No Internet connection Ticket #73170420

[#1]

I've passed your fault ticket back to our faults team for further investigation.

[#2]

@MisterW
Thank you at last someone who has read my posts and sees what the problem is and not jumping to the usual conclusions of blaming wireless connections and routers. I wonder if it's the BT modem or a joint fault on my line subject to weather changes which could be difficult to find as it's very intermittent.

@chrispurvey
Thanks Chris I await their reply.
Bjn

[#3]

Just had a look at results from my Samknows box this morning and the results show a steady decline in my download connection speed results over last few weeks.Something is clearly going on but what it is I don't know if it connected to the intermittent loss of connections.

[#4]

Quote

I wonder if it's the BT modem or a joint fault on my line

It's either a faulty modem or some form of line (or cabinet equipment) problem. From what you describe (the DSL light flashing on the modem) the modem is losing synch, this can't be anything to do with the router!.

Quote

Something is clearly going on but what it is I don't know if it connected to the intermittent loss of connections.

Almost certainly. If it's a faulty modem then the repeated disconnections are going to cause the DLM to try and stabilise the line. If it's a line problem causing errors then again the DLM will try and increase noise margin to reduce the errors. Either way the noise margin is going to increase and thus reduce speed.

[#5]

@MisterW
Thanks for your reply, your more helpful than CS and you seem to understand what's happening from my description of the problem. From what you say explains why my line speed is slowly reducing, I just wish I could get CS to get away from thinking its a wireless then router problem which I've known from the start it's not.
@Chrispurvey
Chris any chance you could follow up what MisterW has said which may help with getting to to bottom of my connection problem?

[#6]

I'm sure that you'll get some sense now that Chris is in contact with the faults team. The Digital Care team are a pretty knowledgable lot and are quite good at 'beating heads together'  when necessary.

[#7]

I've been in communication with our faults team who are taking a look at this and will be in-touch.

[#8]

Thanks Chris for your help and I await a reply from faults team
Bjn
UPATE
about 8pm tonight twice within a few minutes all lights when out on BT modem as if it was rebooting but I still had a internet connection as could browse internet. On checking router it had not lost connection as still showing on line for nearly 4 days and same IP address (I'm on a dynamic IP). Strange things happen with modem?

[#9]

We had no record of any disconnection, as you mentioned you could still access the internet.
<img src="http://community.plus.net/visualradius/generated/image13778521492766.png"/>
I'd imagine we're going to need to replace the modem via an engineer visit, our faults team will be in-touch to confirm either way.

[#10]

Thank Chris for your help in this matter and await a reply from the faults team.

[#11]

Update
Call from faults team last night and they have arranged a engineer visit for Friday morning. Hope I get a good friendly BT engineer as this is a "strange fault" quote from Plusnet faults guy I had a good long conversation with last night and he was a credit to Plusnet for customer Service and polite understanding of my problem.
Just done a speedtest and something going on as I've been getting about 46Mbs down and 8Mbsup
<a href="http://www.thinkbroadband.com/speedtest/results.html?id=137819183736852056659"><img alt="My Broadband Speed Test" src="http://www.thinkbroadband.com/speedtest/button/137819183736852056659-mini.png" /></a>

http://www.thinkbroadband.com/speedtest/button/137819183736852056659-mini.png

[#12]

Hope the engineer gets it sorted for you, and thanks very much indeed for the feedback - we'll make sure that's passed on for you

[#13]

BT engineer call promt 8am today a very pleasant and helpful lady and did some line tests. The diagnosis was a faulty BT modem which was replaced. I'm now connecting with a IP of 55.79
My Plusnet account is still set at an IP of 48.8 could you please reset it to match the new BT modem IP of 55.79 please.

Well my line connection is now back to what it was at install at November 2012 which had slowly drop since the intermittent faults started at Easter.
Many thanks to all at Plusnet as intermitant faults are not easy to find/fix.
Bjn

[#14]

Hi Bjn,
Just bumped the profile on our side up to 57400 to match what we're seeing on BTs side (well half of it - the side we get our reports from still has you on 48Mb which is why our side profile hadn't updated itself).
Hope that gets you a speed increase.

[#15]

Thanks Matt
After a quick hop to new gateway for router to pick up new settings I'm now downloading at 54.73Mbs which is great news.
A big thank you to all at Plusnet who have worked on my problems looks like a good result
Bjn
dick:quote