cancel
Showing results for 
Search instead for 
Did you mean: 

Repeated resets

FIXED
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Repeated resets

I would appreciate someone from the "help team" organising a line check.

The problem:
After a little over 218 days of reliable service (Errors up: 18173, down: 274) the modem reconnected twice on 17 May; since then errors are Up: 20830 Down: 30036. Coincidentally (more likely not) about that date Toob dug a hole near, and short trench to, the BT junction point approximately mid-way between my house and the cabinet. A quiet line test sounds clear.

Since 17 May, there have been 11 re-connections with only 3 lasting more than 20 hours.

The current modem data is (the first 3 lines vary slightly):
                     Upstream  Downstream
Current Rate (kbps)    20000    79999
SNR Margin (dB)         9.4      6.2
Line Attenuation (dB)  11.9      7.4
Errors (pkts)         20968     30279

For information, the following was automatically collected from the modem log (Gateway from IP address):
Down: 02 Feb 2022 @ 08:37:47    Up: 08:37:57    G/w: 195.166.130.254 (psb-bng03)
Down: 17 May 2022 @ 16:34:59    Up: 16:36:15    G/w: 195.166.130.249 (pcn-bng02)  Sync: 19999/78863
Down: 17 May 2022 @ 16:39:41    Up: 16:40:56    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79891
Down: 19 May 2022 @ 03:50:45    Up: 03:52:00    G/w: 195.166.130.251 (pcn-bng04)  Sync: 19999/79192
Down: 19 May 2022 @ 12:55:29    Up: 12:56:39    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79998
Down: 19 May 2022 @ 19:27:11    Up: 19:28:27    G/w: 195.166.130.249 (pcn-bng02)  Sync: 19999/79922
Down: 19 May 2022 @ 21:57:50    Up: 21:59:06    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79681
Down: 20 May 2022 @ 14:32:13    Up: 14:33:29    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79999
Down: 20 May 2022 @ 18:33:20    Up: 18:34:35    G/w: 195.166.130.250 (pcn-bng03)  Sync: 19999/79513
Down: 21 May 2022 @ 09:49:38    Up: 09:49:49    G/w: 195.166.130.254 (psb-bng03)
Down: 22 May 2022 @ 04:00:04    Up: 04:01:19    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79941
Down: 25 May 2022 @ 19:55:02    Up: 19:56:17    G/w: 195.166.130.249 (pcn-bng02)  Sync: 19999/79750
Down: 26 May 2022 @ 05:28:59    Up: 05:30:15    G/w: 195.166.130.255 (psb-bng04)  Sync: 19999/79999
Down: 26 May 2022 @ 12:41:23    Up: 12:42:34    G/w: 195.166.130.255 (psb-bng04)  Sync: 19999/79643
Down: 26 May 2022 @ 17:44:04    Up: 17:44:24    G/w: 195.166.130.251 (pcn-bng04)
Down: 27 May 2022 @ 05:29:09    Up: 05:30:21    G/w: 195.166.130.250 (pcn-bng03)  Sync: 19999/79998
Down: 29 May 2022 @ 01:05:28    Up: 01:06:40    G/w: 195.166.130.249 (pcn-bng02)  Sync: 19999/79999
Down: 29 May 2022 @ 13:38:48    Up: 13:40:01    G/w: 195.166.130.255 (psb-bng04)  Sync: 19999/79574
Down: 30 May 2022 @ 20:47:03    Up: 20:48:18    G/w: 195.166.130.254 (psb-bng03)  Sync: 19999/79998
Down: 31 May 2022 @ 00:20:10    Up: 00:26:51    G/w: 195.166.130.251 (pcn-bng04)  Sync: 20000/79999

These are from a random manual inspection of the status, so there will be missed entries:
06 May 2022 @ 15:25 Up: 17391    Dn: 274      (207d 2h 22m)
15 May 2022 @ 13:36 Up: 18173    Dn: 274      (216d 0h 34m)
19 May 2022 @ 09:40 Up: 18679    Dn: 5532     (0d 5h 50m)
21 May 2022 @ 09:46 Up: 19061    Dn: 13948    (0d 15h 12m)
22 May 2022 @ 08:55 Up: 19159    Dn: 15744    (0d 5h 13m)
24 May 2022 @ 13:09 Up: 19459    Dn: 15839    (2d 9h 8m)
25 May 2022 @ 09:46 Up: 19606    Dn: 15861    (3d 5h 44m)
25 May 2022 @ 17:30 Up: 19855    Dn: 20845    (0d 4h 47m)
27 May 2022 @ 18:17 Up: 20015    Dn: 23121    (0d 12h 48m)
30 May 2022 @ 09:45 Up: 20643    Dn: 27653    (0d 20h 5m)
30 May 2022 @ 17:34 Up: 20669    Dn: 27661    (1d 3h 55m)
30 May 2022 @ 22:24 Up: 20691    Dn: 29327    (0d 1h 37m)
31 May 2022 @ 12:47 Up: 20830    Dn: 30036    (0d 12h 21m)

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
18 REPLIES 18
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,503
Thanks: 499
Fixes: 125
Registered: ‎07-12-2017

Re: Repeated resets

Hiya @PeeGee, thanks for getting in touch on our forums. I am really sorry for the issues with the service, especially after such a length of time with it being reliable. 

 

I have tested the line for you today and it hasn't highlighted what may have been causing these drops. I can see there was a few drops, though over the last 2 days it does look to have stabilised, so may be worth monitoring further to see if the drops return. It may well have been related to the work that's being done!

 

I'll attach the test results below for you, let us know how things go over the next few days.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
LaurenB
Plusnet Help Team
Plusnet Help Team
Posts: 2,503
Thanks: 499
Fixes: 125
Registered: ‎07-12-2017

Re: Repeated resets

Here's the GEA:

 

Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 79.9 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 279.4
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2022-05-21T14:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 79.5 Mbps 79.9 Mbps 79.8 Mbps
Up Stream Line Rate 19.9 Mbps 20.0 Mbps 19.9 Mbps
Up Time 2.0 Sec 900.0 Sec 889.4 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2022-06-03T12:57:50Z 2022-06-03T13:12:50Z
Ingress Code Violation 2 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

@LaurenB Thanks for checking the line etc. Interesting that the line length is estimated as 279m as I would guess it is between 80-100m, maybe less! Perhaps the aluminium cabling is having an effect.

 

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
RealAleMadrid
Aspiring Hero
Posts: 2,018
Thanks: 884
Fixes: 44
Registered: ‎07-07-2009

Re: Repeated resets

@PeeGee  What are you worried about, the line length doesn't matter, aluminium cabling or not when you are getting full sync speeds with retransmission low. You have the best possible line stats.

Are you still getting line drops?  If you are there must still be a line fault somewhere.

PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

@RealAleMadrid Yes, 3 more this month, though the sync is now 80/20. Speed tests consistently give 72.5/18.7, but error rates are relatively high.

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

Update: as running the modem/router at the master socket involves extension cables for power and data across the pathway between the stairs and everything downstairs, I left things alone (though there were annoying connection drops [18 on 25 June in 8 sets amounting to 20 mins total*]) and on 28th at 12:55 the connection dropped for a couple of minutes  and since then there have been no errors logged on the downlink and the uplink is averaging 7.4 errors per hour. 😀

* I have a "Samknows" box monitoring the line

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Repeated resets

I'm really sorry for the inconvenience this is undoubtedly causing @PeeGee, I can imagine this being a real pain. Do things appear to have settled down now though? My visual radius, which I'll pop below, appears to show a more stable connection over the weekend. As tests aren't picking up any faults at the minute, it'd be hard to retrospectively pinpoint the exact source of the issues you were having last month. 

 
 Adam
 Plusnet Help Team - Leeds
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

@adam945 I have just returned from a short break, so apologies for the slow response - and thanks for looking at the situation.

Since 28th June the the "down" error rate has dropped to zero either side of the last drop on 2 July and the "up" rate is around 3 per hour since that last drop.  That is the sort of figures I had for the 216 days of continuity before the recent problem occurred 😀

 

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 24,597
Thanks: 8,946
Fixes: 1,434
Registered: ‎21-04-2017

Re: Repeated resets

No worries and I hope you've had a good break.

I'm glad that things seem to be back to normal! 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

Well, that didn't last very long - just 3 weeks of no "down" errors logged (176 per hour up). Then:

Down: 23 Jul 2022 @ 20:33:43    Up: 20:34:58
Down: 24 Jul 2022 @ 12:05:20    Up: 12:06:35
Down: 25 Jul 2022 @ 02:09:05    Up: 02:10:21
Down: 25 Jul 2022 @ 04:39:42    Up: 04:41:02
Down: 25 Jul 2022 @ 05:21:50    Up: 05:23:04
Down: 25 Jul 2022 @ 09:10:56    Up: 09:12:16
Down: 25 Jul 2022 @ 12:11:45    Up: 12:12:59
Down: 25 Jul 2022 @ 14:12:14    Up: 14:13:35
Down: 25 Jul 2022 @ 15:12:33    Up: 15:13:48

Samknows logged 13 drops today (25th @ 19:37).

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 15,708
Thanks: 585
Fixes: 161
Registered: ‎27-04-2007

Re: Repeated resets

Hi PeeGee, sorry to see that the connection is dropping again, that must be a pain. 

 

Line tests aren't showing signs of any obvious causes, before we look at things like booking an engineer visit do you have a spare router to try so we can eliminate that as a possible cause?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

@adamwalker It took a bit of time reconfiguring my 7yr old (TP-Link TD-W9980) modem-router which has now been running for just over 25hrs. It's a bit limited regarding stats, but showing 77536/19999 vs 80000/20000 previously with the 4yr old one and the "down" SNR margin has halved.

Unfortunately, it doesn't appear to report transmission errors as there was a drop of 3mins at about four this morning registered by my SamKnows box (it is shown in the log). That is the only one to date, though the log is showings a reconnect to 195.166.130.255 (psb-bng04) at about 14:00 without a modem re-sync.

The next week will be interesting as the last saw the end of 20 days without a drop, 2 days with 5 re-syncs in two groups, then 3 days with 64 re-syncs in 8, 13 and 10 groups.

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
PeeGee
Pro
Posts: 1,215
Thanks: 84
Fixes: 3
Registered: ‎05-04-2009

Re: Repeated resets

Update: The error count is misleading with the W9980, it is reset when there is a re-sync; the VR600 resets at re-boot.

Since changing to the W9980, SamKnows has reported loss of connection 5 times yesterday, 3 a re-sync and 2 only a change of gateway (according to the router log) and so far today a loss of connection 9 times, 3 a re-sync and 6 a change of gateway (though it may not "physically" change!).

Plusnet FTTC (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 24,597
Thanks: 8,946
Fixes: 1,434
Registered: ‎21-04-2017

Re: Repeated resets

I think it's worth arranging an engineer to take a closer look. If you're okay with that, when could you be available for a visit? The engineers are available weekday timeslots (and occasionally Saturday's) of 8am to 1pm or 1pm to 6pm.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team