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Loss of sync AND loss of connection without loss of sync; which to report?

saguaro
Grafter
Posts: 78
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Registered: 26-01-2011

Loss of sync AND loss of connection without loss of sync; which to report?

My connection has been misbehaving again.  Sad Sometimes it loses sync altogether (broadband light off or blinking, internet light off), which so far hasn't resulted in a loss of speed -- in fact it just resynced at a higher speed than I've seen in a while! Sometimes it stays in sync (broadband light on) but loses connection (Internet light off), or won't connect after syncing. Sunday night  it was bad enough that I ended up leaving the modem switched off overnight and all day yesterday, as I wasn't home in daylight hours. It started up fine this morning but started dropping again around lunchtime. If this keeps up, I'm going to have to report a fault again -- but I remember from last time that the fault checker asks iwhether the broadband light is on or off when it fails. If it's doing both at different times, which should I say?
Last time this happened, it got worse and worse until I reported a fault and then miraculously recovered as soon as testing was put in place at the Plusnet end.
I'm using an ASUS modem as the Plusnet-supplied Thomson had a falling out with one of my computers. The stats look like this right now, which is back to the speed I've had for the last few months but with lower SNR numbers, so I suspect it's not going to hang onto sync for long.

Modulation : ADSL2+
Annex Mode : Annex A/L
Line State : up
Lan Tx : 856448
Lan Rx : 476129
ADSL Tx : 4350
ADSL Rx : 404433433
CRC Down : 0
CRC Up : 0
FEC Down : 0
FEC Up : 1469
HEC Down : 0
HEC Up : 0
SNR Up : 6.1
SNR Down : 6.6
Line Attenuation Up : 12.0
Line Attenuation Down : 21.0
Data Rate Up : 828
Data Rate Down : 15349
11 REPLIES
Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Hi there,
Quote
fault checker asks iwhether the broadband light is on or off when it fails. If it's doing both at different times, which should I say?

I'd go with which ever you believe has been more prevalent. Don't worry if you're not sure as it shouldn't impact on our ability to investigate this for you. 
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
saguaro
Grafter
Posts: 78
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Registered: 26-01-2011

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Thanks. As far as I can tell, it looks as though what's been happening is that the internet connection goes first, and then if it doesn't re-connect the sync drops a minute or two later.
Superuser
Superuser
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Registered: 22-08-2007

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Report this as a loss of synch.
You can expect PPP to drop if the line is getting bad.  The inability to reconnect suggests a level of noise which makes end to end communication impossible and thereafter synch (at the current rate) is lost too.  The resynch is likely to be at a lower speed, whilst still at 6dB SNRM.
The really interesting question is what is the SNRM and synch speed immediately prior to the loss of synch?  Routerstats (see link below) would be useful in monitoring that, but it is a bit heavy handed and might not work with your router.  It works fine with the PlusNet TG582n.  The link below describes setting up RS to run with the TG582n.  Exactly what is the "compatibility issue" with your computer as using it would be a good point of reference and it has good diagnostics?  What version of firmware does it have?
Is the phone line noisy?  Dial 17070 option 2 using a corded phone plugged into the master socket.  If there is noise, report the fault to your phone provider.  If that is PlusNet use the phone faults link below.
Is the router plugged into the master socket?  Have you tried a different filter?  Have you tried the test socket?  Are there any phone extensions, if yes how are they wired - wire types and wire colours is very useful - see speed issues link below.
Your current stats are better than these you reported before...
Quote from: saguaro
Right now my stats look like this after nearly 20 hours of uptime:
Modulation : ADSL2+
Annex Mode : Annex A/L
Line State : up
Lan Tx : 1703348
Lan Rx : 1122814
ADSL Tx : 680774
ADSL Rx : 1093626
CRC Down : 0
CRC Up : 225
FEC Down : 0
FEC Up : 11498
HEC Down : 9582
HEC Up : 0
SNR Up : 25.4
SNR Down : 8.5
Line Attenuation Up : 11.9
Line Attenuation Down : 20.0
Data Rate Up : 446
Data Rate Down : 14333

...but are still way short of that which might be reasonably expected of a line with a reported attenuation of 20dB or 21dB.
The current SNRM figures are where they ought to be, however you are (I suspect) only looking after a failure.

@CRT,
What is the error history for this line please?  Can you please post a radius plot?
Kevin
Plusnet Help Team
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Re: Loss of sync AND loss of connection without loss of sync; which to report?

<img src="http://community.plus.net/visualradius/generated/image14280544118888.png"/>
Mean Time Between Errors Downstream (Seconds):  78 
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 Tony T
 Plusnet Help Team
Superuser
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Re: Loss of sync AND loss of connection without loss of sync; which to report?

Tony,
What MTBE is considered acceptable?  What are the remedies for unacceptable error rates?
Kevin
Plusnet Help Team
Plusnet Help Team
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Re: Loss of sync AND loss of connection without loss of sync; which to report?

It's difficult to say what is acceptable (I don't have an actual figure I can give you) but I'd generally be concerned about something in double figures. Interleaving would help.
In this particular case though, the line has been stable for a couple of days so assuming the line remains so, it's worth checking again in a few days for newer stats.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Community Veteran
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Registered: 29-06-2010

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Surely the higher the value for MTBE*, the better?
* Mean Time Between Errors.
Superuser
Superuser
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Registered: 22-08-2007

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Brian,
I think Tony meant as low as double (or single) figures.
Community Veteran
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Registered: 10-06-2010

Re: Loss of sync AND loss of connection without loss of sync; which to report?

Page 8 of the "Slow Throughput Best Practice Guide" from BTWholesale Orders and Faults, under "Broadband Faults, Performance Issues & Troubleshooting" says regarding the downstream MTBE: "ideally this should not be less than 50 seconds". Unfortunately that document is a bit out of date, but there doesn't appear to be anything more current available.
Superuser
Superuser
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Re: Loss of sync AND loss of connection without loss of sync; which to report?

Ideally MTBE should be as high as it can be, as it means for a given duration there are fewer errors.  In this context, less than 50 seconds has to mean 51 seconds or greater MTBE.
Community Veteran
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Registered: 29-06-2010

Re: Loss of sync AND loss of connection without loss of sync; which to report?

@ Kevin - of course. My excuse was that I had only just got up...