How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!
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How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!
on 09-11-2017 10:58 PM - last edited on 10-11-2017 1:34 PM by Strat
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I am in the middle of trying to sort out persistent random regular PPP disconnects and raised ticket #159569944
I then went on holiday for 2 weeks, when I return I'm still having the same problem but they have "automatically closed" my fault because I had not been in touch for 13 days!
I can't find any way to re-open the fault OR to raise a new one referencing the old one.
Very frustrated as I've had unreliable broadband for several weeks now with NO IMPROVEMENT!
help
Moderator's note by Dick (Strat) All caps in title edited as per forum rules.
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 12:33 AM
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Tickets cannot be reopened - in fact these days its neigh impossible to explicitly open a ticket - how did you do that?
If you "raised" the ticket by using the BB trouble shooter, then do the same again and on the new ticket cross reference the old one.
Just to be clear about your articulation of the problem - are you experiencing PPP drops WITHOUT the loss of xDSL synch? A loss of PPP with a loss of xDSL is a line stability issue. The loss of PPP which xDSL remains up is a very different problem.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 6:40 AM
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yes, I did originally us the BB trouble shooter, and spent several days back and to going over what I had already done by way of diagnosis (ie use master test socket, etc. etc.), I don't want to lose the "history" of the prior call.
In answer to your specific question, I get and xDSL link "fail" before each PPP disconnect.
I strongly suspect a bad connection in the openreach wiring, I have a wall mounted junction box on the outside of my house - BT originally, that caused problems a few years ago BUT when I do a quiet line test is does not seem noisy!
Worth saying that when BB is "up" it gets decent speeds, but several times a day, often several times in a row, i'll lose PP and then it takes 2-3 minutes before I can use BB again.
I suppose i'll go back to the start again; very frustrating.
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 8:09 AM
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As for reraising the BB trouble shooter if you’ve done the checks before quitevrecently you don’t really need to do them again, other than being connected in the test socket.
If you suspect a circuit fault it’s worh running the phone line troubleshooter. Can you discern any correlation of loss of synch with using the telephone?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 12:59 PM
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I've raised a new ticket via the BB fault checker....
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 1:00 PM
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No correlation to phone usage...
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 6:44 PM
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Phone line trouble shooter says "testing line" then fails with "
Oops, something seems to have gone wrong
"Call us on 0800 432 0200
not sure is that means there is something wrong with the line or something wrong with the tester?
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
10-11-2017 6:55 PM
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When I use RouterStats I get the following summary.... what's it telling me?
xdsl info expand=enabled
Physical Layer Statistics:
Modem state: up
Up time (Days hh:mm:ss): 0 days, 21:10:10
xDSL Standard: ITU-T G.992.5
xDSL Annex: Annex A
Channel Mode: Interleaved
Number of reset: 1
Chipset Vendor info (G.994.1): Local Remote
Country code: B500 B500
ID: BDCM BDCM
Specific: 0000 A3A7
System Vendor info (showtime): Local Remote
Country code: 0F00 0000
ID: TMMB ----
Specific: 3C61 0000
Bearers generic info DS US
Payload rate [Kbps]: 19977 1006
Attenuation [dB]: 22.0 12.0
Margins [dB]: 3.1 10.0
Output power [dBm]: 19.0 12.1
Number of bearers: 1
Bearer 0 DS US
INP [DMT symbols]: 0.03 2.17
Delay [ms]: 0.38 7.94
Depth []: 4 0.00
R: 10 0
G.997.1 Statistics (Current):
Failures:
Line failures Near end
Loss of signal (LOS): 1
Loss of frame (LOF): 9
Loss of power (LPR): 0
Performance monitoring:
Line PM: Near end
Error second (ES): 46
Channel PM: Near end Far end
Bearer 0:
Code Violation (CV): 4 0
FEC: 143885 85
ATM data path PM: Near end Far end
Bearer 0:
HEC violation count (HEC): 27 N/A
G.997.1 Statistics (last 15 minutes):
Failures:
Line failures Near end
Loss of signal (LOS): 0
Loss of frame (LOF): 0
Loss of power (LPR): 0
Performance monitoring:
Line PM: Near end
Error second (ES): 0
Channel PM: Near end Far end
Bearer 0:
Code Violation (CV): 4 0
FEC: 143889 85
ATM data path PM: Near end Far end
Bearer 0:
HEC violation count (HEC): 27 N/A
G.997.1 Statistics (last 24 hours):
Failures:
Line failures Near end
Loss of signal (LOS): 1
Loss of frame (LOF): 9
Loss of power (LPR): 0
Performance monitoring:
Line PM: Near end
Error second (ES): 46
Channel PM: Near end Far end
Bearer 0:
Code Violation (CV): 4 0
FEC: 143889 85
ATM data path PM: Near end Far end
Bearer 0:
HEC violation count (HEC): 27 N/A
Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!
14-11-2017 4:05 PM
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Lots of interesting stuff from one moment in time.
The useful stuff are the graph plots. Take a look at the "configuring RS" link below. Settings will not be identical for you, but they are a good guide.
Note on the Rx Synch graph set the maximum at 25mbps
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!
16-11-2017 4:29 PM
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Hi there. I'm sorry to hear you're experiencing connection problems.
Testing your line isn't identifying the cause of that so I'd advise reporting a broadband fault to us at http://faults.plus.net
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