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Broadband stability

thetool
Newbie
Posts: 4
Registered: 05-11-2012

Broadband stability

My broadband drops out for about 30 seconds quite often.  Just wondered if this was normal?
Router log
Nov 02 05:15:14 home.gateway:ppp:none: Channel Id(0) disconnected after (13 hr 23 min 17 sec)
Nov 02 05:15:14 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 02 05:15:24 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 02 05:15:39 home.gateway:usb:none: _3Ginit: SIM PIN OK

Nov 02 05:15:41 home.gateway:ppp:none: Channel Id(0) connected
Nov 02 05:15:41 home.gateway:im_backend:none: Changed ipwan IP address to 212.xxx.xxx.xxx
Nov 02 05:15:41 home.gateway:usb:none: USB modem call connected!
Nov 02 05:15:46 home.gateway:ppp:none: Channel Id(1) connected
Nov 02 05:15:49 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.xxx.xxx.xxx
Nov 02 05:16:39 home.gateway:ppp:none: Channel Id(1) disconnected after (0 hr 0 min 54 sec)
Nov 02 05:16:39 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 02 05:16:49 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 02 05:16:51 home.gateway:usb:none: USB modem call disconnected!
Nov 02 22:15:05 home.gateway:ppp:none: Channel Id(0) disconnected after (16 hr 59 min 24 sec)
Nov 02 22:15:05 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 02 22:15:22 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 02 22:15:26 home.gateway:ppp:none: Channel Id(0) connected
Nov 02 22:15:26 home.gateway:im_backend:none: Changed ipwan IP address to 212.xxx.xxx.xxx
Nov 02 22:15:28 home.gateway:usb:none: _3Ginit: SIM PIN OK

Nov 02 22:15:29 home.gateway:usb:none: USB modem call connected!
Nov 02 22:16:45 home.gateway:usb:none: USB modem call disconnected!
Nov 02 22:16:46 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 04 01:11:05 home.gateway:turbo_extEvtHandlerProc:none: ADSL line is DOWN!
Nov 04 01:11:15 home.gateway:ppp:none: Channel Id(0) disconnected after (26 hr 55 min 48 sec)
Nov 04 01:11:15 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 04 01:11:22 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 04 01:11:34 home.gateway:usb:none: _3Ginit: SIM PIN OK

Nov 04 01:11:36 home.gateway:usb:none: USB modem call connected!
Nov 04 01:11:40 home.gateway:ppp:none: Channel Id(1) connected
Nov 04 01:12:35 home.gateway:turbo_extEvtHandlerProc:none: ADSL line is UP!
Nov 04 01:12:59 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.xxx.xxx.xxx
Nov 04 01:13:00 home.gateway:ppp:none: Channel Id(0) connected
Nov 04 01:13:05 home.gateway:im_backend:none: Changed ipwan IP address to 212.xxx.xxx.xxx
Nov 04 01:13:22 home.gateway:ppp:none: Channel Id(1) disconnected after (0 hr 1 min 42 sec)
Nov 04 01:13:22 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 04 01:13:29 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 04 01:13:34 home.gateway:usb:none: USB modem call disconnected!

----------- system log buffer tail --------------
Thanks
Mario
9 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Broadband stability

Hi there,
We weren't seeing drops every half hour from our side... there were definitely some drops a few days back, though a bit more random than that. Also they seem to have cleared up now?
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13521274616805.png" />
Please let us know if you're still seeing the same things?
thetool
Newbie
Posts: 4
Registered: 05-11-2012

Re: Broadband stability

Yeah still getting them.
Nov 06 19:00:32 home.gateway:ppp:none: Channel Id(0) disconnected after (65 hr 47 min 32 sec)
Nov 06 19:00:32 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 06 19:00:50 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 06 19:00:55 home.gateway:ppp:none: Channel Id(0) connected
Nov 06 19:00:55 home.gateway:im_backend:none: Changed ipwan IP address to 212.159.xxx
Nov 06 19:00:56 home.gateway:usb:none: _3Ginit: SIM PIN OK
Nov 06 19:00:57 home.gateway:usb:none: USB modem call connected!
Nov 06 19:01:01 home.gateway:ppp:none: Channel Id(1) connected
Nov 06 19:01:01 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.29.xxx
Nov 06 19:02:02 home.gateway:ppp:none: Channel Id(1) disconnected after (0 hr 1 min 2 sec)
Nov 06 19:02:02 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 06 19:02:12 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 06 19:02:14 home.gateway:usb:none: USB modem call disconnected!
Nov 07 08:44:19 home.gateway:ppp:none: Channel Id(0) disconnected after (13 hr 43 min 23 sec)
Nov 07 08:44:19 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 07 08:44:28 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 07 08:44:32 home.gateway:ppp:none: Channel Id(0) connected
Nov 07 08:44:32 home.gateway:im_backend:none: Changed ipwan IP address to 212.159.xxx
Nov 07 08:44:34 home.gateway:usb:none: _3Ginit: SIM PIN OK
Nov 07 08:44:35 home.gateway:usb:none: USB modem call connected!
Nov 07 08:44:39 home.gateway:ppp:none: Channel Id(1) connected
Nov 07 08:44:39 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.95.xxx
Nov 07 08:45:42 home.gateway:ppp:none: Channel Id(1) disconnected after (0 hr 1 min 3 sec)
Nov 07 08:45:42 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 07 08:45:52 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 07 08:45:53 home.gateway:usb:none: USB modem call disconnected!
Nov 07 10:24:27 home.gateway:ppp:none: Channel Id(0) disconnected after (1 hr 39 min 53 sec)
Nov 07 10:24:27 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 07 10:24:36 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 07 10:24:42 home.gateway:usb:none: _3Ginit: SIM PIN OK
Nov 07 10:24:43 home.gateway:usb:none: USB modem call connected!
Nov 07 10:24:43 home.gateway:ppp:none: Channel Id(0) connected
Nov 07 10:24:43 home.gateway:im_backend:none: Changed ipwan IP address to 212.159.xxx
Nov 07 10:24:47 home.gateway:ppp:none: Channel Id(1) connected
Nov 07 10:24:47 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.143.xxxx
Nov 07 10:25:49 home.gateway:ppp:none: Channel Id(1) disconnected after (0 hr 1 min 3 sec)
Nov 07 10:25:49 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 07 10:25:59 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 07 10:26:01 home.gateway:usb:none: USB modem call disconnected!
Nov 07 18:26:51 home.gateway:turbo_extEvtHandlerProc:none: ADSL line is DOWN!
Nov 07 18:26:55 home.gateway:ppp:none: Channel Id(0) disconnected after (8 hr 2 min 12 sec)
Nov 07 18:26:55 home.gateway:im_backend:none: Changed ipwan IP address to 0.0.0.0
Nov 07 18:27:04 home.gateway:loadbalance:none: Use backup WAN [ipwan2]
Nov 07 18:27:10 home.gateway:usb:none: _3Ginit: SIM PIN OK
Nov 07 18:27:12 home.gateway:usb:none: USB modem call connected!
Nov 07 18:27:16 home.gateway:ppp:none: Channel Id(1) connected
Nov 07 18:27:16 home.gateway:im_backend:none: Changed ipwan2 IP address to 10.143.xxxx
Nov 07 18:27:33 home.gateway:turbo_extEvtHandlerProc:none: ADSL line is UP!
Nov 07 18:28:05 home.gateway:ppp:none: Channel Id(0) connected
Nov 07 18:28:05 home.gateway:im_backend:none: Changed ipwan IP address to 212.159.xxx
Nov 08 03:11:35 home.gateway:ppp:none: Channel Id(1) disconnected after (8 hr 44 min 20 sec)
Nov 08 03:11:35 home.gateway:im_backend:none: Changed ipwan2 IP address to 0.0.0.0
Nov 08 03:11:45 home.gateway:usb:none: USB modem call disconnected!
Nov 08 03:11:58 home.gateway:loadbalance:none: Use main WAN [ipwan]
Nov 08 03:12:02 home.gateway:usb:none: _3Ginit: SIM PIN OK

----------- system log buffer tail --------------
I have reported it to customer support at Billion (who are great by the way) to see if they have any ideas too. 
If nothing comes of it looks like I will have to get onto BT.  Oh goodie!
Thanks for checking
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Broadband stability

Let us know what response you get.
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Broadband stability

Quote from: thetool
Nov 07 10:24:43 home.gateway:usb:none: USB modem call connected!

What are you using to connect, a router or a USB modem?
Could you post to say whet model it is please.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
thetool
Newbie
Posts: 4
Registered: 05-11-2012

Re: Broadband stability

Billion have come back after asking for screen shots of this and that with:
Everything seems fine, but you do have low SNR (downstream) reading of 6.5db which might be causing the issue.
Can you ask your ISP to higher your downstream SNR to 9.0db, hopefully this setting should make your ADSL line more stable.
Hope this means something to you.  Any Ideas of the best way to ask for this?
Oh its a Billion 7402NX router.

Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Broadband stability

We can do that but you'll lose approximately 800kbit of downstream speed if we do. If that's alright please let us know and we'll request a retrain for the line with a downstream SNR of 9dB Smiley
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Broadband stability

Seems Billion may not be that aware of how UK broadband works!
6db margin should normally be fine (there's plenty running on ADSL2+ with a 3db margin). If there are a lot of disconnects the exchange tries changing things automatically to try to make it more stable and the first thing it does is increase the target SNR to 9db. Whilst we frequently see people on here asking for their noise margin to be decreased so that they get better speeds, it's unusual to see people asking for it to be increased (which will give a slower sync speed).
How often is it disconnecting?
Do the disconnects correspond to use of the phone (incoming or outgoing)? Have you anything except a phone and the router plugged in to a phone socket? Are there filters in all the sockets in use?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
thetool
Newbie
Posts: 4
Registered: 05-11-2012

Re: Broadband stability

All very interesting.  Well I would rather not slow things down as the drop outs are not doing any harm.  I would rather they stopped though.  The issue was that we have an alarm connected to our connection and it gets very upset if the internet is down for more than a few minutes.  The new router with the 3g connection has resolved this issue but with the routers log has hi-lighted the drop outs on the adsl.  The drop outs are random as you can see by the report, sometimes day or night when people are in the building and some times when there is no one in.  There is a filter on the line and obviously when no one is in there will not be anyone making phone calls.  Can't be shore no one is ringing in though.  I have tried ringing in and that doesn't make the line drop.  Random!
Looking at the pattern, not that there is one.  But  it seems to be getting less and less, not even one yesterday.  I think I will keep an eye on it for a few more days before I decide what to do.
Thanks everyone.
Plusnet Help Team
Plusnet Help Team
Posts: 12,776
Thanks: 108
Fixes: 32
Registered: 27-04-2007

Re: Broadband stability

Let us know if you need any more help. I'd agree there's no particular pattern and as using the phone doesn't seem to cause it to drop that it could potentially be an exchange fault but I'd say it's definitely wise just to keep an eye on things for a day or two.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team