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Constant disconnections today

LieInChief
Hooked
Posts: 6
Registered: 06-05-2017

Constant disconnections today

This is getting worse and worse. I joined PlusNet less than 2 months ago, after weeks I noticed some disconnections from time to time (once every few days). The interruption was just a matter a second so it wasn't really a problem. However, this week, it got really bad, several disconnections every single today and today the connection breaks every 30mn for a good couple of minutes.

Does anyone know what is going on? Is PlusNet always like that? 

Thank you,

15 REPLIES
hitchhiker43
Aspiring Pro
Posts: 167
Thanks: 20
Fixes: 4
Registered: 06-07-2016

Re: Constant disconnections today

No plusnet are not always like that! you havn't given many clues, did you have bb with someone else before at the same address ? how is the phone, have you tried qlt on 17070 etc etc ?

Tp-link W8960n on longgggggggg line!
LieInChief
Hooked
Posts: 6
Registered: 06-05-2017

Re: Constant disconnections today

Please find the event log for a disconnection at 00:03 and a reconnection at 00:06

 

00:06:37, 04 Jun. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.70]:55309-​>[54.217.224.113]:80 on ppp3)
00:06:33, 04 Jun. (1350475.030000) CWMP: session completed successfully
00:06:32, 04 Jun. (1350474.870000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
00:06:28, 04 Jun. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.68]:40871-​>[66.102.1.188]:5228 on ppp3)
00:06:26, 04 Jun. (1350468.420000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
00:06:26, 04 Jun. (1350468.420000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
00:06:24, 04 Jun. (1350466.490000) WAN operating mode is VDSL
00:06:24, 04 Jun. (1350466.490000) Last WAN operating mode was VDSL
00:06:23, 04 Jun. (1350465.100000) PPP IPCP Receive Configuration ACK
00:06:23, 04 Jun. (1350465.100000) PPP IPCP Send Configuration Request
00:06:23, 04 Jun. (1350465.090000) PPP IPCP Receive Configuration NAK
00:06:23, 04 Jun. (1350465.090000) PPP IPCP Send Configuration ACK
00:06:23, 04 Jun. (1350465.090000) PPP IPCP Receive Configuration Request
00:06:23, 04 Jun. (1350465.070000) PPP IPCP Send Configuration Request
00:06:21, 04 Jun. (1350463.840000) PPPoE is up -​ Down Rate=48940Kbps, Up Rate=16999Kbps; SNR Margin Down=7.0dB, Up=7.3dB
00:06:21, 04 Jun. (1350463.820000) CHAP authentication successful
00:06:21, 04 Jun. (1350463.780000) CHAP Receive Challenge
00:06:21, 04 Jun. (1350463.780000) Starting CHAP authentication with peer
00:06:21, 04 Jun. (1350463.780000) PPP LCP Receive Configuration ACK
00:06:21, 04 Jun. (1350463.770000) PPP LCP Send Configuration Request
00:06:21, 04 Jun. (1350463.770000) PPP LCP Receive Configuration Reject
00:06:21, 04 Jun. (1350463.770000) PPP LCP Send Configuration ACK
00:06:21, 04 Jun. (1350463.770000) PPP LCP Receive Configuration Request
00:06:21, 04 Jun. (1350463.770000) PPP LCP Send Configuration Request
00:05:31, 04 Jun. (1350413.820000) PTM over DSL is up
00:04:57, 04 Jun. (1350379.160000) PTM over DSL is down after 0 minutes uptime
00:04:43, 04 Jun. (1350365.570000) PTM over DSL is up
00:04:08, 04 Jun. (1350329.900000) PTM over DSL is down after 0 minutes uptime
00:03:17, 04 Jun. (1350279.470000) CWMP: session closed due to error: Could not resolve host
00:03:15, 04 Jun. (1350277.170000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
00:03:15, 04 Jun. (1350277.160000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
LieInChief
Hooked
Posts: 6
Registered: 06-05-2017

Re: Constant disconnections today

If someone can help me on this that will be great, I can't watch any videos, any streaming, can't download properly and can't use Internet more that 5 minutes in a row (to send these messages I had to connect on 4G to my phone).

Gel
Pro
Posts: 1,386
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: Constant disconnections today

LieInChief
Hooked
Posts: 6
Registered: 06-05-2017

Re: Constant disconnections today

Thanks for the links Gel, here what I ended up with:

Broadband Connection Troubleshooter

  • Phone line: ok
  • Connector: ok
  • Master socket: ok

Broadband Fault Reporting

Report description of the problems with event log and detailed diagnostics

Contact/Chat

Close during the weekend (which makes thing even more complicated as this problem usually happens on Saturday night)

BT Wholesale Speed Test

  • Unplugged everything, rebooted the modem, plus directly with an Ethernet cable and run the advanced test: ok
  • I'm not surprised by the result, when my connection works, it works very well and I am satisfied by the dnlowd/upload speed. The problem is when the connection drops. I can try to run the BT test next time the problem happens but I doubt I'll have access to the BT test page.

 

Gel
Pro
Posts: 1,386
Thanks: 133
Fixes: 10
Registered: 02-08-2007

Re: Constant disconnections today

Plusnet Help Team
Plusnet Help Team
Posts: 4,155
Thanks: 864
Fixes: 212
Registered: 21-04-2017

Re: Constant disconnections today

Hi there, first of all apologies that your thread wasn't picked up a month ago.

 

Sorry to hear you're having connection problems.

 

Testing the line is detecting a possible fault. I've raised this through to Openreach to investigate further, the response time we've been given is by 07/06/17 23:59:59

 

Anoush.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
LieInChief
Hooked
Posts: 6
Registered: 06-05-2017

Re: Constant disconnections today

Hi Anoush, thanks for your reply. I've spent some time yesterday on the chat with the support service. It seems clear that there's a problem on the line, the support could see all the drops on their log.
An investigation is going on the line, and an engineer should get in touch soon to inspect the cables on site.
I was on ADSL with Sky before switching to PlusNet fibre, Sky was much slower but I've never experienced any drops in connection, I suspect something's wrong on the fibre network in my local area. The fact I can still use my phone line when I'm disconnected made think that way.
I hope it's not too serious tho, yesterday the disconnection happened every 10mn and had to switch my devices on the iPhone hotspot!
Plusnet Help Team
Plusnet Help Team
Posts: 4,155
Thanks: 864
Fixes: 212
Registered: 21-04-2017

Re: Constant disconnections today

Hi there, no problems.

 

The agent you chatted with just raising a broadband ticket to our faults team.

I've since worked the ticket and raised it through to our suppliers for further investigation. Hopefully it won't require an engineer visit, but if it does I'd advise going through the checks on the article I've linked above first.

 

Let us know how you get on.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
leno51
Dabbler
Posts: 10
Thanks: 1
Registered: 19-08-2016

Re: Constant disconnections today

I'm getting the same thing for the last month...constant disconnections ..

Plusnet Help Team
Plusnet Help Team
Posts: 4,553
Thanks: 250
Fixes: 111
Registered: 01-01-2012

Re: Constant disconnections today

@leno51 Sorry to hear you're having issues with your connection.

Our tests are showing the connection is dropping so we'd recommend raising this here

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
leno51
Dabbler
Posts: 10
Thanks: 1
Registered: 19-08-2016

Re: Constant disconnections today

I had a closer look at my setup and discovered a dodgy connection to an old GPO point .. Which I secured and it hasn't dropped since yesterday ... I will keep an eye on it and see if its stable now ... Thanks for your help ... 

Plusnet Staff
Plusnet Staff
Posts: 17,640
Thanks: 534
Fixes: 159
Registered: 05-04-2007

Re: Constant disconnections today

Good spot, thanks for posting back and letting us know

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
leno51
Dabbler
Posts: 10
Thanks: 1
Registered: 19-08-2016

Re: Constant disconnections today

So does this mean I don't have a master socket ? A line comes out of the gpo box and ends what looks like an old master socket..