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Continual disconnects

nomadpete1978
Newbie
Posts: 3
Registered: ‎04-08-2022

Continual disconnects

I'm having some severe issues recently - particularly the last three days - where my DSL constantly disconnects. It may hold for an hour or so, but then bombs out completely and dies. Sometimes forcing a manual reconnect through my router works, sometimes it doesn't, sometimes it recovers for only a minute or two. It's becoming intolerable.

This has only happened since I upgraded my account - only the speed, not type - and am wondering if this has triggered something?

For reference, I use a TPLink Archer VR600 router, not the supplied router from PlusNet, so have had to enter the PPPoE information to enable the connection. This has been fine for years before now; could the change in account type trigger something that means these details are now wrong? Although I guess that would mean it would never work if that were the case.

Help!

8 REPLIES 8
jab1
Legend
Posts: 16,984
Thanks: 5,429
Fixes: 253
Registered: ‎24-02-2012

Re: Continual disconnects

@nomadpete1978 This sounds more like a BT/OR issue, or even a failing modem/router. Can you get any useful statistics/data off that kit to at least give us a clue what might be happening?

John
nomadpete1978
Newbie
Posts: 3
Registered: ‎04-08-2022

Re: Continual disconnects

I've just tried a quiet line test, and that seems to be clear.

The router however is not presenting the best picture:

  Upstream Downstream

Current Rate (kbps)1999854879
Max Rate (kbps)2225055150
SNR Margin (dB)6.85.3
Line Attenuation (dB)36.113.3
Errors (pkts)0544

This is over an 8 hour period since the last drop when it has barely been used.

The simple self-test diagnostics in the router seem to suggest it is fine; the logging isn't great in there however. There is this sequence in the system log, however:

12022-08-04 23:19:07SYSTEMNoticeDSL Link Up us/ds 19998/54879 kbps Type PTM
22022-08-04 23:19:05SYSTEMNoticeDSL Training G.993 Channel Analysis
32022-08-04 23:18:54SYSTEMNoticeDSL Training G.993 Started
42022-08-04 23:18:53SYSTEMNoticeDSL G.994 Non-Standard Info Received
52022-08-04 23:18:51SYSTEMNoticeDSL G.994 Non-Standard Info Received
62022-08-04 23:18:46SYSTEMNoticeDSL Training G.994
72022-08-04 23:18:41SYSTEMNoticeDSL Link Down
jab1
Legend
Posts: 16,984
Thanks: 5,429
Fixes: 253
Registered: ‎24-02-2012

Re: Continual disconnects

@nomadpete1978 That data is useful - the DSL data looks OK, but the DSL down in the logs suggests an problem somewhere -  how many of these have occurred in whatever time period your logs cover?

Can you post the results from: https://www.broadbandchecker.btwholesale.com/#/ADSL and https://speedtest.btwholesale.com/ , reporting the 'Additional Diagnostics result, please.

John
OldBen
Dabbler
Posts: 11
Thanks: 6
Fixes: 2
Registered: ‎16-08-2021

Re: Continual disconnects

Hi Pete, 

I've run a test on your line today and have detected a potential issue. 

You had 84 drops on the 4th and it looks like the speed has been fluctuating as a result.

My testing has picked up bridge tap. This is typically a second pair of wires running across a service in the home. This can cause unwanted signal reflections and the usual culprits tend to be things like extension cables and old doorbell wiring. 

If you've got any extension sockets try and disconnect them and see if you have any improvement. 

If this doesn't help then we can always look at getting an engineer round to identify the source of the bridge tap and resolve the issue.

 

Hope to hear from you soon, 

Ben.

 

 

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PNHelp100x100(biglogo).png  Ben 
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jab1
Legend
Posts: 16,984
Thanks: 5,429
Fixes: 253
Registered: ‎24-02-2012

Re: Continual disconnects

@OldBen - welcome to the madhouse. 😀

John
OldBen
Dabbler
Posts: 11
Thanks: 6
Fixes: 2
Registered: ‎16-08-2021

Re: Continual disconnects

The community mailer for getting password reset links seems to be working now so I can finally get in and lend a hand. I've been locked out for a few months now unfortunately but glad to be here now.

 

 

 

 

 

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PeeGee
Pro
Posts: 1,217
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Continual disconnects

@nomadpete1978 

"The simple self-test diagnostics in the router seem to suggest it is fine; the logging isn't great in there however."

That, presumably, is the default. My last re-sync generated 48 lines in the log, but I have it set for:

Type: ALL

Level: DEBUG

which records just about everything going on, including Plusnet "gateway" changes.

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
CrystalJayme
Grafter
Posts: 124
Thanks: 5
Registered: ‎06-01-2015

Re: Continual disconnects

Sorry, wrong post. I can't delete as there's no option so I've edited this comment.