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Router been dropping internet connection

stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Router been dropping internet connection

Hi,
I started a thread on PC Help Forum and rather than repeat myself I thought I'd link to it:
http://www.pchelpforum.com/xf/threads/router-dropping-connection-internet-access.154660/#post-994167
Basically my router has been dropping internet connection several times per day. The reason I'm pointing the support staff to the above link is because certain aspects of the issue may need some clarification from PlusNet. For example..
"I'd like to see more of the system log, is it only those two errors that repeat? 53 errors in 20 secs seems a lot but there is nothing we can do at this end to correct those errors, you will need to phone your ISP and be persistent" (referring to the image I posted of the  System Log).
Let me know what you think.
Many thanks
Andy
17 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Router been dropping internet connection

You don't say whether it is the internet dropping or the broadband dropping.
However one thing stands out - your upstream speed is far too low for the attenuation and noise margin which indicates a problem
Please connect the router to the test socket as explained here http://community.plus.net/forum/index.php/topic,96155.0.html then post the router stats again - noise margins, speeds and attenuation
If you connect a corded phone to the phone line do you hear any noise when you do the quiet line test - 17070 option 2
As an aside those errors have nothing to do with the ISP
To finish off you have had several threads running in the past - it would have been better to have resurrected one of those - however I have linked to the ones which appear relevant
http://community.plus.net/forum/index.php/topic,115104
http://community.plus.net/forum/index.php/topic,114158.0.html
http://community.plus.net/forum/index.php/topic,112357
http://community.plus.net/forum/index.php/topic,112217.0.html
Just to add - if you revert to the Technicolor Router is the problem still there
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

Sorry for late reply.
It's JUST the internet. ("Basically my router has been dropping internet connection several times per day.")
Here are the new settings after putting it through the test socket (note, connection was dropping when I first got it and it was in the test socket then):

Same with phone (although I only have a cordless phone).
Can't revert to the provided router as we had a flood once, hence the new router. Besides when we had that last router (which was stable by the way) my wife could hardly get a signal off it on her laptop.
Thanks.
Plusnet Help Team
Plusnet Help Team
Posts: 13,382
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Router been dropping internet connection

Hi there,
I can see straight away that the SNR margin has changed, can you leave the router in the test socket for a while to see if the connection remains stable there?
In case it helps here's a log of your connections today:
<img src="http://community.plus.net/visualradius/generated/image13740732561772.png"/>
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

I think it seems more stable in the test socket.
The PC Help Forum is full of suggestions, so just trying to work through them.
But if things are more stable in the test socket, what would that mean going forward?
PCHF says that I should find a channel with less noise by downloading some software which can check for that. Someone else on there says:
"It would help if you set the router up correctly its bound to have problems as it is the MTU is set to 1400 for plus net it should be 1492 reset it to 1492 on the router (post 9 setting near the bottom)save the settings reboot the router plug it into the test socket with no filter the router doesnt need a filter annex mode is set to a is there any other settings on the router for that."
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Router been dropping internet connection

Looking through the thread on that Forum - non of the suggestions are actually addressing the problem which you have
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

In what way?
As a guess (coz I'm just not familiar with many of these tools and terms) is it because they're trying to fix problems relating to the network strength as opposed to loss of connection to the internet? (because I can usually access the router control panel fine when the internet goes down).
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Router been dropping internet connection

Because your network strength has absolutely no relevance to your losing the internet neither does the MTU
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Router been dropping internet connection

It does seem that your connection has more stability in your test socket, although it's still dropping;
<img src="http://community.plus.net/visualradius/generated/image13742220676914.png"/>
I'd suggest running through our faults wizard and if the problem still persists we can investigate this further.
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

Hmm, I started to go through that wizard but it's hard to answer the questions when the line is relatively stable and working - the last question I had was: yes my broadband works in the test socket. So it closed the wizard.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Router been dropping internet connection

It is working in the test socket but it's still dropping, if you could run through the faults wizard and click no on the same question we'll investigate this.
If you have any problems doing this let me know and I'll get this passed on.
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

Just had an odd one... my internet went down, restarted my router from the control panel, it came back for a few seconds before going down again. A soft restart wouldn't work this time so I powered it down manually.
When it came back I got this email from plusnet support:
We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number  72189642 ]
for further investigation.
The following comment was added to the Question
Dear Mr Walsh,
I tried to call you today but there was no answer. As per my message, since you reported a intermittent connection fault on 19/07/13, the issue appears to be resolved.
So not sure why it became resolved after them trying to call me?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Router been dropping internet connection

Hi there,
It'll just be that the agent who answered your ticket did try to call to discuss the fault and confirm with yourself whether it was fixed or not, rather than anything else. As there was no answer he's sent the ticket back to you in order that you can confirm whether it's all working or not. I suspect the drop may be down to the line test the agent ran before sending the ticket back.
If it's still ongoing please let us know, ideally by responding to the ticket, and we'll pick up the investigation again for you.
stayinwonderlan
Grafter
Posts: 26
Registered: 20-02-2013

Re: Router been dropping internet connection

Hi,
I updated my ticket saying that the problem had greatly reduced (but not altogether) by plugging into the test socket. It's been relatively fine all week, but shortly after doing so it's been dropping like crazy. Don't suppose you're able to tell if this is being done your end, like some kind of line test?
Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 13,382
Thanks: 239
Fixes: 67
Registered: 27-04-2007

Re: Router been dropping internet connection

Hi there,
I can see some drops recorded around the time of your last reply but things look to have settled down since then, at least from our point of view:
<img src="http://community.plus.net/visualradius/generated/image13753487611007.png"/>
How are things from your side?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team