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How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!

MRV
Dabbler
Posts: 11
Thanks: 1
Registered: ‎12-10-2017

How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!

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.

 

 

 

9 REPLIES
Superuser
Superuser
Posts: 12,758
Thanks: 4,017
Fixes: 26
Registered: ‎22-08-2007

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

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.

MRV
Dabbler
Posts: 11
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Registered: ‎12-10-2017

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

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.

 

 

 

 

 

 

Superuser
Superuser
Posts: 12,758
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Fixes: 26
Registered: ‎22-08-2007

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

OK - it is important that you describe this as a loss of synch issue, not PPP. Referencing the consequences rather than the cause could misdirect investigations.

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?
MRV
Dabbler
Posts: 11
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Registered: ‎12-10-2017

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

I've raised a new ticket via the BB fault checker....  

Highlighted
MRV
Dabbler
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Registered: ‎12-10-2017

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

No correlation to phone usage...

MRV
Dabbler
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Registered: ‎12-10-2017

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

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?

MRV
Dabbler
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Registered: ‎12-10-2017

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

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

Superuser
Superuser
Posts: 12,758
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Registered: ‎22-08-2007

Re: How do I re-open a fault ticket - auto closed but STILL HAVING PPP DISCONNECT PROBLEMS!

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

Plusnet Help Team
Plusnet Help Team
Posts: 9,222
Thanks: 2,907
Fixes: 461
Registered: ‎21-04-2017

Re: How do I re-open a fault ticket - auto closed but still having PPP disconnect problems!

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

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team