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DSL disconnecting intermittently - Preston, Lancs

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

DSL disconnecting intermittently - Preston, Lancs

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.

 

10 REPLIES
Superuser
Superuser
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Registered: ‎22-08-2007

Re: DSL disconnecting intermittently - Preston, Lancs

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.

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

Stats as below:

Apr 18 08:02:29 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)
Info  Apr 18 07:57:32 CONFIGURATION saved by TR69
Info  Apr 18 07:57:16 FIREWALL event (1 of 1): deleted rules
Info  Apr 18 07:57:16 GRP Default destination is routed via gateway 146.198.92.125
Warning  Apr 18 07:57:16 PPP link up (Internet) [146.198.92.125]
Info  Apr 18 07:57:15 PPP CHAP Chap receive success : authentication ok
Info  Apr 18 07:57:15 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Apr 18 07:57:14 PPP CHAP Receive challenge (rhost = acc-aln13.pr)
Info  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)
Warning  Apr 18 07:56:56 PPP link down (Internet) [91.125.232.78]
Info  Apr 18 07:56:36 xDSL linestate down
Info  Apr 18 07:56:16 FIREWALL event (1 of 1): created rules
Info  Apr 18 07:56:16 GRP Default destination is not routed anymore via gateway 91.125.232.78
Info  Apr 18 07:56:16 xDSL linestate down
Error  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
Error  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
Info  Apr 18 07:30:18 SNTP Synchronised to server: 212.159.13.49
Error  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
Info  Apr 18 07:27:36 CONFIGURATION saved by TR69
Info  Apr 18 07:27:14 FIREWALL event (1 of 1): deleted rules
Info  Apr 18 07:27:14 GRP Default destination is routed via gateway 91.125.232.78
Warning  Apr 18 07:27:14 PPP link up (Internet) [91.125.232.78]
Info  Apr 18 07:27:14 PPP CHAP Chap receive success : authentication ok
Info  Apr 18 07:27:14 PPP CHAP Receive challenge (rhost = PTN-AG01)
Info  Apr 18 07:27:14 PPP CHAP Receive challenge (rhost = acc-aln13.pr)
Info  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)
Warning  Apr 18 07:26:54 PPP link down (Internet) [87.115.198.153]
Info  Apr 18 07:26:31 xDSL linestate down
Info  Apr 18 07:26:10 FIREWALL event (1 of 1): created rules
Info  Apr 18 07:26:09 GRP Default destination is not routed anymore via gateway 87.115.198.153
Info  Apr 18 07:26:10 xDSL linestate down
Info  Apr 18 06:57:19 CONFIGURATION saved by TR69
Info  Apr 18 06:57:03 FIREWALL event (1 of 1): deleted rules
Info  Apr 18 06:57:03 GRP Default destination is routed via gateway 87.115.198.153
Warning  Apr 18 06:57:03 PPP link up (Internet) [87.115.198.153]
Info  Apr 18 06:57:03 PPP CHAP Chap receive success : authentication ok
Info  Apr 18 06:57:02 PPP CHAP Receive challenge (rhost = JUNOS)
Info  Apr 18 06:57:02 PPP CHAP Receive challenge (rhost = acc-aln13.pr)

Pick a task...

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

BT speedtest and current speed both OK at around 9.9mb.

Superuser
Superuser
Posts: 12,947
Thanks: 4,242
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Registered: ‎22-08-2007

Re: DSL disconnecting intermittently - Preston, Lancs

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?

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

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                  

Superuser
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Registered: ‎22-08-2007

Re: DSL disconnecting intermittently - Preston, Lancs

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.

itsj
Dabbler
Posts: 17
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Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

Many thanks for your interest townman - fault ticket has been formally raised.

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

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!

itsj
Dabbler
Posts: 17
Thanks: 1
Registered: ‎17-04-2016

Re: DSL disconnecting intermittently - Preston, Lancs

Issue disappeared as mysteriously and quickly as it came and PlusNet have confirmed line is now clear.

Superuser
Superuser
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Registered: ‎22-08-2007

Re: DSL disconnecting intermittently - Preston, Lancs

Sounds like either an in-exchange issue or a clearly locatable line fault.