Continuos connection drops
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Continuos connection drops
13-09-2011 7:20 PM
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since the last problem blamed on the line upgrade back in april we have had very good and stable connection (full history here http://community.plus.net/forum/index.php/topic,95015.0.html) however in the past two weeks the line has been really bad and the connectioon keeps dropping. It might com back at some point but often it doens't and at times it comes back for 2-3 seconds and as soon as i try to load a page (even this forum) goes down again.
I have noticed the stats are fairly stable:
ADSL Link Downstream Upstream
Connection Speed 15008 kbps 445 kbps
Line Attenuation 23 db 7.5 db
Noise Margin 6 db 24 db
however the noise margin falls to 4 than 3 than 2 db and eventually we loose connection.
I have not raised a ticket yet as i allready know the answer: we need to book an engineer, he will come around see nothing wrong with our wiring (as the last 3 times) and leave until someone allegedly visit the exchange but even for that we need to be at home, still a mistery to me.
Can this be due to congestion on the exchange?
Re: Continuos connection drops
14-09-2011 9:03 AM
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If the fault is still apparent with the router plugged into the master socket (or ideally the test socket behind the master socket front plate) with everything else that's normally plugged into any other sockets removed, then it's either a line fault or the router. If you can test another router in the same situation to rule that out, then it's definitely a line fault - please raise it to us via the troubleshooter at http://faults.plus.net and we'll get it sorted for you
Hope that helps,
Re: Continuos connection drops
19-01-2012 10:20 AM
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would you be able to post a graph of the last line connection stats? we are experiencing problems still and it got particularly bad in the last 3 days (disconnected every 5-10 minutes). We also got a brand new router but didn't solve the problem.
Re: Continuos connection drops
19-01-2012 10:27 AM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Continuos connection drops
19-01-2012 10:32 AM
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all i need is a connection/disconnection table
Re: Continuos connection drops
19-01-2012 10:41 AM
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Quote from: Matt If the fault is still apparent with the router plugged into the master socket (or ideally the test socket behind the master socket front plate) with everything else that's normally plugged into any other sockets removed, then it's either a line fault or the router. If you can test another router in the same situation to rule that out, then it's definitely a line fault - please raise it to us via the troubleshooter at http://faults.plus.net and we'll get it sorted for you
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Continuos connection drops
19-01-2012 10:43 AM
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Quote been there, done that, got the tshirt
I'd consider logging the fault now as the connection does seem to be dropping still.
Re: Continuos connection drops
19-01-2012 10:46 AM
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the fear is that by raising another fault we will get another engineer out which will get here while there is no problems and charge us another £130...
Re: Continuos connection drops
19-01-2012 11:00 AM
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Was that charge levied as a result of Plusnet calling out the engineer?
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Continuos connection drops
19-01-2012 11:09 AM
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Re: Continuos connection drops
19-01-2012 11:14 AM
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on top of that is the issue of having to take 2 days off work as they will only let you book those ridiculous time slots of 5 hours each and you have to give them 3 slots...
adam as i said we have done all the required troubleshooting before and no solution. we have tried with 4 routers, left in the master socket for over 2 weeks while all the tests have been done. replaced the filters twice, replaced the wire that connects the router to the socket etc...
exact words from the latest engineer that visited us: i understand the frustration because i keep getting this kind of calls. i get there and the problem is solved but than reappears and goes. unless it is happening while i' m on the spot there is nothing i can do. it might be an old line and unless it breaks completely you will still get this kind of problems.
Re: Continuos connection drops
19-01-2012 2:38 PM
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Re: Continuos connection drops
19-01-2012 2:51 PM
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I've just checked and can see that a colleague of mine on the faults team has already started dealing with it for you, the ticket should be updated shortly.
Come back to me if you feel like things aren't going anywhere as I can intervene if it helps.
Re: Continuos connection drops
20-01-2012 12:15 PM
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as expected we received the following:
Quote I have checked our connection logs and there are a lot of 'user requests' which indicate either the end user is turning the router on and off or the router is dropping the connection itself. I cannot see any history on the account to suggest a different router has been tried so before an engineer visit we would advise testing an alternative.
If you do not have this available then we can send you a new one on a deferred contract. This means that you would not be charged for the router if you were to stay with us for a further 12 months however if you opt for this and circumstances changed then you would be charged for the router when leaving which is £40.
If all possible checks have been done then please reply to this message with 3 available timeslots for an engineers visit. The available timeslots are weekdays either between 8am & 1pm or between 1pm & 6pm. If the fault is with your internal wiring or equipment a charge of £60 may be applied.
i'm not sure how the reords are kept but we have so far tried 3 different routers(d-link, netgear and now a brand new TP-Link).
Yesterday the line seemed a bit more stable but how long will this last for is not for us to know.
As stated before, this is the same condition under which we had an engineer visit in october and for which now BT is charging us.
Re: Continuos connection drops
20-01-2012 12:23 PM
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I'm sorry if the person who responded over looked that, I've passed that information back to the faults team so someone will be getting back to you again soon.
PS if you do need to take this further with us an engineer visit would be the next appropriate step so do let us know on the ticket if you can be available for that.
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