Constant ADSL drop outs

[#1]

I've been complaining on twitter for months and yet nothing has been done. Line keeps dropping out, sometimes for hours at a time. SNR margin sometimes goes negative, a few minutes ago when I checked it was -6.8, although I've seen it go as low as minus 30.
Despite having been told by whoever is on the twitter account "there is a problem with your line" nothing is done. I want it fixed. I am paying to use the internet, I am paying line rental...
And I should add I have raised the matter of your awful service and compensation and have been told to telephone. I am deaf. I have been told there is no way to get any compensation unless I telephone and apparently I should spend money on specialist equipment, at my own expense to give me equal access to the services people who do not have hearing aids get for free.

[#2]

Fantastic customer service. You guys really don't care at all do you.

[#3]

Hi Kvbudge,
I'm disappointed to hear of your plight.  My step son is profoundly deaf so I have a great deal of sympathy for your plight.  I'll see what I can do to help you.
First the negative SNRM - given this is a margin figure a negative value simply does not make sense / has not meaning.  It implies that the level of signal is less than the background noise ... in which case there would be no signal to detect!  Some routers are known to 'make a mess' of reporting SNRM.  Though I have no knowledge of your router, I would be suspicious of what it is reporting, it looks as though the minus signs (-6.-8) are a display error.  Have you checked to see if there are firmware updates for the device?
If I can believe the reported attenuation, the synch rate is a bit below what is expected, but not a vast amount.  Can you get a friend to check the phone line for noise?  Dial 17070 option 2 - it should be nearly silent.  Your friend will need a phone handset, prefably corded.
Is the router plugged into the master socket?  Are there any extension leads?
Do you have another router you could try?
Exactly what do you mean by dropping out?  No synch or no throughput?  Is there any time relation to when this happens?  There are two potential areas for investigation but I do not want to go there until we've elimated the basics.
@CRT,
Can we see a VR plot and a CLT report please?
Thanks,
Kevin

[#4]

Hi Kvbudge and I'm sorry to hear you've not had the support you need yet via here or Twitter.
I've performed some line diagnostics which don's show an obvious cause for the problem, however I've no doubt there is a fault we can help with here as the line is now completely out of synch with the exchange.
Please report a fault with us over at http://faults.plus.net and we'll be able to get that sorted for you.
@Townman CLT passes:
<img src="http://community.plus.net/visualradius/generated/image14495789462481.png"/>

[#5]

Hi kvbudge,
Note that you can use the fault report system from any internet connection.
I suggest that you have a friend check the state of the phone line - is there a dial tone - is there noise on the line?  The recent bad weather might have caused a bad line to become much worse!
When you have raised the fault report, look at the ticketing system (see the link below) and post the ticket reference here.  I also suggest that up annotate the ticket to say that you are deaf and are therefore not able to use the telephone for communications or listen to the line.

[#6]

Well it seems someone answered this in the end, thanks
The line problems have continued.
I bought a new router. New leads to connect the router. Everything. Same problems. Signal to noise ratio goes negative and then connection is lost, usually for hours. Eventually it reconnects, often the next day. Plugging a phone into the landline alongside the modem makes it almost impossible to get workable internet for very long without constant disconnections.
And the error it gets whenever it loses connection - "ppp0 LCP down"
Line state has been down for much of the day according to BOTH my modems.
Submitting a fault report is impossible... how can I hear a noisy line? And of course by the time someone comes round the fault will have gone, until the next time! *incredibly frustrated*

[#7]

Quote

Submitting a fault report is impossible... how can I hear a noisy line? And of course by the time someone comes round the fault will have gone, until the next time! *incredibly frustrated*

I've done a standalone test on the phone line and it's reporting no issues, so you should be ok to go through the faults checker reporting that there is no noise on the line.

[#8]

You can hear a noisy line (or check for the absence of noise) by dialling 17070 selecting option 2.
A simple corded phone handset is an essential diagnostic tool; one can be obtained from Argoss for less than £5.

[#9]

Quote from: Townman

You can hear a noisy line (or check for the absence of noise) by dialling 17070 selecting option 2.

Quote from: kvbudge

I am deaf.

[#10]

Chris, I can see from the modem log that it had a connection when you did the test. Presently it does not -
"Internet Status: 
Disconnected
PPP connection Failed. Please contact your ISP to confirm if your line is in good status."
It has again been down for about an hour. In fact it was down this morning from me getting up until when I went through the tech wizard, removed the faceplate and plugged it into the test socket directly. Then it connected, until once again t he SNR went wonky and it lost connection. Now again it cannot connect.

[#11]

And as the fault thing just told me - they detect that my ADSL has fallen over at least twice today.

[#12]

Router log -
2016-03-17 14:16:47 [6] PPP: ppp0 sent [LCP TermReq id=0x3 "User request"]
2016-03-17 14:16:50 [6] PPP: ppp0 sent [LCP TermReq id=0x4 "User request"]
2016-03-17 14:16:55 [3] PPP: ppp0 User request
2016-03-17 14:16:55 [3] PPP: ppp0
2016-03-17 14:26:37 [6] PPP: ppp0 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xa4a06264>]
2016-03-17 14:26:37 [6] PPP: ppp0 rcvd [LCP ConfReq id=0x33 <mru 1500> <auth chap MD5> <magic 0x6e81be5c>] 00 00 00 00 00 00
2016-03-17 14:26:37 [6] PPP: ppp0 sent [LCP ConfAck id=0x33 <mru 1500> <auth chap MD5> <magic 0x6e81be5c>]
2016-03-17 14:26:37 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0xa4a06264>] 00 00 00 00 fd be 14 66 e9 fb d5 38
2016-03-17 14:26:37 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0xa4a06264]
2016-03-17 14:26:37 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x1 <2de6ce11a062d774ae979e1405e0843ef67de48e3a48135f07c3ae62b36a68
2016-03-17 14:26:37 [6] PPP: ppp0 sent [CHAP Response id=0x1 <ed086f678c06468826b1c29ef6e6210a>, name = "kvbudge@plusdsl.net"
2016-03-17 14:26:37 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x6e81be5c] 00 00 00 00 00 00 a7 7d 57 71 fd be 14 66 e9 fb
2016-03-17 14:26:37 [6] PPP: ppp0 rcvd [LCP ConfReq id=0x60 <auth chap MD5> <magic 0x476d351b>] 00 00 00 00 00 00 00 00 00 00
2016-03-17 14:26:37 [3] PPP: ppp0 LCP down
2016-03-17 14:26:37 [4] PPP: ppp0 LCP down
2016-03-17 14:26:38 [6] PPP: ppp0 sent [LCP ConfReq id=0x2 <mru 1480> <magic 0xe4d5d8bc>]
2016-03-17 14:26:38 [6] PPP: ppp0 sent [LCP ConfAck id=0x60 <auth chap MD5> <magic 0x476d351b>]
2016-03-17 14:26:43 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x2 <mru 1480> <magic 0xe4d5d8bc>] 00 00 00 00 fd be 14 66 e9 fb d5 38
2016-03-17 14:26:43 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0xe4d5d8bc]
2016-03-17 14:26:43 [6] PPP: ppp0 rcvd [CHAP Challenge id=0xf8 <c7ee3357aa818334cf62204abff7cdee07064e0e60d2230c>, name = "JU
2016-03-17 14:26:43 [6] PPP: ppp0 sent [CHAP Response id=0xf8 <2e4b1888a01a38b691324107e7588c6d>, name = "kvbudge@plusdsl.net
2016-03-17 14:26:43 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x476d351b] 00 00 00 00 00 00 a7 7d 57 71 fd be 01 bb e9 f9
2016-03-17 14:26:44 [6] PPP: ppp0 rcvd [CHAP Success id=0xf8 ""] 00 00 00 00 00 00 06 18 47 af 77 00 00 00 00 00 00 00 08 85
2016-03-17 14:26:44 [6] PPP: ppp0 sent [IPCP ConfReq id=0x1 <compress VJ 0f 01> <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0
2016-03-17 14:26:44 [6] PPP: ppp0 rcvd [IPCP ConfRej id=0x1 <compress VJ 0f 01>] 00 00 00 00 00 00 00 00 fd be 14 66 e9 fb d5
2016-03-17 14:26:44 [6] PPP: ppp0 sent [IPCP ConfReq id=0x2 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2016-03-17 14:26:44 [6] PPP: ppp0 rcvd [IPCP ConfNak id=0x2 <addr 84.93.244.192> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:26:44 [6] PPP: ppp0 sent [IPCP ConfReq id=0x3 <addr 84.93.244.192> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:26:44 [6] PPP: ppp0 rcvd [IPCP ConfAck id=0x3 <addr 84.93.244.192> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:26:44 [6] PPP: ppp0 rcvd [IPCP ConfReq id=0xf1 <addr 195.166.130.141>] 00 00 00 00 59 b6 18 27 10 f8 dc 1b 41 7
2016-03-17 14:26:44 [6] PPP: ppp0 sent [IPCP ConfAck id=0xf1 <addr 195.166.130.141>]
2016-03-17 14:27:18 [3] PPP: ppp0 User request
2016-03-17 14:27:18 [3] PPP: ppp0 LCP down
2016-03-17 14:27:18 [4] PPP: ppp0 LCP down
2016-03-17 14:27:18 [6] PPP: ppp0 sent [LCP TermReq id=0x3 "User request"]
2016-03-17 14:27:21 [6] PPP: ppp0 sent [LCP TermReq id=0x4 "User request"]
2016-03-17 14:27:27 [3] PPP: ppp0 User request
2016-03-17 14:27:27 [3] PPP: ppp0
2016-03-17 14:34:26 [6] PPP: ppp0 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xa45fcbc9>]
2016-03-17 14:34:26 [6] PPP: ppp0 rcvd [LCP ConfReq id=0xf5 <mru 1500> <auth chap MD5> <magic 0x6c4b8152>] 00 00 00 00 00 00
2016-03-17 14:34:26 [6] PPP: ppp0 sent [LCP ConfAck id=0xf5 <mru 1500> <auth chap MD5> <magic 0x6c4b8152>]
2016-03-17 14:34:26 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0xa45fcbc9>] 00 00 00 00 f4 c0 00 35 a1 76 00 9b
2016-03-17 14:34:26 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0xa45fcbc9]
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x1 <d0c3030b42c70a5de67729b4d19f8aa0eaf36e1f52c8f30f39265f62569e50
2016-03-17 14:34:27 [6] PPP: ppp0 sent [CHAP Response id=0x1 <c0db802605d47701ebba42ae4b670493>, name = "kvbudge@plusdsl.net"
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x6c4b8152] 00 00 00 00 00 00 2a 01 54 5d f4 c0 01 bb ec c5
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [LCP ConfReq id=0xeb <mru 32725> <auth chap MD5> <magic 0x17c7a002>] 00 00 00 00 00 00
2016-03-17 14:34:27 [3] PPP: ppp0 LCP down
2016-03-17 14:34:27 [4] PPP: ppp0 LCP down
2016-03-17 14:34:27 [6] PPP: ppp0 sent [LCP ConfReq id=0x2 <mru 1480> <magic 0x812276bd>]
2016-03-17 14:34:27 [6] PPP: ppp0 sent [LCP ConfAck id=0xeb <mru 32725> <auth chap MD5> <magic 0x17c7a002>]
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x2 <mru 1480> <magic 0x812276bd>] 00 00 00 00 f4 c0 01 bb ec c5 e5 be
2016-03-17 14:34:27 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0x812276bd]
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x79 <be093636358579c57c0c5c91137413fe>, name = "PTW-AG01"] 00 00 0
2016-03-17 14:34:27 [6] PPP: ppp0 sent [CHAP Response id=0x79 <6b560537044da406c17926f5ea942396>, name = "kvbudge@plusdsl.net
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x17c7a002] 00 00 00 00 00 00 2a 01 54 5d f4 c0 01 bb ec c5
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [CHAP Success id=0x79 ""] 00 00 00 00 00 00 e5 cd 68 f4 2a 01 54 5d f4 c0 01 bb ec c5
2016-03-17 14:34:27 [6] PPP: ppp0 sent [IPCP ConfReq id=0x1 <compress VJ 0f 01> <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [IPCP ConfReq id=0xb6 <addr 195.166.128.195>] 00 00 00 00 2a 01 54 5d f4 c0 01 bb ec c
2016-03-17 14:34:27 [6] PPP: ppp0 sent [IPCP ConfAck id=0xb6 <addr 195.166.128.195>]
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [IPCP ConfRej id=0x1 <compress VJ 0f 01>] 00 00 00 00 2a 01 54 5d f4 c0 01 bb ec c5 e5
2016-03-17 14:34:27 [6] PPP: ppp0 sent [IPCP ConfReq id=0x2 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2016-03-17 14:34:27 [6] PPP: ppp0 rcvd [IPCP ConfNak id=0x2 <addr 146.90.13.254> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:34:27 [6] PPP: ppp0 sent [IPCP ConfReq id=0x3 <addr 146.90.13.254> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:34:33 [6] PPP: ppp0 rcvd [IPCP ConfAck id=0x3 <addr 146.90.13.254> <ms-dns1 212.159.6.10> <ms-dns2 212.159.6.9>
2016-03-17 14:34:37 [3] PPP: ppp0 User request
2016-03-17 14:34:37 [3] PPP: ppp0 LCP down
2016-03-17 14:34:37 [4] PPP: ppp0 LCP down
2016-03-17 14:34:37 [6] PPP: ppp0 sent [LCP TermReq id=0x3 "User request"]
2016-03-17 14:34:40 [6] PPP: ppp0 sent [LCP TermReq id=0x4 "User request"]
2016-03-17 14:34:45 [3] PPP: ppp0
2016-03-17 14:35:34 [6] PPP: ppp0 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xee496b27>]
2016-03-17 14:35:34 [6] PPP: ppp0 rcvd [LCP ConfReq id=0x25 <mru 1500> <auth chap MD5> <magic 0x2124ef19>] 00 00 00 00 00 00
2016-03-17 14:35:34 [6] PPP: ppp0 sent [LCP ConfAck id=0x25 <mru 1500> <auth chap MD5> <magic 0x2124ef19>]
2016-03-17 14:35:34 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0xee496b27>] 00 00 00 00 f4 c0 01 bb ec c5 e5 be
2016-03-17 14:35:34 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0xee496b27]
2016-03-17 14:35:35 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x1 <001e9cc01c4014a5bd51181f83085aef58659cd617217a84b49a7c622eeae5
2016-03-17 14:35:35 [6] PPP: ppp0 sent [CHAP Response id=0x1 <9c77dc1e50df1518f790c87255ee457b>, name = "kvbudge@plusdsl.net"
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x2124ef19] 00 00 00 00 00 00 06 0a 54 5d f4 c0 00 35 bb 3a
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [LCP ConfReq id=0x73 <mru 32725> <auth chap MD5> <magic 0xe9c2c79>] 00 00 00 00 00 00
2016-03-17 14:35:40 [3] PPP: ppp0 LCP down
2016-03-17 14:35:40 [4] PPP: ppp0 LCP down
2016-03-17 14:35:40 [6] PPP: ppp0 sent [LCP ConfReq id=0x2 <mru 1480> <magic 0x4d71c5c3>]
2016-03-17 14:35:40 [6] PPP: ppp0 sent [LCP ConfAck id=0x73 <mru 32725> <auth chap MD5> <magic 0xe9c2c79>]
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x2 <mru 1480> <magic 0x4d71c5c3>] 00 00 00 00 f4 c0 14 6c ec c6 ab 26
2016-03-17 14:35:40 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0x4d71c5c3]
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x58 <1400f4957d0f4c174c8bf05d28a481ae>, name = "PCL-AG01"] 00 00 0
2016-03-17 14:35:40 [6] PPP: ppp0 sent [CHAP Response id=0x58 <453de095d63732207841346a5b32d8af>, name = "kvbudge@plusdsl.net
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0xe9c2c79] 00 00 00 00 00 00 a6 bc 54 5d f4 c0 14 6c ec c6 a
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [CHAP Success id=0x58 ""] 00 00 00 00 00 00 fb 02 40 e9 a6 bc 54 5d f4 c0 14 6c ec c6
2016-03-17 14:35:40 [6] PPP: ppp0 sent [IPCP ConfReq id=0x1 <compress VJ 0f 01> <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [IPCP ConfReq id=0xef <addr 195.166.128.182>] 00 00 00 00 a6 bc 54 5d f4 c0 14 6c ec c
2016-03-17 14:35:40 [6] PPP: ppp0 sent [IPCP ConfAck id=0xef <addr 195.166.128.182>]
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [IPCP ConfRej id=0x1 <compress VJ 0f 01>] 00 00 00 00 a6 bc 54 5d f4 c0 14 6c ec c6 ab
2016-03-17 14:35:40 [6] PPP: ppp0 sent [IPCP ConfReq id=0x2 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [IPCP ConfNak id=0x2 <addr 87.115.33.168> <ms-dns1 212.159.6.9> <ms-dns2 212.159.6.10>
2016-03-17 14:35:40 [6] PPP: ppp0 sent [IPCP ConfReq id=0x3 <addr 87.115.33.168> <ms-dns1 212.159.6.9> <ms-dns2 212.159.6.10>
2016-03-17 14:35:40 [6] PPP: ppp0 rcvd [IPCP ConfAck id=0x3 <addr 87.115.33.168> <ms-dns1 212.159.6.9> <ms-dns2 212.159.6.10>
2016-03-17 14:36:43 [3] PPP: ppp0 User request
2016-03-17 14:36:43 [3] PPP: ppp0 LCP down
2016-03-17 14:36:43 [4] PPP: ppp0 LCP down
2016-03-17 14:36:43 [6] PPP: ppp0 sent [LCP TermReq id=0x3 "User request"]
2016-03-17 14:36:46 [6] PPP: ppp0 sent [LCP TermReq id=0x4 "User request"]
2016-03-17 14:36:52 [3] PPP: ppp0 User request
2016-03-17 14:36:52 [3] PPP: ppp0

[#13]

Quote from: Chris

Quote from: Townman You can hear a noisy line (or check for the absence of noise) by dialling 17070 selecting option 2. Quote from: kvbudge I am deaf.

OOoops, sorry missed that bit of detail!  
Do you have a friend or neighbour who could do that for you?  Understand the issues, my son is deaf.

[#14]

Yeah, asked my girlfriend... who then realised she never uses a land line and doesn't know what noise on the line sounds like so we got one of the neighbours to do it. No noise.
Anyway it's working again now,... until the next time.

[#15]

That is good news.
Your dilemma and problem along with that of a friend I've been helping with persistent disconnects has lead me to realise that many users might not be aware of how, unbeknown, use of the phone line could be creating broadband disconnections.
These days many people do not have telephone handsets connected to their line and thus would have no awareness of their phone line being rung / called by those pesky market research / PPI etc callers.  A dicky filter can cause BB to drop in inbound calls (as well as out bound).  A line without a handset would not make users aware of calls and thus cannot look for a correlation, with dropped connections.
Will add that to my problem profiling on here.