Had problems since before Xmas with Broadband connected but random no internet. Anyone help plea

[#1]

@Gandalf @jab1 

Been stable quite a while ..I think... as not checked for a while. Not the usual frequent drops any more, though speed is now lower than before. At first after the lift and shift and download pinned at 9dB, I had several times when the samsung smart tv catchup just stopped, just kept buffering, then an error message.  Not had that happen for a very long time. However, seems to be behaving normally again last 2 weeks or so.

Log just now:

9 April 2104 power off 10 mins yesterday afternoon, hence the drop

6 - Uptime:	1 days 06:49:24
7 - Data rate:	756/8272
8 - Maximum data rate:	1152/8416
9 - Noise margin:	8.5/7.7
10 - Line attenuation:	21.8/40.0
12 - Data sent/received:	168.1M/1.7G

Thanks, Robin

[#2]

Spot stats for issues such as yours are not overly informative. How did you go with your attempt to deploy router stats?

[#3]

@Townman  It doesn't work with my current router and couldn't get it to work with another old one either.

Other than the tv catchup just after OR repair, I have not been aware of any drops at all.

The engineer was very thorough and kept me informed of what he was doing. He also changed me over to a different pair from the manhole outside our house right into the exchange. He checked it right through from each cabinet to cabinet and also fitted crimp connections on the pole outside to replace the screw terminals with verdigris.

Rob

[#4]

At 0020 this morning,  it had dropped out. Was reset 0700ish this morning.

6 - Uptime:	0 days 05:32:22
7 - Data rate:	756/8065
8 - Maximum data rate:	1160/8844
9 - Noise margin:	8.9/9.0
10 - Line attenuation:	21.8/40.0
12 - Data sent/received:	19.2M/135.3M

Robin

[#5]

@Gandalf  Last few days, getting a lot of buffering on tv and web pages sometimes taking 30 or more seconds to refresh.

It seems my speeds cannot "find their own level" as disconnecting router and powering up again usually results in no change after several days even.

When this happens, the Internet led is flashing rapidly.

Just now,:

6 - Uptime:	14 days 14:35:11
7 - Data rate:	756/8050
8 - Maximum data rate:	1160/8528
9 - Noise margin:	6.8/8.5
10 - Line attenuation:	22.0/40.0
12 - Data sent/received:	2.6G/594.2M

Any ideas?

Rob

[#6]

Hi Rob, Sorry to see you're still having issues with your connection.

I've tested your line and the tests aren't showing any issues, with your broadband being stable with no drops for the last 15 days. I've attached the testing results below but they basically agree with your router stats. 

Just to confirm, is the device you're using connecting wirelessly to the router or plugged in using an ethernet cable?

xDSL Status Check
Circuit ID:	[redacted CBUK]	Service ID:	[redacted BBEU]
Telephone NO.:	NA	Test Executed On:	08-06-2021 08:34:48

xDSL Status Test Summary
Sync Status:		Circuit In Sync
General Information
NTE Status:		NTE Power Status:	Unknown	Bypass Status:

	Upstream DSL Link Information	Downstream DSL Link Information
Loop Loss:	22.0	40.0
SNR Margin:	6.8	8.9
Errored Seconds:	0	0
HEC Errors:	0
Cell Count:	588	2079
Speed:	756	8048

Maximum Stable Rate (KBPS):	2848	Fault Threshold Rate (KBPS):	2278
Mean Time Between Retrains (Seconds):	86400	Mean Time Between Errors Upstream (Seconds):	6646
Indicative Line Quality:	G	Mean Time Between Errors Downstream (Seconds):	255
Custom Thresholds
MTBR_RED:	MTBE_RED:
MTBR_GREEN:	MTBE_GREEN:

[#7]

@Gandalf 

Why might the DS SNRM be circa 9dB?  Does that and the rather low DS MTBE point to any concern?  Whilst the link is stable, might buffering point to high retransmission rates?

Might the user running a QLT find an issue not detected by the remote line test?

[#8]

@Gandalf  Thanks for the prompt attention!

It is the PN supplied 2704N and connects directly to my W10 pc (also older W7 pc occasionally used) approx a 2M network cable. I always give data from my pc, not a phone.

Looking at router Internet led now it is constant green.

When internet starts playing up trying to view webpages, a glance at router shows the constant rapid flickering.

The tv is mostly used late in the night on iplayer and is the only thing in use with internet.

I seem to recall that something was "pinned" at a max speed on my broadband back when all the troubles were really bad?

3 screenshots I previously saved.

24 May 0648 Had dropped out in night

6 - Uptime:	0 days 00:03:26
7 - Data rate:	756/8050
8 - Maximum data rate:	1160/8756
9 - Noise margin:	8.2/9.0
10 - Line attenuation:	22.0/40.0
12 - Data sent/received:	683.6K/2.8M

and

16 May 1442

6 - Uptime:	5 days 21:54:00
7 - Data rate:	756/7955
8 - Maximum data rate:	1156/8828
9 - Noise margin:	5.4/9.3
10 - Line attenuation:	22.1/40.5
12 - Data sent/received:	1.4G/1.8G

17 May 1657 after short power down to reset.

6 - Uptime:	0 days 00:00:52
7 - Data rate:	756/7870
8 - Maximum data rate:	1168/8636
9 - Noise margin:	6.9/9.1
10 - Line attenuation:	22.2/40.5
12 - Data sent/received:	156.7K/168.9K

Thanks, Rob

[#9]

@joseph1 Thanks for the quick post back. It's normal for the internet light to flicker although it's not normal for you to have the issues you've described though. I'd like to replace the router as the next step, unless you have another one you can try?

@Townman Looking back at the history of the problem, the SNRM was pinned at 9dB to keep the line stable.

[#10]

@Gandalf 

9dB to keep the line stable hints at the possibility of intermittent REIN or SHINE.  Access to a Plusnet Hub One would permit detailed monitoring of the line's behaviour using the special version of Router Stats designed to work with the BT HH5a.

[#11]

Potentially but if the line remains stable and all's good at 9dB we won't need to go back down the path of engineer visits.

Let's see what Rob comes back with as he may already have a different router to try. 

[#12]

@Gandalf  @Townman 

Thanks again. I only have my previous pn router, the Technicolor. It was replaced as suspect due to age maybe 3 or 4 years ago when I had previous problems. That didn't make any difference back then, so I imagine it is still ok? Whether compatible with routerstats, I don't know.

I use an "old fashioned" transformer psu, rather than modern noisy smps.

Rob

[#13]

No problem Rob, I'm sending you a new router now you should hopefully receive before the end of the week.

Let us know how it goes once you've got it. 

[#14]

@Gandalf  Will do.

Many thanks,

Rob

[#15]

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@joseph1 wrote:

@Gandalf  @Townman 

Whether compatible with routerstats, I don't know.

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Hi Rob,

The 2704n is most certainly not amenable to being monitored!