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Broadband connection repeatedly disconnecting

LamersJon
Newbie
Posts: 6
Registered: 29-01-2014

Broadband connection repeatedly disconnecting

Hi all,
over the last 2-3 weeks or so I've had repeated disconnections at various times during the day (twice in the last hour), sometimes at midnight. When this occurs I use my phone's mobile internet to check the service status of plusnet broadband and with the exception of the problems on the 10th of July (and the maintenance which occurred before the world cup from midnight to 6am), I've been having these disconnections when the service status has said that the problem should have been resolved.
Would it be possible to identify the cause of these intermittent disconnections? I should also point out that the router does not always think the internet connection has dropped (below you can see it says it has been up for 4 days).
Additional Information:
BT Wholesale tests:  Download speedachieved during the test was - 10.42 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 10.86 Mbps
Upload speed achieved during the test was - 0.6Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Information from router:
DSL Connection
Link Information

Uptime: 4 days, 17:09:36
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 828 / 12.315
Data Transferred (Sent/Received) [MB/GB]: 979,36 / 1,99
Output Power (Up/Down) [dBm]: 12,2 / 20,9
Line Attenuation (Up/Down) [dB]: 15,2 / 30,0
SN Margin (Up/Down) [dB]: 5,7 / 9,1
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 1.569 / 0
FEC Errors (Up/Down): 140.830 / 14.012.644
CRC Errors (Up/Down): 245 / 37.797
HEC Errors (Up/Down): 192 / 379.800
Type: PPPoA
Uptime: 4 days, 17:11:25
IP Address: 87.115.151.149
Data Transferred (Sent/Received) [MB/GB]: 851,05 / 17,51
Regards,
Jon
4 REPLIES
Moderator
Moderator
Posts: 18,499
Thanks: 1,797
Fixes: 221
Registered: 11-01-2008

Re: Broadband connection repeatedly disconnecting

as noted this would suggest you're not losing connection:
Quote
Type:   PPPoA
Uptime:   4 days, 17:11:25

are you using wired or wireless connection when it seems to go awol?

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

LamersJon
Newbie
Posts: 6
Registered: 29-01-2014

Re: Broadband connection repeatedly disconnecting

wired
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Broadband connection repeatedly disconnecting

I can't see that your connection is dropping as shown here:
<img src="http://community.plus.net/visualradius/generated/image14053319692633.png"/>
I've checked on our suppliers systems and can't spot any drops in sync either. Can you check that your drivers are all up to date on your computer?
Chris Pettitt
Cloud Environments Engineer
LamersJon
Newbie
Posts: 6
Registered: 29-01-2014

Re: Broadband connection repeatedly disconnecting

thanks for the fast reply chris, i think i was getting confused with how vpns work. internet seems to work fine, apologies for wasting your time.