Suddenly 20+ disconnections this morning
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- Re: Suddenly 20+ disconnections this morning
Suddenly 20+ disconnections this morning
22-09-2014 10:58 AM
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I've just opened a ticket (and had another two disconnections as I was writing the message), but I thought I'd report it here too in case the question can be picked up quicker and/or there's some more general known problem affecting my line (I looked at the Plusnet service status page and can't see anything obvious, though.)
No doubt the DLM will kick in soon and slow the line down drastically. Ho hum.
By the way, I tried to find the page that shows my current and expired questions (to make it easy for PN staff to look up my previous problem), but I couldn't locate it. Is it well hidden or have I just been looking in the wrong places? Can anyone give me a URL so I can bookmark it?
Graham
Re: Suddenly 20+ disconnections this morning
22-09-2014 10:59 AM
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Re: Suddenly 20+ disconnections this morning
22-09-2014 11:02 AM
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Re: Suddenly 20+ disconnections this morning
22-09-2014 11:06 AM
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Re: Suddenly 20+ disconnections this morning
22-09-2014 11:20 AM
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Thanks for the quiet line test number. The line's quiet at the moment, though I didn't hold on for very long.
Re: Suddenly 20+ disconnections this morning
24-09-2014 8:43 AM
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More worryingly, it's now been almost two days and no-one's replied to the ticket I opened. Maybe it will happen today.
Luckily, things seemed to have settled down again. After 24 disconnections on Monday morning, between 01:24 and 10:46, there were just two early on Tuesday morning (around 2am and 3am) and one so far today, around 7.30am, which I think can be a common time for connections to be reset.
Fingers crossed that Monday was some kind of anomaly. At the moment my profiles look OK (BT IP profile 56Mbps, which is about right for the distance to the cabinet; Plusnet profile 40Mbps as limited by my 40/20 package).
Graham
Re: Suddenly 20+ disconnections this morning
25-09-2014 12:08 PM
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Just looked over your account and it seems we've got a fault processing, although at present everything looks stable.
Keep an eye on it for us and let us know if anything changes!
Re: Suddenly 20+ disconnections this morning
26-09-2014 11:07 AM
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Re: Suddenly 20+ disconnections this morning
30-09-2014 11:34 AM
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He'd already done a remote test and got a puzzling result: a) modem not in sync, but b) speed 33/11. Normally when the modem's not in sync the speed is 0/0. That was never explained. The first test he did inside the house showed a speed of 59/16.
After several further tests he came to the conclusion that the line itself was OK. Turning his attention to the internal wiring in the house, and after lots of unplugging and replugging of phones, he said the wiring itself was OK. There were faults on two of our four phones (both of them BT-branded!) but that these faults should not have caused the broadband disconnects. One phone had a 'cap imbalance' and the other was causing a 'rectified loop'.
He decided to put in a new modem and faceplate. He noticed that the currently-installed modem was an ECI but it was being fed by a Huawei power supply. This had been the case since April when a previous engineer had also decided to change the modem and faceplate and had not thought it necessary to change the power supply. Anyway, the modem and the power supply now match and the faceplate is a Mk3.
The engineer left saying that he wasn't convinced he'd found the definitive cause of the problem - he hoped it was the modem's power supply - but he was intrigued and (against normal procedure) he would ring back in a few days to see how things are going. He'd ask the exchange to check for any faults at their end but didn't think they'd find any.
Later that day we replaced all our phones with a new cordless setup. I'm not convinced it will make any difference to the broadband but it's nice in other ways.
Now I'm waiting for PN's faults team to get back to me. Since the engineer left on Sunday there have been two disconnects, both in the early hours (2am and 5am), but they could be because of the new 10-day training period for the line. Sync speed when the engineer left was 56/16, which is about right for my distance from the cabinet.
Re: Suddenly 20+ disconnections this morning
30-09-2014 2:31 PM
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Thanks for providing us with a comprehensive breakdown of the situation and the details surrounding the engineer visit.
It is very strange that the engineer called and attended so I wonder if the supplier had called him out to do some external testing/work and he found something that would indicate an internal so thought he would call and try his luck at catching someone so he could gain access. Either way it's nice to hear that some initiative was shown and you were able to accommodate the appointment.
From what I can see on your fault ticket, it seems that we had an update applied to it on the 29/09/14 where the engineer (probably the one who attended) passed the fault back to say that work had been carried out and the issue fixed so if you're still seeing issues, it would be best to update the support ticket to let the faults team know and then they can pick this back up for you.
Here's a link to get you to the support ticket a little quicker
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- Re: Suddenly 20+ disconnections this morning