DSL disconnecting intermittently - Preston, Lancs
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: DSL disconnecting intermittently - Preston, La...
DSL disconnecting intermittently - Preston, Lancs
17-04-2016 8:53 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thomson ST516 router (5+ years old) keeps flashing up "your DSL connection is down" then comes back after a few minutes and then goes again. Speed is fine but frequent loss of service frustrating. DSL and Internet green lights both go out when it happens.
Advice please - can't afford to run risk of being charged for Openreach visit.
Re: DSL disconnecting intermittently - Preston, Lancs
17-04-2016 9:29 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi itsj,
A warm welcome to the forums.
There are lots of causes for repeated disconnections so you are going to have to do a bit of detective work. Is the phone line noisy? Dial 17070 option 2 using a corded phone plugged into the master socket.
Please post your router stats; for PN TG582n and 2704n routers use the buttons below. Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router! Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL disconnecting intermittently - Preston, Lancs
18-04-2016 9:10 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Stats as below:
Apr 18 08:02:29 | LOGIN User admin logged in on [HTTP] (from 192.168.1.64) | |||
Apr 18 07:57:32 | CONFIGURATION saved by TR69 | |||
Apr 18 07:57:16 | FIREWALL event (1 of 1): deleted rules | |||
Apr 18 07:57:16 | GRP Default destination is routed via gateway 146.198.92.125 | |||
Apr 18 07:57:16 | PPP link up (Internet) [146.198.92.125] | |||
Apr 18 07:57:15 | PPP CHAP Chap receive success : authentication ok | |||
Apr 18 07:57:15 | PPP CHAP Receive challenge (rhost = JUNOS) | |||
Apr 18 07:57:14 | PPP CHAP Receive challenge (rhost = acc-aln13.pr) | |||
Apr 18 07:57:03 | xDSL linestate up (ITU-T G.992.5; downstream: 10237 kbit/s, upstream: 1220 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 35.5 dB, Up: 21.5 dB; snr Margin Down: 6.0 dB, Up: 6.5 dB) | |||
Apr 18 07:56:56 | PPP link down (Internet) [91.125.232.78] | |||
Apr 18 07:56:36 | xDSL linestate down | |||
Apr 18 07:56:16 | FIREWALL event (1 of 1): created rules | |||
Apr 18 07:56:16 | GRP Default destination is not routed anymore via gateway 91.125.232.78 | |||
Apr 18 07:56:16 | xDSL linestate down | |||
Apr 18 07:36:16 | FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 146.255.193.146 Dst ip: 91.125.232.78 Type: Destination Unreachable Code: Port Unreacheable | |||
Apr 18 07:32:52 | FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 31.41.94.250 Dst ip: 91.125.232.78 Type: Destination Unreachable Code: Port Unreacheable | |||
Apr 18 07:30:18 | SNTP Synchronised to server: 212.159.13.49 | |||
Apr 18 07:28:11 | FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 200.63.144.250 Dst ip: 91.125.232.78 Type: Destination Unreachable Code: Host Unreacheable | |||
Apr 18 07:27:36 | CONFIGURATION saved by TR69 | |||
Apr 18 07:27:14 | FIREWALL event (1 of 1): deleted rules | |||
Apr 18 07:27:14 | GRP Default destination is routed via gateway 91.125.232.78 | |||
Apr 18 07:27:14 | PPP link up (Internet) [91.125.232.78] | |||
Apr 18 07:27:14 | PPP CHAP Chap receive success : authentication ok | |||
Apr 18 07:27:14 | PPP CHAP Receive challenge (rhost = PTN-AG01) | |||
Apr 18 07:27:14 | PPP CHAP Receive challenge (rhost = acc-aln13.pr) | |||
Apr 18 07:26:56 | xDSL linestate up (ITU-T G.992.5; downstream: 10275 kbit/s, upstream: 1216 kbit/s; output Power Down: 20.0 dBm, Up: 12.5 dBm; line Attenuation Down: 35.5 dB, Up: 21.5 dB; snr Margin Down: 6.0 dB, Up: 6.5 dB) | |||
Apr 18 07:26:54 | PPP link down (Internet) [87.115.198.153] | |||
Apr 18 07:26:31 | xDSL linestate down | |||
Apr 18 07:26:10 | FIREWALL event (1 of 1): created rules | |||
Apr 18 07:26:09 | GRP Default destination is not routed anymore via gateway 87.115.198.153 | |||
Apr 18 07:26:10 | xDSL linestate down | |||
Apr 18 06:57:19 | CONFIGURATION saved by TR69 | |||
Apr 18 06:57:03 | FIREWALL event (1 of 1): deleted rules | |||
Apr 18 06:57:03 | GRP Default destination is routed via gateway 87.115.198.153 | |||
Apr 18 06:57:03 | PPP link up (Internet) [87.115.198.153] | |||
Apr 18 06:57:03 | PPP CHAP Chap receive success : authentication ok | |||
Apr 18 06:57:02 | PPP CHAP Receive challenge (rhost = JUNOS) | |||
Apr 18 06:57:02 | PPP CHAP Receive challenge (rhost = acc-aln13.pr) | |||
Pick a task... |
|||
Re: DSL disconnecting intermittently - Preston, Lancs
18-04-2016 9:29 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
BT speedtest and current speed both OK at around 9.9mb.
Re: DSL disconnecting intermittently - Preston, Lancs
18-04-2016 6:38 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi,
That is not the router stats - it's the router activity log. It does though have the connect time line stats which is useful. The logs indicates that there were two connections within 30 minutes of each other. Are those disconnections associated with the use of the telephone? Is the phone line quiet? Dial 17070 option 2.
@CRT can you please post a VR plot?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL disconnecting intermittently - Preston, Lancs
19-04-2016 10:12 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Have tried a different router and am still losing connection quite regularly.
My 'phone line is quiet and the dropouts are still happening when there is no 'phone activity.
System Up Time 18:07:21
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoE 8261 7981 0 606 10961 00:15:18
LAN 10M/100M 74359 83285 0 1219 167 18:07:17
WLAN 11M/54M 0 0 0 0 0 01:51:35
ADSL Link Downstream Upstream
Connection Speed 8351 kbps 1084 kbps
Line Attenuation 36 db 10.5 db
Noise Margin 6 db 6 db
Re: DSL disconnecting intermittently - Preston, Lancs
19-04-2016 11:11 AM - edited 19-04-2016 2:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I note the PPP configuration is PPPoE rather than PPPoA. I've read that some suggest this can lead to poor connection stability, though I'm personally not clear how that might cause losses of synch. Whatever, it would be good to put that right.
In the absence of CRT comment on here, I suggest you raise a broadband fault report using the link below.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: DSL disconnecting intermittently - Preston, Lancs
19-04-2016 2:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Many thanks for your interest townman - fault ticket has been formally raised.
Re: DSL disconnecting intermittently - Preston, Lancs
20-04-2016 6:03 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The reply to the fault report mentioned 24 hrs. to investigate a new fault. Spoke to support today and was told their target was 72 hours. Meanwhile my connection dropping more and more!
Re: DSL disconnecting intermittently - Preston, Lancs
22-04-2016 6:51 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Issue disappeared as mysteriously and quickly as it came and PlusNet have confirmed line is now clear.
Re: DSL disconnecting intermittently - Preston, Lancs
22-04-2016 9:08 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sounds like either an in-exchange issue or a clearly locatable line fault.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- Broadband
- :
- Re: DSL disconnecting intermittently - Preston, La...