Connection keeps dropping

[ghamilton123]

Regarding this I don't think I made it clear, I know my line is capable of 110/25, but the engineer said that the cable can't be loose or corroded as @jab1 suggested the error code entailed due to that speed the line can get, he said if it was loose or corroded I wouldn't be getting anywhere near 110?

[Dan_the_Van]

This is your connection details from the Hub two.

DSL uptime,                  0 days 8 Hours 16 Mins 27 Secs
Data rate,                      20.0 Mbps / 80.0 Mbps
Maximum Data rate,     25.1 Mbps / 108.4 Mbps
Noise margin,               8.8/13.4
Line attenuation,          8.0/16.8
Signal attenuation,       8.0/18.2

Those figures suggest you are not that that far from the green cabinet, you are getting the maximum possible VDSL speed.

From the extracts of the event log show you are getting DSL link down, this issue could be caused by a bad line.

Corroded or high resistance connection would result in variations of Noise margin , Line and Signal attenuation, not sure if you have been looking at these

You could be suffering from electrical interference (some being turned off and/or on), the early hours disconnect might just be DLM or maintenance activity.

Really what needs to happen is and end to end check of your copper connection from the green cab to your property.

Edit: Just looked through the event log you attached and notice.

16:02:40, 28 Aug. DSL Link Up: Down Rate=79999kbps, Up Rate=20000kbps; SNR Margin Down=12.0dB, Up=8.1dB

13:41:39, 28 Aug. DSL Link Up: Down Rate=19804kbps, Up Rate=1095kbps; SNR Margin Down=9.0dB, Up=9.4dB

Did you move home on this date?

Are you using the new hub yet?

[ghamilton123]

Yep I'm on the new and the issues still persisting, seemed to happen not even a hour after installing the new router, Plusnets apparently trying to get a senior engineer out on Wednesday. 

[ghamilton123]

@Dan_the_Van would also like to add, the engineer did say it could be REIN, the engineer also stated he'd try get a "REIN Engineer" booked then left, when I called yesterday the guy on the phone said it couldn't be REIN or SHINE? the engineers being sent out Wednesday, hopefully we get some more insight, then, its just a bit of a joke how the same engineer was out twice, both times he marked the issue as resolved which lead to the questions on my PN account being closed, and then him lying to PN staff yesterday saying he was denied entry to the property, if he was denied entry to the property how would he have known if a new router was ordered, also claimed he's with OR for 8 years. 

Going to have to schedule my day around another engineer coming out on Wednesday, but hopefully this time it resolves the issue. 

[adamwalker]

I'm really sorry to read about the issues with the last engineer visit. I'll check in with you on Wednesday to follow things up then. Do give me a shout in the meantime if you need anything.

[ghamilton123]

Missed a call from PN today but got confirmation that a senior engineer has been booked, will update here on Wednesday with any info I'm provided with. 

[ghamilton123]

Also starting to get seemingly random ping spikes.

Ping statistics for 1.1.1.1:
Packets: Sent = 1140, Received = 1140, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 189ms, Average = 18ms

[jab1]

Nothing at all wrong with that report, @ghamilton123 

[ghamilton123]

Been playing a few games @jab1, and the ping spikes are really noticeable, packets also seem to drop in game whenever a lag spike happens, theres no other devices on the network that could be using the bandwidth to cause it

[ghamilton123]

Received my starlink, will be using it until OR can actually fix the issue I'm facing 

[ghamilton123]

Quick question aswell, does anyone know what OR classes as "rural" 

[Townman]

I would be looking elsewhere than the line for these disconnections.  The link is running 80/20 with a very heathy high SNRM, which ought to deal adequately with NORMAL random line noise introduced by dicky joints.

I would be looking for incidents of ABNORMAL noise spikes associated with major appliance power switching.  Is the old hub a Plusnet Hub One?  If yes, then reinstall it and download the BTHH5a routerstats program from the link below.  Set the monitoring up at a 10 second sample rate and 720 points per graph.  Then run the program 24/7 and look to see if there is any "mess" on the SNRM plot associated with the disconnections.

See if you can correlate the disconnections with anything happening in the property - using the washing machine, kettle, light switch, central heating, emersion heater ... etc.  You suggest that you are in a flat - does the building have a lift?

[ghamilton123]

Hi @Townman, both hubs have been the PN Hub 2,  senior engineer is now out, and he thinks its a issue at the cabinet with the broadband ports, he said a business down here faced the same issue a few weeks back, just waiting to see now. 

None of the issues do correlate to when something is getting used, engineer also stated it isn't a REIN fault. 

[Townman]

That sounds like a comprehensive assessment. The line is clearly sound, the issue is connection stability which could well be the port in the cabinet, though that would be unusual.

Another consideration cones to mind - do you have a telephone handset connected to the line? If not, then you have no means to know if the disconnections are correlated with inbound calls on the line.

[ghamilton123]

@Townman, no I don't have a phoneline, I think I have a SOGEA connection or whatever its called