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DSL Down (Router 2704N Plusnet)

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Newbie
Posts: 4
Registered: ‎28-09-2020

DSL Down (Router 2704N Plusnet)

Hi all,

 

I'm having issues with my broadband connection. The provided router is 2704N Plusnet. The Internet Status on the router's home page is constantly switching from Connected to "DSL Down". I don't have a landline phone available to properly troubleshoot the problem but I would like to understand more about this issue.

Any help will be appreciated. Thanks in advance. 

 

Joao

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9 REPLIES 9
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Seasoned Hero
Posts: 5,031
Thanks: 1,698
Fixes: 51
Registered: ‎24-02-2012

Re: DSL Down (Router 2704N Plusnet)

@jpduarte  Welcome to the forums. Plusnet staff support, like the phone service, is still severely restricted. If you would like help from the community, a good starting point is to have a look at This post and supply as much detail from it as possible.

It would also be a good idea to carry out a 'Quiet Line Test' - dial 17070 from a (preferably corded) phone and select option 2 - there should be no discernable noise. If there is, report a phone fault first, as without a clear phone connection, your broadband will not perform correctly.

If you reply to this topic with as much detail as possible, there are plenty of experienced members who can advise on possible remedies.

I understand you don't have a hand-set, but would suggest yo get a cheap one - if you do not/cannot check your line quality, there is no base-line to work from.

John
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Newbie
Posts: 4
Registered: ‎28-09-2020

Re: DSL Down (Router 2704N Plusnet)

Thank you for your help. The links you provided were useful, thanks. 

Here are some details from the Helpdesk page:

9 - Noise margin: 4.4/1.3
10 - Line attenuation: 9.5/18.0

 

The noise margin seems very erratic and the values keep changing up and down.

Here's a read a few moments after the connection dropped again:

9 - Noise margin: 3.3/1.7

 

Let me know if there are other values that I can provide to give a baseline of the problem.

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Seasoned Hero
Posts: 5,031
Thanks: 1,698
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Registered: ‎24-02-2012

Re: DSL Down (Router 2704N Plusnet)

It would be helpful to see all of that page if possible - but please obscure/delete any personally identifiable information.

John
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Newbie
Posts: 4
Registered: ‎28-09-2020

Re: DSL Down (Router 2704N Plusnet)

Here's all of that page: 

 

Your Plusnet adviser may ask you for the following information:
1 - Product name: Plusnet Router
2 - Serial number: ******
3 - Firmware version: 7.275.11_F2704N_Plusnet
4 - Board version: F@ST2704N
5 - Mode ADSL
6 - Uptime: 0 days 00:09:41
7 - Data rate: 1127/22386
8 - Maximum data rate: 1084/21720
9 - Noise margin: 2.9/2.0
10 - Line attenuation: 9.5/18.0
12 - Data sent/received: 3.0M/16.0M
20 - Broadband username: ******
21 - Wi-Fi network/SSID: ******
22 - Wi-Fi connections: Enable(802.11 b/g/n(up to 144 Mb/s))20 MHz WPS disabled
23 - Wi-Fi security: WPA2
24 - Wi-Fi channel: Automatic (Smart Wireless)
25 - Firewall: Default
26 - MAC Address: ******
27 - Software variant Version 1.0
28 - Boot loader: 7.275.11

 

Thank you for trying to help me. Cheers.

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Seasoned Hero
Posts: 5,031
Thanks: 1,698
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Registered: ‎24-02-2012

Re: DSL Down (Router 2704N Plusnet)

A couple of things on that full page look a little 'strange'. Both your down and up SNR figures look a little low, even considering that you must be right next door to the exchange, looking at the Line Attenuation figures. Do you know if you are on an 'Exchange Only' connection?

John
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Newbie
Posts: 4
Registered: ‎28-09-2020

Re: DSL Down (Router 2704N Plusnet)

Yes, I'm not absolutely sure but no provider could support download speeds higher than the minimum packages so I think I'm in an "Exchange Only" connection. Some were not even available. From what I'm investigating it seems in fact a problem with the SNR.

 

Again, thanks for your help. I'm not sure if there is anything I could do to solve it.

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Seasoned Hero
Posts: 5,031
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Registered: ‎24-02-2012

Re: DSL Down (Router 2704N Plusnet)

As you say, the problem is your SNR levels, BUT I'm not sure what is causing (a) them and (b) your continuous disconnections. They are related (I think), but I'm not sure how. As I said previously, you really need to check your line quality with a corded phone (available for around £5.00) to rule out a problem there.

I'm going to invite a more experienced community member to have a look at this topic, but there is nothing else I can personally suggest at the moment.

 

@Townman - any suggestions?

 

John
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Superuser
Superuser
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Registered: ‎22-08-2007

Re: DSL Down (Router 2704N Plusnet)

The SNRM figures are below 3dB which suggests that there is noise on the line.

There is no point being concerned over DSL figures in the absence of proving there is no noise on the line.
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Seasoned Hero
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Registered: ‎24-02-2012

Re: DSL Down (Router 2704N Plusnet)

Fix

@Townman Thanks for confirming - see my comments to the OP. 😉

John