Internet drop outs and slow speeds, intermittent

[#1]

Good morning,

We have intermittent speed issues to almost zero and drop outs, upload from time to time remain normal, it's really strange.
Could my line be checked please, done a lot of the basic checks as per guides but no change.

Many Thanks
David.

[#2]

Product code:Plusnet Hub Two
Serial number:+108417+2152001208
Firmware version:v0.08.00.08297-PN
Firmware updated:16-Nov-2022
Board version:R01
GUI version:1.9 16_08_2022
DSL uptime:0 Days 6 Hrs 12 Mins
Data rate:5.584 Mbps / 34.976 Mbps
Maximum data rate:5.675 Mbps / 37.731 Mbps
Noise margin:6.1 / 7.2
Line attenuation:11.8 / 21.9
Signal attenuation:11.6 / 19.0
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:74.9 MB Uploaded / 511.1 MB Downloaded
Broadband username:
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel11)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2
Wireless mode:Mode 1
Firewall:On
MAC address:C0:D7:AA:A9:11:9A
Software variant:-
Boot loader:0.1.7-PN (Thu Nov 30 09:45:22 2017)

[#3]

Quiet line test done - clear

[#4]

@dsmith1985 From your Help Desk page, it appears you are suffering from xDSL drops. Can you please post the WAN tab of your error log, just to confirm?

[#5]

Hi John,

Thanks for the quick reply, I am at work ATM will provide tech log later from my router

[#6]

Time and dateMessage
22:58:55, 08 Mar.WAN Sensing Auto sensing Complete, interface selected
22:58:55, 08 Mar.WAN Sensing Auto sensing Running
22:58:55, 08 Mar.Success - secondary DNS servers
22:58:55, 08 Mar.Success - primary DNS servers
22:58:55, 08 Mar.WAN connection WAN2_INTERNET_PTM connected
22:58:52, 08 Mar.DSL Link Up: Down Rate=34976kbps, Up Rate=5584kbps; SNR Margin Down=7.2dB, Up=6.2dB
22:58:44, 08 Mar.WAN Auto-sensing detected port DSL WAN
22:58:05, 08 Mar.WAN Auto-sensing last connection port: DSL WAN
18:45:24, 02 Mar.WAN Sensing Auto sensing Complete, interface selected
18:45:23, 02 Mar.WAN Sensing Auto sensing Running
18:45:23, 02 Mar.Success - secondary DNS servers
18:45:23, 02 Mar.Success - primary DNS servers
18:45:23, 02 Mar.WAN connection WAN2_INTERNET_PTM connected
18:45:19, 02 Mar.DSL Link Up: Down Rate=34976kbps, Up Rate=5581kbps; SNR Margin Down=7.2dB, Up=6.1dB
18:45:12, 02 Mar.WAN Auto-sensing detected port DSL WAN
18:44:32, 02 Mar.WAN Auto-sensing last connection port: DSL WAN
23:26:00, 28 Feb.WAN Sensing Auto sensing Complete, interface selected
23:25:59, 28 Feb.WAN Sensing Auto sensing Running
23:25:59, 28 Feb.Success - secondary DNS servers
23:25:59, 28 Feb.Success - primary DNS servers
23:25:59, 28 Feb.WAN connection WAN2_INTERNET_PTM connected
23:25:55, 28 Feb.DSL Link Up: Down Rate=34976kbps, Up Rate=5605kbps; SNR Margin Down=7.3dB, Up=6.2dB
23:25:48, 28 Feb.WAN Auto-sensing detected port DSL WAN
23:25:08, 28 Feb.WAN Auto-sensing last connection port: DSL WAN

[#7]

Hi John,

Just curious where are you looking when you mention 'help desk page'?

Many Thanks

David.

[#8]

David, sorry - In the Hub2 its Technical Log, as the picture below - Help desk is its Hub1 designation.

[#9]

@jab1 

The WAN event log is not showing any DSL down messages I would expect to see 

DSL Link Down: duration was 6945464 seconds

WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]

 Dan

[#10]

Yes, Dan, I noticed that - there is something very strange going off here, but I've no idea what it is. 😕

[#11]

@dsmith1985 

can you post the Hub Two Home >Status page please

[#12]

Connection status,Connected
Connection type,Fibre Broadband (VDSL)
Firmware version,v0.08.00.08297-PN (Mon Aug 29 11:12:39 2022)
Serial number,+108417+2152001208
Downstream sync speed,35.0 Mbps
Upstream sync speed,5.6 Mbps
Network uptime,0 days 21 Hours 7 Mins 43 Secs
System uptime,0 days 21 Hours 8 Mins 55 Secs
Broadband IP address,46.208.252.141
Default gateway,172.16.15.7
Primary DNS,212.159.6.9
Secondary DNS,212.159.6.10

[#13]

obviously I've restarted my router a fair few times in the past weeks. 

Purchase a D-Link mesh router because initially i thought it was the Wi-Fi being naff. Not been able to check via cat5e cable when its being intermittent.

Many Thanks

David.

[#14]

Thanks for the status page.

It appears your Hub Two system (Hub powered on) and network (DSL connection time) uptimes  are almost the same.

Are your turning the Hub off for a reason or is the Hub restarting?

Dan

Edit, missed your second post.

So are you getting wireless device drops then, as the WAN log looks like it's only showing reboot DSL UP messages

[#15]

Yes I have been restarting the router to hopefully fix the issues.

Its possible but I have hardwired to my new Dlink Mesh hub and last night 2 users having issues with Wifi again so thought id ruled out the router. 

Many Thanks

David.