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connection graph

Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: ‎24-10-2013

connection graph

Can someone from plusnet post a graph of my connection over the past couple of days (from saturday to today).
my connection dropped about 3 or 4 times on one of those days. once due to a phone call on the line and the rest when no phone call was made or received.
i could understand it being a filter issue when it dropped when a call was made or received, but for it to drop when no calls would suggest not a filter issue?
the router also takes a very long time to resync once it drops.
77 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: connection graph

Here's your connection graph:
<img src="http://community.plus.net/visualradius/generated/image13927357532839.png"/>
The filter could still quite possibly be faulty. It's worth swapping it just to be sure, if you can.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 3,274
Thanks: 339
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Registered: ‎24-10-2013

Re: connection graph

it's not a pretty looking graph is it.
and the disconnections all seem to be around the same time.
it was also not offline for 2 days, so not sure why the graph is showing that ?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: connection graph

It's not the best admittedly.
The graph shows the opposite, it shows the connection was solid for the 2 days you're referring to. So we can scale the graph we don't show some days if the connection has been fine. You see this where it states 'Online for 2 days'.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 3,274
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Registered: ‎24-10-2013

Re: connection graph

i mis-read it, thought it said offline.
so what is happening between 5 and 7 almost every night that causes multiple disconnections......
Superuser
Superuser
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Registered: ‎22-08-2007

Re: connection graph

This has the hall marks of being REIN (electrical interference) caused by the switching on / off of electrical equipment - Plasma TV, central heating, lights....
The best way to prove / disprove this is to obtain and install routerstats which will constantly monitor your router's SNRM (I'm assuming that you are on ADLS?).
If it is REIN it might take a bit of locating and fixing.
Community Veteran
Posts: 3,274
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Registered: ‎24-10-2013

Re: connection graph

plausible, but there are people in the house all the time, and certainly nothing happens at those times every day.
what is routerstats and how does it run?
edit - apparently it's a piece of software that runs on windows (and possibly linux). i am a mac user so that isn't an option.
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: connection graph

Does anything come on (via a timer) at 5pm?
What is your router located near? Is it near anything electrical such as a TV?
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 3,274
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Registered: ‎24-10-2013

Re: connection graph

nope there is nothing that is set to come on at that time, no timers for anything in the house.
the router is in a wooden cabinet in a lower shelf. a tv sits on the top to the right. this is the same location as my previous ISP router sat (sky SR101).
during those hours of 5 and 7 there is nothing that gets switched on or turned off that is close to the router.
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: connection graph

That would lead me to suspect an external REIN issue.
For us to try and investigate that, we'd need for you to raise a Fault Ticket with us, you can do this at http://faults.plus.net
Chris Pettitt
Cloud Environments Engineer
Community Veteran
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Registered: ‎10-04-2007

Re: connection graph

Have you still got a Sky box and is it plugged in to the phone (via an ADSL filter)? If so you could try unplugging it for a few days to see if that makes a difference.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Community Veteran
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Registered: ‎18-01-2013

Re: connection graph

Make a note of when your street lights turn on at night - I've seen these causing issues before.
Community Veteran
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Registered: ‎24-10-2013

Re: connection graph

Quote from: jelv
Have you still got a Sky box and is it plugged in to the phone (via an ADSL filter)? If so you could try unplugging it for a few days to see if that makes a difference.

sky box isn't connected to phone line.
Community Veteran
Posts: 3,274
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Registered: ‎24-10-2013

Re: connection graph

Quote from: jelv
Have you still got a Sky box and is it plugged in to the phone (via an ADSL filter)? If so you could try unplugging it for a few days to see if that makes a difference.

i have raised a fault ticket.
during the process of logging the ticket i was advised that if i didn't try another router then i might be liable for the cost of an engineer visit should that be the problem.
as i'm using the plusnet supplied router and it's only a few months old i would assume no liability with regards to the router should it be the cause.
Plusnet Staff
Plusnet Staff
Posts: 6,346
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Registered: ‎26-11-2011

Re: connection graph

That's fine.
If we had a suspicion that the router was faulty and as long as it's within it's 12 month warranty period, we'd replace that for you.
Our Faults Team will pick the fault up within 48-72 hours.
Chris Pettitt
Cloud Environments Engineer