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

Plusnet Help Team
Plusnet Help Team
Posts: 817
Thanks: 174
Fixes: 36
Registered: ‎26-03-2018

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

@joseph1 

 

here is your RADIUS log; 

 

 

I hope it helps. 

 

let us know what you decide about the engineer. 

 

Thanks,

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

THANKS! Well, of the last 8, one I was told is PN testing, 2 are accidental power off by myself and one is me changing over to external filter on the master socket.

So as to keep things in correct procedure, I replied to the ticket about an hour ago saying I will contact again on 4 feb regarding the visit.

I will keep adding the router stats each time I post, not that I am concerned at all, but just for sharing the information.

6 - Uptime: 0 days 03:16:28
7 - Data rate: 948/7887
8 - Maximum data rate: 1296/8296
9 - Noise margin: 5.5/8.3
10 - Line attenuation: 22.2/40.5

Thank you again.

joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

1 Feb, @ 2006 router stats

6 - Uptime: 2 days 06:01:04
7 - Data rate: 948/7887
8 - Maximum data rate: 1296/8124
9 - Noise margin: 5.4/7.8
10 - Line attenuation: 22.2/40.5
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

2 feb @ 1712

6 - Uptime: 3 days 03:05:55
7 - Data rate: 948/7887
8 - Maximum data rate: 1296/8392
9 - Noise margin: 5.4/8.5
10 - Line attenuation: 22.2/40.5

 

Seems data rate has now been locked at 7887 rather than varying like a few days ago?

Plusnet Help Team
Plusnet Help Team
Posts: 817
Thanks: 174
Fixes: 36
Registered: ‎26-03-2018

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

Hi @joseph1 

 

Thanks for keeping us up to date. 

 

Let us know how you wish to proceed. 

 

All the best, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

@MasterOfReality 

Slight increase:

6 - Uptime: 0 days 02:30:39
7 - Data rate: 910/8050
8 - Maximum data rate: 1296/8496
9 - Noise margin: 5.7/8.4
10 - Line attenuation: 22.2/40.5

 

I did reply on my open ticket asking for another radius report, so as i have latest before contacting BT. Sometimes replies can be slow though. Can you help please or should I wait for the ticket reply. I don't want to tread on anyone's toes!

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 817
Thanks: 174
Fixes: 36
Registered: ‎26-03-2018

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

Sorry that wasn't picked up, @joseph1 

 

here's your RADIUS logs; 

 

 

That 3 days of constant connection is a good sign - was the disconnect at about 2.20pm you resetting? 

 

Thanks, 

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

About 1900 today, I lost internet connection.

6 - Uptime: -
7 - Data rate: 910/8050
8 - Maximum data rate: 1296/5312
9 - Noise margin: 5.8/0.2
10 - Line attenuation: 22.2/40.5

I tried a ping of my router which was ok as expected(192.168.1.254) and also a couple of different plusnet dns, and 8.8.8.8, but all timed out.

I then unplugged the adsl line input from router for about 2 seconds, plugged in again  and very soon after all was restored. (posted at 1919)

joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

@MasterOfReality Sorry, only just caught up with the 2.20 comment. Thanks for the radius. No, I wasn't aware of any disconnection until the one I have just posted about, it was around 1900. Any ideas on the 2.20 and this  latest one? Thanks

joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

@MasterOfReality Looks like it was off but self reset just before 0400 this morning:

6 - Uptime: 0 days 05:18:45
7 - Data rate: 944/7136
8 - Maximum data rate: 1352/7612
9 - Noise margin: 6.3/9.7
10 - Line attenuation: 22.2/40.5

On the previous chart I posted last night, do the downstream levels make sense? The 0.2dB noise margin and data rate of 8Mb +

Any ideas why a lot of the drops it resets itself but sometimes it doesn't, which is my main problem? That is, very short failures as shown in Radius I do not notice.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

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

Our tests still aren't showing the cause for the drops I'm afraid so it's probably worth arranging an engineer visit. If you can update your fault ticket with your availability nudging us over here once you've done so we'll get it booked in for you.

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 Anoush Mortazavi
 Plusnet Help Team
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

@Gandalf

@MasterOfReality

Thanks.

Failed again. Log below is 7 Feb @ 0715 After internet being being disconnected since at least 0300.

Router data, BEFORE resetting (Internet led OFF):

 It is showing a data rate, is this normal with no internet connection? 

 

6 - Uptime:

-

7 - Data rate:

952/7683

8 - Maximum data rate:

1364/6892

9 - Noise margin:

5.7/6.1

10 - Line attenuation:

22.2/40.5

Tried the reset button on router, doesn’t do anything.

Unplug router power 5 seconds, takes about 20-30 seconds to reconnect with:

 

6 - Uptime:

0 days 00:00:52

7 - Data rate:

944/7371

8 - Maximum data rate:

1360/7420

9 - Noise margin:

6.2/8.9

10 - Line attenuation:

22.2/40.5

Working again. Am now contacting PN via ticket 184648061 requesting a BT visit.

Just hope it is someone who will look at what is happening from my saved logs and not totally ignore my information, and just doing a quick test from master socket with a No fault found, then Goodbye! It has happened before a few years ago with such a “not interested in what you tell or show me” "My own test is all I do attitude"!

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,787
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Registered: ‎25-03-2015

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

Thanks @joseph1, I've booked that in and sent confirmation of the appointment via your account for you.

 

Hopefully the engineer is able to get to the bottom of this for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
joseph1
Grafter
Posts: 33
Registered: 4 weeks ago

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

@HarryB

@Gandalf

@MasterOfReality

Please can I have another Radius report?

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 664
Thanks: 124
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Registered: ‎22-01-2018

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

Hello @joseph1,

 

Thanks for getting in touch, I have picked up your fault ticket and updated it here with a radius report and next course of action.

 

Please get back to us if you need any further assistance in the meantime.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team