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Thomson TG585 V8 (software 8.2.7.8) stats question

gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Thomson TG585 V8 (software 8.2.7.8) stats question

I have a question about the Thomson stats, particularly the Error Seconds (Local/Remote): 65,549 / 0
figure.
Does it indicate a problem?
Adam

Link Information

Uptime: 0 days, 2:03:43
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 972 / 3,744
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3,680
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 29.42
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 27.0 / 49.5
SN Margin (Up/Down) [dB]: 22.0 / 8.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 4 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 65,549 / 0
FEC Errors (Up/Down): 53 / 285,261
CRC Errors (Up/Down): 39 / 757
HEC Errors (Up/Down): 17 / NA
19 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Error seconds don't reset unless the router is rebooted
It is a high number but how long is it since the router was rebooted
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

It was running for just over 2 hours when these stats were taken. I rebooted the Thomson as the phoneline has just been taken over by PlusNet from Orange.
It's now been up over 5 hours and these are the stats :
Link Information

Uptime: 0 days, 5:31:54
DSL Type: G.992.1 annex A
Channel mode: Interleave
Maximum Bandwidth (Up/Down) [kbps/kbps]: 972 / 3,744
Bandwidth (Up/Down) [kbps/kbps]: 448 / 3,680
Data Transferred (Sent/Received) [kB/MB]: 0.00 / 263.16
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 27.0 / 49.5
SN Margin (Up/Down) [dB]: 22.0 / 8.5
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 4 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 65,549 / 0
FEC Errors (Up/Down): 85 / 298,726
CRC Errors (Up/Down): 63 / 798
HEC Errors (Up/Down): 28 / NA
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

My line currently has an IP Profile of 350K, down from 3500K a few days ago.
Last night it held sync at just over 4100 from around 19:00 thru to 03:00 this morning, with a Noise Margin of between 9dB and 6dB up to midnight, then drifting down towards 3dB when the sync dropped to 2700.
In the last hour the router has resynced several times, with Noise Margin varying from 16dB to 0dB
I can't currently hear any noise on the phoneline.
What steps do I take next to find the cause? I don't want to report a line fault and then be told there's no fault (£££)
Adam
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Hi gingerbloke,
I have tested your line and can see that the line is dropping sync with a fair amount of regularity.  As with all problems of this nature you should connect your router to the test socket directly (If you have one) as pictured:

And monitor the connection for further dropping.  This check is to eliminate any of the wiring internal to your property.  It is also recommended to test the line with an alternative modem and filter if possible.  If the fault cannot be resolved by making internal changes then you should raise a fault at http://faults.plus.net/ for investigation.
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Hi Alex,
I am directly connected to the master test socket, and I have tried a different router and several splitters.
My wife just took a long call on the line and said it was almost unusable at times (crackling and even dropped) - we haev very windy weather here at the moment. During this time the routerstats showed the sync to drop from 5000 to 1200 and the noise margin was all over the place.
I will log the fault and see where we get to.
Adam
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Alex,
I have logged the fault and specifically mentioned that the problem seems to be wind/weather related.
Adam
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

I checked your account but am unable to see any currently open tickets.  Be sure to run through the question set at http://faults.plus.net/ to raise the fault.
If you still have any problems let me know and I'll manually raise the fault for you.
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

I get this message at that URL address :

Broadband Troubleshooter Unavailable
There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.
A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.

lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

I believe this is due to the previous fault ticket that was open on your account.  I have raised this manually for you and our faults team will be in touch shortly.
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Alex,
BT did not turn up for this appointment (they did not tell me or PN) and have since given a confusing reason to do with Line stabilty over a 10 day period. Can you take a look at call 45398714 and let me know who I need to call to progress?
I currently have no usable broadband and dreadful phone line noise - I can't possibly see why BT aren't on it.
Thanks,
Adam
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Sad
Sorry to hear that.  I have asked the faults team to take a second look to find out what went wrong.  They will be in touch shortly.
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

Thanks Alex, BT revisit is planned for tomorrow PM. Will report back.
Adam
gingerbloke
Grafter
Posts: 185
Registered: 28-07-2011

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

BT engineer has called, says he is booked as an ADSL fault, whereas this should have been logged as a line fault. He's tested the line and, sure enough, there is no noise or loss if line on it at all this morning (there is no wind). His ADSL kit is able to sync OK.
He says that this fault needs to be logged as a line fault, and a special note needs to be added to say that a hoist team should attend next visit.
Adam
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: Thomson TG585 V8 (software 8.2.7.8) stats question

I think we should go ahead with the engineers suggestion in that case and book a line engineer to visit.
I've replied to your support ticket with a request for times.  If you post here before 5:30 i'll book it for you.  The next available appointment is Monday 15th PM.