Increasing occurrence of Broadband connection drop-outs

[#1]

Not only has this problem not gone away, but it seems to be worse than ever.  Connection is so flakey, dropping out frequently and often being poor quality.

There was much local activity by Openreach immediately before Christmas, when one of the engineers told me that they were looking for a line blockage before installing fibre, and more (3 x vans) about a week ago, but the 'service' just seems to get worse.  A couple of neighbours say theirs is also flakey, whilst others nearby say theirs is fine - some even saying they believe they have fibre to their house!

Is there no way for Plusnet to help resolve what appears to be a BT issue?  What is the point of having an 'Unlimited Fibre' contract if I can't get fibre?

I'm attaching images of new speed test and BT Broadband Availability Checker report.

But I can't see the 'Minimum Guaranteed Speed' because the contract summary does NOT load as promised in Plusnet's initial email.

Can anyone help, please?

[#2]

@billswan A quick look at your latest images doe not appear to indicate an issue, but as you say, it is an intermittent one.

Can you post the output from the WAN tab of your Error Log, please?

[#3]

@billswan 

If you have not already I would suggest reporting an error using this link

https://www.plus.net/help/report-a-problem/broadband/ 

If that returns no fault then follow the advice in post 4

HTH

[#4]

Could a member of staff ask the 'hub guru' Bob to have a look at the screenshot posted earlier in this thread - https://community.plus.net/t5/Broadband/Increasing-occurrence-of-Broadband-connection-drop-outs/m-p/...

Because if I'm not mistaken this event - 23:12:10, 01 Oct. PPP LCP Send Termination Request [PPPoE PADT received] - was a bug on the PHN1, that cuased the hub to drop the connection during uploading, although it should have been rectified by now (or so I'd have thought)

I have noted there are several devices on @billswan's connection that could well be uploading more than you'd think

Further reading of the PADT issue can be read here - https://community.plus.net/t5/Fibre-Broadband/PPP-LCP-Send-Termination-Request-PPPoE-PADT-received/t... - and the fix was here - https://community.plus.net/t5/Fibre-Broadband/Plusnet-fibre-broadband-does-not-cope-with-uploads-and...

I'm just going to put this out there, get someone to issue the OP with a PNH2 (FOC of course)

[#5]

@DS 

The version for this Hub One was posted here which is the latest, I believe this resolved the issue you mentioned

.

[#6]

@Dan_the_Van Yep I noted that too.

It's just the PPP LCP Send Termination Request [PPPoE PADT received] event that's got me thinking.......

(but hopefully I'm wrong - because this has gone on way too long if this is all it was)

I also have had 1 or 2 experiences whereby the firmware update doesn't always work 1st time around.

But a radius graph posted from a staff member might highlight large amount of uploads

edit to correct a typo and to add SimpliSafe equipment as one example

[#7]

How's the connection been @billswan?

If it's still been dropping, if at all possible, could you check the routers event logs and see if that line I posted occurs just before every disconnection?

I was kinda hoping to have had some sort of "you're completely wrong DS" by now from one of the Plusnet team, but hey ho.

(and sorry for bringing this subject up today, it's just that it's been bugging me for the last few days)

[#8]

Apologies for the delay - terminally sick dog distraction.

Typically, the connection has been OK for the last couple of days (apart from one disconnection yesterday, I think.

Here's a screenshot of the WAN event log that I just took.  Is it in any way helpful?

[#9]

Sorry about the dog, Bill - never a good thing.

That WAN log appears to be from Monday, and apart from the download SNR figure looks reasonable to me - 2.4dB suggests the system thought you have a near-perfect line, which from what we have seen previously, is not really the case.

Just keep your eyes on your up-time, and if it starts showing DSL disconnections again, i.e. being short, shout up again.

[#10]

Being a dog (and other pets) owner myself Bill I know exactly what you're going through at this terrible time

It's looking as if I'm urinating on myself regarding asking someone to ask Bob to simply pass a glancing eye over that event as that event I mentioned (twice) is there yet again during the connection drop.

If I'm wrong then fair enough, but should it be the case that I have spotted the reason then this needs addressing - either sending the firmware again (in case it didn't take right - if that's possible - I forget now) or by Plusnet sending out a Hub Two.

As a reminder that event used to cause the router to drop the connection when our home equipment was uploading at a rate that the router couldn't cope with.

[#11]

As a reminder that event used to cause the router to drop the connection when our home equipment was uploading at a rate that the router couldn't cope with.

The gateway will send periodic LCP (Link control protocol) 'keep-alive'  packets to check that the PPPoE connection is ok. If you are saturating the upstream bandwidth, then potentially the gateway may not get a response to its LCP  'keep alive' within the timeout. At which point it will believe the link is down and send the PADT to terminate and tidy up , on detecting this the router (if its still alive ) should attempt to restart the PPPoE connection.

Unfortunately PADT will also be sent if the link goes down for other reasons.

[#12]

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@DS wrote:

Could a member of staff ask the 'hub guru' Bob to have a look at the screenshot posted earlier in this thread - https://community.plus.net/t5/Broadband/Increasing-occurrence-of-Broadband-connection-drop-outs/m-p/...

Because if I'm not mistaken this event - 23:12:10, 01 Oct. PPP LCP Send Termination Request [PPPoE PADT received] - was a bug on the PHN1, that cuased the hub to drop the connection during uploading, although it should have been rectified by now (or so I'd have thought)

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Late to the party, but not much to add beyond what @MisterW has stated in the preceding post.

There are legitimate and 'par for the course' reasons for the PADT message, and given the firmware is the latest in this instance, then I don't think upload saturation is likely to be the culprit.

Kudos on the keen eye/memory though @DS 👍

[#13]

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@DS wrote:

Could a member of staff ask the 'hub guru' Bob to have a look at the screenshot posted earlier in this thread - https://community.plus.net/t5/Broadband/Increasing-occurrence-of-Broadband-connection-drop-outs/m-p/...

Because if I'm not mistaken this event - 23:12:10, 01 Oct. PPP LCP Send Termination Request [PPPoE PADT received] - was a bug on the PHN1, that cuased the hub to drop the connection during uploading, although it should have been rectified by now (or so I'd have thought)

---

Late to the party, but not much to add beyond what @MisterW has stated in the preceding post.

There are legitimate and 'par for the course' reasons for the PADT message, and given the firmware is the latest in this instance, then I don't think upload saturation is likely to be the culprit.

Kudos on the keen eye/memory though @DS 👍

[#14]

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@bobpullen wrote: snipped

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Kudos on the keen eye/memory though @DS 👍

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There's some things that I wish I could forget, but that 5GHz H1 hiccup is one that I'll forever have etched in 2 me brain

<shudders>

But thanks Bob for replying