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persistent disconnects

JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

persistent disconnects

Hello,
We are suffering persistent disconnections of our broadband.
The line connects for several minutes then disconnects and so on...
Have tried connecting phone and broadband via the master socket but problem persists.
This seems to occur after a heavy amount of rain.
Once the rain stops and things are dry the connection is stable.

Example stats:
Uptime: 0 days, 0:00:51
DSL Type: ITU-T G.992.5
Bandwidth (Up/Down) [kbps/kbps]: 448 / 19.999
Data Transferred (Sent/Received) [MB/MB]: 35,69 / 41,29
Output Power (Up/Down) [dBm]: 11,7 / 20,8
Line Attenuation (Up/Down) [dB]: 9,1 / 17,5
SN Margin (Up/Down) [dB]: 19,9 / 2,4
System Vendor ID (Local/Remote): TMMB / ----
Chipset Vendor ID (Local/Remote): BDCM / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 2 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): -
Error Seconds (Local/Remote): 212 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 3
HEC Errors (Up/Down): 0 / 20
16 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: persistent disconnects

We can see a lot of disconnections starting yesterday afternoon, might sound a strange question but did you introduce or plug in any new electrical items around lunchtime yesterday?

I'd suggest running through the faults checker at https://faults.plus.net and we'll pick this up.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

Re: persistent disconnects

No new electrical items.
Inbetween the intermittent service we've managed to submit the fault at the link provided.
Superuser
Superuser
Posts: 12,621
Thanks: 3,889
Fixes: 25
Registered: 22-08-2007

Re: persistent disconnects

Hi Jane,
I note that you had phone lines issues back in June.  How is the phone line at present?  Is it quiet?  Have you tried dialling 17070 option 2?
Is the router connected at the master socket?
Kevin
Plusnet Help Team
Plusnet Help Team
Posts: 13,495
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: persistent disconnects

Hi JaneD,
Checks against the line from our side aren't showing any obvious issues.
Thanks for reporting that as a fault as Chris suggested.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

Re: persistent disconnects

Tried 17070 option 2 - There was a sudden burst of loud crackle but then quiet.
Tried a second time and it sounds nice and quiet.
Router and phone are temporarily connected via the master socket since yesterday.
We suffered about 45 minutes of continual disconnects about midday today as im sure you can verify via your visual radius tool.
The line then started behaving lasting some 25 minutes before disconnecting.
We are now seem to be back in the cycle of disconnections every few minutes.
Superuser
Superuser
Posts: 12,621
Thanks: 3,889
Fixes: 25
Registered: 22-08-2007

Re: persistent disconnects

Jane,
Keep doing the quite line check, especially when the line keeps disconnecting.  Noise can be very intermittent, especially in wet weather.  Using the phone can 'clear' the noise for a period.
Kevin
JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

Re: persistent disconnects

Plusnet have enabled interleaving on our line.
Line is stable now, will monitor how stable it is after the next downpour
For now we are happy to have stability  - uptime so far 1 day 9 hours syncing at 446 / 20119  (although FEC errors at 42million - a little high? but not too fussed as it works...)
Thanks once again to plusnet staff who looked into our problem  Wink
Superuser
Superuser
Posts: 12,621
Thanks: 3,889
Fixes: 25
Registered: 22-08-2007

Re: persistent disconnects

JaneD,
Interleaving is a sticky plaster.  If your line is marginal then it could go knackered at any time.  Your report on noise is not reassuring.  Keep an ear on that.  If you get noise even just time to time, then report an intermittently noisy line fault, as it could just fail at anytime.
Kevin
JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

Re: persistent disconnects

You're right, spoke to soon.
We now have high levels of noise on telephone calls and broadband dropping quite frequently again.
It drizzled over the weekend so probably topped up BTs hole in the ground...
Just arranging for an engineer to visit again.
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: persistent disconnects

Hopefully the resolution of the telephone fault fix everything, but please let us know how you get on with the engineer.
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Superuser
Superuser
Posts: 12,621
Thanks: 3,889
Fixes: 25
Registered: 22-08-2007

Re: persistent disconnects

Jane,
If your phone line is not with PlusNET do NOT mention your broadband issues to your phone supplier.  Only tell them about INTERMITTENT line noise.  If you mention broadband issues they will send you back to PlusNET who cannot rectify copper faults.
Kevin
JaneD
Dabbler
Posts: 24
Registered: 23-06-2014

Re: persistent disconnects

Phone and Broadband are with Plusnet.
Broadband engineer visited yesterday. He plugged his meter into the master socket ran a few tests, pronounced the line was fine and went and sat in his van for 20 minutes Smiley
He suggested to report a noisy line.
Unfortunately we still seem to be suffering from intermittent noisy phone, and bursts of broadband disconnects. Phone calls are now disconnecting the broadband.
Superuser
Superuser
Posts: 12,621
Thanks: 3,889
Fixes: 25
Registered: 22-08-2007

Re: persistent disconnects

Hi Jane,
This needs review with BTOR, which one trusts PlusNET will do directly. There are two scenarios here...
The fault is intermittant, was not detectable at the time of the visit, thus could not be easily located for rectification.
Alternatively you got a Broadband engineer who decided you have a POTS fault which he felt was below his pay grade to fix.
Whichever, the outcome is far from ideal for you. Both you and PlusNET will now have to have another go on BTOR's merry-go-round.
Kevin
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: persistent disconnects

As Townman suggests this needs investigating as a phone fault.
I've just tested the line for noise, but as suspected it didn't find any issues which is most likely due to the intermittent nature of the fault.
I'm going to reply to the fault ticket on your account now, can you respond there to confirm the tests I'll outline and we'll get this reported as a phone fault asap.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff