Oct.	(573992.170000) PPP LCP Send Configuration Request
10:28:58, 07 Oct.	(573939.970000) PTM over DSL is up
10:28:22, 07 Oct.	(573904.100000) PTM over DSL is down after 333 minutes uptime
10:28:22, 07 Oct.	(573904.090000) PPPoE is down after 332 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
10:28:19, 07 Oct.	(573901.100000) PPP LCP Send Termination Request [User request]
04:55:40, 07 Oct.	(553941.700000) WAN operating mode is VDSL
04:55:40, 07 Oct.	(553941.700000) Last WAN operating mode was VDSL
04:55:38, 07 Oct.	(553940.080000) PPP IPCP Receive Configuration ACK
04:55:38, 07 Oct.	(553940.070000) PPP IPCP Send Configuration Request
04:55:38, 07 Oct.	(553940.060000) PPP IPCP Receive Configuration NAK
04:55:38, 07 Oct.	(553940.060000) PPP IPCP Send Configuration ACK
04:55:38, 07 Oct.	(553940.060000) PPP IPCP Receive Configuration Request
04:55:38, 07 Oct.	(553940.060000) PPP IPCP Send Configuration Request
04:55:37, 07 Oct.	(553938.610000) PPPoE is up - Down Rate=57363Kbps, Up Rate=19978Kbps; SNR Margin Down=9.0dB, Up=9.8dB
04:55:36, 07 Oct.	(553938.600000) CHAP authentication successful
04:55:36, 07 Oct.	(553938.560000) CHAP Receive Challenge
04:55:36, 07 Oct.	(553938.560000) Starting CHAP authentication with peer
04:55:36, 07 Oct.	(553938.550000) PPP LCP Receive Configuration ACK
04:55:36, 07 Oct.	(553938.550000) PPP LCP Send Configuration Request
04:55:36, 07 Oct.	(553938.550000) PPP LCP Receive Configuration Reject
04:55:36, 07 Oct.	(553938.550000) PPP LCP Send Configuration ACK
04:55:36, 07 Oct.	(553938.540000) PPP LCP Receive Configuration Request
04:55:36, 07 Oct.	(553938.540000) PPP LCP Send Configuration Request
04:54:46, 07 Oct.	(553888.440000) PTM over DSL is up
04:54:10, 07 Oct.	(553852.330000) PTM over DSL is down after 164 minutes uptime
04:54:10, 07 Oct.	(553852.320000) PPPoE is down after 163 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
04:54:07, 07 Oct.	(553849.110000) PPP LCP Send Termination Request [User request]
02:10:27, 07 Oct.	(544029.000000) WAN operating mode is VDSL
02:10:27, 07 Oct.	(544029.000000) Last WAN operating mode was VDSL
02:10:25, 07 Oct.	(544027.490000) PPP IPCP Receive Configuration ACK
02:10:25, 07 Oct.	(544027.490000) PPP IPCP Send Configuration Request
02:10:25, 07 Oct.	(544027.480000) PPP IPCP Receive Configuration NAK
02:10:25, 07 Oct.	(544027.480000) PPP IPCP Send Configuration ACK
02:10:25, 07 Oct.	(544027.470000) PPP IPCP Receive Configuration Request
02:10:25, 07 Oct.	(544027.210000) PPP IPCP Send Configuration Request
02:10:24, 07 Oct.	(544025.870000) PPPoE is up - Down Rate=57363Kbps, Up Rate=19999Kbps; SNR Margin Down=8.9dB, Up=15.3dB
02:10:24, 07 Oct.	(544025.850000) CHAP authentication successful
02:10:24, 07 Oct.	(544025.810000) CHAP Receive Challenge
02:10:24, 07 Oct.	(544025.810000) Starting CHAP authentication with peer
02:10:24, 07 Oct.	(544025.810000) PPP LCP Receive Configuration ACK
02:10:24, 07 Oct.	(544025.800000) PPP LCP Send Configuration Request
02:10:24, 07 Oct.	(544025.800000) PPP LCP Receive Configuration Reject
02:10:24, 07 Oct.	(544025.800000) PPP LCP Send Configuration ACK
02:10:24, 07 Oct.	(544025.790000) PPP LCP Receive Configuration Request
02:10:24, 07 Oct.	(544025.790000) PPP LCP Send Configuration Request
02:09:33, 07 Oct.	(543975.580000) PTM over DSL is up
02:08:57, 07 Oct.	(543938.890000) PTM over DSL is down after 150 minutes uptime
02:08:57, 07 Oct.	(543938.890000) PPPoE is down after 149 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
02:08:54, 07 Oct.	(543935.960000) PPP LCP Send Termination Request [User request]
23:39:22, 06 Oct.	(534966.970000) WAN operating mode is VDSL
23:39:22, 06 Oct.	(534966.970000) Last WAN operating mode was VDSL
23:39:21, 06 Oct.	(534965.420000) PPP IPCP Receive Configuration ACK
23:39:21, 06 Oct.	(534965.410000) PPP IPCP Send Configuration Request
23:39:21, 06 Oct.	(534965.400000) PPP IPCP Receive Configuration NAK
23:39:21, 06 Oct.	(534965.400000) PPP IPCP Send Configuration ACK
23:39:21, 06 Oct.	(534965.400000) PPP IPCP Receive Configuration Request
23:39:21, 06 Oct.	(534965.390000) PPP IPCP Send Configuration Request
23:39:19, 06 Oct.	(534964.020000) PPPoE is up - Down Rate=57363Kbps, Up Rate=19999Kbps; SNR Margin Down=9.0dB, Up=15.3dB
23:39:19, 06 Oct.	(534964.010000) CHAP authentication successful
23:39:19, 06 Oct.	(534963.970000) CHAP Receive Challenge
23:39:19, 06 Oct.	(534963.970000) Starting CHAP authentication with peer
23:39:19, 06 Oct.	(534963.960000) PPP LCP Receive Configuration ACK
23:39:19, 06 Oct.	(534963.960000) PPP LCP Send Configuration Request
23:39:19, 06 Oct.	(534963.950000) PPP LCP Receive Configuration Reject
23:39:19, 06 Oct.	(534963.950000) PPP LCP Send Configuration ACK
23:39:19, 06 Oct.	(534963.950000) PPP LCP Receive Configuration Request
23:39:19, 06 Oct.	(534963.950000) PPP LCP Send Configuration Request
23:38:29, 06 Oct.	(534913.460000) PTM over DSL is up
23:37:52, 06 Oct.	(534876.980000) PTM over DSL is down after 181 minutes uptime
23:37:52, 06 Oct.	(534876.970000) PPPoE is down after 180 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 - Down)]
23:37:49, 06 Oct.	(534873.940000) PPP LCP Send Termination Request [User request]
20:37:06, 06 Oct.	(524030.230000) WAN operating mode is VDSL
20:37:06, 06 Oct.	(524030.230000) Last WAN operating mode was VDSL
20:37:04, 06 Oct.	(524028.450000) PPP IPCP Receive Configuration ACK
20:37:04, 06 Oct.	(524028.440000) PPP IPCP Send Configuration Request
20:37:04, 06 Oct.	(524028.430000) PPP IPCP Receive Configuration NAK
20:37:04, 06 Oct.	(524028.430000) PPP IPCP Send Configuration ACK
20:37:04, 06 Oct.	(524028.420000) PPP IPCP Receive Configuration Request
20:37:04, 06 Oct.	(524028.420000) PPP IPCP Send Configuration Request
20:37:02, 06 Oct.	(524026.850000) PPPoE is up - Down Rate=57363Kbps, Up Rate=19999Kbps; SNR Margin Down=8.9dB, Up=15.3dB
20:37:02, 06 Oct.	(524026.840000) CHAP authentication successful
20:37:02, 06 Oct.	(524026.800000) CHAP Receive Challenge
20:37:02, 06 Oct.	(524026.800000) Starting CHAP authentication with peer

Re: Frequent disconnections!!

jab1 — Thu, 07 Oct 2021 11:45:13 GMT

Thanks - from my limited understanding, this appears to be a BT network issue, but will need Plusnet staff intervention to solve.

Re: Frequent disconnections!!

agnieszkaStac — Thu, 07 Oct 2021 11:47:44 GMT

thank u!! do u know if i need to give them a call, or do they actually check the forum and pick things up?

Re: Frequent disconnections!!

jab1 — Thu, 07 Oct 2021 11:57:34 GMT

I would leave giving them a call alone - there are Help Team members on here who will be able to check probably quicker than first-line telephone support.

? @Gandalf

Re: Frequent disconnections!!

BD — Thu, 07 Oct 2021 15:33:30 GMT

Hi @agnieszkaStac, thanks for getting in touch and I'm sorry to hear you're having connection issues as of recent. I can confirm when looking over your connection from this side we're seeing the large amount of drops occuring shown by the graph below.

When running tests over your connection we're picking up a fault that looks to be behind these drops and in which case I've raised a fault with our suppliers to investigate further. I've updated a ticket on your account to reflect this which can be seen here:
https://www.plus.net/wizard/?p=view_question&id=218609095

I'll be keeping an eye on the fault our suppliers side in case they do request an appointment is needed. If not then hopefully an external engineer is sent out our suppliers side to look into and investigate this issue within the next 72 hours. Should you still be seeing the drops come Monday morning then please do get back to us and we'll happily look into progressing this further for you.

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