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Intermittant connexion dropouts

Urgonath
Hooked
Posts: 6
Thanks: 2
Registered: ‎23-02-2020

Intermittant connexion dropouts

HI,

I've been having trouble with my connection for the past week or so, maybe longer. It intermittently cuts out a few times a day, usually coming back on after a minute or two, without me changing anything. Is there something wrong with the line that's causing this?

I've also had a few occasions where the connection has still been working, but the speed has been very low (aroud 5Mbps or less).

9 REPLIES 9
jab1
Legend
Posts: 17,296
Thanks: 5,583
Fixes: 259
Registered: ‎24-02-2012

Re: Intermittant connexion dropouts

@Urgonath Welcome to the forums. Difficult to answer without some data to work on. If you follow the script below, maybe other Community members may spot something, or be able to point you in the right direction,

For Community members to be able to help, information from these two sites, as screenshots:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If phone test is OK then take the front off your telephone master socket, you may need to remove two screws. In behind you will find the test socket. Plug a filter in here and connect that to your hub. If it’s still dropping out then report a fault at https://faults.plus.net.

John
Urgonath
Hooked
Posts: 6
Thanks: 2
Registered: ‎23-02-2020

Re: Intermittant connexion dropouts

As with all intermittent problems, Murphy's law applies. Currently testing fine (see below). I'll try to run a test next time it's going slow (which only seems to be afer 11pm), or immediately after the connexion has dropped and reconnected, just in case.

I don't have a phone. But I'll see if I can borrown one for a Quiet Line Test.

And the bit that's probably going to make this harder for me: I'm not using the stock plusnet router. We had problems with WiFi range, and I couldn't get it to work as a bridge for my Linksys router (WRT1900AC). So I've been using a Netgear DM200-100EUS, pretty much since day one. But it's never had any problems.


Broadband availability checker 0823 18-05-2022.pngBTW Performance Tester .png

jab1
Legend
Posts: 17,296
Thanks: 5,583
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Registered: ‎24-02-2012

Re: Intermittant connexion dropouts

Pity you aren't using the PN Hub, but what data can you extract from the Netgear? The detail which may help is that shown in the below picture (taken from a Hub2)

5.Hub2 technical.png

 

John
Urgonath
Hooked
Posts: 6
Thanks: 2
Registered: ‎23-02-2020

Re: Intermittant connexion dropouts

Modem logs, although they don't go back very far. For what it's worth


[Time synchronized with NTP server] Wednesday, May 18, 2022 08:00:40
[Internet connected] IP address: 213.31.138.112, Wednesday, May 18, 2022 08:00:16
[Internet disconnected] Wednesday, May 18, 2022 07:58:56
[admin login] from source 192.168.5.2, Wednesday, May 18, 2022 07:58:21
[admin login failure] from source 192.168.5.2, Wednesday, May 18, 2022 07:58:17
[DHCP IP: 192.168.5.2] to MAC address 94:10:3e:9f:7a:07, Tuesday, May 17, 2022 17:22:26
[Time synchronized with NTP server] Tuesday, May 17, 2022 09:00:38
[Internet connected] IP address: 213.31.138.112, Tuesday, May 17, 2022 08:52:39
[Internet disconnected] Tuesday, May 17, 2022 08:52:01
[DHCP IP: 192.168.5.2] to MAC address 94:10:3e:9f:7a:07, Tuesday, May 17, 2022 05:22:20
[ 8897.540000] [DoS Attack: SYN/ACK Scan] from source: 162.241.216.182, port 443, Monday, May 16, 2022 19:49:33
[ 7987.400000] [DoS Attack: SYN/ACK Scan] from source: 195.149.70.31, port 443, Monday, May 16, 2022 19:34:22
[ 7510.170000] [DoS Attack: SYN/ACK Scan] from source: 78.46.91.212, port 21, Monday, May 16, 2022 19:26:25
[ 6603.130000] [DoS Attack: SYN/ACK Scan] from source: 212.14.145.39, port 443, Monday, May 16, 2022 19:11:18
[ 6525.470000] [DoS Attack: SYN/ACK Scan] from source: 212.14.145.39, port 443, Monday, May 16, 2022 19:10:00
[ 5679.070000] [DoS Attack: SYN/ACK Scan] from source: 141.95.83.2, port 30120, Monday, May 16, 2022 18:55:54
[ 3714.880000] [DoS Attack: SYN/ACK Scan] from source: 185.41.251.179, port 443, Monday, May 16, 2022 18:23:10
[ 3348.440000] [DoS Attack: SYN/ACK Scan] from source: 142.44.212.225, port 8140, Monday, May 16, 2022 18:17:03
[ 2361.500000] [DoS Attack: TCP/UDP Chargen] from source: 45.72.44.202, port 42416, Monday, May 16, 2022 18:00:36
[ 1938.190000] [DoS Attack: SYN/ACK Scan] from source: 178.32.237.190, port 8080, Monday, May 16, 2022 17:53:33
[ 1862.440000] [DoS Attack: SYN/ACK Scan] from source: 34.64.225.102, port 443, Monday, May 16, 2022 17:52:17
[ 1611.290000] [DoS Attack: SYN/ACK Scan] from source: 34.64.216.12, port 443, Monday, May 16, 2022 17:48:06
[ 644.960000] [DoS Attack: SYN/ACK Scan] from source: 45.148.10.59, port 6831, Monday, May 16, 2022 17:32:00
[ 373.450000] nf_conntrack: automatic helper assignment is deprecated and it will be removed soon. Use the iptables CT target t
[Time synchronized with NTP server] Monday, May 16, 2022 17:22:49
[Internet connected] IP address: 213.31.138.112
[Initialized, firmware version: V1.0.0.44]

Urgonath
Hooked
Posts: 6
Thanks: 2
Registered: ‎23-02-2020

Re: Intermittant connexion dropouts

More ionfo from modem.Screenshot 2022-05-18 091918.pngScreenshot 2022-05-18 092022.pngScreenshot 2022-05-18 092100.pngScreenshot 2022-05-18 092142.png

jab1
Legend
Posts: 17,296
Thanks: 5,583
Fixes: 259
Registered: ‎24-02-2012

Re: Intermittant connexion dropouts

You appear, from the above logs, to be losing PPP connection on a regular basis - I would say that is a valid reason to request a BT/OR investigation.

John
Gandalf
Community Gaffer
Community Gaffer
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Registered: ‎21-04-2017

Re: Intermittant connexion dropouts

Hi there,

I'm really sorry to see you're having connection issues. I've tested your line today and the tests are indeed showing a line fault. More precisely, an "Impairment in copper joint" and/or "Rectified Loop". 

I've raised this off to our suppliers and I've been given an estimated response time of by 20/05/22 23:59:59 for an engineer to go out and investigate further. I've also created a support ticket on your account Here so we can monitor the progress.

Let us know how it goes. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Urgonath
Hooked
Posts: 6
Thanks: 2
Registered: ‎23-02-2020

Re: Intermittant connexion dropouts

Had a text message from openreach yesterday morning, cnofirming an engineer had "my" job, and would call before working on "my" task.

Never got the call, but haven't had any issues for the last 36hrs, that I've noticed. So guessing he just go on and did it. Whatever "it" was.

I'll be back if not. Grin

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,885
Thanks: 883
Fixes: 221
Registered: ‎27-04-2007

Re: Intermittant connexion dropouts

Hi there, I'm really glad to see that 's been fixed already for you. Do get back to us if there's any further issues though and we'll get back on the case for you.

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