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How many disconnects I am getting a day? Had enough of it!

Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
Fixes: 1
Registered: 25-06-2007

How many disconnects I am getting a day? Had enough of it!

Hi,
I've raised a phone fault ( 74384137 ) for crackling on the line, this is causing my broadband connection to drop, can you upload a graph to show the extent of the issue?
Many thanks
Dan.
31 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: How many disconnects I am getting a day?

Hi, here's a view of connections/disconnections for the past week.
<img src="http://community.plus.net/visualradius/generated/image13789823489256.png"/>
Regarding the noise on the line I've just run a test which doesn't show an obvious cause so that will mean that we'll have to arrange an engineer appointment for you.
Bear with us and a member of our faults team will get back to you on ticket 74384137 ASAP.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
Fixes: 1
Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Thanks Adam,
The modem is always left switched on, so if I read this correctly I had no connection between 14:00 to 18:20 ish Wednesday and early hours of  Wednesday and Sunday morning.
This is a repeat fault 72690250 being the last call, BT visit reported NFF and I expect unless they (BT) do some proactive work, like re crimping or replacing connectors I will have the same NFF result.
Dan.
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: How many disconnects I am getting a day?

Hi Dan,
From reading through that ticket it just looks like the fault had cleared up by the time of the visit. As this is obviously a recurring issue we'll mention that when the fault is reported and as long as the issue persists getting an engineer out would be a sensible option.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Well thats was a waste of time then:-
Quote
I am sorry to hear of the issues you have been encountering.
Unfortunately, Openreach will only replace cabling should this be proved to be the cause of the fault you are experiencing.
From looking at the notes you have provided, it indicates the Engineer was unable to locate a fault and resulted in the fault being cleared,
I have performed tests on your line again and have been unable to locate a fault.
I hope this helps with your query.

I was expecting an engineer to be requested to come and investigate the issue
Dan
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: How many disconnects I am getting a day?

Quote
I was expecting an engineer to be requested to come and investigate the issue

Me too, I would have expected that to be offered as an option for you. I'll get an appointment booked. Can you update the ticket to show if you have a preferred timeslot (i.e AM which is 08:00 - 13:00 or PM which is 13:00 -18:00) and if there's any dates we should avoid over the next couple of weeks?
Drop me a reply here when you have and I'll get that sorted.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Dan_the_Van
Rising Star
Posts: 297
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Well as expected NFF, this is the third time in a year I have raised this issue last two reports being NFF.
Dan.
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

So, I am getting disconnects again, any chance of a graph to show how many?
I know something is wrong as normally on my line I would see
Line Attenuation (Up/Down) [dB]:  27.0 / 51.0
SN Margin (Up/Down) [dB]: 23.0 / n        (where n currently can be somewhere between 6 and 10)
now I'm getting
SN Margin (Up/Down) [dB]:  6.0 / 12.0
I am going to move the router to the test socket over the weekend and leave connected that way for a week.
Thanks
Dan
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: How many disconnects I am getting a day?

Looks like there were a couple on Wednesday but none since then:
<img src="http://community.plus.net/visualradius/generated/image13802928809071.png"/>

Hopefully it will be better in the test socket though, please let us know.
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Thanks Matt for the graph I did hear crackling on the line again Wednesday evening.
What causes the Upstream SN margin to go to a low number assuming the issue is not on my side of the master socket?
Dan.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: How many disconnects I am getting a day?

That's usually caused by interference on the line, whatever the cause.
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

After some testing on Saturday using a different router and filter I had no improvement. with upstream speeds.
I have been in the test socket from Sunday AM.started off well
Upstream
Noise Margin:  21.0  dB
Bandwidth:    448    kbps
Attenuation:  28.5  dB
Power:        12.3  dBm
Downstream 
Noise Margin:  10.3  dB
Bandwidth:    3968  kbps
Attenuation:  52.0  dB
Power:        18.7  dBm
During Monday the speeds dropped to.
Upstream
Noise Margin:  6.0    dB
Bandwidth:    64    kbps
Attenuation:  28.5  dB
Power:        9.8    dBm
Downstream
Noise Margin:  10.1  dB
Bandwidth:    3968  kbps
Attenuation:  52.5  dB
Power:        18.9  dBm
Turned the router off and speeds recovered, I had another event overnight and the upstream dropped to
Noise Margin:  6.0    dB
Bandwidth:    248    kbps
Attenuation:  28.5  dB
Power:        9.8    dBm
I am hearing intermittent crackling again, line testing will show no doubt show  NFF
Where do I go from here, I see no point for another BT home visit as the issue is clearly not in my house.
Dan.
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
Fixes: 1
Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Well just had an update on ticket #74384137
On testing your line I am unable to determine the reason for issue your having. As you have already completed the internal checks to rule out your internal wiring and equipment (and therefore as long as they have been done correctly eliminate the chance of a £60 call out fee). This will be the third home visit for this issue.
This is my fault rate from the router logs for 24 hour period
Sep 30 22:10:14 xDSL linestate down
Sep 30 22:10:29 xDSL linestate up (ITU-T G.992.1; downstream: 3520 kbit/s,upstream: 226 kbit/s
Oct 1 15:07:14 xDSL linestate down
Oct 1 15:07:58 xDSL linestate up (ITU-T G.992.1; downstream: 4032 kbit/s, upstream: 448 kbit/s
Oct 1 16:46:41 xDSL linestate down
Oct 1 16:47:13 xDSL linestate up (ITU-T G.992.1; downstream: 3968 kbit/s, upstream: 225 kbit/s
Oct 1 16:55:51 xDSL linestate down
Oct 1 16:56:40 xDSL linestate up (ITU-T G.992.1; downstream: 3968 kbit/s,upstream:448 kbit/s
Oct 1 17:17:51 xDSL linestate down
Oct 1 17:18:08 xDSL linestate up (ITU-T G.992.1; downstream: 3968 kbit/s,upstream: 224 kbit/s
Oct 1 17:55:20 xDSL linestate down
Oct 1 17:55:52 xDSL linestate up (ITU-T G.992.1; downstream: 3968 kbit/s,upstream: 448 kbit/s
Dan_the_Van
Rising Star
Posts: 297
Thanks: 2
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Registered: 25-06-2007

Re: How many disconnects I am getting a day?

Think I have waited long enough for a reply from Care Team..
Still waiting for my next BT appointment time.
Angry
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
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Registered: 13-07-2012

Re: How many disconnects I am getting a day? Had enough of it!

Apologies for the delay, I can see we've got the appointment booked a few minutes ago. Let us know how it goes.