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FTTC new install with TG582n - intermittant disconnects

delaroca
Newbie
Posts: 2
Registered: 07-02-2013

FTTC new install with TG582n - intermittant disconnects

Had my new fibre install a week now and very impressed with the new speeds, almost 20x faster! The last few days I've had issues with random disconnects, maybe a couple a night. They occurred during only light internet use.
The openreach modem and TG582n router are downstairs behind the TV, I have 1 LAN connection in to TV, another into a TP link 500mbps  powerline which sends data to the desktop upstairs. All was fine until a few days ago when I got disconnected from network on the PC upstairs, after a minute or so it was back, then not long after gone again. These have happened a few times since, but are random and intermittent. I'm struggling to diagnose these as I'm not really a networking expert, although I suspect it is problems with the router and /or powerlines, however I never had any problems with the powerlines on my old Thompson ADSL plusnet router.
I have noticed that the Wifi connection is still active when the PC loses connection ( I can still access net from my iphone). The powerline LEDs all look fine as do the TG582n & openreach modem LEDs...all green and look correct. By the time I've got back upstairs usually the connection is back!, however 2 occasions last night it took a while. On at least 1 occasion I seemed to lose connection altogether and I could not access the router admin page or Wifi connection. 2 days ago windows flagged a message saying that 2 devices had the same IP and there was a conflict which again leads me to believe there is a router/networking issue somewhere.
I've tried resetting modem/powerlines, updated LAN drivers and done antivirus/spyware checks. No problems detected but yet these connection losses persist! Sad What are my options here, can anyone suggest how I can go about diagnosing this fault? Is there network monitoring software I could use to identify how/what is causing the disconnection? Or any router settings I could try changing?
I have also had issues with the TV losing connection to the PC  when streaming movie files from PC HDD to smart TV, have to restart the TV and then I can see my media player shared folders again.
Any help would be greatly appreciated!
Thanks guys
8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: FTTC new install with TG582n - intermittant disconnects

Some of the disconnections seem to have been occurring around the same time of day, if you look at graph I've attached you should see some just before 1am and also around 10pm as well as some other spurious disconnections. I'm just wondering if that might be you rebooting the router or if you're aware of anything such as central heating that may be timed to turn on and off around those times?
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13602290055647.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
delaroca
Newbie
Posts: 2
Registered: 07-02-2013

Re: FTTC new install with TG582n - intermittant disconnects

Adam, thanks for the quick response. I've rebooted the router 2 maybe 3 times total, and these have all been done after connection has been lost. Last couple of evenings is when this has been done. I've also reset the openreach modem once as well. The reboots are definetly not as frequent as the graph represents. I also notice there were a few problems Monday afternoon, the house was empty then so it's definetly not down to me resetting devices!
Around 10pm to 1am there's no central heating programmed or anything like that, however that is around the times the internet probably gets its most use, and when I have noticed the disconnects the most, however I just presumed that's because I'm actually using it to notice the problem!
Just out of interest, does this graph just show the BT openreach connection to your servers, or also the status of the technicolor router? I'm just curious if the disconnects shown on the graph are the router playing up, or my whole internet going down?
Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: FTTC new install with TG582n - intermittant disconnects

H there,
The graph is from our RADIUS authentication logs, so basically it represents either a connection or a disconnection to our backhaul equipment.
If you think there might be a link between the disconnections might be linked to the router heavily being used it may be worth trying another as that can mean a fault with the router itself.
I can see you've raised a fault ticket which is definitely advisable, FYI it looks like you might need to go back to http://faults.plus.net and fill out a couple of remaining bits of info.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Lorian
Grafter
Posts: 699
Registered: 31-07-2007

Re: FTTC new install with TG582n - intermittant disconnects

Try an evening with the powerline adapters switched off, and if you have a laptop try going an evening without the charger switched on too.
mikewj
Newbie
Posts: 2
Registered: 27-02-2013

Re: FTTC new install with TG582n - intermittant disconnects

Delaroca, did you ever get this issue resolved. I appear to be suffering from a similar problem using a similar set up.
My PC,  NAS drives and Smart TV are connected (wired) to the Plusnet router via powerline adaptors and randomly disconnect for no obvious reason. I was using a Thomson router with my previous ISP (O2) but was forced to replace it with a Netgear DG834GT router after the Thomson device didn't seem able to cope with the number of connected devices (both wired and wireless) on the same network. This same network was working perfectly before I introduced the Plusnet Technicolor Gateway after taking Plusnet Fibre Optic.
I've raised a ticket and received a replacement Technicolor Gateway this morning, however, this is suffering from the same problems. I've even reintroduced the Netgear router (obviously without internet access), and found that the problem goes away. Unfortunately, this isn't compatible with the BT Open reach router, so I've had to remove it to access the internet.
I'm now wondering whether I need to buy yet another replacement router rather than use the freebie from Plusnet, hence my query about how you've got on.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: FTTC new install with TG582n - intermittant disconnects

@ mikewj
Have you tried manually assigning static IP addresses on each of the devices?
You could also just use the DG834GT as a wireless switch, connected to your Technicolor router.
mikewj
Newbie
Posts: 2
Registered: 27-02-2013

Re: FTTC new install with TG582n - intermittant disconnects

I've assigned static IP addresses to every wired device on the network, leaving the router to only assign addresses for mobile, wireless devices that don't seem to suffer from the same problem.
I've even removed connections (switches and powerline adaptors) to see whether there is any incompatibility between them and the Plusnet router but am still unable to maintain a stable network.
Below is  a very simplistic snapshot of my WIRED network, which shouldn't cause an issue in either theory or practice and didn't with my old Netgear router. Unfortunately reinstating the Netgear router as a switch isn't really an option given socket availability :
OPEN REACH Modem --> Plusnet Technicolor Gateway
Plusnet Technicolor Gateway --> Raspberry Pi + TPLink Gigabit Switch + 200mbps Powerline Adaptor
      TPLink Gigabit Switch --> Xbox 360 + PS3 + SkyHD
      200mbps Powerline Adaptor --> TPLink Gigabit Switch + Samsung SMART TV
              TPLink Gigabit Switch --> PC, Synology NAS Drive, Maxtor NAS Drive
The disconnections on the PC are annoying when moving data around, but can be overcome by resuming/restarting the move. However, its more obvious on the SMART TV, which is unable to reconnect to the network once the connection has been lost, without turning it off and leaving it to reset for a period of time. Something that is useless when trying to watch a movie or TV programme.
Community Gaffer
Community Gaffer
Posts: 13,098
Thanks: 895
Fixes: 74
Registered: 04-04-2007

Re: FTTC new install with TG582n - intermittant disconnects

@mikewj, one of the folks in Tech Support pointed me towards this thread and your open ticket (which I've just sent back to you by the way). I've offered some suggestions/food for thought in my reply. If you need to come back to me then probably best to do so here as the subject matter's outside what I'd normally expect our support folk to deal with.

Bob Pullen
Plusnet Products Team
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