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Connection faultless for years but now issues

FIXED
Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Connection faultless for years but now issues

Hi,

My ADSL connection has been fine for years, but the last few weeks it has varied between unusable, somewhat acceptable and fine again. The router is a plusnet sagemcom 2704n.

Here are the results from mtr from a raspberry pi connected to the router by a short ethernet cable this morning:

                                               Packets               Pings
 Host                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. dsldevice.lan                             0.0%   331    0.6   0.9   0.5  46.5   3.1
 2. vl241.ptw-ag02.plus.net                  69.4%   331  704.8 661.8 407.6 998.2  92.0
 3. 84.93.253.127                            71.8%   331  616.0 655.9 339.0 868.4  91.7
 4. 195.99.125.138                           70.6%   331  513.8 649.4 466.4 867.0  88.7
 5. peer8-et-0-1-2.telehouse.ukcore.bt.net   69.3%   330  683.9 634.9 443.4 817.1  95.3
 6. 109.159.253.187                          68.7%   330  638.9 640.6 419.2 831.7 101.5
 7. ???
 8. 172.253.50.166                           73.3%   330  628.4 648.9 355.0 871.2 100.0
 9. 216.239.48.125                           71.8%   330  532.0 648.3 417.6 873.2  96.1
10. google-public-dns-a.google.com           74.2%   330  550.8 647.9 445.7 860.3  98.4

I presume since problems begin at the first hop I am having issues with my line. I will see if I can borrow a different router and filter next week for comparison. Are there any remote checks Plusnet can perform?

I think my line quality should be very good - the cabinet is only about 20 metres away and I believe it is fibre to the cab.

Thanks

8 REPLIES 8
Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Re: Connection faultless for years but now issues

xDSL Statistics.PNG

Found the statistics page under expert_user.html.

Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Re: Connection faultless for years but now issues

                                               Packets               Pings
 Host                                        Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. dsldevice.lan                             0.0%   288    0.8   1.4   0.5  55.3   5.7
 2. gi12-0-1-451.ptn-ag04.plus.net            0.0%   288   27.1  35.0  10.4 195.3  33.1
 3. 84.93.253.83                              0.0%   288   11.9  33.7  11.1 259.3  29.7
 4. core1-BE1.colindale.ukcore.bt.net         0.3%   288   11.7  31.7  11.0 248.7  29.4
 5. peer7-et-0-1-6.telehouse.ukcore.bt.net    0.0%   288   11.9  29.9  11.2 250.1  27.5
 6. 109.159.253.189                           0.0%   287   37.3  32.4  11.7 242.6  28.1
 7. ???
 8. 216.239.57.116                            0.0%   287   31.5  40.1  14.0 195.2  32.6
 9. 72.14.237.179                             0.0%   287   12.8  40.0  11.9 253.7  36.2
10. google-public-dns-a.google.com            0.0%   287   19.3  39.5  11.2 216.3  35.9

And then suddenly fine again. However I notice I seem to be on a different route.

Plusnet Help Team
Plusnet Help Team
Posts: 621
Thanks: 182
Fixes: 34
Registered: ‎06-08-2018

Re: Connection faultless for years but now issues

Hi @Deneic,

 

I've done a few tests and it looks like from the 22nd there has been some severe disruption (see below)

 

 

The SNR margin dropped to 3DB. It looks like there's been some maintenance work at 5am on 23rd and I think this is what's caused the noise margin drop, which has in turn caused the massive disconnection spikes. 

 

I've popped a reset through on the connection to see if this stabilises it. Can you monitor it over the next couple of hours, and we can recheck tomorrow to see if the stability has gone back to how it was. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Re: Connection faultless for years but now issues

Hi Jolo,

That's great, thank you very much.

Seems much better so far.

Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Re: Connection faultless for years but now issues

It was good for a few days but same issue again last night and this morning.

                                              Packets               Pings
 Host                                       Loss%   Snt   Last   Avg  Best  Wrst StDev
 1. dsldevice.lan                            0.0%   109    0.5   2.1   0.4  56.8   7.7
 2. vl241.ptw-ag02.plus.net                 33.3%   109  664.1 402.2  11.3 747.3 152.9
 3. 84.93.253.127                           35.2%   109  807.7 443.3  11.6 807.7 154.1
 4. 195.99.125.138                          41.1%   108  784.8 433.8  11.7 784.8 153.9
 5. peer8-et-0-1-2.telehouse.ukcore.bt.net  38.9%   108  521.5 400.0  11.6 796.8 152.0
 6. 109.159.253.187                         33.6%   108  681.3 441.8  12.4 769.0 158.9
 7. ???
 8. 172.253.50.164                          36.4%   108  551.6 431.1  12.1 807.0 155.5
 9. 216.239.48.117                          38.3%   108  452.6 431.6  13.1 806.1 157.3
10. google-public-dns-a.google.com          37.4%   108  718.6 465.1  12.5 742.4 144.0
Plusnet Help Team
Plusnet Help Team
Posts: 676
Thanks: 86
Fixes: 30
Registered: ‎26-03-2018

Re: Connection faultless for years but now issues

Fix

Hi @Deneic,

I'm sorry to see that you're experiencing issues with the services again. I've tested your line today and I can see that the connection is dropping out, however I'm unable to detect a cause for the fault. As this is the case, I'd recommend going through our online troubleshooting guide, which can be found here, as well as setting the router up into the test socket in the property, another guide for which can be found here.

Please let us know if the troubleshooting steps help to resolve the issue or not so that we can investigate further if needed.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
Deneic
Hooked
Posts: 6
Registered: ‎23-02-2019

Re: Connection faultless for years but now issues

I tried new cables, micro filter, test socket etc with no difference. Replaced the router itself and all back to normal now. Thank you for all the help.

Plusnet Help Team
Plusnet Help Team
Posts: 791
Thanks: 141
Fixes: 23
Registered: ‎22-01-2018

Re: Connection faultless for years but now issues

Awe that's great to hear @Deneic.

 

Please get back to us if anything changes or if you have any other queries, we would be happy to help.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team