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Disconnects from ADSL every fifteen minutes

rkid5846
Newbie
Posts: 8
Registered: ‎03-05-2015

Disconnects from ADSL every fifteen minutes

Hi
Would someone be able to help me. I'm getting disconnects every fifteen minutes or so for the last two nights.
Thanks in advance
16 REPLIES
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

Hi there. Can you post your full DSL stats (link in my sig if using a Plusnet Modem/router).
Can you explain what you did exactly when you "moved" your master socket? Is it a Master Socket similar to the one on the left?
Do you have any extension phone sockets, and what is normally plugged in where?
Do all your Microfilters look similar to this?
Can you hear/have you heard any crackling or other noises on the line when using the phone? Have you had any problems with incoming or outgoing calls? Try the Quiet Line Test 17070 option 2 if need be.
Community Gaffer
Community Gaffer
Posts: 17,674
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Registered: ‎05-04-2007

Re: Disconnects from ADSL every fifteen minutes

The line has been dropping quite often, mainly between 9pm and 5/6am. Is there anything local/in your premises that might turn on between those times?

The SNR is currently at 0.1 which is concerningly low, so I'm going to force that up by increasing the target. Hopefully this will help with the line stability but it will likely mean you'll lose a little bit of speed.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 12,962
Thanks: 4,261
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Registered: ‎22-08-2007

Re: Disconnects from ADSL every fifteen minutes

As AO suggests there are a lot of questions to be asked and answered here if you want assistance.
Chris' action might help improve stability, but it will be at the cost of performance.  You really do need to work through the speed issues thread as suggested by AO (link below).
Also which router are you using and if its a PlusNet router, what is the firmware level?
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

Quote from: Chris
Is there anything local/in your premises that might turn on between those times?

That was my immediate thought when I looked at the pattern. I doubt it would be something not associated with the property (eg. street lighting) because of the periods of 6, 5, & 6 days Online continuously.
rkid5846
Newbie
Posts: 8
Registered: ‎03-05-2015

Re: Disconnects from ADSL every fifteen minutes

Hi
Problem has raised its head again.
I usually happens after 9pm and disconnects regularly.
Can someone investigate for me please.
Thanks
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

At bit more information may help to eliminate some things. I asked a load of questions in reply #1 and and Chris Parr has asked another in reply #2.
Some answers to those may help.
cedlor
Grafter
Posts: 687
Thanks: 2
Registered: ‎02-04-2015

Re: Disconnects from ADSL every fifteen minutes

You are going to have to do some legwork yourself Smiley
How about Answers to the questions posed by AO and stats off your Router  and what make/model is it.
Plusnet Help Team
Plusnet Help Team
Posts: 13,644
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Registered: ‎27-04-2007

Re: Disconnects from ADSL every fifteen minutes

@rkid5846
I'm glad to say since Chris picked this up and reset the SNR (still holding at 6db on the downstream) things have improved a little but evenings are definitely still an issue.
<img src="http://community.plus.net/visualradius/generated/image14400818973635.png"/>
Diagnostics don't show any obvious issues so it would be a good time to report a fault as your next thing to do: http://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 19,102
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Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

I'm sorry to disagree with you Adam, I wouldn't say that things have improved at all. All those disconnects last weekend are abysmal, some of the worst I've seen.
As rkid5846 doesn't seem to be willing to provide any of the data or answer any of the questions that have been asked, reporting a fault & following the faults procedure - ie. that'll be plug it into the test socket and leave it there, will be the only solution which of course may not resolve the issue.
The connection was banded a few months ago after "moving the master socket" so goodness knows what is going on. There is little help the community can give if information is not forthcoming. Let's hope that if an engineer needs to attend, there is no issue found with the master socket, otherwise they may end up with the £50 charge Sad
rkid5846
Newbie
Posts: 8
Registered: ‎03-05-2015

Re: Disconnects from ADSL every fifteen minutes

Thank you for your help originally but the problem seems to have raised it's ugly head again.
1. The master socket is a BT Openreach MK3, there is no filter and the router is plugged straight into the filtered socket at the top.
2. I am using an Asus DSL-N55U Router.
3. The master socket was moved no more than two meters, disconnected from the old socket then the new MK3 setup installed.
4. I don't use a home phone on the line, I cannot say if there is noise or not.
5. There is only one socket in the property, no extensions installed.
When the internet works, its 100% and not slow in any way.
I now seem to be disconnecting every fifteen minutes.
Sorry for not providing this information before.
rkid5846
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

Quote from: rkid5846
4. I don't use a home phone on the line, I cannot say if there is noise or not.

Hello there. Well you really need to get hold of a corded phone to test with. You can get cheap ones for around £5 at places like Argos etc.
If you have an intermittent fault on the phone line, or some continual noise, that will give the sort of symptoms you are seeing.
How did you go about connecting the incoming cable to the new Master socket - did you use an IDC tool of some description?
rkid5846
Newbie
Posts: 8
Registered: ‎03-05-2015

Re: Disconnects from ADSL every fifteen minutes

Thanks for your reply. I will grab a corded phone and test. Cab the SNR be checked again as the problem seemed to arise last time because this was low?
Community Veteran
Posts: 19,102
Thanks: 443
Fixes: 21
Registered: ‎31-08-2007

Re: Disconnects from ADSL every fifteen minutes

The SNRM may well go low if you have a noisy line.
I asked about how you connected the wires to try and check if you possibly may have a bad connection there.
Community Gaffer
Community Gaffer
Posts: 17,674
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Registered: ‎05-04-2007

Re: Disconnects from ADSL every fifteen minutes

The line is still disconnecting a lot. There were nearly 60 disconnections yesterday.
SNR Margin up/down: 10 / <b>0</b>
I'm going to suggest increasing the SNR to stop it dropping right to 0. The target on the line is currently 3db, so I'm just going to up it to 6db and I'll reply to your fault ticket shortly.
It's definitely worthwhile checking for noise on the phone line as this will help pin down any issues.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff