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Random Disconnections

plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Random Disconnections

Hi
I have recently acquired Fiber broadband, however I keep getting disconnected from the internet every 15 to 30 mins.
The DSL light on the BT openreach is always green. However the plusnet technicolor router internet light turns Red when it disconnects and then turns back to flashing green after 1min.
Please can someone check my connection? or help me with advice.
Let me know if you need further information.
Thanks
40 REPLIES
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Please could someone at PlusNet look at my connection logs and find our why these disconnections are happening?
It is happening way too much
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Random Disconnections

Hi,
Have you carried out the checks highlighted here: http://community.plus.net/library/broadband/broadband-faults-guide-i-have-a-fault/ ?
Chris Pettitt
Cloud Environments Engineer
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Chris
I will do those checks when I get home this evening. (I did check all the cabling and the DSL light on the BT router is solid green)
I also seem to be receiving good speed download and upload when I am connected (usually getting 40 Mbps download and 18 Mbps Upload when I do the speed test)
But it would be really helpful if you can check the disconnection graphs for me (Visual Radius graph) (and paste them in this request)

Thanks
Plusnetwarrior
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Random Disconnections

Hi,
Here's your VR:
<img src="http://community.plus.net/visualradius/generated/image1384180015815.png"/>
The disconnects look to be pretty which equal in spacing which leads me to suspect an alarm system or something similar connected to your line?
Chris Pettitt
Cloud Environments Engineer
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Chris
Thank you for the graph (WOW that's a crazy disconnection rate)
Hmm the only other thing connected to my line is the SKY TV box
Oh now I come to think about it (I have an ADSL filter connector stuck on that line) do I need to remove it?
Should I even have ADSL filters plugged in? (as now I am FTTC Fibre) the BT Open Reach engineer told me not remove anything (so I didn't)
Please let me know if I need to remove them.



Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Random Disconnections

That may just be the source of the problem. The engineer should have fitted a VDSL plate?
Chris Pettitt
Cloud Environments Engineer
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Actually my Master Socket already had a VDSL plate fitted (according to the BT engineer) he removed the ADSL Filter from the master socket though.
But he left all other ADSL filters in the other telephone sockets. I have (3x filters) installed at this current time.
Do you think by removing them it will solve the problem of disconnect?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Random Disconnections

Has the dropping been evident since the engineer left?
Chris Pettitt
Cloud Environments Engineer
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Well I got the broadband installed last week on Wed 6th Nov 2013.
When the engineer left I think the connection was fine.
I did notice a few times where it disconnected. But I thought that was to do with the 10 day sync thingy of being a new Fibre customer.
I was getting good speed up and down too. Still am when I am connected hehehe.
But then it got a lot worse since the weekend. I was not using the connection much so I probably didn't notice the disconnections. That's why I came to the forum. As now its every 10 or 15mins disconnection.
Can you maybe test my line?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Random Disconnections

There'd be little point in testing your line if I'm honest. You shouldn't need any microfilters connected at all and that's likely causing the interference here. Could you disconnect the microfilters and let me know if the connection continues to drop out please?
Chris Pettitt
Cloud Environments Engineer
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Chris
I will give you an update in the next 3 or 4 hours when I get home from work.
I will disconnect the SKY box too (as a test) and see what happens to my connection.
Fingers Crossed Smiley

Thanks
Plusnetwarrior
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Chris
I have some strange results.

1. I unplugged the ADSL filters from all my BT sockets
2. I removed both Sky setup boxes

When I remove the ADSL filters my speed drops from 30Mbps to 20Mbps (when I put the filters back in it goes back up to 30Mbps)

Now that kinda freaked me out.

The extension lead to my bedroom (from the master socket) is also strange. At the time of the installation the BT engineer asked me if I had an extension setup already. I confirmed to him yes I did, but I did mention I would like a new one (as I ordered the 30 meter extension) He told me there was no need for me to have a new one and the my current extension cable is good enough.
The problem is the socket has to goto into a ADSL filter for it to work. I have attached a picture of it.

Do you think I need a proper cable install?

And any ideas why the filters make my speed go up ?

I will leave me connection on tonight I would like to see another graph tomorrow to see if there any more disconnections (with all the filters out and skybox out)

Please let me know your thoughts.
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Team
Please can I have another Visual Radius graph for yesterday and today.
All the ADSL filters were out and no skybox was connected overnight.
Just want to see what happened.
Also can someone answer my last post Smiley

Thanks
Plusnetwarrior ^_^
plusnetwarrior
Dabbler
Posts: 22
Registered: ‎10-11-2013

Re: Random Disconnections

Hi Team
Can someone follow up my last 2 posts please Smiley
Thanks