topic Re: Several connection drops today. in Full Fibre

Several connection drops today.

danludlow — Tue, 01 Nov 2016 15:54:35 GMT

I've lost connection several times today, the Broadband light goes off on the router, and it returns after about 2-3 minutes. looking at the router stats I noticed that after one break the SNR Margin dropped to 3.8 db, after the next break it returned to its Normal figure of 6 -6.3db, and after the last is back down at 3.8db, but climbing now through 5.3db.

Would I be right in assuming this is Openreach resetting my cabinet/port?

Is there a problem? I have lost signal about 5 times that I've noticed.

Re: Several connection drops today.

Chris — Wed, 02 Nov 2016 09:53:21 GMT

Disconnections can be caused by a number of reasons, unfortunately it's not always possible to say exactly why.

Would I be right in assuming this is Openreach resetting my cabinet/port?

Not sure why they'd be doing that? I can't see any fault reported on your account that would require them to be working on your line?

If the disconnections continue, let us know and we can test the line.

Re: Several connection drops today.

danludlow — Thu, 03 Nov 2016 00:52:15 GMT

I was away most of yesterday but on my return last evening, I lost connection again this time for about 2-3 minutes. Can you run a test on my line please?

Re: Several connection drops today.

danludlow — Thu, 03 Nov 2016 09:05:10 GMT

Still getting disconnects this morning, can you check my connection please? I'd like to know if its external or internal. I'm guessing external as infrequent and irregular. Is there any maintenance that could be affecting me?

Re: Several connection drops today.

Chris — Thu, 03 Nov 2016 09:36:07 GMT

We're seeing a few disconnects:

It's unlikely to be maintenance as this is generally a single disconnection between midnight and 6am, if you're affected.

Description	Upstream ES and SES have exceeded threshold from real time check. Continue submitting trouble report
Main Fault Location	CI
Sync Status	In Sync
Downstream Speed	54.9 Mbps
Upstream Speed	11.1 Mbps
Appointment Required	N
Fault Report Advised	Y

Can you report the issue at https://faults.plus.net and let me know when you have. I'll get this pushed through at that point.

Re: Several connection drops today.

danludlow — Thu, 03 Nov 2016 12:15:36 GMT

Hi Chris have now reported this issue to yourselves. Thanks, Dan

Re: Several connection drops today.

danludlow — Fri, 04 Nov 2016 13:29:36 GMT

Still getting connection drops today, the last one was 5 minutes ago at about 13.20, offline about 2 minutes. Very intermittent but extremely irritating, it's been over 24 hours since fault reported to PlusNet and it suggested a maximum of 24 hours monitoring to determine what's happening.

Can someone chivvy faults department please.

Re: Several connection drops today.

tijara33 — Fri, 04 Nov 2016 16:12:19 GMT

Unfortuantely PN are stating that fault resolution is still taking 5 days from the initial report. After that there will then be another delay should OR become involved.

Re: Several connection drops today.

tijara33 — Fri, 04 Nov 2016 16:13:43 GMT

Or even "Unfortunately"!!

Re: Several connection drops today.

danludlow — Fri, 04 Nov 2016 16:20:11 GMT

Thanks for letting me know. Original (automated) reply suggested testing the line would complete in 24 Hours, I was wondering if there is a diagnosis yet? Cure will seemingly take a bit longer.

Re: Several connection drops today.

danludlow — Mon, 07 Nov 2016 11:11:28 GMT

Line tests showing a copper connection fault so an Openreach Engineer booked for tomorrow. hoping that I won't see a speed decrease as a result, it's been flying apart from the drop outs.

Re: Several connection drops today.

Chris — Mon, 07 Nov 2016 12:26:49 GMT

Let us know how the engineer visit goes, fingers crossed they fix the problem.

Re: Several connection drops today.

danludlow — Tue, 08 Nov 2016 14:57:50 GMT

An Openreach Engineer came this morning, ran a series of tests checking the line and didn't find a fault. All tests showed a very clean line at fast speed, there were no dropouts whilst he was here. He went to check the exchange and didn't return which means that he didn't find anything there either.

A case of monitoring to see if it happens again, I guess. It was irregular and infrequent. Seemingly, since it's not showing any fault, my connection is unlikely to fail suddenly.

Fingers Crossed!

Re: Several connection drops today.

danludlow — Tue, 22 Nov 2016 12:20:40 GMT

Disconnections continue intermittently, at least 2 this morning. A look at my stats would tell you how many, but still very noticeable. Openreach Engineer found nothing wrong 2 weeks ago and line quality excellent, my speeds have not dropped so DLM isn't being triggered seemingly as a result.

There are many posts referring to disconnects and or speed drops in this forum, is there another problem perhaps at the server end, and disconnects nothing to do with the customer end?

I am not keen to have anther Openreach engineer visit to find nothing wrong and the problem still persist, that is a waste whoever pays for it.

Any thoughts?

Re: Several connection drops today.

danludlow — Fri, 25 Nov 2016 16:20:23 GMT

Have just lost my connection for about 10 minutes, not the normal 2-3, it maybe that this is not connected at all (excuse pun) with recent disconnects, or it may be significant. Either way, still apparently losing the connection randomly and would be far happier with a reason for this if one is known (such as problems with the service) If I doubt my equipment for instance and adjust something needlessly rather than leave it all to be repaired.

It is very frustrating, and there seems no sign of any action. I have an open ticket at PN which I added to on Tuesday in the hope of getting a response, and again it's left in the air. This is not what good customer service is about, is it? PN once rightly prided itself on Customer service, but those days seem a long way off now.

Re: Several connection drops today.

danludlow — Sat, 26 Nov 2016 12:48:58 GMT

Rather annoyingly, this morning I find my uplink noticeably slower by about 2-1/2Mbps that's quite a percentage drop (20% +). After weeks stable at 11.4Mbps (Ookla) now showing 8.7 -9.0 on tests. What makes a change that suddenly does that? Man, or Machine?

Not noticed any disconnections today, so hopefully the longer one a few days ago was a fix being applied.

Re: Several connection drops today.

danludlow — Tue, 29 Nov 2016 10:32:13 GMT

Uplink speed has slowed again this morning, at one time measuring only 3.5mbps (has been a constant 11Mbps over previous month or two), but has since recovered to 7Mbps. PN have arranged for an Engineer on Thursday morning as they can see continued disconnects, several a day, I don't always notice them. Engineer (3 weeks ago?) couldn't find a fault, hoping that this one does, but intermittent and the guy needing to get on to the next job doesn't fill with confidence.

Re: Several connection drops today.

danludlow — Sat, 03 Dec 2016 10:35:46 GMT

Openreach engineer visit on Thursday found nothing wrong as did a previous visit 3 weeks ago. All checks returned good results. His suggestion is to leave alone and see if fault becomes more frequent or completely permanent, probably sensible since intermittent faults need a lot of time to find and its not cost-effective.

Download speed was 54Mbps on his test. Since his visit (the next day) I noticed a slowdown, which continues this morning, I have lost at least 5Mbps (10%) and my profile has dropped. Signs of the fault developing? remedial action applied? DLM kicking in following line breaks either from tests or from increased dropouts? (i don't notice all the dropouts, the chart from PlusNet CS shows many more than I was aware of and several overnight).

The Engineer said that if the card in the Cabinet was at fault others would be complaining, but would they? Are cabinets event monitored? In my time on this cabinet my port has been moved 4 times, is that normal?

I wish I had confidence in the service, I am getting nightmare visions of no Broadband over Christmas now (unsurprisingly). Every engineer visit is a cost to someone, and wasteful, more reliable equipment has to be the solution.

Re: Several connection drops today.

danludlow — Mon, 05 Dec 2016 11:24:29 GMT

Monday morning, and download speed remains at least 5Mbps slower than has been for months, upload speed is 2mbps higher, now running at 12Mbps (all Ookla figures). My Profile is lower on BTW Performance test, Now 47Mbps, down from 54Mbps, so assuming its DLM related.

The speed is still good and everything works well , but I get paranoid about speed drops and the possibility of a general slowdown. Foolish, almost certainly, but I can't seem to shake it off, it gnaws away. Maybe if we couldn't see the speed we are getting? but then, how would you know if you were getting what you paid for?