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Regular ADSL Disconnects

tdingene
Newbie
Posts: 5
Registered: ‎20-02-2013

Regular ADSL Disconnects

i am getting constant ADSL disconnects for the past 2 days. my connection will drop and then re-connect a minute later. Sometimes these disconnects are minutes apart sometimes hours with no pattern. Ive only been with plusnet for 3 weeks. I was fine until 2 days ago and when i was with Sky my line was always stable at around 10Mb.
Ive tried all the usual troubleshooting steps but nothing helps.
My current line speed on my account says 10.7Mb.
these are my router stats:
Uptime: 0 days, 0:10:35
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 1,221 / 14,115
Data Transferred (Sent/Received) [MB/MB]: 20.58 / 604.25
Output Power (Up/Down) [dBm]: 12.6 / 0.0
Line Attenuation (Up/Down) [dB]: 8.4 / 18.0
SN Margin (Up/Down) [dB]: 6.1 / 6.4
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 17 / 0
Loss of Signal (Local/Remote): 2 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 28 / 0
FEC Errors (Up/Down): 0 / 772
CRC Errors (Up/Down): 0 / 2
HEC Errors (Up/Down): 0 / 5
I ran the BTW Performance test with the following results:
1. Best Effort Test:  -provides background information.
Download  Speed
10.25 Mbps

0 Mbps 21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 10.25 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 12.45 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
1.03 Mbps

0 Mbps 0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 1.03Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
6 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Regular ADSL Disconnects


Hi,
First things first, forget your speeds for the time being.
<img src="http://community.plus.net/visualradius/generated/image14255533022564.png"/>
Can you please confirm what "usual" tests you've done? Once confirmed we can progress with the fault report for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
tdingene
Newbie
Posts: 5
Registered: ‎20-02-2013

Re: Regular ADSL Disconnects

Thanks for the reply. I have done the following:
I swapped the microfilter. I tried a different socket (my flat doesn't have a test socket).
I restarted the router. I only have the 1 router so can't try another one.
I unplugged all phones as well and that didn't help.
I ran the BTW line tester but it didn't identify a problem.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Regular ADSL Disconnects

I forgot to ask in my initial message .... are you losing sync or ppp ? Does the broadband light on the router flash?
I'm now doing a full line test for you, but depending on the above answers will depend on what I suggest now. I have a niggling feeling that the drops are two patterned for a BT issue. Hopefully I'll know more soon.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
tdingene
Newbie
Posts: 5
Registered: ‎20-02-2013

Re: Regular ADSL Disconnects

The lights seem to flash and the router immediately attempts to re-connect which it does. The drops last about 2 minutes each time.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Regular ADSL Disconnects

I've done some further digging.
It is sync that you are losing, your line is also banded (but only to 14Mbit). So, we will more than likely need an engineer visit. I'm raising a fault through to BTw, then I'll leave the situation for the faults team to pick up.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
tdingene
Newbie
Posts: 5
Registered: ‎20-02-2013

Re: Regular ADSL Disconnects

OK thank you