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Help new line dropping out(now logged under ref 67750901

Farrinaf
Grafter
Posts: 35
Thanks: 2
Registered: 22-03-2013

Help new line dropping out(now logged under ref 67750901

I am writing this on behalf of my sister (I am the semi geekie one in the family). Having setup up her account with plusnet I have access to all the necessary passwords as well as remote access to her router (when the internet works)
Previously we had a connection with BE There for some 4 years usuing a Draytek 2130n router with a WAN interface and Draytek 120 modem. She is relatively close to the exchange estimate 1km and the BE There connection was rock solid (and by this I mean it literally stayed connected for years)
Because O2 sold BE There to Sky we migrated to plusnet unlimited broadband with a view when it became available on the exchange we would move to fibre with plusnet
The plusnet connection went live on Tuesday afternoon (26th March) using the above Draytek router and modem. The only thing I changed were some setting in the modem (BE There use ADSLx2 Annexe M) and connection type in router to PPPoE all other connections unchanged)
I have enabled monitoring of the connection by way of Thinkbroadband site so graphs are available upon request.
Live Graph here http://www.thinkbroadband.com/ping/share/61f939284cf8e183bba9a632d97c5269.html
Whilst I accept that we are still within the 10 day initial synching period we have seen the following .....
26th Went live late in day after an issue with CHAP not having been configured at Plusnet end
27th operating normally (albeit connection not really used)
28th 9am brief outage and minimum latency on line increased from circa 15 to over 30
28th 11am longer outage
30th 10am brief outage - slight drop in minimum latency but still high
30th 11am brief outage
30th 12noon brief outage
30th 13.00 longer outage in excess of 30 minutes
31st 14:00 brief outage
I rang support to query it was immediately suggested that issue was probably the wifi and when I pointed out the monitoring was coming from the WAN side and I advised that I was using the Draytek/modem combo above it was then suggested that it was probably an issue with my hardware (how old was it ?). Rather than become bogged down in a discussion I said I would swap out my equipment for the plusnet provided router to rule out this being a cause.
31st in swapping out hardware I caused two outages at 15:50 & 16:25 ish
#####Plusnet Router now in use#####
1st 10:10am brief outage
1st 10:45am brief outage
1st 12.20pm brief outage and minimum latency has increased on line to 30ms
Below is information I captured post 10:45am outage on the 1st April (today from my sister's TG582N router)

Product Name: TG582n
Serial Number: CP1247VFNW5
Software Release: 8.4.4.J
Software Variant: BV
Boot Loader Version: 1.0.5
Product Code: 3701603B
Board Name: DANT-T

Link Information

Uptime: 0 days, 1:16:46
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.180 / 14.752
Data Transferred (Sent/Received) [MB/GB]: 163,30 / 1,93
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 9,6 / 17,0
SN Margin (Up/Down) [dB]: 5,7 / 9,3
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 18 / 0
Loss of Signal (Local/Remote): 2 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 133 / 2
FEC Errors (Up/Down): 0 / 9.211
CRC Errors (Up/Down): 130 / 96
HEC Errors (Up/Down): 787 / 4.911
Connection Information

Uptime: 0 days, 1:17:23
Data Transferred (Sent/Received) [MB/GB]: 168,57 / 5,24
Username: k******f@plusdsl.net
Password: ********
Remember Password: Yes
IP Address: 80.229.165.221
Primary DNS: 212.159.6.9
Secondary DNS: 212.159.6.10

Link Information captured at 12.32 1/4/2013 below
Link Information

Uptime: 0 days, 0:05:52
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.184 / 14.789
Data Transferred (Sent/Received) [MB/GB]: 167,92 / 1,95
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 9,6 / 17,0
SN Margin (Up/Down) [dB]: 5,8 / 9,2
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 36 / 0
Loss of Signal (Local/Remote): 4 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 161 / 4
FEC Errors (Up/Down): 0 / 140
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
I would welcome any suggestions (and in particular if it is possible to identify which gateway we are connected to).
If by chance Plusnet support staff read this and wish to contact me directly to discuss my user name is f******f@plusdsl.net (same as my sister's apart from f on the front instead of k) and my IP (with Plusnet is 80.229.145.60) I should add that my plusnet connection (which is connected to the same exchange as my sister's is working flawlessly using a Draytek 120 modem and Draytek 2920n router.
Cheers
Alan
10 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help can you log me a ticket please - new line dropping out!

Raise a fault here http://faults.plus.net/ using your sisters login but Plusnet won't be able to pass it on the BTo until the 10 days have finished
Also have your sister phone Plusnet and set you up as an authorised contact so you can speak to them if necessary
As a separate question - is your sister really hammering the connection as the usage is very high indeed
Farrinaf
Grafter
Posts: 35
Thanks: 2
Registered: 22-03-2013

Re: Help can you log me a ticket please - new line dropping out!

Thanks for that link and swift reply - have logged a ticket (67750901).
You don't by any chance know if it is possible to indentify what gateway my sister's connection is using ?
Later
Just spotted your later addition.
Its a typical family home so iPlayer is in use - I was not aware that it was being "hammered". We certainly never had any complaints from BE There about excessive useage over 4 years.
Cheers
Alan
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help can you log me a ticket please - new line dropping out!

It wasn't a criticism but 2GB in 6 minutes seemed a lot - must have been downloading not watching
The only way to check the gateway is either run this from your sisters connection http://usertools.plus.net/@gateway/ or do a tracert from there
Farrinaf
Grafter
Posts: 35
Thanks: 2
Registered: 22-03-2013

Re: Help can you log me a ticket please - new line dropping out!

Actually I think those useage figures must be reset by a reboot as if you look at the two line figures I have pasted into my message it only shows a marginal difference between the two
Thanks for gateway just what I was looking for (I have remote access onto her network when the WAN works!)
Details thus for sister are
You are currently connected to gateway ptn-ag01.
This is located in Telehouse North.
Shall monitor to see if I can track problem to gateway
Cheers
Alan
PS my connection (same exchange) shows
You are currently connected to gateway ptn-ag04.
This is located in Telehouse North.
jim:quote
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Help new line dropping out(now logged under ref 67750901

Dropping connection has nothing to do with the gateway
Plusnet Help Team
Plusnet Help Team
Posts: 13,388
Thanks: 240
Fixes: 67
Registered: 27-04-2007

Re: Help new line dropping out(now logged under ref 67750901

It looks like an engineer is due to go out today to deal with your sister's fault so let us know how things go with that.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Farrinaf
Grafter
Posts: 35
Thanks: 2
Registered: 22-03-2013

Re: Help new line dropping out(now logged under ref 67750901

<This comment has been added to the currently open ticket>
Engineer attended house and has fitted a BT NTE5 master socket. There is nothing plugged into the the front but he has made two hardwired connections - one to a telephone fitted with a filter and the other which goes to the Plusnet Technicolour modem/router. This work was undertaken between 12:15 and 13:15 today (3rd April) which will show extended internet downtime.
He did attend the exchange and advised that no fault was located (not clear whether a lift and shift was undertaken).
Looking at Link Information before and after his visit the only difference I can see (apart from a further reduction in speed - no doubt caused by the multiple dropped connections) is the SNR Margin has increased from 9,3 to 15,1
Since his visit and reconnection the line has dropped at least twice as can be seen on the thinkbroadband site here
http://www.thinkbroadband.com/ping/share/47c713882ab836415f40b80ec6ab42f8-03-04-2013.html
Link Information taken at 18:38 3/4/2013

Uptime: 0 days, 0:33:13
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.208 / 11.811
Data Transferred (Sent/Received) [MB/GB]: 597,61 / 1,29
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 9,5 / 16,5
SN Margin (Up/Down) [dB]: 5,7 / 15,0
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 523 / 0
Loss of Signal (Local/Remote): 59 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 2.175 / 331
FEC Errors (Up/Down): 0 / 153
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
The problem remains and I do not consider that the visit has achieved anything beyond tidying up the wiring within the house.
Back to BT Openreach me thinks ......
Plusnet Help Team
Plusnet Help Team
Posts: 13,388
Thanks: 240
Fixes: 67
Registered: 27-04-2007

Re: Help new line dropping out(now logged under ref 67750901

OK, cheers for the update. Our faults guys should be getting back to you ASAP with what can be done next. Let me know if you need me to step in.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Farrinaf
Grafter
Posts: 35
Thanks: 2
Registered: 22-03-2013

Re: Help new line dropping out(now logged under ref 67750901

The 2nd BT Openworld Engineer attended Saturday morning and spent a long time at the exchange.
Connection has worsened markedly with continuing multiple disconnects resulting in corresponding fall in performance as shown below (captured 9.00am 8/4/2013)
Was initially running at circa 17 meg and would expect a connection of circa 16meg which is what was achieved with previous provider.

DSL Connection
Link Information

Uptime: 0 days, 4:40:02
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1.200 / 3.069
Data Transferred (Sent/Received) [GB/GB]: 1,39 / 1,99
Output Power (Up/Down) [dBm]: 12,6 / 0,0
Line Attenuation (Up/Down) [dB]: 9,6 / 16,5
SN Margin (Up/Down) [dB]: 5,7 / 19,9
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 1.316 / 0
Loss of Signal (Local/Remote): 149 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 4.297 / 1.019
FEC Errors (Up/Down): 0 / 4.426
CRC Errors (Up/Down): 6.378 / 0
HEC Errors (Up/Down): 37.648 / 0
Think broadband ping monitor makes scary viewing ...
http://www.thinkbroadband.com/ping/share/b6ad040882227f6e274caa512d7ae52e-08-04-2013.html
Lets hope that this is sorted by Wednesday which will be a fortnight since the connection was switched over from BE There.
Fingers crossed ....
As an aside Plusnet's account manager really needs to get his (or her!) teeth stuck into BT Openreach who seem to do their own sweet thing in their own sweet time ,,,, one of the problems with a monopoly provider just like the old days of the GPO .....
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Help new line dropping out(now logged under ref 67750901

Hi there,
I can see the fault's been picked up today and we're expecting a reply to the escalation by 5pm this afternoon - hope it gets sorted soon, though I'm glad we're on top of it for you.