No Internet - PPP Link Down - This is happening every month!

[#1]

I have been with Plusnet for around 12 months but for at least 8 of those I have been disconnected for various times from hours to days, on average, once a month.
Last night was another such occasion.  The internet light on the Thompson router was off, sometimes red, occasionally green but immediately off again.  When I switched on the computer I got a notice that I may have to sign in to the router again.  When I got into the router settings the internet button was disconnected and pressing it to connect had no effect.  In the end I had to reset the router to get a connection.
Why can't I rely on it being on all the time? Is it a faulty router? What can I do to get a constant service with no outages?  Surely this is not normal service is it?
I would appreciate some help to fix this as it is becoming very frustrating.  Thank you.

[#2]

Hi Lynnpin,
Firstly welcome to the community.
I've had a look through your connection logs and ran a check on your line. Your line is currently performing fine, but as you say it appears at various times you are disconnected or it is connecting then immediately disconnecting. Below is a log of your connections.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13437423156508.png" />
Your line on a whole is stable. But then all of sudden the disconnections happen.
Is there any electrical equipment in your house that is switched on at all that isn't normally on when you are having the problem?
Chris

[#3]

Thanks for your quick response Chris.
Blimey, there are more disconnections than I thought!  Obviously some of these are reconnecting again by themselves and I'm only noticing the ones that don't.
No, there are no electrical items being switched on that aren't normally used and certainly none during the 12.00-8.00 night time period.  Do you have any other ideas?  Is this normal behaviour?

[#4]

No it's not normal behaviour and you shouldn't be having the disconnections. There's no pattern to your disconnections, so it is not easy to say what is causing this if nothing is changing in your house. I would suggest raising a fault at http://faults.plus.net then going through the diagnostic questions and letting us have a further look at your line.

[#5]

OK Chris.  I'll contact faults tonight when I get home from work (assuming it hasn't gone off again)!
Every time I have spoken to someone on your helpline about these disconnections they didn't seem to think it was odd so I am pleased that at least you do!
Thanks again.

[#6]

No worries, if you have any further questions let me know, you can see for yourself that something is happening, and that isn't right. If you complete the diagnostic questions when you raise the fault this will rule everything out internally.

[#7]

Chris, I seem to be jinxed from all directions here!
I tried to raise a fault last night (Question #58258062) but I'm not sure whether it registered properly as I got a message that there was a problem with your automated troubleshooting process.  I mentioned this thread to give them more information about the fault but have no idea if it has been received.  Would you be able to confirm receipt and/or if I need to register the fault again.
Thank you.

[#8]

Yes you have raised a fault and that is the correct question number that you have, our faults team will now try and diagnose what the issue is and update you accordingly.
If you need any further help or need me to chase this up let me know.
Chris

[#9]

Thanks for your help Chris!

[#10]

Chris, I still have had no response from your faults department and it's now into the second day. The following message is the only notification I have received.
Broadband Troubleshooter error
There's been a problem with our automated troubleshooting process.
Don't worry, our Faults Team will investigate it and be in touch. We'll aim to contact you within 24 hours.
[INTERNAL]This case is parked by other user
I'm a bit worried about the last line as it seems to imply that 'parked' means they won't process the fault!

[#11]

Hi Lynnpin, your fault is being worked on and you will receive an update, hopefully today. I will chase this up for you and as soon as there is an update we will let you know.
There was an error with the troubleshooter completing, but as it states our fault team will be in-touch.
I will chase this up for you.
Chris

[#12]

Thanks Chris.  I promise to wait patiently now!

[#13]

I'll keep chasing for you if you keep your promise
Its being looked into, I'll update ASAP.

[#14]

Hello again Chris,
Your support people have asked for interleaving to be turned on to try and fix my problem though I suspect it will not be successful.  However, as it can take up to five days to work I wondered if you could give me a couple of disconnection logs over that period of time?  It has already gone off twice yesterday that I know of. 
Or if this isn't possible, is there any way that I can get these logs myself?

[#15]

Hello,
Below is a list of your recent connection logs:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1344268644516.png" />
Interleaving can take up-to 5 days although I would hope to see an improvement before then. Interleaving is certainly something that is looked at if your line is unstable.
We need to see if this does have any impact on your connection, it is not turned on if it is felt there would be no improvement.
You can see your connection logs by logging into your router, clicking on Thomson gateway and then choosing event logs. I would suggest using telnet to obtain your logs if possible. This would give you a better breakdown of information.
A guide on how to do this is <a href="http://www.kitz.co.uk/routers/speedtouch585.htm">here</a>, once you have logged into your router with telnet use, Ctrl+Q. This will give you the information that you require.
Any questions with this, ask and I'll be happy to help.