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I’m still getting disconnections.

Force9Original
Grafter
Posts: 352
Registered: ‎05-02-2010

Re: I’m still getting disconnections.

Quote from: Jessica
D I have tried four different routers, but not recently.  I tried them when I was getting 30+ disconnections per day.

Is your exhange a Huawei MSAN (Vendor: {IFTN} ) ?Huh
If so, have you tried at 2wire 2700 or another Infineon based router?
These can really helpfull  in stabilizing longer lines by pairing Infineon chip sets.
Bob P is a hugh fan of the 2wire & these loads of info on them on these boards.
I've also found ,there more stable than the Broadcom based chip sets (6338 to 635Cool on a longer line  Huawei MSAN.

Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

What??  English please...
Force9Original
Grafter
Posts: 352
Registered: ‎05-02-2010

Re: I’m still getting disconnections.

In the Thomson line stats page (under Broadband  connection- DSL)  the will be a Vender ID info line.
Have a look what its says to find out your  Exchange's Vendor ID (upstream)
The downstream should be TMMB ( downstream meaning your 585v7 router Broadcom chipset) The Upstream ( exchange) will be IFTN if its an Infineon based chipset.
Some more detailed info on Vendor ID codes on towards the bottom of the  Kitz. page.
http://www.kitz.co.uk/adsl/linestats_explanation.htm
By having the same vendor chipsets for upstream & downstream  can really help with line stability and stop the random disconnections.
Smiley
Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

I don’t understand!
I’ve had 11 disconnections over the past few days, my sync is 7136 and my IP profile has dropped to 5000.  Yet I’m informed that this is, and I quote “THIS LINE IS STABLE AND WELL WITHIN ERROR/RETRAIN LIMITS FOR THE CHOSEN SERVICE OPTION (ILQ=GREEN)”
http://i775.photobucket.com/albums/yy31/Screendump/What-2.jpg
Is this really normal for Plusnet or am I just unlucky?
Plusnet Help Team
Plusnet Help Team
Posts: 14,415
Thanks: 342
Fixes: 94
Registered: ‎27-04-2007

Re: I’m still getting disconnections.

FAO Jessica,
I've just checked our connection logs which seem to reflect the disconnection issues you are experiencing at the moment.
There is a ticket open with our faults team awaiting testing at the moment, I'll get this pushed through for you and we'll reply via that ASAP.

FAO Laura1975 Can you let me know what you are having to do to bring the connection back. Also Can I ask you to power your router off for a couple of minutes so I can check and see if this is logged at our side? Also can you let me know what you are looking at to show  that you are being disconnected? According to our RADIUS logs you have been online for 3 days. Let me know and we'll do all we can to get this investigated.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

Dear adamwalker,
Just got home from work and I've checked my modem log.
I've had two disconnections with minutes of each other and there are a lot of strange entries in the log.  The ones that say "Time Exceeded Code: Time to Live exceeded in Transit".  Can you explain these?
My sync is back to 7616 but my profile is down at 5000.
Cheers,

Recorded Events

Time Message

Info 21 days 23:22:01 (since last boot) LOGIN User tried to login on [HTTP] (from 192.168.1.64)

Info 21 days 21:43:06 (since last boot) CONFIGURATION saved by TR69

Info 21 days 21:42:55 (since last boot) FIREWALL event (1 of 2): deleted rules

Warning 21 days 21:42:51 (since last boot) PPP link up (Internet) [87.112.25.38]

Info 21 days 21:42:52 (since last boot) PPP CHAP Chap receive success : authentication ok

Info 21 days 21:42:51 (since last boot) PPP CHAP Receive challenge (rhost = ptn-ag01)

Info 21 days 21:42:51 (since last boot) PPP CHAP Receive challenge (rhost = ERX10.Birmingham3)

Info 21 days 21:42:38 (since last boot) xDSL linestate up (ITU-T G.992.1; downstream: 7616 kbit/s, upstream: 448 kbit/s; output Power Down: 19.5 dBm, Up: 11.5 dBm; line Attenuation Down: 15.0 dB, Up: 10.0 dB; snr Margin Down: 13.5 dB, Up: 22.0 dB)

Info 21 days 21:42:20 (since last boot) xDSL linestate down

Info 21 days 21:42:01 (since last boot) xDSL linestate up (ITU-T G.992.1; downstream: 6432 kbit/s, upstream: 448 kbit/s; output Power Down: 19.5 dBm, Up: 11.5 dBm; line Attenuation Down: 16.0 dB, Up: 11.0 dB; snr Margin Down: 12.5 dB, Up: 14.0 dB)

Warning 21 days 21:41:52 (since last boot) PPP link down (Internet) [87.115.58.117]

Info 21 days 21:41:10 (since last boot) FIREWALL event (1 of 2): created rules

Info 21 days 21:41:09 (since last boot) xDSL linestate down

Error 21 days 20:58:13 (since last boot) FIREWALL icmp check (1 of 8 ) : Protocol: ICMP Src ip: 96.9.191.6 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 20:31:12 (since last boot) FIREWALL icmp check (1 of 12): Protocol: ICMP Src ip: 69.31.111.154 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 20:16:45 (since last boot) FIREWALL icmp check (1 of 2): Protocol: ICMP Src ip: 69.31.111.154 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 19:57:28 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 69.31.111.154 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 18:42:51 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 69.31.111.154 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 18:41:41 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 210.149.34.98 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Info 21 days 17:08:13 (since last boot) LOGIN User tried to login on [HTTP] (from 192.168.1.64)

Error 21 days 17:00:30 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 210.149.34.98 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 16:58:52 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 96.9.191.6 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Info 21 days 16:07:20 (since last boot) LOGIN User tried to login on [HTTP] (from 192.168.1.64)

Error 21 days 15:35:02 (since last boot) FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 210.120.155.6 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Error 21 days 15:33:06 (since last boot) FIREWALL icmp check (1 of 2): Protocol: ICMP Src ip: 210.120.155.6 Dst ip: 87.115.58.117 Type: Time Exceeded Code: Time to Live exceeded in Transit

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: I’m still getting disconnections.

Hi Jessica,
Your fault is still with BT but there should be an update later on today - we'll let you know as soon as we hear anything.
Those messages are from ICMP (ping) requests, I suspect the timeout is because your router is set not to respond to those which is definitely the best way to have it. It's nothing to worry about.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: I’m still getting disconnections.

Laura1975,
Can you please try the VPN via a wired connection but with the wireless turned off? If the wireless is on I suspect your laptop is using that for the VPN in preference over the wired connection, and we need to confirm whether that's the cause or if it's something else. If it's not the wireless we'll investigate further, if it is then we can RMA your router to see if that's the cause.
Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

According to my log this morning I had three recent disconnections.  (how do I get the 585v7 to record a longer period?).  I had a fourth disconnection as I was actually replying to the ticket message.
I hope this get sorted out soon.

Force9Original
Grafter
Posts: 352
Registered: ‎05-02-2010

Re: I’m still getting disconnections.

Have you tried the DMT tool Jessica?
info here
http://www.kitz.co.uk/routers/DMTv7.htm
& v7 download (for  speedtouch 585)
http://www.2cent.de/dmt/v7/dmt.zip
It can help, with finding line issues, by monitoring the connection over a set time.  Its an easy programme to use.
If you post the results, the techincal people on here & CSC can get a clear idea of whats going on.

Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

Is there a similar program to DMT I could use.  I just tried DMT but it doesn't support my firmware.
Do these stats look right to you?:-

DSL Connection
Link Information

Uptime: 0 days, 1:38:16
DSL Type: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 7,616
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 10.0 / 15.0
SN Margin (Up/Down) [dB]: 19.0 / 14.5
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 154 / 0
Loss of Signal (Local/Remote): 73 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 428 / 0
FEC Errors (Up/Down): 1 / 111,043
CRC Errors (Up/Down): 1 / 1,024
HEC Errors (Up/Down): 1 / 137

Mand
Grafter
Posts: 5,560
Thanks: 2
Registered: ‎05-04-2007

Re: I’m still getting disconnections.

@Jessica, your fault is still with BT at the moment.
Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

The last time my fault was with BT, they did nothing.  All I had was a message saying that everything was within excepted margins.
Force9Original
Grafter
Posts: 352
Registered: ‎05-02-2010

Re: I’m still getting disconnections.

Router stats is another popular programme. If you not comfortable in downgrading the Speedtouch's filmware for the DLM tool (flimware guide http://community.plus.net/library/hardware/how-to-upgradedowngrade-the-firmware-on-the-thomson-585v7...

Its a bit more involved to set up but there a video guide which makes things a little easier to understand.
http://www.vwlowen.co.uk/internet/files.htm
The Speedtouch  can get hot which  can also cause random connection dropouts.
Balancing it on its side or  on something that allows air to circulate underneath, may seem a little daft, but it can help kept it cool & stable while line fault finding.
Jessica
Grafter
Posts: 254
Registered: ‎12-02-2008

Re: I’m still getting disconnections.

I hope this get sorted soon.  It’s getting me down.
My father has just pointed out to me that the tree outside the house is whacking the telephone cable like a headmaster possessed..  Can’t be good.  Perhaps your supplier should be informed.
Looks like my disconnections are getting worse.
http://img.photobucket.com/albums/v497/JessicaHart/Plusnetdisconnections.jpg
Jessica