Broadband on and off all evening!!!

[#1]

What is happening now???
After being with Plusnet for a long time with no problems ever!!!
Sheet hits teh fan?
after a slow down that got sorted in the end (http://community.plus.net/forum/index.php/topic,104546.0.html)
now my internet keeps dropping best i been on this evening is 20mins
If i plug my router into the test plug i will not be able to use the pc as i dont have a cable long enuff to reach the pc and i cannot move the pc closer to the plug (incase you say plug into the test plug)
stats atm
Link Information
Uptime: 0 days, 0:05:48
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,175 / 16,870
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 3.5
Vendor ID (Local/Remote): TMMB / IFTN
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): 0
Error Seconds (Local/Remote): 677 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 1,931
HEC Errors (Up/Down): 0 / 571

bt speedcheck
Download speedachieved during the test was - 9.48 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 14.88 Mbps
thanks for looking off to work back tomorrow afternoon/evening

and i got dropped again
Link Information
Uptime: 0 days, 0:00:58
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,191 / 16,878
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 3.5
Vendor ID (Local/Remote): TMMB / IFTN
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): 0
Error Seconds (Local/Remote): 705 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 61
HEC Errors (Up/Down): 0 / 17

and again

Link Information
Uptime: 0 days, 0:00:28
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,191 / 16,810
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 3.5
Vendor ID (Local/Remote): TMMB / IFTN
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): 0
Error Seconds (Local/Remote): 743 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 45
HEC Errors (Up/Down): 0 / 8
been like this all evening

[#2]

Hi BooYar,
Sorry things are playing up again, no need to plug into the test socket as I know your wiring is OK (unless a fault needs to be raised). In view of the frequency of the drops, first listen to your phone line. Can you hear any crackling noises?

[#3]

Good morning Anotherone
No need to be sorry pal it's not your fault.
No crackling on the phone line last night or this morning. At some point in the night roughly about 03:20 i got dropped again
seems a lot of errors showing up on the CRC and HEC is that important?
Link Information
Uptime: 0 days, 2:57:58
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,187 / 16,719
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 5.5
Vendor ID (Local/Remote): TMMB / IFTN
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): 0
Error Seconds (Local/Remote): 2,775 / 0
FEC Errors (Up/Down): 2 / 0
CRC Errors (Up/Down): 2 / 4,505
HEC Errors (Up/Down): 1 / 1,966
Thanks for looking

[#4]

Unfortunately the errors reflect the fact that there is a problem with the connection. Do you have a spare filter and have you got/can you borrow an alternative modem/router?
Try just a filter change first - but follow the Disconnect procedure I outlined for you before -
Please remember when doing anything where you may lose sync or need to disconnect/swap follow this procedure -
Login to the modem/router interface and click on the "Disconnect" button - this terminates the "PPP" Internet session to the ISP (not sync to the exchange).  Wait a good minute after the button changes to "Connect" (you may need to refresh the page to be sure).
Then power down the modem/router. Wait a good minute before unplugging the modem/router or it's filter from the line. Then swap whatever needs to be swapped.
Wait another 10 minutes before powering up again.
After you have swapped the filter post some more stats and see if things settle and what's happened to the errors.

[#5]

Hi BooYar,
Along with the tests Anotherone has recommended, given the frequency of the disconnections you're seeing I'd recommend strongly that you raise this to our faults team via the wizard at http://faults.plus.net - that way we'll be able to do some tests and investigate for you as well. If the line still drops with the router in the master (or ideally the test) socket then you've pretty much proved a line fault that we can then escalate for you, which is the goal of getting the tests done anyway.
For reference:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1337777585297.png" />

[#6]

Those drops are horrible, thanks for the graph Matt, and of course raising a fault would be the next step if/once it was shown that the filter or modem/router weren't at fault.

[#7]

Ello again,
Well i have been on the internet this morning for an hr n half no d/c
i been on the internet part of this afternoon and evening no d/c
went out now back on and surprise...im getting d/c's
no spare router, i have an old mirco filter (spare)
not 100% sure but my missus was on the internet last night with her laptop via wireless and she said she never had any trouble on the internet (but she is a woman   )
just swapped sockets on modem and moved router so its stood upright to see if it could be overheating.
Weather permitting i'll do some more surfing tomorrow and see if i get d/cs
Thanks for looking
Link Information
Uptime: 0 days, 0:02:46
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,187 / 16,846
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 3.5
Vendor ID (Local/Remote): TMMB / IFTN
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): 0
Error Seconds (Local/Remote): 4,971 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 1,609
HEC Errors (Up/Down): 0 / 745

[#8]

Ok, all noted.
Edit: Just look at all the drops on the graph yesterday evening, your missus must have been browsing sleep therapy    [coat]

[#9]

On a more slightly serious note, that is a 585 v8 you've got if I recall, can you look at the firmware version?
Also can you login and go to the Wireless settings as described here, and click on Configure in the top RH corner to get to the Settings.
Change the Interface type to 802.11g (only), then click Apply.
There is a possibility that wireless maybe causing the drops, this change may make a difference. If the drops continue, come back to the Settings and uncheck the Interface enabled box, then click Apply. This turns the wireless off (you may have to give the missus a long ethernet lead for the duration). so we can see if this makes a difference.

[#10]

morning
Its v7 m8 and firmware is Software Release : 8.2.23.0
done the 802.11g
time for bed working nights :s
Link Information
Uptime: 0 days, 0:19:23
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,216 / 17,040
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 15.0 / 25.5
SN Margin (Up/Down) [dB]: 6.0 / 3.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 3,369 / 0
FEC Errors (Up/Down): 0 / 9,255,719
CRC Errors (Up/Down): 0 / 2,509
HEC Errors (Up/Down): 0 / 1,686

[#11]

Hi BooYar,
I can see your connection has been on for 7 hours now, but it was definitely still dropping yesterday. If it still does so in the master socket please raise the fault, as the sooner it's raised the sooner we can get it escalated and fixed for you.

[#12]

He hasn't got a spare modem/router at the moment.

[#13]

We can still raise the fault if that's the case, there's an option in the faults wizard to state that you're unable to test another modem or router. Granted that may well lead to further warnings about the £60 charge but we'll make sure to sort something out before booking any engineers out.
If possible BooYar could take his router to another house with a working broadband line and test it there to make sure it's not causing the fault?

[#14]

He might be able to, but as it's been on for 7hrs now, the change in the wireless setting might have something to do with that.

[#15]

It'd certainly make things easier if it was