Losing patience with intermittent internet disconnections on-going 6 months+

[#1]

I've been having intermittent internet disconnections on-going for over 6 months.  Various OR Engineers over the period have been and tested the line and found no fault.  However the stats below taken with my Draytek Vigor 130 connected to the test socket show differing SNR / Sync Rates and CRC errors.  The sync rate can vary wildly between 70mbps and 10 mbps!

I've setup monitoring scripts to capture stats as this is getting so frustrating.  My connection has dropped 7 times today as reported on my ELK logging solution and impacting my ability to WFH.  I'm now lost where to go next and grateful for any guidance as this is no longer an acceptable level of service.

11/08/2022 00:00:01
> show adsl
  ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 66997000 bps   US Actual Rate       : 15629000 bps
   DS Attainable Rate      : 43794992 bps   US Attainable Rate   : 15629000 bps
   DS Path Mode            :        Fast    US Path Mode         :        Fast
   DS Interleave Depth     :        1       US Interleave Depth  :        1
   NE Current Attenuation  :       17 dB    Cur SNR Margin       :        1  dB
   DS actual PSD           :     7. 6 dB    US actual PSD        :    14. 8  dB
   NE CRC Count            :       67       FE CRC Count         :    15788
   NE ES Count             :       14       FE  ES Count         :     2809
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        1
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-06-0D-01-07   [with Vectoring support]
   Power Management Mode   : DSL_G997_PMS_L0
   Test Mode               : DISABLE
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       22 dB    Far SNR Margin       :        6  dB
   CO ITU Version[0]       : b5004244       CO ITU Version[1]    : 434dc190
   DSLAM CHIPSET VENDOR    : < BDCM >
> quitConnection closed by foreign host.

11/08/2022 06:00:01
> show adsl
  ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 66997000 bps   US Actual Rate       : 16412000 bps
   DS Attainable Rate      : 74233812 bps   US Attainable Rate   : 16411000 bps
   DS Path Mode            :        Fast    US Path Mode         :        Fast
   DS Interleave Depth     :        1       US Interleave Depth  :        1
   NE Current Attenuation  :       18 dB    Cur SNR Margin       :        7  dB
   DS actual PSD           :     7. 4 dB    US actual PSD        :    12. 9  dB
   NE CRC Count            :        0       FE CRC Count         :    15789
   NE ES Count             :        0       FE  ES Count         :     2810
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        2
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-06-0D-01-07   [with Vectoring support]
   Power Management Mode   : DSL_G997_PMS_L0
   Test Mode               : DISABLE
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       22 dB    Far SNR Margin       :        5  dB
   CO ITU Version[0]       : b5004244       CO ITU Version[1]    : 434dc190
   DSLAM CHIPSET VENDOR    : < BDCM >
> quitConnection closed by foreign host.

11/08/2022 12:00:01
> show adsl
  ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 10371000 bps   US Actual Rate       : 13928000 bps
   DS Attainable Rate      : 16850456 bps   US Attainable Rate   : 17981000 bps
   DS Path Mode            :        Fast    US Path Mode         :        Fast
   DS Interleave Depth     :        1       US Interleave Depth  :        1
   NE Current Attenuation  :       18 dB    Cur SNR Margin       :        9  dB
   DS actual PSD           :     7. 6 dB    US actual PSD        :    11. 4  dB
   NE CRC Count            :        0       FE CRC Count         :    16260
   NE ES Count             :        0       FE  ES Count         :     2920
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        9
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-06-0D-01-07   [with Vectoring support]
   Power Management Mode   : DSL_G997_PMS_L0
   Test Mode               : DISABLE
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       23 dB    Far SNR Margin       :        6  dB
   CO ITU Version[0]       : b5004244       CO ITU Version[1]    : 434dc190
   DSLAM CHIPSET VENDOR    : < BDCM >
> quitConnection closed by foreign host.

11/08/2022 18:00:01
> show adsl
  ---------------------- ATU-R Info (hw: annex A, f/w: annex A/B/C) -----------
   Running Mode            :      17A       State                : SHOWTIME
   DS Actual Rate          : 10371000 bps   US Actual Rate       : 13928000 bps
   DS Attainable Rate      : 15746888 bps   US Attainable Rate   : 18234000 bps
   DS Path Mode            :        Fast    US Path Mode         :        Fast
   DS Interleave Depth     :        1       US Interleave Depth  :        1
   NE Current Attenuation  :       18 dB    Cur SNR Margin       :        9  dB
   DS actual PSD           :     7. 6 dB    US actual PSD        :    13. 0  dB
   NE CRC Count            :      398       FE CRC Count         :    21937
   NE ES Count             :      112       FE  ES Count         :     4143
   Xdsl Reset Times        :        0       Xdsl Link  Times     :        9
   ITU Version[0]          : fe004452       ITU Version[1]       : 41590000
   VDSL Firmware Version   : 05-07-06-0D-01-07   [with Vectoring support]
   Power Management Mode   : DSL_G997_PMS_L0
   Test Mode               : DISABLE
  -------------------------------- ATU-C Info ---------------------------------
   Far Current Attenuation :       23 dB    Far SNR Margin       :        6  dB
   CO ITU Version[0]       : b5004244       CO ITU Version[1]    : 434dc190
   DSLAM CHIPSET VENDOR    : < BDCM >
> quitConnection closed by foreign host.

[#2]

Update on this, I managed to convince tech support to send a new Plusnet Hub Two as I’ve been a loyal customer for 5+ years. After initialisation and firmware update I switched it to bridged mode which works superbly with my Ubiquiti Edgerouter.

Intial feedback is the upload sync rate has definitely improved and will monitor for the next fortnight. Hoping download sync rate will improve with time.

DSL Link Up: Down Rate=66999kbps, Up Rate=19062kbps; SNR Margin Down=8.3dB, Up=6.0dB

Maximum data rate:19.066 Mbps / 77.255 Mbps
Noise margin:5.9 / 8.3
Line attenuation:9.0 / 17.7
Signal attenuation:9.0 / 19.1

[#3]

Looks like I spoke to soon, a flurry of disconnects this morning with ERROR_NO_CARRIER and SNR margin down dropped to 0.2dB.

I also carried out a quiet line test and no obvious noise on the line.

P.S. Would be awesome if the Plusnet Hub Two could detect the correct time in bridged mode.

13:54:49, 01 Oct. DSL Link Up: Down Rate=50514kbps, Up Rate=19526kbps; SNR Margin Down=6.2dB, Up=6.0dB
13:54:42, 01 Oct. WAN connection WAN2_INTERNET_PTM connected
13:54:41, 01 Oct. WAN Auto-sensing detected port DSL WAN
13:54:16, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:54:16, 01 Oct. DSL Link Down: duration was 132 seconds
13:52:12, 01 Oct. DSL Link Up: Down Rate=66999kbps, Up Rate=18796kbps; SNR Margin Down=8.0dB, Up=6.0dB
13:52:05, 01 Oct. WAN connection WAN2_INTERNET_PTM connected
13:52:04, 01 Oct. WAN Auto-sensing detected port DSL WAN
13:51:22, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:51:22, 01 Oct. DSL Link Down: duration was 89 seconds
13:50:01, 01 Oct. DSL Link Up: Down Rate=17545kbps, Up Rate=11182kbps; SNR Margin Down=3.9dB, Up=5.9dB
13:49:54, 01 Oct. WAN connection WAN2_INTERNET_PTM connected
13:49:53, 01 Oct. WAN Auto-sensing detected port DSL WAN
13:49:28, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:49:28, 01 Oct. DSL Link Down: duration was 44 seconds
13:48:52, 01 Oct. DSL Link Up: Down Rate=48725kbps, Up Rate=18272kbps; SNR Margin Down=0.2dB, Up=6.0dB
13:48:45, 01 Oct. WAN connection WAN2_INTERNET_PTM connected
13:48:44, 01 Oct. WAN Auto-sensing detected port DSL WAN
13:48:14, 01 Oct. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:48:14, 01 Oct. DSL Link Down: duration was 49659 seconds
00:00:43, 01 Oct. DSL Link Up: Down Rate=66999kbps, Up Rate=19062kbps; SNR Margin Down=8.3dB, Up=6.0dB

[#4]

Hi there,

I'm sorry for the issues you're having with your connection.

I can see we've arranged for an engineer to visit you and investigate further.

Let me know how you get on.

[#5]

OR Engineer visited and after some persuasion changed my port in the cabinet which has resulted in no disconnects in the last week.

All I need now is a DLM reset please as the downstream sync rate won’t go above 66.99 mbps.

DSL Link Up: Down Rate=66999kbps, Up Rate=16736kbps; SNR Margin Down=7.9dB, Up=5.9dB

[#6]

Excellent. I've done a DLM reset for you now. It can take up to 24 hours to go through.