Several connection drops a day
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- Re: Several connection drops a day
Several connection drops a day
04-11-2017 10:33 AM
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Hi,
We became PlusNet customers in April/May, after leaving BT. Before the end of our BT contract we had to have some work completed on the local exchange after receiving many connection drop outs, which solved the problem for the last month or so of being with BT.
When we moved to PlusNet we were getting the odd drop out which I didnt worry about as I know it can take time for things to right themselves with the connection/speed etc. Over the last couple of months though this has been getting alot worse we have been experiencing 3 to 4 drop outs a day and it is starting to get frustrating, especially as my partner is home with our 9 month old daughter.
If somebody could have a look at our connection I would appreciate it.
Many thanks
Re: Several connection drops a day
04-11-2017 12:50 PM
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Hi,
A warm welcome to the forums. Though you have changed providers, Plusnet will be using exactly the same phone line as was in use when you were with BT. In that context who you pay for service has not bearing on line quality.
Broadband is not going to work well if the "phone" line is not working properly.
Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.
If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.
How is your line performing?
Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.
Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!
Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Several connection drops a day
04-11-2017 1:27 PM
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Hi Townman,
Thanks for your reply.
Unfortunately just to be a pain, we do not have a corded phone available and cannot get access to one at the moment. I will pop out and try to get one.
Here is the other information as requested:
Statistics -- xDSL
Mode: | ADSL_2plus | |||
Traffic Type: | ATM | |||
Status: | Up | |||
Link Power State: | L0 | |||
Downstream | Upstream | |||
Line Coding(Trellis): | On | On | ||
SNR Margin (1 dB): | 5.0 | 6.7 | ||
Attenuation (1 dB): | 35.5 | 20.3 | ||
Output Power (1 dBm): | 19.6 | 12.1 | ||
Attainable Rate (Kbps): | 13084 | 1283 | ||
Path 0 | Path 1 | |||
Downstream | Upstream | Downstream | Upstream | |
Rate (Kbps): | 11951 | 1208 | 0 | 0 |
MSGc (# of bytes in overhead channel message): | 51 | 11 | 0 | 0 |
B (# of bytes in Mux Data Frame): | 212 | 37 | 0 | 0 |
M (# of Mux Data Frames in FEC Data Frame): | 1 | 1 | 0 | 0 |
T (Mux Data Frames over sync bytes): | 2 | 4 | 0 | 0 |
R (# of check bytes in FEC Data Frame): | 0 | 0 | 0 | 0 |
S (ratio of FEC over PMD Data Frame length): | 0.5689 | 1.0000 | 0.0 | 0.0 |
L (# of bits in PMD Data Frame): | 2995 | 304 | 0 | 0 |
D (interleaver depth): | 1 | 1 | 0 | 0 |
Delay (msec): | 0 | 0 | 0.0 | 0.0 |
INP (DMT symbol): | 0.00 | 0.00 | 0.0 | 0.0 |
Super Frames: | 116944279 | 114076564 | 0 | 0 |
Super Frame Errors: | 580314 | 1375 | 0 | 0 |
RS Words: | 0 | 3911363 | 0 | 0 |
RS Correctable Errors: | 0 | 0 | 0 | 0 |
RS Uncorrectable Errors: | 0 | 0 | 0 | 0 |
HEC Errors: | 6342423 | 1580 | 0 | 0 |
OCD Errors: | 6 | 0 | 0 | 0 |
LCD Errors: | 6 | 0 | 0 | 0 |
Total Cells: | 360107323 | 36385266 | 0 | 0 |
Data Cells: | 179403230 | 7836487 | 0 | 0 |
Bit Errors: | 0 | 1323 | 0 | 0 |
Total ES: | 135304 | 1085 | ||
Total SES: | 6822 | 0 | ||
Total UAS: | 7442 | 4788 |
+
PlusNet Current Line Speed: 12.2Mb
Thanks
Re: Several connection drops a day
04-11-2017 3:55 PM
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Is there any correlation if the drops with the use of the phone? Do you have any phone plugged in? If not you cannot eliminate the possibility that inbound calls are causing the line to drop.
@crt,
Can you please provide a VR plot and error history?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Several connection drops a day
04-11-2017 9:55 PM
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No drop outs appear to be random, we just had a drop out at 9.50 and no one was using a phone, just my partner and I on our laptops.
We have a cordless phone plugged in, but as I said there have been no phone calls today. What do you mean by VR plot sorry?
Thanks again
Re: Several connection drops a day
04-11-2017 9:58 PM
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Don't worry about the VR plot as it was a request to Plusnet staff not to yourself.
It shows connections and disconnections over a period of time.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Several connection drops a day
05-11-2017 9:14 AM
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Hi,
No problem, thanks for looking into this for me. The internet has dropped around 7 times already this morning and it is getting frustrating as the kids are trying to watch Netflix and play on their games - they are getting a bit restless...... help!!!!!!
Re: Several connection drops a day
07-11-2017 8:11 AM
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Hi, just wondering if there is any updates on my issue, as the internet has already dropped twice this morning?
Any news would be appreciated
Kind regards
Re: Several connection drops a day
07-11-2017 3:16 PM
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Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 20.2 | 35.5 |
SNR Margin: | 5.7 | 2.3 |
Errored Seconds: | 0 | 0 |
HEC Errors: | 0 | |
Cell Count: | 0 | 0 |
Speed: | 1178 | 15471 |
Maximum Stable Rate (KBPS): | 9088 | Fault Threshold Rate (KBPS): | 7270 |
Mean Time Between Retrains (Seconds): | 8569 | Mean Time Between Errors Upstream (Seconds): | 28564 |
Indicative Line Quality: | R | Mean Time Between Errors Downstream (Seconds): | 5 |
Re: Several connection drops a day
10-11-2017 7:56 AM
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Hi,
Our internet has been dropping over the last 48 hours especially this morning.
Thanks
Sean
Re: Several connection drops a day
10-11-2017 8:14 AM - edited 10-11-2017 8:17 AM
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What does the target SNRM history look like for this line please?
The users stats hint at 6dB, the ones you posted 3dB. If it’s been 3dB for a while, then might the user’s stats reporting 5dB point towards the presence of line noise?
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Several connection drops a day
13-11-2017 9:45 PM
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Hi,
Are there any updates regarding my internet issue, as we have had several drops this evening?
Thanks
Re: Several connection drops a day
16-11-2017 8:15 PM
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Hello,
Are there any further updates to my drop connection issues as the issue still exists? Tonight we have had around 4 drops this evening.
Any help would be appreciated
Sean
Re: Several connection drops a day
18-11-2017 5:07 PM
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Hello,
I have not heard anything for a week. I tried to use Plusnet chat but the internet dropped when I was talking to someone now, the chat is greyed out and it says that "all advisors are currently busy", it has been like that since 12pm.
If someone could contact me I would appreciate it.
Thanks
Re: Several connection drops a day
18-11-2017 5:10 PM - edited 18-11-2017 5:12 PM
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Superuser escalation
This topic has been escalated by one of the Superusers; please allow time for Plusnet to respond before commenting further.
Escalation does not imply progressing this matter will be given priority, nor that a different outcome will result.
Reason for escalation: Request response
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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