cancel
Showing results for 
Search instead for 
Did you mean: 

Connecting dropping

briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Connecting dropping

Over the past couple of days our connection has been dropping frequently, mainly in the evenings/night (at least that I've noticed).
Is there any reason for this?
Currently this hasn't caused our connection to be banded but I fear it will if this continues.
I've attached a screenshot of the router details page, taken moments before my connection dropped again.
13 REPLIES
Superuser
Superuser
Posts: 10,464
Thanks: 1,926
Fixes: 19
Registered: 22-08-2007

Re: Connecting dropping

Hi,
Is there noise on the phone line?  Dial 17070 option 2.  If there is noise report a noisy line fault to your phone provider and do not mention broadband problems... unless it is PlusNET!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

Hi briarley17,
I've taken a look at your line and I can see that the line quality is pretty low and your line is erroring. It's difficult to pinpoint on what is likely to be causing the issue. Your speeds are deteriorating as a result of the drops that you've had. Here's a look at your connection:
<img src="http://community.plus.net/visualradius/generated/image14037698078489.png"/>
Would you be able to connect into your Test Socket with an alternative microfilter?
Chris Pettitt
Cloud Environments Engineer
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

Townman - The line is quiet with maybe the very faintest of static, but it's so quiet it could just be in my head!
Chris Pettitt - " Your speeds are deteriorating as a result of the drops that you've had" We're currently synced at 14332kbps with Plusnet line speed set to 11Mbps..?
Currently we do not use a standalone microfilter as there is one built into the BT interstitial adapter we have.
I have now connected the router to the test socket with a microfilter and removed the interstital adapter for now.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

Yes, the sync speeds are at the top end of the 7M-14M banding as seen here: http://community.plus.net/library/broadband/broadband-faults-guide-banding-guide/
The sync speeds can probably do better, but the drops have caused the banding. The profile set on our side probably hasn't caught up yet, however, I'm concerned about the drops in the first instance. I'll give the line a bit of time in the Test Socket and I'll post up another graph.
Chris Pettitt
Cloud Environments Engineer
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

Oh, well I wasn't particularly aware of the 7-14Mb banding being in place as 14Mb tends to be as high as we ever sync. The maximum I've seen is about 15Mb which I believe is the speed the BT engineer gave as the maximum on the line coming into the house.
The line speed stated on the Plusnet side (https://portal.plus.net/my.html?action=data_transfer_speed) was been at 11Mbps for a while but I wasn't going to complain as the line was stable!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

Is there anything in the early mornings that you can think of that comes on or is set on a timer that might cause the connection to drop out?
Chris Pettitt
Cloud Environments Engineer
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

Nothing that I'm aware of, certainly nothing has changed in the last week.
Errors are high, see attached screenshot.
Loss of framing and loss of signal also high.
These stats are since the router has been in the test socket.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

I'd raise a fault with us so we can get this looked at again for you. This can be done at http://faults.plus.net.
Chris Pettitt
Cloud Environments Engineer
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

Raised a fault ticket.
It would appear that after submitting the ticket, the connection was reset (perhaps coincidence).
Edit: "We are currently performing tests on your broadband service...", so not coincidence.
This has caused further banding it would seem as we are now synced at 8064kbps.
The SN Margin now also seems to be targetting 12dB, whereas is was at 6dB previously.
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

Speed back to 13520kbps.
BTw diagnostics now giving:
"For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 11.93 Mbps"
SN Margin back to 6dB.
CRC errors still high.
Connection seems to be doing the same as it has the last 2 nights, ie. dropping every 10 minutes or so.
Still connected to test socket.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

Thanks for the information, really handy. Our Faults Team will be back in touch with further details on Ticket: 87693328 as soon as they can.
Chris Pettitt
Cloud Environments Engineer
briarley17
Grafter
Posts: 39
Thanks: 1
Registered: 21-01-2014

Re: Connecting dropping

6 drops in the last 20minutes.
The issue has continued every night, no update from support team as yet.
Router still in test socket.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Connecting dropping

I've just given our Faults Team a nudge to try and get this picked up ASAP for you.
Chris Pettitt
Cloud Environments Engineer