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Connection problems have returned.

archerry
Rising Star
Posts: 73
Thanks: 20
Fixes: 3
Registered: ‎15-06-2013

Connection problems have returned.

Our connection problems have returned.
The ADSL connection dropped 25 times over a 13 hour period yesterday.
It was stable overnight:

DSL Status @20:44, 03.05.2021 (system up time ~7 days)
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 21m 18s
Annex: A
Profile: -
Data Rate: 8.787 Mb/s / 519 Kb/s
Max. Attainable Data Rate (ATTNDR): 21.116 Mb/s / 532 Kb/s
Latency: 0.25 ms / 0.25 ms
Line Attenuation (LATN): 14.1 dB / 6.5 dB
Signal Attenuation (SATN): 12.0 dB / 6.5 dB
Noise Margin (SNR): 24.3 dB / 11.6 dB
Aggregate Transmit Power (ACTATP): 18.3 dB / 9.9 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 47135 / 502
Severely Errored Seconds (SES): 857 / 23
Loss of Signal Seconds (LOSS): 17 / 6
Unavailable Seconds (UAS): 882 / 877
Header Error Code Errors (HEC): 1619356 / 9118
Non Pre-emptive CRC errors (CRC_P): 0 / 0
Pre-emptive CRC errors (CRCP_P): 0 / 0
ATU-C System Vendor ID: Infineon 113.200
Power Management Mode: L0 - Synchronized

DSL Status @ 07:45, 04.05.2021
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 34s
Annex: A
Profile: -
Data Rate: 10.725 Mb/s / 600 Kb/s
Max. Attainable Data Rate (ATTNDR): 21.504 Mb/s / 856 Kb/s
Latency: 0.25 ms / 0.25 ms
Line Attenuation (LATN): 13.5 dB / 5.9 dB
Signal Attenuation (SATN): 11.5 dB / 5.9 dB
Noise Margin (SNR): 21.8 dB / 14.4 dB
Aggregate Transmit Power (ACTATP): 18.3 dB / 12.7 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 47408 / 557
Severely Errored Seconds (SES): 977 / 24
Loss of Signal Seconds (LOSS): 27 / 8
Unavailable Seconds (UAS): 1206 / 1201
Header Error Code Errors (HEC): 2038349 / 10321
Non Pre-emptive CRC errors (CRC_P): 0 / 0
Pre-emptive CRC errors (CRCP_P): 0 / 0
ATU-C System Vendor ID: Infineon 113.200
Power Management Mode: L0 - Synchronized

The quiet line test revealed noise (crackles) on the line.
Tried the telephone troubleshooter in the members centre, but it failed with:
"Oops, something seems to have gone wrong
It looks like something has gone wrong. Our award-winning support team are here to help.
Call us on 0800 432 0200"

Any suggestions?
The HEC errors seems to be going daft (122401 overnight and ~300000 in the last hour).

Regards,
Alistair

6 REPLIES 6
Baldrick1
Seasoned Hero
Posts: 6,245
Thanks: 2,739
Fixes: 184
Registered: ‎30-06-2016

Re: Connection problems have returned.

@archerry 

You clearly have a problem on your telephone line. The SNR has increased resulting in the speed drop to compensate. It is clearly the crackle that needs to be fixed before worrying about yoor speed, which is more than likely caused by the crackle.

Despite the troubleshooter message it's still possible that a fault ticket has been raised on your account. You need to log into your account and check.

archerry
Rising Star
Posts: 73
Thanks: 20
Fixes: 3
Registered: ‎15-06-2013

Re: Connection problems have returned.

@Baldrick1 Thanks.

Just off the phone to the help desk.

He has changed our settings from 'standard' to 'stable' and massively increased the latency on the connection:

DSL Status @08:50 04-05-2021
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 4m 13s
Annex: A
Profile: -
Data Rate: 21.921 Mb/s / 440 Kb/s
Max. Attainable Data Rate (ATTNDR): 21.980 Mb/s / 888 Kb/s
Latency: 5.50 ms / 8.0 ms
Line Attenuation (LATN): 13.1 dB / 5.9 dB
Signal Attenuation (SATN): 12.1 dB / 6.0 dB
Noise Margin (SNR): 6.2 dB / 26.5 dB
Aggregate Transmit Power (ACTATP): 19.9 dB / 12.7 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 47415 / 558
Severely Errored Seconds (SES): 983 / 24
Loss of Signal Seconds (LOSS): 33 / 8
Unavailable Seconds (UAS): 1431 / 1426
Header Error Code Errors (HEC): 2038363 / 10363
Non Pre-emptive CRC errors (CRC_P): 0 / 0
Pre-emptive CRC errors (CRCP_P): 0 / 0
ATU-C System Vendor ID: Infineon 113.200
Power Management Mode: L0 - Synchronized

He asked me to switch the modem/router off for about a minute on Thursday afternoon, and said he will call back Sunday.

At less than 500m line length to the exchange on an EOL, we should not need to invoke interleaving. This is frustrating.

Good news: The call was answered promptly.

 

Regards,

Alistair

Baldrick1
Seasoned Hero
Posts: 6,245
Thanks: 2,739
Fixes: 184
Registered: ‎30-06-2016

Re: Connection problems have returned.

@archerry 

The agent has also reset the Noise Margin (SNR) to the default 6dB. If you still have noise on the telephone line then look out for this initially decreasing followed by an increase, along with a speed decrease.

It is interesting that your Upstream speed is only half that predicted. The upstream broadband frequencies are at the low end of the ADSL broadband band, which suggests that you could still have a high frequency 'hiss' on your line, be it a bit over the audio band used on the telephone system.

It will be interesting to hear if you get the call back on Sunday. Based on some of the reports on this forum I would not hold my breath!

RealAleMadrid
Seasoned Champion
Posts: 1,485
Thanks: 662
Fixes: 33
Registered: ‎07-07-2009

Re: Connection problems have returned.

@Baldrick1 @archerry 

The reset that the agent has done has probably capped the upstream, at the lower rate of 440Kbps. If there is noise on the line that needs to be addressed before any profile or snrm resets are done. 

I would get back onto support and say you have a noisy phone line fault which needs to be fixed.

archerry
Rising Star
Posts: 73
Thanks: 20
Fixes: 3
Registered: ‎15-06-2013

Re: Connection problems have returned.

Good news!

Just had the 'faults team' on the phone:-

They have detected a fault on the line, and want to send an OR Technician.

I asked for a senior / multi discipline guy (with the better test kit) but that is not possible in the first instance.

There is a slot tomorrow morning so we can hope for an early resolution.

Regards,

Alistair

archerry
Rising Star
Posts: 73
Thanks: 20
Fixes: 3
Registered: ‎15-06-2013

Re: Connection problems have returned.

The BTOR guy was here this morning.
His tests reported a fault approximately 10m from the master socket. He checked the splice in the drop line on the house wall and found water ingress.
He fixed that and replaced the old GPO screw terminal just inside the window with crimps, retested and said it was much better.
Now waiting for Plusnet support staff to reconfigure the connection. Hoping they put it back onto fastpath.

DSL Status @2021-05-07 ~18:00
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 7h 11m 5s
Annex: A
Profile: -
Data Rate: 20.518 Mb/s / 888 Kb/s
Max. Attainable Data Rate (ATTNDR): 20.608 Mb/s / 888 Kb/s
Latency: 5.75 ms / 8.0 ms
Line Attenuation (LATN): 13.1 dB / 5.9 dB
Signal Attenuation (SATN): 11.7 dB / 5.9 dB
Noise Margin (SNR): 8.7 dB / 10.4 dB
Aggregate Transmit Power (ACTATP): 19.8 dB / 9.9 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 49019 / 558
Severely Errored Seconds (SES): 2572 / 24
Loss of Signal Seconds (LOSS): 62 / 9
Unavailable Seconds (UAS): 5618 / 5613
Header Error Code Errors (HEC): 1453605 / 10397
Non Pre-emptive CRC errors (CRC_P): 0 / 0
Pre-emptive CRC errors (CRCP_P): 0 / 0
ATU-C System Vendor ID: Infineon 113.200
Power Management Mode: L0 - Synchronized

Last entry in my open 'question':-
Script User - Automated Script Pool
1:05pm, Friday 7 May 2021
Question [ nnnnnnnnn ] is now off hold. Our Support Team will provide a further update soon.

Regards,
Alistair