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Daily disconnect

Plantagenet
Dabbler
Posts: 12
Registered: ‎28-10-2010

Daily disconnect

Hi,
does anybody have any suggestions why my broadband would disconnect once per day each afternoon?
Prior to the last week my broadband had been stable and good with low snr margins and a line speed of approx 9Mbps. But for the last week each day at a different time between 2pm and 5 pm it drops and comes back at 5Mbps and my snr margin has been increased to 15db.
If I look at router stats the fec and crc errors hit 4 billion in a very short period where the counter stops and even numerous error seconds ! If I reboot the router I then come back with snr 6db and line speed of 9Mbps again and very few errors. All behaves fine and then the next day the cycle occurs again some time during the afternoon. I find this odd as I would have thought a test reboot would have not helped but made things worse.
I received yesterday an email offering me FTTC as it has become available this week and wonder if this a complete coincidence or a result of work is being done at my exchange?
Any ideas? Is my elderly PN router dying? My phone dial tone sounds a bit rough but this has been the case for a long time and does not cause issues during a phone call and my broadband has been stable.
Thanks in advance
4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Daily disconnect

Hi there,
Sorry to hear about the issue, the most common cause of a disconnection happening at a particular can be interference perhaps caused by electrical equipment that uses a timer (i.e such as central heating systems, security lights etch) however if you have a look at the graph I've attached you'll notice some other disconnections.

<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1361196176261.png"/>

Quote
wonder if this a complete coincidence or a result of work is being done at my exchange?

Quote
Any ideas? Is my elderly PN router dying?

It could be either but I'd not try and convince yourself of any particular possible cause at the moment, however I'd advise trying another router if you can get your hands on one.
Quote
My phone dial tone sounds a bit rough

That concerns be a bit too as that could also be the cause of these disconnections, do you notice any issues with that when you make or receive a call?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plantagenet
Dabbler
Posts: 12
Registered: ‎28-10-2010

Re: Daily disconnect

Thank you for the reply.
Hi Adam
Of course as fate would have it my dsl connection has been up ever since my original post. The drop this morning according to my router was Internet connection only, I presume instigated by PN changing my IP address and connection or something. Or am I mistaken that a drop need not only be dsl?
As for the plot it shows there have been more disconnects than I was even aware of, although what the balance is between internet and dsl I am unsure. The short gap on Thursday was me trying out the line on my test socket to see if that made any difference and a couple of evening drops were due to me rebooting the router which oddly improved the sn margin.
Monday 11th is an example of when my router goes into a continuous phase of connect disconnect with PN. This occasionally occurs every month or so and I have never worked out the cause nor have I ever raised it as an issue. At such a time I can watch the event logs authenticate and then drop the dsl connection almost immediately and retry again. Other times I get periods of good stability..
As you can see from the graph there is no clear pattern other than the majority of recent problems are during daylight hours.
Sorry but I do not have another router to hand. I have been reluctant to buy a new one to see it do the same.
As for my phone line. During calls it seems ok no static crackles etc. if it was not for the rough dial tone, (assuming it should sound clean) I would not have worried about it. When asking a bemused visitor for their opinion they agreed it did sound rough.  Undecided
Before you ask, yes I have picked up the phone to listen for issues when I get a longer outage period like the 11th and not hear anything obvious.
Ho hum.... a bit of a mystery.....but perhaps I should contact BT about my dial tone anyway just to rule that out.....
So do you and BT dlm both count Internet and dsl disconnects as drops or just the latter?
Cheers
G.
Plusnet Help Team
Plusnet Help Team
Posts: 13,737
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Daily disconnect

Hi there,
Quote
I presume instigated by PN changing my IP address and connection or something. Or am I mistaken that a drop need not only be dsl?

I'm not quite sure what you mean by the latter part of that question sorry but a connection wouldn't drop due to a change of IP, however the IP will change if you were disconnected.
Quote
Sorry but I do not have another router to hand. I have been reluctant to buy a new one to see it do the same.

I'd not worry about that if the connection is stable at the moment.
Quote
but perhaps I should contact BT about my dial tone anyway just to rule that out.....

Again I'd not worry if the connection is holding up fine but I would advise doing that if you start to have problems again.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plantagenet
Dabbler
Posts: 12
Registered: ‎28-10-2010

Re: Daily disconnect

Sorry I should have been clearer in my question.  Huh
My PN router reports both DSL connection and Internet connection, while your useful graph appears to show 'sessions' which I take to be when I am connected to PN for internet rather than just my DSL broadband connection to my local exchange. Obviously if the latter is down then so is my connection to PN.
In terms of disconnects I was concerned about my connection to the exchange (DSL) rather than to PN, when my router's lights all went out on a daily basis.
Are you implying that even disconnects to PN, while my DSL line to the exchange stays up (according to my router) are also disconnects and could imply line issues and affect my line speed? I naively thought only the connection to my exchange mattered, dsl up time, and thus I never worried about my internet up time. 
As my router connection to the exchange has been 'stable' (tempting fate) since my original posting,
I will sit back and monitor the next few days but hopefully whatever the 'unknown' cause was has gone away again.
thanks again.... sorry for taking up your time.