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Multiple disconnects over past 48 hours

Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Multiple disconnects over past 48 hours

Hi,
I've been experiencing disconnects which last 2-3 minutes every few hours for the past two days which is very disruptive to what I'm doing, could I please get it looked at? I've not had any speed issues be it download or upload it's purely the loss of connection being an issue. The first three lights on the router start to blink whilst the 4th (Internet) light goes out for a couple of minutes before re-connecting.
Afran
22 REPLIES
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

Note that at the time of writing I'm disconnecting every ~5 minutes.
Superuser
Superuser
Posts: 11,264
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Registered: 22-08-2007

Re: Multiple disconnects over past 48 hours

Afran,
Disconnections can be caused by many issues.  Even though you do not believe that the issue is "speed" related, can you please follow the "speed problem" required information guide here - http://community.plus.net/forum/index.php/topic,96155.0.html
Generally the information gathered there will also identify 'pointers' to disconnection issues, especially the router error stats.
OshB5
Grafter
Posts: 215
Registered: 06-08-2007

Re: Multiple disconnects over past 48 hours

Hi
So am I and have been over last couple of days But its a new Modem instal sio cannot rule out the setup as yet.
But will keep you informed.
Thanks. Osh
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
Thanks: 153
Fixes: 54
Registered: 27-04-2007

Re: Multiple disconnects over past 48 hours

@Afran
Diagnostics aren't showing anything obvious but the connection does seem to be settling down somewhat:
<img src="http://community.plus.net/visualradius/generated/image13986783056063.png"/>
My advice would be to keep an eye on that today and raise a fault if it continues to happen: http://faults.plus.net

@OshB5
<img src="http://community.plus.net/visualradius/generated/image13986783803242.png"/>
I can't see much of an issue at all from our point of view. I'd not let the fact that it's a new setup make you think that such a problem may clear itself over time as it may not, however I'm wondering if you're connecting over WiFi?
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 2,285
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Registered: 18-02-2013

Re: Multiple disconnects over past 48 hours

If it helps my sambox reports that we had dns problems last evening... ptn-ag03.
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

@_Adam_Walker_
Thanks for your reply.
I'm still having the disconnects today and as such have raised a fault. Interestingly enough, my home phone gets no dial tone whatsoever and as a result I've unplugged the phone, in theory it shouldn't interfere with the connection anyway due to the filter and while I've replaced the filter it still happens alas.
Superuser
Superuser
Posts: 11,264
Thanks: 2,702
Fixes: 22
Registered: 22-08-2007

Re: Multiple disconnects over past 48 hours

Afran,
No dial tone - well that makes this a POTS issue as a first port of call.  Who provides your phone service?
If it is not PlusNet then you need to go and get that service provider to fix your broken phone line first please.
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

Is PlusNet, and that question is asked in the fault report Smiley
dick:quote
Plusnet Help Team
Plusnet Help Team
Posts: 13,087
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Registered: 27-04-2007

Re: Multiple disconnects over past 48 hours

Hi Afran,
Just drawing your attention to an update on ticket 84890193.
Please reply to that then drop me a heads up on this post again as I'm likely to see that first.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

Hi,
I've replied and awaiting your next reply as to arrange the next step.
As a side note, I've tried absolutely everything on my end (I'm well aware of the typical causes) to no avail, but obviously with the phone having absolutely no dial tone (even tried multiple phones, though that shouldn't matter) would indicate a problem with the line. Connection can be stable for 10 hours or disconnect every few minutes. Completely random.
At this time of writing, connection speeds are also abysmal; getting 5mbps down and barely 0.20mbps up with pings ranging anywhere from the usual 30ms to 1000~
dick:quote
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: 26-11-2011

Re: Multiple disconnects over past 48 hours

Hi Afran,
I've booked you the next available engineer which is 06/05/2014 - between 1pm-6pm. We look forward to getting the issue resolved on the day. Our Faults Team will run further checks on the line following the engineers visit to ensure the issue has been resolved.
Chris Pettitt
Cloud Environments Engineer
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

Hey,
In the mean time, is there any way you can attempt to make it more stable from your end even if it means lowering the speeds some?
Because in reality, this issue kicks in around 4-5pm each day it seems, as I do not disconnect between 9am-4pm or so the last couple of days, yet at this time of day I'm disconnecting very sporadically. I'd like it to be as stable as possible over the weekend, as long as I can use the internet at 30-60ms with decent stability then that'll work 'til the engineer sorts it out properly.
Out of curiousity, given it can only be a problem on the line it's self - why does it appear to get worse around prime time?
Thanks.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Multiple disconnects over past 48 hours

Hi,
I've reset your line, I've changed your SNR Target from 3db to 9db to give your line a little more tolerance to any interference that your line may be suffering with, this should keep your line much more stable. There's not much more I can do until the engineer has been unfortunately.
I'm not sure why the line seems to play up more towards 4pm/5pm, hopefully the engineer will be able to shed some light on this though.
Chris Pettitt
Cloud Environments Engineer
Afran
Grafter
Posts: 52
Thanks: 2
Registered: 17-09-2013

Re: Multiple disconnects over past 48 hours

Thanks for the swift reply and I appreciate you've done everything you can on your end. Will update as to what the engineer says/identifies as the problem on the Tuesday evening.