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ADSL broadband connection problems

gopher123
Newbie
Posts: 2
Registered: ‎03-12-2014

ADSL broadband connection problems

Hi,
I have been having problems with my broadband connection for about the last 2 months.
2 months ago I was a connection of approximately 2.5 Mbps.
1 month ago I was getting a connection of 2 Mbps.
Last weekend (22/23rd Nov) we had some electrical work done (router was probably on and off a few times) the connection then went down to < 1Mbps.
The connection kept dropping about over the next few days but has been reasonably stable since Friday/Saturday. I was hoping the speed might have picked up by now.
The link went down today but that was the first time since Sunday Nov 30 18:45:39.
I have raised a problem with plusnet and they have got back in contact with me to say that an engineer needs to come round. If is is a problem with my internal wiring then I will be charged £60! I just want to make sure that I have exhausted all avenues before requesting the engineer.
The router is a Technicolor TG582n I have had it for about 2 years. The router is plugged in to the master socket, I have tried it in the test socket as well but this didn't seem to make any difference (I've got a 2 1/2 year old running around so I don't want this exposed for too long!).
1) Would it be worthwhile ordering a new router and trying this first?
The BT line stats are coming back within the right range but I know I was getting a much faster speed two months ago and I was for about 21 months before that.
I have also attached my stats from router stats.
I am also getting strange messages on the router before the line goes down for example today , there appears to be a firewall configuration amended by TR69 (automated config??) and then the line goes down.
Info Dec 3 11:19:18 CONFIGURATION saved by TR69
Info Dec 3 11:19:03 FIREWALL event (1 of 1): deleted rules
Warning Dec 3 11:19:02 PPP link up (Internet) [146.xxx.xx.xx]
Info Dec 3 11:19:02 PPP CHAP Chap receive success : authentication ok
Info Dec 3 11:19:01 PPP CHAP Receive challenge (rhost = JUNOS)
Info Dec 3 11:19:01 PPP CHAP Receive challenge (rhost = acc-aln1.hg)
Info Dec 3 11:18:54 xDSL linestate up (ITU-T G.992.3; downstream: 1152 kbit/s, upstream: 444 kbit/s; output Power Down: 16.9 dBm, Up: 12.9 dBm; line Attenuation Down: 48.5 dB, Up: 29.2 dB; snr Margin Down: 17.1 dB, Up: 20.0 dB)
Info Dec 3 11:18:28 xDSL linestate down
Info Dec 3 11:17:58 xDSL linestate down
Warning Dec 3 11:16:44 PPP link down (Internet) [146.xxx.xx.xxx]
Info Dec 3 11:15:56 FIREWALL event (1 of 1): modified rules
Info Dec 3 11:15:56 FIREWALL event (1 of 1): created rules
Info Dec 3 11:15:56 xDSL linestate down
Current router stats
Link Information
Uptime: 0 days, 9:20:54
DSL Type: ITU-T G.992.3
Bandwidth (Up/Down) [kbps/kbps]: 444 / 1.152
Data Transferred (Sent/Received) [MB/GB]: 285,78 / 1,99
Output Power (Up/Down) [dBm]: 12,9 / 0,0
Line Attenuation (Up/Down) [dB]: 29,2 / 48,5
SN Margin (Up/Down) [dB]: 20,1 / 16,7
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 9 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 138 / 0
FEC Errors (Up/Down): 0 / 7.383
CRC Errors (Up/Down): 0 / 95
HEC Errors (Up/Down): 0 / 437
BT Speed TEST
1. Best Effort Test:  -provides background information.
Download  Speed
0.87 Mbps

0 Mbps 1 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.87 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-1 Mbps.
IP Profile for your line is - 1.01 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.27 Mbps

0 Mbps 0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.27Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps

I would really appreciate any help with this. All I would like is for my profile speed to go back to 2.5Mbps - 3 Mbps where it was for the previous 21 months.
5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: ADSL broadband connection problems

I'm just having a look at this now, I'm going to run a quick line test again as the previous one was showing a 'HIGH RESISTANCE IMBALANCE DETECTED', which is why we requested an engineer.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: ADSL broadband connection problems

Your line is banded, so it won't get above 1Mb unless the banding is removed. Lines are banded to improve stability. The test I've just run isn't showing the same fault condition as previously, however it may be that the resistance fault is intermittent. I'm going to remove the banding, as this should allow you to see higher speeds again, but I'd suggest letting us know if the line starts disconnecting or slowing down again.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
gopher123
Newbie
Posts: 2
Registered: ‎03-12-2014

Re: ADSL broadband connection problems

Big thank you for looking into this for me Chris.
I am now getting a very healthy looking 2.86Mbps download speed.
Interesting regarding the line resistance. I'll keep checking the router stats to see how often the line goes down. Hopefully it was just a blip but I'll get back in contact again if I have any further problems.
The line went down twice today, I am guessing due to changes on the account.
<173> Dec  4 09:11:59 xDSL linestate down
<85> Dec  4 09:11:59 FIREWALL event (1 of 1): created rules
<85> Dec  4 09:11:59 FIREWALL event (1 of 1): modified rules
<173> Dec  4 09:12:17 xDSL linestate down
<132> Dec  4 09:12:41 PPP link down (Internet) [146.xxx.xx.xx]
<173> Dec  4 09:12:47 xDSL linestate down
<173> Dec  4 09:13:12 xDSL linestate up (ITU-T G.992.3; downstream: 3340 kbit/s, upstream: 440 kbit/s; output Power Down: 17.9 dBm, Up: 12.8 dBm; line Attenuation Down: 47.0 dB, Up: 29.1 dB; snr Margin Down: 6.3 dB, Up: 17.6 dB)
<39> Dec  4 09:13:15 PPP CHAP Receive challenge (rhost = acc-aln1.hg)
<39> Dec  4 09:13:15 PPP CHAP Receive challenge (rhost = JUNOS)
<38> Dec  4 09:13:16 PPP CHAP Chap receive success : authentication ok
<132> Dec  4 09:13:19 PPP link up (Internet) [80.xxx.xxx.xx]
<85> Dec  4 09:13:19 FIREWALL event (1 of 1): deleted rules
<14> Dec  4 09:13:28 CONFIGURATION saved by TR69 
<132> Dec  4 13:15:11 PPP link down (Internet) [80.xxx.xxx.xx]
<85> Dec  4 13:15:11 FIREWALL event (1 of 1): created rules
<85> Dec  4 13:15:11 FIREWALL event (1 of 1): modified rules
<39> Dec  4 13:15:24 PPP CHAP Receive challenge (rhost = acc-aln1.hg)
<39> Dec  4 13:15:40 PPP CHAP Receive challenge (rhost = JUNOS)
<38> Dec  4 13:15:41 PPP CHAP Chap receive success : authentication ok
<132> Dec  4 13:15:41 PPP link up (Internet) [84.xx.xxx.xxx]
<85> Dec  4 13:15:41 FIREWALL event (1 of 1): deleted rules
<14> Dec  4 13:15:51 CONFIGURATION saved by TR69
Rx-Noise has also gone down substantially to 4.1-4.3
Wed 03 Dec 2014  22:39:33 146.xxx.xx.xx Rx-Noise=16.3 Tx-Noise=20.1 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Wed 03 Dec 2014  22:40:33 146.xxx.xx.xx Rx-Noise=16.3 Tx-Noise=19.9 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Wed 03 Dec 2014  22:41:33 146.xxx.xx.xx Rx-Noise=16.4 Tx-Noise=20.1 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Wed 03 Dec 2014  22:42:33 146.xxx.xx.xx Rx-Noise=16.6 Tx-Noise=20.1 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Wed 03 Dec 2014  22:43:33 146.xxx.xx.xx Rx-Noise=16.6 Tx-Noise=20.0 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Wed 03 Dec 2014  22:44:33 146.xxx.xx.xx Rx-Noise=16.5 Tx-Noise=20.0 Rx-Sync=1152 Tx-Sync=444 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:17:17 84.xx.xxx.xxx Rx-Noise=4.1 Tx-Noise=18.5 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:18:17 84.xx.xxx.xxx Rx-Noise=4.4 Tx-Noise=18.2 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:19:17 84.xx.xxx.xxx Rx-Noise=4.3 Tx-Noise=18.6 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:20:17 84.xx.xxx.xxx Rx-Noise=4.1 Tx-Noise=18.6 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:21:17 84.xx.xxx.xxx Rx-Noise=4.3 Tx-Noise=18.8 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:22:17 84.xx.xxx.xxx Rx-Noise=4.2 Tx-Noise=18.6 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:23:17 84.xx.xxx.xxx Rx-Noise=4.4 Tx-Noise=18.7 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:24:17 84.xx.xxx.xxx Rx-Noise=4.1 Tx-Noise=18.7 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:25:17 84.xx.xxx.xxx Rx-Noise=4.3 Tx-Noise=18.6 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thu 04 Dec 2014  20:26:17 84.xx.xxx.xxx Rx-Noise=4.1 Tx-Noise=18.7 Rx-Sync=3340 Tx-Sync=440 Rx-=0.0 Tx-=0.0
Thanks again.
Rich
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: ADSL broadband connection problems

Hi Rich,
Different Chris this time!
When the banding is removed from the line it puts your line back into a 10 day stability period, so it might drop the odd time or two throughout this time. If you notice the drops are very frequent, let us know as it could be down to a more serious problem that we'd like to look at Smiley
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: ADSL broadband connection problems

You should also keep an ear on your phone line periodically and listen for crackles or other noises. Dial 17070 option 2 for the Quiet Line Test.