Hub dropping connection at least once a day.

[#1]

Hi, 

I have been having a ongoing problem with the hub dropping completly out and what appears to be at times poor speeds.

 I have made a few phonecalls to support, but they seems to be a perception i am intrested in the wifi speeds.

I am not.

There also seems to be a suggestion that the powerline ethernet connectors are faulty, though worked faultlessly on the same line with BT.

Intrestingly 2 people from Openreach have recently been out asking if we had any issue with speeds etc, at that point we had not (but have since).

Is there a plusnet bod on here i can speak to with a sensible head on to findout why the hub is dropping out completley (blue to red/orange) once or twice a day.

To note i have been with plusnet before and on the old style hub the service was rock solid.

im not saying my ethernet adaptors are not faulty, but i also dont have endless amounts of money to spend replacing stuff that in theory has no effect on the hub dropping connection completly.

 I also have no intrest in wifi speed for devices connected to the hub as they vary so much.

All i want is a solid connection for my work PC. (can't wait for Full fibre to arrive)

Thanks in advance, Jim.

[#2]

@jimpotter2017 Assuming you have a Hub2, can you please export your Event Log and attach the resulting .csv file to a post please. Maybe with that information, someone on here could assist.

[#3]

@jimpotter2017 

Is there a plusnet bod on here i can speak to with a sensible head on to findout why the hub is dropping out completley (blue to red/orange) once or twice a day.

If the Hub 2 is changing from blue to orange then its losing the internet connection.

As @jab1 says, post the event log and we should be able to diagnose why

[#4]

When the "hub drops completely out", as the lights change it sounds like it might be a line fault. 

https://www.plus.net/help/broadband/router-setup-guides/hub-two/full-fibre/#if-you-cant-connect-chec...

Do you still have the old style hub or did you send that back? If you still have it, I would try that instead (you will probably need to enter your account details).

[#5]

Sight of the Hub2 event log will negate the need to swap kit, and give us a chance to answer the original question.

[#6]

Event log attached, line 2300 and below (i think) anythgin else above seems to be wifi devices.

Jim

[#7]

Just removed a unsolicted rule to my hub firewall that i have never seen before.

 Also perhaps seems i have a ip address probing..

Turned off Upnp.

but unsure if these are related to the connection dropping completly.

[#8]

You have had no xDSL drops since 18.09 on the 19th, so maybe whatever the issue was has been corrected.

[#9]

hopefully, i've been on holiday so only just now had time to follow up.

[#10]

Link sync rate looks very stable, though I am a tad suspicious of the 67000 sync rate - it looks as though it is banded.

19 Aug. DSL Link Up: Down Rate=59495kbps Up Rate=20000kbps; SNR Margin Down=6.6dB Up=9.7dB
19 Aug. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.7dB
12 Aug. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=6.9dB Up=9.6dB
12 Aug. DSL Link Up: Down Rate=66723kbps Up Rate=20000kbps; SNR Margin Down=6.8dB Up=9.7dB
08 Aug. DSL Link Up: Down Rate=64046kbps Up Rate=20000kbps; SNR Margin Down=6.9dB Up=9.6dB
07 Aug. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.1dB Up=9.6dB
05 Aug. DSL Link Up: Down Rate=57428kbps Up Rate=20000kbps; SNR Margin Down=10.5dB Up=9.5dB
05 Aug. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.8dB
05 Aug. DSL Link Up: Down Rate=63925kbps Up Rate=20000kbps; SNR Margin Down=6.5dB Up=6.0dB
02 Aug. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB
23 Jul. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.2dB Up=9.6dB
21 Jul. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.5dB
15 Jul. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.5dB
07 Jul. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.4dB
29 Jun. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB
22 Jun. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.6dB
11 Jun. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB
27 May. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB
21 May. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB
18 May. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.3dB Up=9.5dB
11 Apr. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.7dB
19 Mar. DSL Link Up: Down Rate=67000kbps Up Rate=20000kbps; SNR Margin Down=7.4dB Up=9.5dB

5th of August looks iffy.  This log does not offer evidence of the "hub dropping connection at least once a day".  There have only been 22 disconnection since 19th March, which is about one drop per week.

What EXACTLY is being seen when there is the appearance of the hub "dropping"?

For the devices suggesting that the hub has "dropped the connection" exactly what do they show?  There can be no confidence that when a device reports "no internet connection" that the internet connection has actually failed, it simply means that the device's "am I still connected" probes were not successful - such could happen in the presence of a heavy upload activity; such probes are very low priority traffic.

I would also be looking for the possibility of the presence of electrical noise, the variation of DS sync on the 5th, 8th and 19th suggest transient issues.  Is there any time correlation with the occasions when the "drop" is perceived?  There is some possibility of the Ethernet over power adapters giving rise to VDSL2 interference.

[#11 · Accepted solution]

So since i got from holiday and posted a few things have have happend.

1. a new pole has gone up, and a number of services have been relocated to it.

2. no apparent disconnection at the hub since return from holiday and installtion of said pole.

3. SNR ratio appears to have improved in the logs, so currentyl issue is RESOLVED.

thanks all.

[#12]

If the DS sync is not 67,000 (or better) personally, I would not deem this to be fixed.

If BT Openreach deem that there was a (collective ?) fault on your / the local lines, then a DLM reset might be orderable, giving you back at least 67,000 if not better.