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Frequent disconnection and sync drop

Jap2Uk
Newbie
Posts: 9
Registered: 15-09-2011

Frequent disconnection and sync drop

Hi, i did open a ticket yesterday but not heard anything back yet.  over the past couple of days internet connection been terrible. as soon as i start using it disconnects and loses sync. i currently use a Technicolor TG582n supplied by plus net.  I have tried different filters and my old router but still the same. there is no noise except the dialling tone on the phone. . here are the stats:-
Uptime: 0 days, 0:20:06
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 298 / 6,656
Data Transferred (Sent/Received) [MB/MB]: 10.35 / 203.96
Output Power (Up/Down) [dBm]: 12.6 / 0.0
Line Attenuation (Up/Down) [dB]: 13.2 / 22.0
SN Margin (Up/Down) [dB]: 14.3 / 11.0
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 1,247 / 0
Loss of Signal (Local/Remote): 232 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 3,299 / 112
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
5 REPLIES
Superuser
Superuser
Posts: 11,892
Thanks: 3,255
Fixes: 22
Registered: 22-08-2007

Re: Frequent disconnection and sync drop

Hi Jap2UK,
Your line is running a lot slower than your line's attenuation might imply could be achieved.
The SNRM is higher than might be expected on a good line.
The DS synch rate is the same as the maximum of one of the ADSL2 speed bands, so your line might be presently banded due to excessive issues (errors).
The LoF count is quite large - I suggest that you raise a fault report here - http://faults.plus.net
Also when things are sorted, you might ask about having the US speed uncapped if that is not a factor in the line's issues.
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: Frequent disconnection and sync drop

Hi there,
Sorry to see there's an issue with your line. Our faults guys aim to respond to new tickets with in 72 hours so you should have a reply soon.
Out of interest when did you try the old router? I'd like to know roughly when so we can check against a view of your connections/disconnections over the past few days:
<img src="http://community.plus.net/visualradius/generated/image13995391157793.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Jap2Uk
Newbie
Posts: 9
Registered: 15-09-2011

Re: Frequent disconnection and sync drop

Hi thanks for replies. That chart looks bad!. I tried my old router on Sunday for about an hour, but swapped back hoping it would resolve itself.
Jap2Uk
Newbie
Posts: 9
Registered: 15-09-2011

Re: Frequent disconnection and sync drop

still heard nothing about ticket. It does say this though . nothing has changed either.
Broadband Troubleshooter error
There's been a problem with our automated troubleshooting process.
Don't worry, our Faults Team will investigate it and be in touch. We'll aim to contact you within 24 hours.
[INTERNAL]Failure of Circuit Check
Is there anything that can be done via this? line reset or something?.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Frequent disconnection and sync drop

Our Faults Team should be getting your line looked at today for you.
From what I can see, an SNR Reset is unlikely to fix this issue to be honest. The Faults Team will get onto this as quickly as they can for you though.
Chris Pettitt
Cloud Environments Engineer