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maxDSL and disconnections

bikepump
Grafter
Posts: 79
Registered: 01-10-2007

maxDSL and disconnections

just a quick poll to find out if it's something at my end or if others experience this too

i myself have 3+ disconnections a day which is v. annoying - though like i said it may be something at my end. Smiley
19 REPLIES
Community Veteran
Posts: 4,729
Registered: 04-04-2007

maxDSL and disconnections

Wink
Community Veteran
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maxDSL and disconnections

I'm not sure if MAX is the same as 8MB but I voted yes anyway as I also suffer frequent disconnections though mostly at night.
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bikepump
Grafter
Posts: 79
Registered: 01-10-2007

maxDSL and disconnections

yup okrz, 8mb is the maxDSL, good to see it's not just me. Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 17,626
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Registered: 05-04-2007

maxDSL and disconnections

@okrzynska

Looking at the connection logs you have been connected for 8 days without dropping, I can see you raise a fault previously but when we asked for further information we didn't get a reply.

I would advise trying a different modem/router, and giving the results of a ping or tracert to a website when you cannot get online. This will help identify where the problem lies.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
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maxDSL and disconnections

Quote
@okrzynska

Looking at the connection logs you have been connected for 8 days without dropping,


Yes, but this doesn't mean that that your DNS servers work continually though does it Chris?
The last time this happened (direct from my router logs):
4/18/2007 10:12:47> Lost contact with DNS servers
4/18/2007 10:12:51> Regained contact with DNS servers
4/18/2007 10:13:2> Lost contact with DNS servers
4/18/2007 11:14:12> Regained contact with DNS servers

This does clearly indicate a massive problem with your DNS servers chris and quite frankly I'm getting sick of you guys continuing to ignore this. I keep bringing it to your attention and you keep ignoring it.

Quote
I can see you raise a fault previously but when we asked for further information we didn't get a reply.


Because quite frankly, you never admit you have a problem. You continue to deny fault, yet people are always here complaining about their connection. The common denominator here is PN who we all use. Why should I continue trying to pursue your help when even your phone support teams say there is little they can do apart from go through the very basics?

Quote
I would advise trying a different modem/router,

I would advise your call centre staff to make notes when I tell them that I HAVE TRIED ANOTHER ROUTER because clearly there IS a lack of communication amongst your staff. I've told you guys that I'm using another device (one which keeps logs of your conection issues unlike the voyager 105) and you are still saying I need to try another device?

Quote
and giving the results of a ping or tracert to a website when you cannot get online.


When your DNS cockups start hitting, ping and tracert are impossible. Do you understand that? - Maybe this instead "Unknown host plus.net"

Quote
This will help identify where the problem lies.


On the contrary, I know where the problem lies - It's at:
Internet House
2 Tenter Street
Sheffield
S1 4BY

G'day Wink
I need a new signature... i'm bored of the old one!
Plusnet Help Team
Plusnet Help Team
Posts: 17,626
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maxDSL and disconnections

I understand that connection problems are frustrating but we have tried to help you with this, however fault diagnostics and resolution require input from both sides. If we ask a question and don't get an answer then we cannot progress this.

Does a ping or tracert to an IP address succeed during these periods?

We have not had any DNS issues such as you are reporting since the 20th March.

We would really like to help you resolve this but without allowing us to investigate the fault I really don't see how this is possible.
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 Chris Parr
 Plusnet Help Team
Community Veteran
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maxDSL and disconnections

Quote
Does a ping or tracert to an IP address succeed during these periods?


Honestly, What do you think? (Hint, read my last reply!)

Quote
We have not had any DNS issues such as you are reporting since the 20th March.


You must be joking pal, I wasn't going to do this, but seeing as you guys are still in denial I'm going to show the world what my router thinks of your service:

Quote
4/11/2007 23:35:49> Lost contact with DNS servers
4/11/2007 23:35:51> Regained contact with DNS servers
4/12/2007 0:38:21> Lost contact with DNS servers
4/12/2007 0:38:23> Regained contact with DNS servers
4/12/2007 1:37:45> Lost contact with DNS servers
4/12/2007 1:37:45> Regained contact with DNS servers
4/12/2007 7:25:27> Lost contact with DNS servers
4/12/2007 7:25:34> Regained contact with DNS servers
4/12/2007 7:36:29> Primary DNS not found!
4/12/2007 8:27:31> Lost contact with DNS servers
4/12/2007 8:27:32> Regained contact with DNS servers
4/12/2007 9:28:15> Lost contact with DNS servers
4/12/2007 9:28:17> Regained contact with DNS servers
4/12/2007 9:28:26> Lost contact with DNS servers
4/12/2007 9:28:28> Regained contact with DNS servers
4/12/2007 9:36:23> Lost contact with DNS servers
4/12/2007 9:36:23> Regained contact with DNS servers
4/12/2007 9:36:33> Lost contact with DNS servers
4/12/2007 9:36:37> Regained contact with DNS servers
4/12/2007 9:36:43> Lost contact with DNS servers
4/12/2007 9:36:47> Regained contact with DNS servers
4/12/2007 10:28:49> Lost contact with DNS servers
4/12/2007 10:28:50> Regained contact with DNS servers
4/12/2007 10:29:0> Lost contact with DNS servers
4/12/2007 10:29:2> Regained contact with DNS servers
4/12/2007 11:3:28> Lost contact with DNS servers
4/12/2007 11:3:28> Regained contact with DNS servers
4/12/2007 11:3:39> Lost contact with DNS servers
4/12/2007 11:3:44> Regained contact with DNS servers
4/12/2007 11:3:54> Lost contact with DNS servers
4/12/2007 11:5:43> Regained contact with DNS servers
4/12/2007 11:10:3> Lost contact with DNS servers
4/12/2007 11:10:6> Regained contact with DNS servers
4/12/2007 11:10:15> Lost contact with DNS servers
4/12/2007 11:10:16> Regained contact with DNS servers
4/12/2007 11:10:23> Lost contact with DNS servers
4/12/2007 11:10:26> Regained contact with DNS servers
4/12/2007 11:40:12> Lost contact with DNS servers
4/12/2007 11:40:22> Regained contact with DNS servers
4/12/2007 12:11:8> Lost contact with DNS servers
4/12/2007 12:11:11> Regained contact with DNS servers
4/12/2007 21:57:55> Lost contact with DNS servers
4/12/2007 21:57:55> Regained contact with DNS servers
4/12/2007 21:58:6> Lost contact with DNS servers
4/12/2007 21:58:11> Regained contact with DNS servers
4/13/2007 2:0:48> Lost contact with DNS servers
4/13/2007 2:0:53> Regained contact with DNS servers
4/13/2007 3:2:19> Lost contact with DNS servers
4/13/2007 3:51:39> Regained contact with DNS servers
4/13/2007 3:56:39> Lost contact with DNS servers
4/13/2007 3:56:44> Regained contact with DNS servers
4/13/2007 4:2:14> Lost contact with DNS servers
4/13/2007 4:2:20> Regained contact with DNS servers
4/13/2007 4:2:28> Lost contact with DNS servers
4/13/2007 4:2:34> Regained contact with DNS servers
4/13/2007 4:5:11> Lost contact with DNS servers
4/13/2007 4:5:12> Regained contact with DNS servers
4/13/2007 4:5:13> Lost contact with DNS servers
4/13/2007 4:5:15> Regained contact with DNS servers
4/13/2007 4:5:17> Lost contact with DNS servers
4/13/2007 4:5:18> Regained contact with DNS servers
4/13/2007 4:7:44> Lost contact with DNS servers
4/13/2007 4:7:45> Regained contact with DNS servers
4/13/2007 4:7:46> Lost contact with DNS servers
4/13/2007 4:7:48> Regained contact with DNS servers
4/13/2007 4:7:49> Lost contact with DNS servers
4/13/2007 4:7:51> Regained contact with DNS servers
4/13/2007 4:12:45> ClientEntryAdd: Delete old Entry to make room!!!
4/13/2007 4:12:45> PPP1 Session is down.
4/13/2007 4:12:45> NAT/NAPT Session Stop: interface ppp1
4/13/2007 4:13:14> Lost contact with DNS servers
4/13/2007 4:22:17> PPP1 PPPoA Connected
4/13/2007 4:22:21> PPP CHAP Authentication success
4/13/2007 4:22:21> PPP1: PPP IP address is 87.113.72.191
4/13/2007 4:22:21> PPP1: PPP Gateway IP address is 195.166.128.72
4/13/2007 4:22:21> PPP1: DNS Primary IP address is 212.159.6.10
4/13/2007 4:22:21> PPP1: DNS Secondary IP address is 212.159.6.9
4/13/2007 4:22:21> NAT/NAPT Session Start: interface ppp1, WAN IP is 87.113.72.191
4/13/2007 4:22:21> No Static Session Information is defined.
4/13/2007 4:22:21> PPP1 Session is up.
4/13/2007 4:22:23> Regained contact with DNS servers
4/13/2007 4:58:12> Lost contact with DNS servers
4/13/2007 4:58:13> Regained contact with DNS servers
4/13/2007 10:26:31> Lost contact with DNS servers
4/13/2007 10:26:36> Regained contact with DNS servers
4/13/2007 10:26:52> Lost contact with DNS servers
4/13/2007 10:27:0> Regained contact with DNS servers
4/13/2007 10:27:7> Lost contact with DNS servers
4/13/2007 10:27:8> Regained contact with DNS servers
4/13/2007 10:27:47> Lost contact with DNS servers
4/13/2007 10:27:48> Regained contact with DNS servers
4/13/2007 10:27:51> Lost contact with DNS servers
4/13/2007 10:27:55> Regained contact with DNS servers
4/13/2007 10:48:24> Lost contact with DNS servers
4/13/2007 10:48:32> Regained contact with DNS servers
4/13/2007 11:2:23> Lost contact with DNS servers
4/13/2007 11:2:25> Regained contact with DNS servers
4/13/2007 11:2:30> Lost contact with DNS servers
4/13/2007 11:2:32> Regained contact with DNS servers
4/14/2007 7:24:13> Lost contact with DNS servers
4/14/2007 7:24:14> Regained contact with DNS servers
4/14/2007 7:24:22> Lost contact with DNS servers
4/14/2007 7:24:24> Regained contact with DNS servers
4/14/2007 7:24:31> Lost contact with DNS servers
4/14/2007 7:24:32> Regained contact with DNS servers
4/14/2007 11:3:48> Lost contact with DNS servers
4/14/2007 11:3:53> Regained contact with DNS servers
4/14/2007 11:3:59> Lost contact with DNS servers
4/14/2007 11:4:1> Regained contact with DNS servers
4/14/2007 11:4:13> Lost contact with DNS servers
4/14/2007 11:4:14> Regained contact with DNS servers
4/14/2007 11:4:23> Lost contact with DNS servers
4/14/2007 11:4:24> Regained contact with DNS servers
4/15/2007 2:28:57> Lost contact with DNS servers
4/15/2007 2:28:57> Regained contact with DNS servers
4/15/2007 3:32:5> Lost contact with DNS servers
4/15/2007 3:32:6> Regained contact with DNS servers
4/15/2007 3:32:8> Lost contact with DNS servers
4/15/2007 3:32:9> Regained contact with DNS servers
4/15/2007 5:33:0> Lost contact with DNS servers
4/15/2007 5:33:2> Regained contact with DNS servers
4/15/2007 5:33:8> Lost contact with DNS servers
4/15/2007 5:33:8> Regained contact with DNS servers
4/15/2007 5:33:22> Lost contact with DNS servers
4/15/2007 5:33:22> Regained contact with DNS servers
4/15/2007 8:51:4> Primary DNS not found!
4/18/2007 10:12:47> Lost contact with DNS servers
4/18/2007 10:12:51> Regained contact with DNS servers
4/18/2007 10:13:2> Lost contact with DNS servers
4/18/2007 11:14:12> Regained contact with DNS servers


Still think it's a small problem? - Looks rather large on my screen!

I'll be pretty blunt here, the only reason I'm still using you guys is because 1) I don't think I should pay the deferred charges and thus won't, 2) Azeurus has a scheduler which allows it to kick in overnight, 3) I keep hoping that you *might* go back to the old 'tech' ISP ways you previously had. You did it once and it worked.

As usual, "Kind regards"
I need a new signature... i'm bored of the old one!
Plusnet Help Team
Plusnet Help Team
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Fixes: 159
Registered: 05-04-2007

maxDSL and disconnections

You should be able to ping an IP address even with DNS problems, DNS servers resolve the name of site to the IP address.

eg.
bbc.co.uk resolves to 212.58.224.131 due to DNS servers.

I would advise reading this if you have any further queries on DNS.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Community Veteran
Posts: 13,885
Thanks: 506
Fixes: 6
Registered: 01-08-2007

maxDSL and disconnections

Chris,

First you say there are no DNS issues. Then you say that even WITH DNS problems I should be able to pingHuh

So, erm, pardon me, but when these DNS issues come to light does that also mean there is a non-existent connection problem which you will also admit to at a later date?

Thanks for the breif explanation of DNS but the very fact that I know about it, recognise faults with it and know how to use it suggests that your 'look good at cust service' attempt is a little wasted on me. I appreciate your making an effort, but the point is PN have issues which are always ignored or you try to distract the customers attention to take the focus away from the main issue. BTW, http://freedns.afraid.org offer a very good DNS management service for domain names and dynamic DNS if you ever need it - I been making use of it for ages myself.

I've said pretty much all I want to say about your service, whether you take my comments on board or not is up to you guys. At the end of the day, when my 12 months of misery is up and you've waved the deferred charge I'll be off to pastures new.
I need a new signature... i'm bored of the old one!
N/A

maxDSL and disconnections

I'm sorry but there don't appear to be any other users having problems connecting to (or losing connection from) DNS servers, so simply stating that the DNS servers are at fault without any further tests or evidence is unhelpful to say the least.

chrisparr is, in an attempt to diagnose your fault, asking you to run a ping or a tracert to an IP address when your connection to the DNS server is lost. If this in turn fails it indicates that it is a general connection problem rather than a specific issue with the DNS servers you connect to.

This request is neither unreasonable nor an admission of failure on his part.

If you want to eliminate the DNS servers from the equation altogether, try using the OpenDNS servers rather than those provided by PlusNet.

If you'd rather not follow reasonable suggestions from users of this forum, or requests to run tests or for information from PlusNet staff- please do not complain about the continuing existance of any problems you might have.
Community Veteran
Posts: 1,160
Thanks: 1
Registered: 01-08-2007

maxDSL and disconnections

Used to get disconnections and varying sync speed but not any more. It suddenly fixed itself with no changes here. I suspect a BT fault which they fixed, despite BT denying there was a problem when asked to investigate both by me and by PlusNet.
Plusnet user since November 2003
Currently on Unlimited Fibre Extra and Unlimited UK & Mobile Calls
Community Veteran
Posts: 13,885
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maxDSL and disconnections

Quote
I'm sorry but there don't appear to be any other users having problems connecting to (or losing connection from) DNS servers, so simply stating that the DNS servers are at fault without any further tests or evidence is unhelpful to say the least.

chrisparr is, in an attempt to diagnose your fault, asking you to run a ping or a tracert to an IP address when your connection to the DNS server is lost. If this in turn fails it indicates that it is a general connection problem rather than a specific issue with the DNS servers you connect to.

This request is neither unreasonable nor an admission of failure on his part.

If you want to eliminate the DNS servers from the equation altogether, try using the OpenDNS servers rather than those provided by PlusNet.

If you'd rather not follow reasonable suggestions from users of this forum, or requests to run tests or for information from PlusNet staff- please do not complain about the continuing existance of any problems you might have.


les...

It's not that I don't want to follow reasonable suggestions, I've just generally had enough of trying. Everytime I report a fault PN find nothing or they find a red exchange (which seems to be a PN only thing). Generally I've given up on PN providing any sort of proper service now and in all honesty I can't be bothered going down any fault reporting, looking into, not finding, fixing avenue. It simply isn't worth my time.

I've pointed out issues with DNS previously and it was denied. Days later they admitted a fault with the DNS servers had occurred during an upgrade - How does that look to you?

Like I said; can't be bothered.
I need a new signature... i'm bored of the old one!
N/A

maxDSL and disconnections

If you really believe that PlusNet DNS servers are to blame, use the OpenDNS ones I linked to in the last post.

These will either completely eliminate PlusNet's servers as the problem or prove your theory correct.

If this does solve the problem, please could you post the IP addresses of the PN DNS servers your router//computer was using so that CSC can investigate.
Fantasticfourum
Aspiring Pro
Posts: 386
Thanks: 53
Registered: 01-08-2007

maxDSL and disconnections

Dont know why your so unhappy i am disconnected quite regularly probably 5 times a day i never stay connected at night when usage is free and my current speed is a massive 248kb this goes up and down quite regularly i am now losing the will to live my last hope is a new router that should be delivered soon if that doesnt work then.......................