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Strange connection problem

mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Strange connection problem

I'm having an intermittent connection issue.
I connect fine at around 19Mb (although speed is actually only about 9Mb at the moment but has been up to 17.5Mb):
Router stats:
xDSL linestate up (ITU-T G.992.5; downstream: 19667 kbit/s, upstream: 888 kbit/s; output Power Down: 20.2 dBm, Up: 11.0 dBm; line Attenuation Down: 10.0 dB, Up: 4.9 dB; snr Margin Down: 9.3 dB, Up: 16.4 dB)
Speedtest stats:
Download speedachieved during the test was - 9.32 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 17.35 Mbps
... but then intermittently - it can happen at any time, usually overnight but not always the connection will drop and reconnect at a much lower speed with a significantly higher line attenuation:
Router stats:
xDSL linestate up (ITU-T G.992.5; downstream: 10387 kbit/s, upstream: 603 kbit/s; output Power Down: 20.8 dBm, Up: 12.6 dBm; line Attenuation Down: 23.0 dB, Up: 33.1 dB; snr Margin Down: 9.1 dB, Up: 6.0 dB)
Now, I have discovered that if I use the landline when connected at the lower speed, it drops the connection and always reconnects at the higher speed.  Otherwise I have to disconnect and reconnect to get the higher speed.
When I test the line it usually sounds fine, however this morning the line was dead and was loaded with crackle. So I dialled in and the line then rang as normal but the connection dropped and reconnected at the higher speed (as expected). I have noticed the dead line scenario before but assumed it was my phones so used a mobile instead and forgot about it - it seems to correct itself.
I do not have a master socket - just the grey box on the outside of the house, but I have tried the router plugged in to the first socket in the house and disconnected all other equipment from the line but still the problem persists.
I assume this is a telephone line problem.
Any thoughts?
15 REPLIES
Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Strange connection problem

That does sound like a line problem.
Something to bear in mind: When you have the ringing of an incoming call it puts extra voltage on the line. That can make a good path across a dodgy joint which will improve things for a while.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

... any idea what the best way to get this sorted would be?
Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Strange connection problem

Who do you pay for your phone rental?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

Plusnet. 
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Strange connection problem

Hi mlpoulton,
I have looked through the recent history of your connection and also the fault you had open. I can see your line is as you said intermittent and the sync speeds keep changing. It is something that our faults team need to deal with, your fault has now closed so this would need to be raised again at http://faults.plus.net and then I'll get this chased up for you.
Chris
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

Thanks Chris,
I have raised another fault.
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

Hi Plusnet,
BT visited on Tuesday and diagnosed the fault as a dodgy connection in the junction box outside my house.  This has been repaired and he also installed a new master socket inside the house.  Everything now works perfectly and my broadband has been exceptionally stable since (see stats below).
Could someone at Plusnet please reset the IP profile of my line and also remove interleaving - the IP profile is currently much lower than the speed I can achieve and the interleaving isn't necessary any more...
Current DSL connection stats from my router are:
Uptime: 2 days, 16:54:25
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 888 / 17.125
Data Transferred (Sent/Received) [MB/GB]: 148,21 / 1,99
Output Power (Up/Down) [dBm]: 10,9 / 0,0
Line Attenuation (Up/Down) [dB]: 5,0 / 10,5
SN Margin (Up/Down) [dB]: 14,3 / 12,1
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 8 / 5.474
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
IP Profile stats:
Download speedachieved during the test was - 15.16 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 15.11 Mbps
Upload speed achieved during the test was - 0.71Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
Many thanks!
Plusnet Help Team
Plusnet Help Team
Posts: 13,096
Thanks: 155
Fixes: 55
Registered: 27-04-2007

Re: Strange connection problem

Hi there,
Your IP profile is already in line with BT's (15100kbps at present). I've raised an order to remove interleaving which should complete on Monday.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Strange connection problem

Given the incredibly low error rate for two days up time since the line repair and the 12.1 noise margin, wouldn't an SNR reset be appropriate?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

How do you reset the SNR Jelv?
Moderator
Moderator
Posts: 18,216
Thanks: 1,576
Fixes: 172
Registered: 11-01-2008

Re: Strange connection problem

Plusnet need to action that for you.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Veteran
Posts: 26,657
Thanks: 884
Fixes: 10
Registered: 10-04-2007

Re: Strange connection problem

The comment was in response to Adam. As dvorak says it's something only Plusnet can do and I was hoping he'd pick up the suggestion and order the reset for you. That will lower the SNR to 6db and give you a higher sync.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mlpoulton
Dabbler
Posts: 21
Registered: 12-07-2012

Re: Strange connection problem

Thanks guys - could someone at Plusnet please reset my SNR?
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Strange connection problem

I've responded to your PM.