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Router disconnections

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Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Router disconnections

I recently signed up to PlusNet BB for 2 weeks now and am getting disconnections everyday now. I was using a Netgear DG834N Router at 1st because this was my old router I used with BT BB. I never experienced any problems, since then because off the disconnection's I changed the router to the
BT home-hub 2 which seems to be a vast improvement, but today I have noticed it has disconnected twice.
Also tried BT Speed test and my speed seems kind off slow, but with the disconnections I guess my profile is not getting a chance to settle.
Any advice here would be great.
Thanks
Alex.
38 REPLIES
ScottStorey
Aspiring Pro
Posts: 371
Thanks: 66
Fixes: 1
Registered: 21-02-2013

Re: Router disconnections

Hi Alex2x
I've just checked and we are seeing quite a lot of disconnections on your line.
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image13635457167962.png"/>
The best way to move this forward would be raising a fault <a href="https://faults.plus.net">here</a>
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

Thanks for the help. I have raised fault with them, will let you know the outcome.
Cheers Alex.
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

Hello again just to let you know, the team have had look at my line, and it is now starting to stabilize, and the speed is starting to increase, so fingers crossed that whatever they done has worked.
So thank you for the fast response to my problem, and pointing me in the right direction.
Plusnet so far a great service.
Thank you
Regards Alex.
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Router disconnections

Thanks for letting us know, keep us posted as to how that goes.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

Connection is down and staying down. It might be the weather maybe a problem at the exchange. But my connection I.don't think has managed to stay connected.for 12 hours. Also I'm not sure that turning on interleaving or whatever its called is classed as a fix.
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Router disconnections

Sorry to hear that,
I've just run a diagnostic check which shows the line as out of sync with the exchange at the moment. I'd advise giving the router a reboot (if you haven't already since the connection went down altogether) and ailing that let us know and we'll log a fault with our suppliers for you.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

I have just rebooted and no connection  Embarrassed
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Router disconnections

OK, sorry to hear that we'll get the fault reported to our suppliers ASAP for you.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

I'm up and running again, turns the out the old dsl filter was faulty and the one I replaced the was faulty too.. and also the dam cable going from the modem to the filter was faulty I think. I just replaced all off them and its working so, I am sorry for the hastle I have caused. Can you please tell the suppliers to stop investigating the fault. I feel like a right plank now.
Alex.
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Router disconnections

No worries and thanks for letting us know about that. Just let us know if you have any further problems.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

Oh it was good while it lasted. Here we go again I have had 6 disconnections during the night, and now I know there is nothing wrong with my cables or filter, and plus I never had this problems with BT using the same cables.
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

OK I know I should not disconnect the line, but I hate that BT home hub 2 and since my connection dropped again during the night and it is staying connected for longer periods I thought I would try my netgear modem again, here is the router stats, I noticed the noise margin on downstream is very low compared to the Home hub is this normal.
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Router disconnections

It's not normal.
This is probably why you are getting disconnections. The target noise margin should be 6dB. It's worth raising it as a fault with PN.
Alex2x
Grafter
Posts: 96
Thanks: 1
Registered: 26-02-2013

Re: Router disconnections

The noise margin is at 3.3 now so I will leave it overnight and see what happens. If it still disconnects I will report the fault.
Also I got an email from Plus Net after about 1 week after I joined saying I should get a download speed off 17mb, is this correct or a mistake. If that's what I should be getting I really do have a problem.