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Connection dropping

Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Connection dropping


Hi all,
Recently - since 17th Feb at 0217 (ish!) - I have noticed that my DSL connection has been dropping quite frequently - it was rock solid until then and I have made no changes to wiring or anything. I checked the phone and there was some intermittent crackling which seems to get worse in the evening... However, the DSL drops occur at any time.
Being a relatively new build we don't have a master socket as such - we have an external NTE (which I removed the spiders from yesterday). The first socket connected to the NTE is an ADSL filtered faceplate with the extension socket (1) connected to this so it is pre-filtered.
I changed the router from my Asus N55U back to the Technicolor TG582  but the problem persists. It stayed up for about 12 hours yesterday from 10am - but I noticed it lost connection overnight...
It also seems that sometimes it may not lose sync as the DSL uptime can be longer than the Internet uptime in the Technicolor log...
Any ideas?
Thanks,
Andy
30 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Connection dropping

It does seem there's a issue.

The crackling on the line is probably going to be the cause of your drops.
Do you still get the crackling if you connect the phone into the filtered faceplate with nothing else connected?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping


Thanks Matthew, it looks worse than I thought  Shocked
I checked a phone in the filter plate - and it was still a little noisy... problem is that it is quite intermittent.
I will test again tonight - and get routerstats running on the PC also...
Thanks again,
Andy
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Connection dropping

I've run a line test for you on the phone but I haven't managed to spot a problem. As you say, it's intermittent so it's quite easy to miss.
Do you note any times when the problems are particularly bad? For example, when it's raining, or windy or a time of day?
 Tony
 Plusnet Support
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping

Hi Tony,
It seems worst in the evening (and overnight)  - last evening at around 1800hrs was particularly bad. In fact the modem lost sync and did not recover, the broadband was down for about 30 mins until I power cycled to get it back.
We have an external Openreach NTE box as we are a relatively-new-build - however, the first socket (I put in) is an NTE5 with ADSL filter plate, so I could remove the filtered plate and plug a phone into the "test" socket if needed. Obviously, this disconnected my extension and the ADSL modem - and the noise was still present - clicks pops and the occasional tone! I don't have a dongle micro-filter so could not test direct into the test socket - but given the noise was there I suspect this would not have made a great deal of difference.
I plugged everything back and ran routerstats on the PC and watched my downstream margin vary from 10dB down to 0dB (with accompanying line drop) over an hour or so.
Then it settled down for a while. I did the a quiet line test while waking around the house removing plugs - cycling the central heating etc...but could not cause the same noise.  I think it is external  Sad

Andy
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: Connection dropping

Hey,
@Agrajag

Tony will be in at 11 and I  can see he has a personnel on this so I will makes sure he carries on with the investigation for you.
Smiley
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Connection dropping

If you are positive it's external, we'll need to arrange a telephone engineer for you. Could you please put appointment times on your ticket and we'll get this arranged. Engineers are generally available Monday to Friday between 0800 and 1300 or 1300 and 1800hours for an afternoon. Unfortunately Saturdays are not available for phone engineers in your area.
 Tony
 Plusnet Support
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping

Thanks Tony...
I have done as much as I think I can do now. I checked the wiring at my first socket and changed the filtered ADSL faceplate from a no-brand to a BT MK3 Interstitial plate and this gave an immediate increase in sync and margin. I was hoping (in vain) that this would increase resilience to the line noise - but sadly over the weekend I had many dropped connections. The margin has now gone up to 14dB and the link has been up for about 1 day and 20 hours...
I have attached a graph of my downstream margin since I installed the new face plate last Thursday...
In terms of an engineer I am wondering how useful this is going to be - obviously as our NTE is outside the property they do not need access so can test the line at any time without us present - but as the noise on the phone is intermittent the likely hood is they'll have a wasted journey as they'll turn up, see/hear/measure nothing and say the line is clean.
I could understand if we lived 7km from the exchange in a village with overhead cables - but this is in a 2011 built estate only 2-3km from the exchange in Milton Keynes... and no, our cabinet is not yet FTTC enabled... Sad
Here are the router stats for anyone interested...

Physical Layer Statistics:
  Modem state:                                    up
  Up time (Days hh:mm:ss):              1 day, 21:22:06
  xDSL Standard:                                ITU-T G.992.5
  xDSL Annex:                                    Annex A
  Channel Mode:                                Interleaved
  Number of reset:                              1
  Chipset Vendor info (G.994.1):                Local          Remote
    Country code:                                B500          B500
    ID:                                          BDCM          TSTC
    Specific:                                    0000          0510
  System Vendor info (showtime):                Local          Remote
    Country code:                                0F00          0000
    ID:                                          TMMB          ----
    Specific:                                    3C61          0000
  Bearers generic info                          DS            US
    Payload rate [Kbps]:                        5720          272
    Attenuation [dB]:                            45.0          24.6
    Margins [dB]:                                14.1          19.1
    Output power [dBm]:                          20.5          11.8
    Number of bearers:                          1
    Bearer 0                                              DS            US
      INP [DMT symbols]:                        1.15          0.57
      Delay [ms]:                                        7.87          2.00
      Depth []:                                            32            0.00
      R:                                                        14            0
G.997.1 Statistics (Current):
  Failures:
    Line failures                                Near end
      Loss of signal (LOS):                      1
      Loss of frame (LOF):                      9
      Loss of power (LPR):                      0
  Performance monitoring:
    Line PM:                                    Near end
      Error second (ES):                        168
    Channel PM:                                  Near end      Far end
      Bearer 0:
        Code Violation (CV):                    564            27
        FEC:                                                  51384          92
    ATM data path PM:                            Near end      Far end
      Bearer 0:
        HEC violation count (HEC):              10500          N/A
G.997.1 Statistics (last 15 minutes):
  Failures:
    Line failures                                Near end
      Loss of signal (LOS):                      0
      Loss of frame (LOF):                      0
      Loss of power (LPR):                      0
  Performance monitoring:
    Line PM:                                    Near end
      Error second (ES):                        3
    Channel PM:                                  Near end      Far end
      Bearer 0:
        Code Violation (CV):                    564            27
        FEC:                                    51384          92
    ATM data path PM:                            Near end      Far end
      Bearer 0:
        HEC violation count (HEC):              10500          N/A
G.997.1 Statistics (last 24 hours):
  Failures:
    Line failures                                Near end
      Loss of signal (LOS):                      0
      Loss of frame (LOF):                      0
      Loss of power (LPR):                      0
  Performance monitoring:
    Line PM:                                    Near end
      Error second (ES):                        74
    Channel PM:                                  Near end      Far end
      Bearer 0:
        Code Violation (CV):                    564            27
        FEC:                                    51384          92
    ATM data path PM:                            Near end      Far end
      Bearer 0:
        HEC violation count (HEC):              10500          N/A


Andy
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping


Spoke too soon...
Just as the ADSL had managed to stay up for 2 days - it collapsed in a heap again....at 2pm yesterday... Margin graph attached...
I have updated my ticket with availability for engineer Sad
Andy
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping

Hello it is me again,
I have a feeling I am still getting line drops - but have switched the router back from the PN one so, at present have less logging available to me - could one of the kindly PN staff please check my disconnection rate please?
Since the issues in February I have updated the wiring to ensure there are no issues on my side of the BT-OR connection... I have still noticed on occasion some intermittent line noise
Thanks,
Andy
Plusnet Help Team
Plusnet Help Team
Posts: 5,056
Thanks: 445
Fixes: 161
Registered: 01-01-2012

Re: Connection dropping

Connection graph shown below

Did you swap the routers this afternoon?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping

Thanks Matthew,
No, the router was swapped  a month or so ago ... I think only one of those drops was deliberate... (i.e. me shifting wires about)
Andy
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: Connection dropping

Hi Andy,
Here are your connection logs since Matt last posted, it looks as though we've got another issue with your circuit  Sad
<img src="http://community.plus.net/visualradius/generated/image1429175905191.png"/>
Looking at the above logs and the previous actions you have taken internally, I think it might be time to get an engineer to come out to you and complete some further testing.  Are there any times in the next few days (likely just weekday availability) that you'd be able to accommodate a visit?
Agrajag
Grafter
Posts: 74
Registered: 02-09-2013

Re: Connection dropping

Thanks for that Andy,
I am around tomorrow afternoon (Friday 17th) - probably a bit short notice though! - would have to work out our availability for next week...
Andy
AndyT
Grafter
Posts: 141
Registered: 08-08-2014

Re: Connection dropping

Hi Andy,
Sorry I'd come off the forum before you replied, I could get someone out tomorrow (8am -1pm or 1pm - 6pm) if you're available?
Cheers