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Overnight drop outs

forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Overnight drop outs

I've been with Plusnet for a couple of months and leave my router on 24/7.  Recently I have found that in the morning there is no internet connection even though the internet light is showing.  To get a connection I have to switch off the router and reboot it.  Does anyone have an explanation or solution for this problem?
20 REPLIES
Superuser
Superuser
Posts: 13,051
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Overnight drop outs

Hi,
A warm welcome to the forums.  There is a multitude of causes for what you describe.  You will find the speed issues thread (link below) useful for working through those things which cause connectivity issues.  Can you please post the information requested.
Is the phone line noisy?  Dial 17070 option 2.
Is the router connected to the master socket?  Are there any extensions?
forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Re: Overnight drop outs

Thanks.  These are the stats at 13.25 hrs -
Noise margin: 6.3/3.6
Line attenuation: 31.9/59.5
Download 2.88  Upload 0.35 
Current line speed:  2.9 Mb
The Quiet Line Test is fine.  Router connected to master socket.
The line does drop occasionally during the day but quickly reconnects, but it seems to give up if it drops during the night!
Plusnet Help Team
Plusnet Help Team
Posts: 13,761
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Overnight drop outs

Hi forumtalker,
Do you have any electrical devices on a timer that might come on/off at around 9.30am?
Here's what your connection logs show us:
<img src="http://community.plus.net/visualradius/generated/image14414647508613.png"/>
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Re: Overnight drop outs

Thanks for the reply and the chart.  In the summer our gas hot water generally switches off around 9am.  I checked this morning to see if that had caused a drop out  but everything is fine today.  All devices apart from the router are switched off by midnight so I am puzzled by the session close status showing for 1am on the 3rd and 5am on the 4th. Everything is off at night apart from the fridge,  freezer and led clocks.  I will monitor the connection again tomorrow morning to see if i can associate any drop out with a mains event.
Regards
Superuser
Superuser
Posts: 13,051
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Overnight drop outs

Hi,
Can you please post the full router stats?
The speed figures you've reported rather look like DATA speed figures and not the synch speed, which is where we need to look first.  With those data speed figures, I suspect that the synch speed is way below what it should be or there is a very high error rate on the line.
Is the router connected directly to the master socket by just a filter?
Are there any phone extensions (regardless of them not being used)?  If yes, exactly how are they wired?
forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Re: Overnight drop outs

Hi
The zdnet download speed at the moment is 2.6,
I'm about 3 miles from the exchange so don't expect a high speed.  The router stats earlier this afternoon were(coudn't send as line dropped!, apparently for the second time today.) -
Firmware version:7.273.1_F2704N_Plusnet
Board version:F@ST2704N
ModeADSL
Uptime:0 days 02:17:18
Data rate:468/3869
Maximum data rate:816/4040
Noise margin:6.4/1.8
Line attenuation:31.9/60.0
Router connected to master socket through filter, no extensions.
Regards
Superuser
Superuser
Posts: 13,051
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Overnight drop outs

Hi,
This looks a bit grim!
The synch speed is a bit higher than might be expected for a line of your attenuation (length) - 60dB would deliver circa 2.5-3.2Mbps at a SNRM of 6dB.
It looks like your line is set to run at 3dB (giving you a higher synch rate) but is apparently suffering from noise as the SNRM was only 1.8dB which is going to deliver a high error rate.
Is there any noise on the line?  Dial 17070 option 2 using a corded phone in the master socket.
Have you tried changing the filter?
forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Re: Overnight drop outs

Hello again
Kept an eye on the connection, the gas boiler and  the  timer this morning.  There were no drop outs associated with electrical events but  20 minutes later at around 9.05 there were 2 drop outs but the router quickly reconnected.
A ZDnet speed test at 9.15 showed 2.74.  I think your conclusion is probably right - although the silent test is fine the quality of the line cannot reliably support that speed and the setting needs adjusting and speed traded off for reliability.
Does this get picked up by Support or do I need to report it again?
Thanks for your help and insight.
Superuser
Superuser
Posts: 13,051
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Overnight drop outs

@CRT,
What is the target SNRM here please and what's the line's error history like?
Thanks.
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Overnight drop outs

WBC 160K - 24M Medium delay (INP 1) 6dB Downstream, UC Medium delay (INP 2) 6dB Upstream (ADSL2+)
Loop Loss:  60.0 
SNR Margin:  6.4 
Speed:  2960 
Indicative Line Quality:  A 
Mean Time Between Errors Downstream (Seconds):  14 

The mean time between errors hasn't been too bad until the last 2 days when it dropped from around 1500 down to where it is now. It's always been a bit spiky and has periods where it plummets to a low number though.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 13,051
Thanks: 4,347
Fixes: 26
Registered: ‎22-08-2007

Re: Overnight drop outs

Chris,
Thanks - what would you recommend here?  Follow fault reporting path?  Reason for asking is with the synch rate so much higher than expected (for the reported attenuation), is a fault report likely to just result in speed exceeds expectations, therefore no grounds for reporting?
Kevin
Edited for clarity over expectation statement and to fix typos.
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Overnight drop outs

I'd definitely suggest reporting the fault, the sync is below the estimate range (3.5-5.5) for the line.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
forumtalker
Newbie
Posts: 9
Registered: ‎05-09-2015

Re: Overnight drop outs

Hello again Townman
I've received an email from support which says
Having tested your line today it appears the instability of the connection may be due to a setting being incorrect for the line.  The signal to noise ratio (SNR) is too low for the length of your line. The SNR helps the broadband to remain stable and unaffected by noise or interference on the line. The higher the setting for SNR, the higher the level of noise can be tolerated.  The SNR for your line was set too low for the amount of interference we'd expect to see, so by increasing this we expect the connection to now stabilize.  Please monitor the connection over the next couple of days, and reply to this message should the connection continue to drop.
The adjustment has hopefully reduced the drop out problem and the ZDnet speed is down to 2.17.  I must admit I'm still a little unclear whether the stats suggest there is an underlying problem with the line....
regards
Community Veteran
Posts: 5,228
Thanks: 495
Fixes: 22
Registered: ‎10-06-2010

Re: Overnight drop outs

Can you post your current ADSL stats please?
Quote from: forumtalker
ModeADSL
Uptime:0 days 02:17:18
Data rate:468/3869
Maximum data rate:816/4040
Noise margin:6.4/1.8
Line attenuation:31.9/60.0

Even for a long line, that upstream speed is unusually low.