cancel
Showing results for 
Search instead for 
Did you mean: 

Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

@SammyM  or

@MasterOfReality

Please can I have another Radius report. My router log shows just one disconnection.

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 746
Fixes: 284
Registered: ‎01-01-2012

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Thanks for getting back to us.

I've attached the RADIUS report below

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Thanks. The one about 1400 on Friday 7th I imagine was PN testing my connection, as I received your detailed report very soon after.

The one on Saturday around 1900 wasn't noticed as affecting my router.

So, looking good.

I think maybe at the weekend another radius report would be useful, just to show what is happpening.

Do you know if my max data rate has been reduced? It is still quite a bit lower than before bt visited. Noise margin is looking good as well.

A few minutes ago:

6 - Uptime: 2 days 15:36:57
7 - Data rate: 944/6747
8 - Maximum data rate: 1356/7540
9 - Noise margin: 6.5/10.7
10 - Line attenuation: 22.1/40.5
Plusnet Help Team
Plusnet Help Team
Posts: 5,075
Thanks: 1,286
Fixes: 241
Registered: ‎25-03-2015

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

It does look like the sync is a little lower than it was previously, however the Indicative Line Quality suggests that DLM will likely continue to tweak the connection to try and improve the speeds.

 

With the engineer visit being so recent, I'd recommend continuing to monitor at this point.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

@HarryB Thank you for the reply. Yes, I think monitoring my router stats, even if no lengthy disconnects is a good idea.

Plusnet Help Team
Plusnet Help Team
Posts: 1,483
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Thanks @joseph1,

 

Please let us know if the connection issues persist.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

OK. I must say that since starting this thread due to my complete frustration with the PN ticket system and being totally ignored, I can congratulate PN on their assistance since then. It is re-assuring and nice to feel a valued customer again. I have been with them for 18 years continuous approx?

Here are my latest router stats from "helpdesk"

I can only assume the downtime 3.38 hours ago was PN maybe re-configuring something, as my speed is now increased. I certainly was not aware of any drop in internet this end today.

5 - Mode ADSL
6 - Uptime: 0 days 03:38:26
7 - Data rate: 952/7680
8 - Maximum data rate: 1360/7268
9 - Noise margin: 6.0/7.7

 

Sincere thanks to the Sheffield team!

joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Spoke too soon! About 2 mins ago, got an alert on my mobile of "No internet". Sure enough, it had disconnected. Waited about 90 seconds, still off. Unplugged router 10 seconds, plugged in again and it shortly restored.

Following show the "dropped" helpdesk first then the "re-connected" data from helpdesk.

6 - Uptime: -
7 - Data rate: 952/7680
8 - Maximum data rate: 1360/6288
9 - Noise margin: 5.9/4.6
10 - Line attenuation: 22.1/40.5

 

6 - Uptime: 0 days 00:04:23
7 - Data rate: 976/6976
8 - Maximum data rate: 1384/7132
9 - Noise margin: 5.7/9.0
10 - Line attenuation: 22.1/40.5

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,610
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Hi there, 

 

Luckily we've only seen the 2 drops including the one you've mentioned over the past couple of days. 

 

I'd definitely still keep an eye on things, I'll set myself a reminder to make sure we check in with you on Monday to see how things look then but please do let us know if you need us for anything in the meantime:

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

@adamwalker@EmilyD@HarryB

Anyone any ideas to resolve my router helpdesk security warning? Address line shows:

"Not Secure http://192.168.1.254/helpdesk.html"

Trouble is that my new antivirus, kaspersky, keeps warning me about it. 

Also, almost 6 days with no drops visible on my router. 

Can I have another Radius report please?

6 - Uptime: 5 days 22:29:13
7 - Data rate: 976/6976
8 - Maximum data rate: 1384/7264
9 - Noise margin: 5.7/9.4
10 - Line attenuation: 22.1/40.5
Plusnet Help Team
Plusnet Help Team
Posts: 1,483
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Hi @joseph1,

 

I'm sorry that you keep seeing a router security warning from your antivirus. I've had a look into this and this appears to be a common occurrence with Kaspersky and doesn't necessarily indicate a problem. I'd recommend contacting them as they should be able to assist with stopping this warning from appearing.

 

Your connection is looking stable at the moment with the last connection drops being on the 14th of February:

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Anyone any ideas to resolve my router helpdesk security warning? Address line shows:

"Not Secure http://192.168.1.254/helpdesk.html"

Never used Kaspersky before, but I often tell others to bookmark their router ip address like this

https://192.168.1.254 or in your case https://192.168.1.254/helpdesk.html

(note https and not http)

My guess is it'll clear the security warning....

Plusnet Help Team
Plusnet Help Team
Posts: 963
Thanks: 165
Fixes: 30
Registered: ‎22-01-2018

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Hello @joseph1,

 

Please can you give the above ago suggested by @DS and if that doesnt help, can you try it after disabling you antivirus software.

 

Please let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

@DS

Neither the https work. I disabled the antivirus and still not working. 

This site can’t be reached

192.168.1.254 refused to connect.

Try:

AV now re-instated

Thanks

ERR_CONNECTION_REFUSED
joseph1
Grafter
Posts: 42
Thanks: 2
Registered: ‎26-01-2019

Re: Weeks of problems and IGNORED by plusnet on open ticket! FED UP!

Also noticed it dropped out this morning after 0500. First time for over 5 days:

This was taken at 1732 today

6 - Uptime: 0 days 12:29:31
7 - Data rate: 944/8458
8 - Maximum data rate: 1356/8628
9 - Noise margin: 5.9/6.1

10 - Line attenuation:

22.2/40.5

 

Note the different noise margin and higher data rate from yesterday. 

The actual data rate of 976/6976 has remained unchanged since 15 Feb according to my records.

 

Yesterday it was :

20 Feb 0942

6 - Uptime:

5 days 14:54:50

7 - Data rate:

976/6976

8 - Maximum data rate:

1384/7544

9 - Noise margin:

5.5/10.1

10 - Line attenuation:

22.1/40.5

 

As long as the https on my router is not allowing a breach except when viewing the actual page, I don't think it is a problem to me. However, is it a 24/7 security risk as it doesn't have the https?

Thanks all.