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Broadband disconnections today.

florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Broadband disconnections today.

Lastnight my internet was fine.

Today the upload is bouncing all over the place causing disconnections.

THe last time this happend a BT engineer left a piece of equipment connected to the exchange causing problems like this and it took weeks to fix.

upload is bouncing from 76kbps to 500kbps

Would a noise margin reset fix this ?

If so please go ahead.

Connection is completely unstable with any kind of load on it.

Using master socket with faceplate off

Thanks

31 REPLIES
higgy1981
Rising Star
Posts: 89
Thanks: 12
Registered: ‎10-04-2017

Re: Broadband disconnections today.

I can get online about 5 minutes at a time today. Terrible terrible service

tonyaitchpc
Newbie
Posts: 1
Registered: ‎17-02-2018

Re: Broadband disconnections today.

Same here, postcode BB7.
Superuser
Superuser
Posts: 13,047
Thanks: 4,337
Fixes: 26
Registered: ‎22-08-2007

Re: Broadband disconnections today.

Hi @florence2,

How are you measuring those speeds?  Is that via a data speed test or some data upload program?  Over wifi or over a wired connection?  What else is connected to the internet at the same time?  Use might not be 'visible' there could be devices doing software updates or other synch activity of which you might not be fully aware.  I suggest that it is worth while covering the basics first.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.  From the Q&A list, choose the one which matches the problem, 'open' the 'section' and click the trouble-shooter link.  NB: If you receive a failure message (rather than a log-in prompt) then log-in to the user portal in a different browser tab and attempt to use the trouble-shooter again.


 

What are the expectations for your line?

Please use the following links to check the services available and their estimated speeds. From the first link, please record and report back the distance from the exchange. The second link advises of which fibre services (if any) are available on your line and their anticipated speed.


 

How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.


 

florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Those speeds are directly from the router.

Currently its

Link Rate 5163 kbps 69 kbps
Line Attenuation 51.0 dB 33.6 dB
Noise Margin 8.5 dB 21.8 dB

 

line speed is 5meg

Exchange is all green .. no problems

 

BT speed test is saying

Download speed (Mbps: 2.15

Upload speed (Mbps 0.00

Ping latency(ms) 0.00

Because as soon as i started the test the connection dropped.

 No noise on the line that i can hear.

florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Link Rate 5163 kbps 69 kbps
Line Attenuation 51.0 dB 33.6 dB
Noise Margin 4.2 dB 10.0 dB

 

69kbps upload.

It's not my equipment.

Superuser
Superuser
Posts: 13,047
Thanks: 4,337
Fixes: 26
Registered: ‎22-08-2007

Re: Broadband disconnections today.

The 21.8dB SNRM on the US is not going to be too helpful.

Those stats look like they come from a netgear router which are never overly helpful in delivering useful stats!

Are you able to find out what the connection uptime is please?

Does the router logs indicate a lot of xDSL drops / reconnections?

Is the router plugged into the test socket (see the speed issues link below)?

Have you tried a different filter?

You might try rebooting the router and see if the US figures are better (Speed higher, SNRM lower).

Have you noticed any problems with internet connectivity around the time of making or receiving phone calls?

 

This is rather looking like there could be noise impacting the US frequencies.  The only way you are going to confirm this is by installing and running router stats - see the links below for some help on that.

You could also just run the broadband fault reporter and see what that finds...

florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Link Rate 4942 kbps 33 kbps
Line Attenuation 51.0 dB 33.8 dB
Noise Margin 4.1 dB 10.2 dB
Superuser
Superuser
Posts: 13,047
Thanks: 4,337
Fixes: 26
Registered: ‎22-08-2007

Re: Broadband disconnections today.

Something is not right here - please use the broadband fault reporter.
florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Tried master socket behind face plate and different filters.

[Internet connected] IP address 146.90.160.157 Saturday, February 17, 2018 16:22:07
[Internet disconnected] Saturday, February 17, 2018 16:21:27
[Time synchronized with NTP server] Saturday, February 17, 2018 16:18:48
[Internet connected] IP address 143.159.196.155 Saturday, February 17, 2018 16:18:32
[Internet disconnected] Saturday, February 17, 2018 16:18:30
[DSL:Up]
[DSLCheesyown]
[admin login] from source 192.168.1.3, Saturday, February 17, 2018 16:16:46
[Internet connected] IP address 51.9.87.11 Saturday, February 17, 2018 16:10:49
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 16:09:21
[DSLCheesyown]
[Internet connected] IP address 51.9.87.101 Saturday, February 17, 2018 16:07:02
[DSL:Up]
[DSLCheesyown]
[DSL:Up]
[DSLCheesyown]
[Internet disconnected] Saturday, February 17, 2018 16:03:14
[Internet connected] IP address 31.185.207.188 Saturday, February 17, 2018 15:57:58
[Internet disconnected] Saturday, February 17, 2018 15:57:43
[Internet connected] IP address 51.7.154.233 Saturday, February 17, 2018 15:30:18
[Internet disconnected] Saturday, February 17, 2018 15:30:05
[admin login] from source 192.168.1.3, Saturday, February 17, 2018 15:14:14
[Internet connected] IP address 51.7.154.233 Saturday, February 17, 2018 13:48:20
[Internet disconnected] Saturday, February 17, 2018 13:48:18
[DSL:Up]
[DSLCheesyown]
[Internet connected] IP address 143.159.196.190 Saturday, February 17, 2018 13:46:18
[Internet disconnected] Saturday, February 17, 2018 13:46:16
[DSL:Up]
[DSLCheesyown]
[Internet connected] IP address 51.7.156.112 Saturday, February 17, 2018 13:44:44
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:44:08
[DSLCheesyown]
[Internet connected] IP address 37.152.242.67 Saturday, February 17, 2018 13:32:44
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:32:28
[DSLCheesyown]
[Internet connected] IP address 51.9.87.25 Saturday, February 17, 2018 13:26:57
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:26:21
[DSLCheesyown]
[Internet connected] IP address 51.9.87.25 Saturday, February 17, 2018 13:23:45
[Internet disconnected] Saturday, February 17, 2018 13:23:42
[DSL:Up]
[DSLCheesyown]
[Internet connected] IP address 51.9.87.25 Saturday, February 17, 2018 13:10:57
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:10:26
[DSLCheesyown]
[Internet connected] IP address 194.75.87.248 Saturday, February 17, 2018 13:05:48
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:05:29
[DSLCheesyown]
[Internet connected] IP address 51.7.154.233 Saturday, February 17, 2018 13:04:20
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 13:03:45
[DSLCheesyown]
[Internet connected] IP address 51.7.154.217 Saturday, February 17, 2018 13:02:37
[Internet disconnected] Saturday, February 17, 2018 13:02:34
[DSL:Up]
[DSLCheesyown]
[Internet connected] IP address 51.7.154.217 Saturday, February 17, 2018 13:00:12
[Internet disconnected] Saturday, February 17, 2018 12:59:56
[Time synchronized with NTP server] Saturday, February 17, 2018 12:58:49
[Internet connected] IP address 51.7.156.119 Saturday, February 17, 2018 12:58:34
[Internet disconnected] Saturday, February 17, 2018 12:58:33
[DSL:Up]
[DSLCheesyown]
[Internet connected] IP address 146.199.149.124 Saturday, February 17, 2018 12:48:39
[DSL:Up]
[Internet disconnected] Saturday, February 17, 2018 12:47:10
[DSLCheesyown]
[Time synchronized with NTP server] Saturday, February 17, 2018 12:36:31
[Internet connected] IP address 51.7.156.21 Saturday, February 17, 2018 12:36:18
[Internet disconnected] Saturday, February 17, 2018 12:36:02
[Time synchronized with NTP server] Saturday, February 17, 2018 12:34:49
[Internet connected] IP address 51.7.156.21 Saturday, February 17, 2018 12:34:35
[Internet disconnected] Saturday, February 17, 2018 12:34:33
[DSL:Up]
[admin login] from source 192.168.1.3, Saturday, February 17, 2018 12:34:19
[DSLCheesyown]
[Time synchronized with NTP server] Saturday, February 17, 2018 12:33:36
[Time synchronized with NTP server] Saturday, February 17, 2018 12:33:33
[Internet connected] IP address 51.9.87.83 Saturday, February 17, 2018 12:33:22
[Internet disconnected] Saturday, February 17, 2018 12:33:20
[DSL:Up]
[admin login] from source 192.168.1.3, Saturday, February 17, 2018 12:33:10
[DSLCheesyown]
[Internet connected] IP address 37.152.242.59 Saturday, February 17, 2018 12:31:13
[Internet disconnected] Saturday, February 17, 2018 12:31:12
[DSL:Up]
[DSLCheesyown]

Moderator's note by Mike (Mav): Post released from Spam Filter.

higgy1981
Rising Star
Posts: 89
Thanks: 12
Registered: ‎10-04-2017

Re: Broadband disconnections today.

Be warned @florence2 the fault/ticket system is beyond awful. Don't expect a speedy resolution. Im 3 weeks in and decided to leave plusnet as a result. Good luck
florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Sorry to hear that higgy.

I've been with plusnet for some time and they have always been a good provider.

 

I put a ticket in but now the speed is at what it normaly is.

Link Rate 5266 kbps 864 kbps
Line Attenuation 50.1 dB 33.1 dB
Noise Margin 7.5 dB 11.8 dB

 

Thats about normal for my connection.

 

I'd say it was the earthquake but this started way before the quake lol

Plusnet Help Team
Plusnet Help Team
Posts: 13,750
Thanks: 267
Fixes: 78
Registered: ‎27-04-2007

Re: Broadband disconnections today.

Hello there, 

 

It looks like things have restabilised again as you've been back online for the past few days 


How are things looking on your side?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

internet not holding a connection today.

upload noise margin very low.

florence2
Dabbler
Posts: 19
Thanks: 1
Registered: ‎10-11-2017

Re: Broadband disconnections today.

Link Rate 5127 kbps 133 kbps
Line Attenuation 51.0 dB 33.6 dB
Noise Margin 7.7 dB 7.9 dB