DSL keeps dropping
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- Re: DSL keeps dropping
DSL keeps dropping
14-05-2017 10:33 AM
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Starting yesterday I have been getting regular drops in connection ranging from every half hour to sometimes every minute. At moment my drop in connection has been 10 minutes
I did notice in one brief session my SNR was below 3 which I understand to be low. I have tried two routers Netgear 6000 & 6200 both have same issue. I know I haven't given much information but I'm limited by the brief connection times, last connection time was 3 minutes ☹
Re: DSL keeps dropping
14-05-2017 12:31 PM
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Re: DSL keeps dropping
14-05-2017 12:57 PM
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Are you able to post the full router stats?
Is the router plugged into the master socket?
Gel has pointed you to the essential self help which must be done to reduce the risk of an engineer call out finding a fault your side of the test socket - and BT charging for it.
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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.
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Re: DSL keeps dropping
14-05-2017 1:31 PM
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Hi townman,
i got in touch with PN chat, and they the problem was outside the house but as you said, they asked me to follow the troubleshooter which i have done and a ticket is raised. i did a quiet line test as per normal and line was silent no snap, crackle or pops:)
My router is in master socket, what is strange now though now SNR is now at 6 and now my connection has been solid since my last fail at 12.18pm, the mind boggles
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i will keep an eye out see what happens
Re: DSL keeps dropping
14-05-2017 2:27 PM
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Hi @Demp01,
A warm welcome to the forums (previous post was from my phone, hence essentially brief).
Thank you for the router stats - they are very informative! Changing the TARGET SNRM to 6dB might just be enough to keep the line stable whilst BTOR locate and fix the identified line fault. If the reported attenuation can be trusted, you might get 22+Mbps at a SNRM of 6dB so there is room for some further improvement.
Even if this remains stable, I would recommend accepting an engineer visit, or if this is an iffy joint issue ... there is no knowing when it might fail completely.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL keeps dropping
15-05-2017 11:42 AM
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Hi there,
I'm just looking in to this now and will reply again shortly.
Re: DSL keeps dropping
15-05-2017 11:47 AM
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Testing the line is showing the target SNR is now at 6db and the line is showing much more stable since around midday yesterday:
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 7.8 | 12.8 |
SNR Margin: | 14.5 | 6.3 |
Errored Seconds: | 0 | 0 |
HEC Errors: | 0 | |
Cell Count: | 74200 | 432321 |
Speed: | 888 | 18953 |
Re: DSL keeps dropping
16-05-2017 7:19 PM
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Hi,
Its me again:)
As what was said below, at 6db my line was stable and no issues, i got a mail saying that interleaving was being activated on my line. My disconnections have since restarted, since i got home at 5 i have had 7 disconnections and my SnR is all over the place, before my last disconnection i managed to capture this, as you can see my SnR is now 2.4.
How can this be when my line was stable at 6Db and erratic at 3Db that somehow i manage to end up having a SnR 2.4DB?
Is this to do with interleaving? if so can you remove it please?
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Re: DSL keeps dropping
16-05-2017 8:01 PM
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Oh dear!!
I fear it might be time to look elsewhere for the issue and examine the possibility of the dreaded REIN!
Can you please go down load and install RouterStats - links below - and lets start taking a look at "my SNRM is all over the place".
Please try to avoid restarting the router. When you have got the graphs working (the set up link is for the TG582n but will have some applicability to your router) please pot here the DS SNRM first.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL keeps dropping
17-05-2017 10:04 AM
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Hi there,
@Demp01 wrote:
As what was said below, at 6db my line was stable and no issues, i got a mail saying that interleaving was being activated on my line. My disconnections have since restarted, since i got home at 5 i have had 7 disconnections and my SnR is all over the place, before my last disconnection i managed to capture this, as you can see my SnR is now 2.4.How can this be when my line was stable at 6Db and erratic at 3Db that somehow i manage to end up having a SnR 2.4DB?
DLM in the exchange can change the SNR target as it sees fit. Looking at your connection, I can see the instability yesterday but since then it appears to have been stable and your SNR is back up to 6db.
I'm going to make some adjustments to the DLM to try to pin the SNR at 6db which should go through tomorrow.
Is this to do with interleaving? if so can you remove it please?
Interleaving is something different. It's a form of error correction which can help stabilise a line. We can turn this off, however as you're having stability issues I wouldn't recommend that.
Re: DSL keeps dropping
17-05-2017 11:51 AM
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Hi Anoush,
To be clear (and manage the user's expectation and understanding) you can only "pin" the TARGET SNRM.
What the user sees at any one moment in their router stats is the CURRENT SNRM which will vary according to any change in background noise compared to the noise level present at the time of the last resynch using the TARGET SNRM. Such variability can point to an environmental issue and can only be realistically profiled by using router monitoring tools.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL keeps dropping
17-05-2017 5:59 PM
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Hi all,
im new to this routerstats thing so bear with me if i have attached wrong thing (took a while to get routerstats working with my router). Came home from work today and switched on computer and started logging as soon as win 10 had done its thing, here is a screen clip from the graph, as you can see since 17.02pm i have had 16 broadband drops which is quite unacceptable in my opinion.However i do notice since that initial bout of chaos it has got stable albeit at under 5db, does this point to something causing the drop offs during that time span?
Re: DSL keeps dropping
17-05-2017 6:08 PM
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That is a really good start!
Sometimes one needs to be careful about the reports of measurement tools. If RS cannot get the data to plot it plots ZERO values. It might not get the data because the router admin page was unresponsive (whilst being busy doing other stuff).
It would be useful to (a) change the Y-axis maximum to just 15 dB. (b) Right click the graph and tick "Plot DS Rx speed".
Go look at the router log (there is a button at the top of the graph to do this) and look for xDSL disconnections at the times indicated on the graph - I doubt you will find any.
You really need to leave this running 24x7. What is the sample interval?
You should find copies of these graphs in the RS folder - thereby you do not need to do screen grabs.
What is of interest on this graph is the gradual fall of the SNRM trend ... need to keep a watch on this!
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL keeps dropping
17-05-2017 6:38 PM
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Ok i have changed Y-axis to 15db and plot the ds RX speed
There is no xdsl disconnections in router logs as you suspected-don't know if thats good or bad
i will leave it running from now until this time-ish tomorrow that way it should capture the whole range of household activity if that's causing the issue.
I used the sample rate that RS started with, think it was 5 secs, what should i set it too ideally?
Re: DSL keeps dropping
19-05-2017 7:25 PM
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So here is my router logs from previous night-first one starting 9-15 ending 550am. I am not an expert in these things but looking at that graph there is something wrong. Prior to 1030ish my connection is as erratic as they come before settling down, then at 350am connections starts getting erratic and once more the drops start. This early no one is even awake!
This is getting tiresome as i have been online only 40 mins and already my network uptime monitor has said there has been 21 fails???
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