topic Re: Frequent disconnects in Full Fibre

Frequent disconnects

rich- — Sun, 10 Oct 2021 15:43:05 GMT

I'm getting quite a lot of disconnects, again.

Is it just me?

Re: Frequent disconnects

LaurenB — Mon, 11 Oct 2021 10:06:26 GMT

Hiya @rich-, thanks for getting in touch. I am really sorry for the issues with your service.

I have checked on your connection and can certainly see that there are some frequent drops happening. I have tested the line and this has detected a fault in the network and so would advise having a run through our troubleshooting here: https://www.plus.net/help/broadband/connection-troubleshooting/ and connect to the test socket for the time being as shown here: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242, so we can rule this out as internal.

If the issue continues, we will need to look at sending an engineer for you. I have created a fault ticket here for you: https://www.plus.net/wizard/?p=view_question&id=218680459 you'll just need to get back to us on the ticket with the requested information, just give us a nudge if you reply and we will get that picked up for you.

Re: Frequent disconnects

rich- — Thu, 21 Oct 2021 08:57:03 GMT

Engineer visit was arranged for yesterday so I stayed in for the morning.

If one turned up, I wasn't aware.

The ticket's been closed saying the line seems stable now.

I'm seeing 17Mbps on an up to 80Mbps line (neighbours on all sides are eligible for g.fast but for some reason I'm not), I'm not surprised it's stable at that speed.

Re: Frequent disconnects

adam945 — Thu, 21 Oct 2021 11:49:38 GMT

Hello @Rich

Thanks a lot for getting back to us and I'm really sorry to see that the fault is still not fully resolved. The line does appear to be stable now, but the speeds are still quite low. The line is banded at 55Mbps (which it shouldn't be), and the download sync speed is in and around 44.1 Mbps.

The sync speed isn't reaching the profile speed, which indicates that there's still a fault on the line, so I've rejected the "clear notification" from our suppliers and we're just awaiting a further update now.

In regards to the appointment, I can see that it was booked from our end, though Openreach then informed us that internal access was not required.

I've re-opened the fault Ticket on the account so that our Support Team will pick this up again.

KBD

GEA Test Detail
Circuit ID	NA	Service ID


Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	44.1 Mbps
Upstream Speed	17.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	439.4
Upstream Rate Assessment	Low
Downstream Rate Assessment	Low
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-55M Downstream 6dB, Retransmission High - 0.128M-17M Upstream, Retransmission High
Time Stamp	2021-10-20T19:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	46.1 Mbps	46.1 Mbps	46.1 Mbps
Up Stream Line Rate	16.9 Mbps	16.9 Mbps	16.9 Mbps
Up Time	900.0 Sec	900.0 Sec	900.0 Sec
Retrains	0.0	0.0	0.0

Re: Frequent disconnects

rich- — Mon, 13 Dec 2021 08:36:49 GMT

I've had a load of disconnects in the last few days and line speed down to about 15Mbps again.

Re: Frequent disconnects

LaurenB — Mon, 13 Dec 2021 12:41:47 GMT

Hiya @rich-, I am sorry that you are experiencing further issues.

I have tested the line and a fault is being detected when testing. I have raised a fault for you and updated the ticket here with the next steps for you: https://www.plus.net/wizard/?p=view_question&id=220374231

If you give us a nudge on here once you have replied, we will get that picked up for you.

Re: Frequent disconnects

rich- — Thu, 24 Feb 2022 13:51:26 GMT

It's been fairly stable since the last engineer visit, but I'm back at nearly 15Mbps and getting the disconnects again.

Re: Frequent disconnects

Gandalf — Thu, 24 Feb 2022 17:12:42 GMT

Hi Rich,

I'm really sorry to see you're having connection issues again.

I've tested your line and the tests aren't showing the cause for this, but I can certainly see the drops and your speed's slow.

Before we arrange another engineer, it may be worth looking at the router. Are you still using the Technicolor router and Openreach modem we've sent? They're very old! I think upgrading to a newer modem/router may be a good idea, if so.

Re: Frequent disconnects

rich- — Fri, 25 Feb 2022 11:02:06 GMT

Not sure I ever had a Technicolor. I'm on an Asus which is probably 5 years old now. I've got two Openreach modems, a Huawei and an ECI. Over the months I've swapped between both to little effect.

Re: Frequent disconnects

adamwalker — Fri, 25 Feb 2022 13:57:49 GMT

Thanks for getting back to us, do any of those router's have a VDSL modem built in? (i.e one you can use without the Openreach modem)

Re: Frequent disconnects

mavison — Fri, 25 Feb 2022 15:50:53 GMT

I had an Asus N66U, which would sync at 31 MBps, and over a month or two reduce to around 15 MBps.

After several engineers had improved the line in varoius ways... it still reduced over time.

I then got a FritzBox 7530, and it has synced at a rock solid 39 MBps ever since - and has now been up for 102 days after a power cut.

If your line is good, check your router! BUT the line needs to be reset with new router in place. Just changing router had no effect for me.