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internet connection dropping all the time

Ramones75
Newbie
Posts: 9
Registered: ‎22-06-2013

internet connection dropping all the time

Hi
I wonder if somebody could shed some light into my issue
my internet connection is dropping out  all the time
its getting annoying now  Embarrassed.. upload and download speed is fine when its working
router used is Technicolor TG582N
also notice sometimes the router internet indicator  has the red led on  as suppose to green even though its still working
thx  a quick response would be much appreciated
19 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: internet conne ction dropping all the time

Hi Ramones75,
I'm really sorry to hear that you're having a terrible time with your broadband. Do you notice the broadband light flashing when the connection drops or is it just the internet light?
In the first instance I would certainly look at connecting an alternative micofilter ( http://www.plus.net/support/broadband/microfilters-how-and-why.shtml ) and if the issue persists, connecting your equipment into your Test Socket ( http://www.plus.net/support/broadband/master-socket-guide.shtml ).
Please let us know if there is anything further we can do to help.
Chris Pettitt
Cloud Environments Engineer
Ramones75
Newbie
Posts: 9
Registered: ‎22-06-2013

Re: internet conne ction dropping all the time

Hi
thx for the quick reply
this a new router, microfilter as supplied by PN (about 3 months ago)  
and I have also change the cable from the wall socket to the microfilter  just to eliminate it
with regards to the LED light on the router  the Internet, Ethernet and  broadband as well as wifi goes off
looks like the router is restarting /rebooting
this is earlier event  logged from the router if it helps

Jun 22 18:12:52 LOGIN User admin logged in on [HTTP] (from 192.168.1.104)
Info  Jun 22 18:12:11 LOGIN User admin logged in on [HTTP] (from 192.168.1.104)
Info  Jun 22 18:11:35 FIREWALL event (1 of 1): deleted rules
Warning  Jun 22 18:11:35 PPP link up (Internet) [212.159.118.107] 
Info  Jun 22 18:11:34 PPP CHAP Chap receive success : authentication ok
Info  Jun 22 18:11:34 PPP CHAP Receive challenge (rhost = PTN-AG01)
Info  Jun 22 18:11:33 PPP CHAP Receive challenge (rhost = bras-red10.pe)
Info  Jun 22 18:11:20 xDSL linestate up (ITU-T G.992.5; downstream: 10305 kbit/s, upstream: 1184 kbit/s; output Power Down: 19.1 dBm, Up: 12.8 dBm; line Attenuation Down: 38.0 dB, Up: 19.5 dB; snr Margin Down: 3.1 dB, Up: 6.3 dB)
Info  Jun 22 18:10:53 xDSL linestate down
Warning  Jun 22 18:10:36 PPP link down (Internet) [212.159.118.107] 
Info  Jun 22 18:10:27 xDSL linestate down
Info  Jun 22 18:09:57 xDSL linestate down
Info  Jun 22 18:09:37 FIREWALL event (1 of 1): modified rules
Info  Jun 22 18:09:37 FIREWALL event (1 of 1): created rules
Info  Jun 22 18:09:37 xDSL linestate down
Info  Jun 22 18:05:33 SNTP Synchronised again to server: 212.159.13.50
Info  Jun 22 17:05:33 SNTP Synchronised to server: 212.159.13.50
Info  Jun 22 16:05:33 SNTP Synchronised to server: 212.159.13.49
Info  Jun 22 15:05:33 SNTP Synchronised to server: 212.159.13.50
Info  Jun 22 14:05:33 SNTP Synchronised to server: 212.159.6.10
Info  Jun 22 13:05:33 SNTP Synchronised to server: 212.159.13.50
Info  Jun 22 12:05:33 SNTP Synchronised again to server: 212.159.6.9
Info  Jun 22 11:05:33 SNTP Synchronised to server: 212.159.6.9
Warning  Jun 22 10:45:47 IDS scan parser : udp port scan: 192.168.1.104 scanned at least 20 ports at 186.103.139.37. (1 of 1) : 192.168.1.104 186.103.139.37 0036 UDP 57492->12302
Error  Jun 22 10:45:34 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 197.35.2.63 Dst ip: 212.159.118.107 Type: Destination Unreachable Code: Port Unreacheable 
Info  Jun 22 10:05:33 SNTP Synchronised to server: 212.159.13.49
Info  Jun 22 09:05:33 SNTP Synchronised to server: 212.159.6.9
Info  Jun 22 08:05:54 SNTP Synchronised to server: 212.159.13.49
Info  Jun 22 07:05:54 SNTP Synchronised again to server: 212.159.13.50
Info  Jun 22 06:05:54 SNTP Synchronised to server: 212.159.13.50
Info  Jun 22 05:05:54 SNTP Synchronised again to server: 212.159.6.10
Info  Jun 22 04:05:54 SNTP Synchronised to server: 212.159.6.10
Info  Jun 22 03:05:54 SNTP Synchronised to server: 212.159.13.49
Info  Jun 22 02:05:53 SNTP Synchronised to server: 212.159.6.9
Info  Jun 22 01:05:53 SNTP Synchronised to server: 212.159.13.50
Info  Jun 22 00:05:53 SNTP Synchronised to server: 212.159.6.10
Info  Jun 21 23:05:53 SNTP Synchronised to server: 212.159.13.49
Info  Jun 21 22:05:53 SNTP Synchronised to server: 212.159.6.9
Error  Jun 21 21:20:00 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 154.54.29.25 Dst ip: 212.159.118.107 Type: Time Exceeded Code: Time to Live exceeded in Transit
Info  Jun 21 21:05:53 SNTP Synchronised again to server: 212.159.13.50
Info  Jun 21 20:05:53 SNTP Synchronised again to server: 212.159.13.50
Info  Jun 21 19:05:53 SNTP Synchronised to server: 212.159.13.50
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: internet conne ction dropping all the time

No worries at all. Did you manage to connect your router into your Test Socket?
Chris Pettitt
Cloud Environments Engineer
Moderator
Moderator
Posts: 18,588
Thanks: 2,888
Fixes: 238
Registered: ‎06-04-2007

Re: internet conne ction dropping all the time

Quote from: Ramones75
also notice sometimes the router internet indicator  has the red led on  as suppose to green even though its still working

The red light being on is also discussed here.
It's something I've been experiencing, too, over the last few months. I used to think it had something to do with the frequent drops but not so sure now Undecided The red light has been on all day today but not sure how long before that but I haven't noticed any further degradation in the line - yet. I used to reboot every time I saw the red light but I haven't done for a while.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

hypnoboy
Grafter
Posts: 40
Registered: ‎17-06-2013

Re: internet conne ction dropping all the time

Hey Ramones,
I had the same issue and I had an openreach engineer come out and do a test, they found a physical fault on the line and replaced the cabling, so far the net has been stable, and is synching at 9 meg higher than I was quoted id get.
there is a small issue of the router only connecting at 65mbps and not 130, but have been told it could be due to interference with other channels in the area but no drop outs, yet would like an answer, however it may be worth looking at it being a physical line fault.
Regards
Craig
PeeGee
Aspiring Pro
Posts: 1,106
Thanks: 56
Fixes: 3
Registered: ‎05-04-2009

Re: internet conne ction dropping all the time

Quote from: Ramones75
and I have also change the cable from the wall socket to the microfilter  just to eliminate it

That suggests that you have an extension cable from the telephone socket to the microfilter - usually a bad thing, as most are untwisted pairs. A bit more information about the wiring from the master socket to the modem and telephones may be of help, as well.
Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Community Veteran
Posts: 26,744
Thanks: 954
Fixes: 10
Registered: ‎10-04-2007

Re: internet conne ction dropping all the time

As PeeGee says using an telephone extension lead is not a good idea.
Before Plusnet call out an engineer you MUST:
  • Connect the filter directly to the test socket inside the lower half of the main socket.
  • Connect the router to the filter using the supplied cable.
    Note that unlike extending the telephone socket to router distance, you can totally safely use a router to PC cable of up to 100M with absolutely no loss of performance; that is the better way to do it.
  • 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)
    Ramones75
    Newbie
    Posts: 9
    Registered: ‎22-06-2013

    Re: internet conne ction dropping all the time

    Hi
    Thx for the few suggestions, but still the same

    Quote

    Did you manage to connect your router into your Test Socket?


    yep with existing setup and still the same, router restarted today, as stated in event logged Sad
    but logged is now cleared when I disconnected the power to return the router to the original locations

    Quote
    That suggests that you have an extension cable from the telephone socket to the microfilter - usually a bad thing, as most are untwisted pairs. A bit more information about the wiring from the master socket to the modem and telephones may be of help, as well.


    yep using a 3m extension cable (flat cable) , but the one supplied by plusnet is untwisted as well (flat cable)
    just to eliminate it i have removed the extension cable, currently using plusnet supplied cable

    so here is the current  setup config
    Master socket-------microfilter-------------------cable to router (supplied by plusnet)-----------router----------------2m network cable to pc (twisted wires)
    and still happening.

    can plusnet check anything at all your end..... i can fully understand if im paying for a standard connection but common we are talking the pro package here
    don't get me wrong I am happy with the upload and download speed when its working, just annoying when your gaming online   Angry
    another logged while playing online a s connected to test socket Sad

    Event Logging 
    This page summarizes the last events that have been recorded on your Technicolor Gateway. Choose a display filter...
    Category: All Connections LAN UPnP Security System Service 
    Recorded Events
    Time
    Message

    Info  Jun 24 22:29:04 LOGIN User admin logged in on [HTTP] (from 192.168.1.64)
    Info  Jun 24 22:28:40 xDSL linestate down
    Info  Jun 24 22:28:19 FIREWALL event (1 of 16): modified rules
    Info  Jun 24 22:28:19 FIREWALL event (1 of 26): created rules
    Info  Jun 24 22:28:19 xDSL linestate down
    Info Jun 24 21:56:16 SNTP Synchronised again to server: 212.159.6.9
    Error  Jun 24 21:28:38 FIREWALL icmp check (1 of 1): Protocol: ICMP Src ip: 198.24.170.202 Dst ip: 212.159.118.107 Type: Echo Reply Code: 0

    Community Veteran
    Posts: 26,744
    Thanks: 954
    Fixes: 10
    Registered: ‎10-04-2007

    Re: internet conne ction dropping all the time

    Can you confirm that you have unscrewed the front of the master socket and removed the lower half and connected to the test socket inside there? When you do that ALL the other telephone sockets in the house should be dead. I'm not absolutely clear from your post whether that is what you tried.
    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)
    Ramones75
    Newbie
    Posts: 9
    Registered: ‎22-06-2013

    Re: internet conne ction dropping all the time

    Hi
    sorry for the late reply.. only just finish work

    Quote
    Can you confirm that you have unscrewed the front of the master socket and removed the lower half and connected to the test socket inside there? When you do that ALL the other telephone sockets in the house should be dead. I'm not absolutely clear from your post whether that is what you tried.

    yep I can confirm that I have remove the cover of the master socket by removing 2 x screws and took the plate out and connected the wire directly and still the same Sad

    I have left it at that all day while im at work just to see what the event logged in the router
    here is todays connection  logged

    Event Logging   
    This page summarizes the last events that have been recorded on your Technicolor Gateway. Choose a display filter..
    Category: All Connections LAN UPnP Security System Service 
    Recorded Events
    Time
    Message

    Warning  Jun 25 17:05:58 PPP link up (Internet) [212.159.118.107] 
    Info  Jun 25 17:05:58 PPP CHAP Chap receive success : authentication ok
    Info  Jun 25 17:05:57 PPP CHAP Receive challenge (rhost = pcl-ag06)
    Info  Jun 25 17:05:54 PPP CHAP Receive challenge (rhost = bras-red10.pe)
    Info  Jun 25 17:05:45 xDSL linestate up (ITU-T G.992.5; downstream: 10516 kbit/s, upstream: 1208 kbit/s; output Power Down: 19.1 dBm, Up: 12.6 dBm; line Attenuation Down: 37.0 dB, Up: 18.8 dB; snr Margin Down: 3.1 dB, Up: 6.4 dB)
    Info  Jun 25 17:05:19 xDSL linestate down
    Info  Jun 25 17:04:52 xDSL linestate down
    Info  Jun 25 17:04:22 xDSL linestate down
    Warning  Jun 25 17:04:18 PPP link down (Internet) [212.159.118.107] 
    Info  Jun 25 17:04:01 xDSL linestate down
    Warning  Jun 25 07:53:36 PPP link up (Internet) [212.159.118.107] 
    Info  Jun 25 07:53:35 PPP CHAP Chap receive success : authentication ok
    Info  Jun 25 07:53:35 PPP CHAP Receive challenge (rhost = PTW-AG03)
    Info  Jun 25 07:53:34 PPP CHAP Receive challenge (rhost = bras-red10.pe)
    Info  Jun 25 07:53:32 xDSL linestate up (ITU-T G.992.5; downstream: 10696 kbit/s, upstream: 1204 kbit/s; output Power Down: 19.1 dBm, Up: 12.7 dBm; line Attenuation Down: 36.5 dB, Up: 18.8 dB; snr Margin Down: 3.1 dB, Up: 6.3 dB)
    Info  Jun 25 07:53:06 xDSL linestate down
    Info  Jun 25 07:52:40 xDSL linestate down
    Warning  Jun 25 07:52:10 PPP link down (Internet) [212.159.118.107] 
    Info  Jun 25 07:52:10 xDSL linestate down


    sparkalfa
    Grafter
    Posts: 35
    Registered: ‎30-01-2008

    Re: internet connection dropping all the time

    Not trying to hijack this thread but I seem to be suffering from the same symptoms
    Here http://community.plus.net/forum/index.php/topic,116022.0.html
    Ramones75
    Newbie
    Posts: 9
    Registered: ‎22-06-2013

    Re: internet connection dropping all the time

    Hi
    that's no problem at all.... as long as our issue is sorted i'm cool with that. Smiley
    after reading through your issue looks like its the same
    the only reason that I have change my router was due to it being 3-4 years old  Thompson TG585 V7
    rebooting all the time .never had any issue prior to that....suspect it was the router itself is faulty
    in fact my ping was lower when I was using the old Thompson. now not only that my ping is slightly higher  my connection is dropping out randomly  Sad
    Plusnet Alumni (retired) chrispurvey
    Plusnet Alumni (retired)
    Posts: 5,369
    Fixes: 1
    Registered: ‎13-07-2012

    Re: internet connection dropping all the time

    Hi there,
    I've posted a graph of your connection below:
    <img src="http://ccgi.psmith12.plus.com/visradius/generated/image13722384381757.png"/>
    As you can see your line is still continuing to drop, I can see you've got a fault ticket raised which our faults team will respond to as soon as they've tested your line.
    Ramones75
    Newbie
    Posts: 9
    Registered: ‎22-06-2013

    Re: internet connection dropping all the time

    hi
    thx for the reply.... glad you can finally confirm that my connection  has random dropouts
    hopefully it gets sorted Smiley