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Frequent disconnects

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Frequent disconnects

The line has always been problematic with disconnections but recently they have become more frequent with almost one a day sometimes more than once a day.
Frequently it will resync at around the 6000/6100 mark but often much lower at around 5500.
[quote=Current stats:]Uptime: 0 days, 0:01:51
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 5.995
Data Transferred (Sent/Received) [MB/MB]: 25,16 / 897,30
Output Power (Up/Down) [dBm]: 12,7 / 0,0
Line Attenuation (Up/Down) [dB]: 25,4 / 48,0
SN Margin (Up/Down) [dB]: 6,5 / 6,3
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 9 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 11 / 0
FEC Errors (Up/Down): 0 / 41
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
I have reported a BB fault for further investigation ticket #80346673.
During the fault reporting process is asks if I have either:
used another filter - problem solved
used another filter - problem persists
haven't used another filter
there's no option to select for having NT2000 (with a built-in filter) so I have left a note to that effect in the ticket.
This is a similar issue to one I reported back in 2012
Any help appreciated.
Thanks.

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10 REPLIES
Plusnet Help Team
Plusnet Help Team
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Re: Frequent disconnects

Hi Mav,
Sorry to see there's an issue. Tests have picked up on a line fault (dis in network, i.e a physical disconnection, usually in the exchange) so I've logged a phone fault and engineers should be able to resolve that without needing to visit.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Re: Frequent disconnects

Hi Adam
The same fault was reported last year by Matt as mentioned in my thread linked to above.
[quote=http://community.plus.net/forum/index.php/topic,110007.msg943533.html#msg943533]Hi Mav,
On the off chance there I just ran a check on your phone line, and it showed a fault (Dis in exchange, I think this is the contacts somewhere). I've taken the liberty of raising this for you, hope it gets things sorted. I'll put the reference on a ticket on your account and pass it through to the phone faults team.
Could it be the same fault reappearing, not actually rectified at the end of 2012 or a false reading?
Edit: Thanks for looking into this.

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Re: Frequent disconnects

An update...
Have had a few calls from a CSC Analyst over the last few days.
The upshot being that if there was a DIS fault then it's cleared. Strangely enough, the night that I was told it was clear we had three disconnections. The CSC analyst said she would now report as a broadband fault and an engineer was booked for this morning.
He duly arrived and could find no faults within the premises so he went to the exchange and did some further tests. He then rang back to say that he had performed a 'hard SNR rest to 6dB' as he noted that the SNR had been dropping regularly which is something I had explained to CSC in my calls. The OR guy feels that any issues should be resolved but to monitor the line so, to this effect, I will run Routerstats for a couple of weeks and see what transpires.
Current stats:
Uptime: 0 days, 0:13:44
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 6.023
Data Transferred (Sent/Received) [MB/MB]: 29,27 / 102,95
Output Power (Up/Down) [dBm]: 12,8 / 0,0
Line Attenuation (Up/Down) [dB]: 25,4 / 48,0
I did ask CSC in a response to the last ticket if there was any difference to a hard reset as performed at the exchanged by OR to the SNR reset you can perform - I'd be interested to know.
On a side note one ticket reply asked me to ring in. I got a message about a 30 minute wait but was answered in less than 5 seconds Smiley

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Plusnet Alumni (retired) orbrey
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Re: Frequent disconnects

I believe if it's hard reset then it stays at 6dB and DLM won't change it, which is something we can do but is difficult and time consuming (involves two modify orders plus other things). Hope it stays stable though, fingers crossed - it's looking good.
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Re: Frequent disconnects

Thanks for the info, Matt.
Fingers crossed, too Wink

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Re: Frequent disconnects

Fingers not crossed enough Sad
Just lost both telephone and broadband.
Don't usually lose telephone at the same time. Were more test being run your end or by OR?

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Re: Frequent disconnects

I've noticed that the SNR still changes between 6+ and 4ish.
Had another drop yesterday at around 05:00 with a resync to 5716/888.
Another drop this morning at around 06:30 for about 12 minutes and resync at 5799/888.
Just checked the TBB graph and wondering whether we should be concerned about all the red at the top since the last drop?

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Re: Frequent disconnects

http://usertools.plus.net/status/archive/1391432731.htm
Also mentioned in some other topics
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
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Re: Frequent disconnects

Thanks for pointing that out, jelv.
With the connectivity issues I've been having I wasn't looking for any other factors.
Will wait for a resolution to the above then continue monitoring my connection.

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Re: Frequent disconnects

Have still been getting some drops and the latest on my open ticket was that a SNR reset to 9 would be tried. This occurred around 25 minutes ago but has meant a huge drop in sync speed to 5238 Sad
Currently the SNR is showing as 9.3dB.
I will keep an eye on the connection over the next few days.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still