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Connection problems have returned.

archerry
Rising Star
Posts: 86
Thanks: 29
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

17 REPLIES 17
Baldrick1
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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.

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archerry
Rising Star
Posts: 86
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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
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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!

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RealAleMadrid
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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: 86
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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
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Posts: 86
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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

archerry
Rising Star
Posts: 86
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Registered: ‎15-06-2013

Re: Connection problems have returned.

The Faults Team called earlier this evening to say that BTOR had reported the fault was fixed.
I was asked to monitor the connection for the next one - two weeks and to call back if it isn't stable.
I will reboot the modem/router in a day or two to get rid of those error numbers - they mostly accumulated before the repairs.
With any luck we will soon be back on a Fastpath connection...

DSL Status 2021-05-10 @~19.05
Line State:                                                   UP [0x0]
Line Mode:                                                   G.992.5 (ADSL2+)
Line Uptime:                                                 40m 37s
Annex:                                                          A
Profile:                                                          -
Data Rate:                                                    19.161 Mb/s / 1.089 Mb/s
Max. Attainable Data Rate (ATTNDR):         19.172 Mb/s / 1.084 Mb/s
Latency:                                                        6.25 ms / 1.25 ms
Line Attenuation (LATN):                              13.1 dB / 5.9 dB
Signal Attenuation (SATN):                           11.6 dB / 5.9 dB
Noise Margin (SNR):                                     11.4 dB / 6.5 dB
Aggregate Transmit Power (ACTATP):         20.1 dB / 9.9 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES):                                  49222 / 560
Severely Errored Seconds (SES):                2774 / 24
Loss of Signal Seconds (LOSS):                  69 / 10
Unavailable Seconds (UAS):                        5984 / 5979
Header Error Code Errors (HEC):                1453847 / 10408
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

Thanks,
Alistair

Townman
Superuser
Superuser
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Re: Connection problems have returned.

Looks like the target SNRM is still 12dB - you might yet get more out of this line.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

archerry
Rising Star
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Registered: ‎15-06-2013

Re: Connection problems have returned.

@Townman 

Thanks, I agree the connection should be able to improve. I was intending to leave about a week to see how stable it is.
The connection dropped in the early hours of Saturday morning but has been steady since. Attached is an extract from the log, along with the line status Saturday afternoon, and a few minutes ago.
I hope that we can be put back onto Fastpath (with the latencies reduced to 0.25ms each way, to keep our young game players happy).

Regards,
Alistair

Edit: Is is better to ask the Plusnet staff here , or on the helpdesk, for the settings update?

Gandalf
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Registered: ‎21-04-2017

Re: Connection problems have returned.

Hi Alistair, 

I'm sorry to see the connection issues have come back. Our tests aren't showing your upload speed to be capped but the SNRM target has shot back up to 12dB. I've put through a DLM change to move it down to 6dB.

Depending on how your line fares at this level, we can look at moving you back onto the Standard/Speed stability profile and potentially onto 3dB target. Let us know how it goes. 

I've attached our testing below also if it helps further diagnose the issue (assuming there are still problems)

xDSL Status Check
Circuit ID: [redacted CBUK) Service ID: [redacted BBEU]
Telephone NO.: NA Test Executed On: 20-05-2021 10:46:16
xDSL Status Test Summary
Sync Status: Circuit In Sync
General Information
NTE Status:   NTE Power Status: PowerOn Bypass Status:  
 
  Upstream DSL Link Information Downstream DSL Link Information
Loop Loss: 5.8 13.0
SNR Margin: 7.0 11.6
Errored Seconds: 0 2
HEC Errors: 0  
Cell Count: 21314427 453049512
Speed: 1096 19050
 
Maximum Stable Rate (KBPS): 18176 Fault Threshold Rate (KBPS): 14541
Mean Time Between Retrains (Seconds): 86400 Mean Time Between Errors Upstream (Seconds): 86400
Indicative Line Quality: A Mean Time Between Errors Downstream (Seconds): 1653
Custom Thresholds
MTBR_RED: MTBE_RED:
MTBR_GREEN: MTBE_GREEN:

From the picture below your connection certainly does look steady so far

image16215042008440

 

Also I've run further diagnostics after the SNRM was changed to 6dB:

Upstream Link Info

Loop Loss SNR Margin Errored Seconds Hec Errors Cell Count Speed
5.8 7 0 0 8063049 1108

 

Downstream Link Info

Loop Loss SNR Margin Errored Seconds Hec Errors Cell Count Speed
13.1 6.1 0 N/A 36871252 22246

 

Downstream BIP Interface Data

Current Line Rate Line Rate Change TimeStamp Maximum Stable Rate Recalculated Profile TimeStamp Maximum Stable Rate Fault Threshold Rate Interleaving Flag
18046 20/05/2021 10:48:02 Y 09/05/2021 05:27:09 18176 14541 A
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 Anoush Mortazavi
 Plusnet Help Team
archerry
Rising Star
Posts: 86
Thanks: 29
Fixes: 3
Registered: ‎15-06-2013

Re: Connection problems have returned.

@Gandalf 

Thanks,

The current downstream & upstream speeds are good. It will be nice to reduce the latency...

Current line stats:

DSL Status
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 10m 46s
Annex: A
Profile: -
Data Rate: 22.247 Mb/s / 1.109 Mb/s
Max. Attainable Data Rate (ATTNDR): 22.428 Mb/s / 1.104 Mb/s
Latency: 5.50 ms / 1.25 ms
Line Attenuation (LATN): 13.1 dB / 5.9 dB
Signal Attenuation (SATN): 12.1 dB / 5.9 dB
Noise Margin (SNR): 6.4 dB / 6.8 dB
Aggregate Transmit Power (ACTATP): 19.8 dB / 10.1 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 1452 / 6
Severely Errored Seconds (SES): 1452 / 0
Loss of Signal Seconds (LOSS): 6 / 1
Unavailable Seconds (UAS): 527 / 527
Header Error Code Errors (HEC): 148 / 26
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

Regards,

Alistair

 

Gandalf
Plusnet Help Team
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Re: Connection problems have returned.

Looks good! Let me know how it goes over the day and I'll move you back onto standard stability if it's still steady

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
archerry
Rising Star
Posts: 86
Thanks: 29
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Registered: ‎15-06-2013

Re: Connection problems have returned.

@Gandalf 

I think the connection has been steady enough to move to the 'standard stability':

DSL Status ~15:30 2021-05-21
Line State: UP [0x0]
Line Mode: G.992.5 (ADSL2+)
Line Uptime: 1d 3h 50m 10s
Annex: A
Profile: -
Data Rate: 22.247 Mb/s / 1.109 Mb/s
Max. Attainable Data Rate (ATTNDR): 22.372 Mb/s / 1.108 Mb/s
Latency: 5.50 ms / 1.25 ms
Line Attenuation (LATN): 13.1 dB / 5.9 dB
Signal Attenuation (SATN): 12.1 dB / 5.9 dB
Noise Margin (SNR): 6.2 dB / 6.8 dB
Aggregate Transmit Power (ACTATP): 19.8 dB / 10.1 dB
Forward Error Correction Seconds (FECS): 0 / 0
Errored seconds (ES): 1454 / 6
Severely Errored Seconds (SES): 1452 / 0
Loss of Signal Seconds (LOSS): 6 / 1
Unavailable Seconds (UAS): 527 / 527
Header Error Code Errors (HEC): 171 / 26
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

 

Regards,

Alistair

Gandalf
Plusnet Help Team
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Re: Connection problems have returned.

Thanks for the update Alistair. 

Cool. After battling the system (Took a good few attempts, it must be sensing the weekend ahead) I've placed an order to move you onto standard stability now and it should go through on the 24th. 

Let us know how it goes. Smiley

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 Anoush Mortazavi
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