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ADSL Virtually Never ON!!!

N/A

ADSL Virtually Never ON!!!

I have been with PlusNet since December 12th 2002 and have had regular problems with lack of connection . In the past few months it has got a lot worse. So much so that it is not worth paying for the ADSL service.

This appears to be any time of the day , where sometimes the LINK LED will be on , but I have no connectivity , and this lasts anywhere between 15 mins. to 2 hours. Other times the LINK LED is off , still with no connectivity.

Before I find another ISP , I will get BT to recheck my line , but having had a look at the discussion Forum ( when I can get a connection) I have seen that others have been experiencing the same problems , so it would seem that the problem might very well lie with PlusNet.

A plus to Plusnet -- When I do have connectivity , it is pretty quick. I don't really want to change ISP's , but would like to get this sorted out ASAP.

[Moderators note (by Thomas): Unused quote tag removed for you.]
9 REPLIES
Community Veteran
Posts: 3,789
Registered: 08-06-2007

ADSL Virtually Never ON!!!

You don't mention what connection equipment you use, which could very well be a factor.

What people also fail to realise is that your ADSL is provided by BT, independant of which ISP you are with (with some noteable exceptions). Switching ISP's may not necessarily cure the problem, as you will still be using the BT circuit to connect to your new ISP.

B.
N/A

ADSL Virtually Never On

I have had problems with BT at work , where they had ceased a major ISDN Primary rate line , causing loss of production , but I am not sure if BT are messing around with my ADSL line.

I am using an D-Link DSL504 ADSL modem/router and have set it up as per the blurb from PlusNet. It is all working well at he moment as I am able to reply to you . While I am on about connectivity problems , I also note that e-mail is exceptionally slow with PlusNet.
Ianwild
Grafter
Posts: 3,835
Registered: 05-04-2007

ADSL Virtually Never ON!!!

Hi,

Would you mind posting links to other people's posts where the same problem is being experianced - If we can detect a pattern it might help to identify the cause. Also, have you read the ADSL troubleshooting guide here?

This type of problem is not normally related to the ISP side of things but we will raise the fault and escalalate it within BT for you - It would help a lot though if we can get a handle on the cause.

Regards,

Ian
N/A

ADSL Virtually Never On

Ian ,

Thank you for the reply. I would also like to get to the bottom of the problem

If you get BT to test my line right up to the router , that would be a good start.

I have the main telephone socket downstairs and an extension socket upstairs in our bedroom where the router is located. I have two ADSL splitters.
One for the main telephone downstairs and the other on the extension for another phone and ADSL .

I was going to get BT to come into my house to test to the router and back to the exchange , but if you can do this for me through BT , that would be great!!

Could you get BT to let me know when they are coming , please?

Sorry, I forgot to tell you, but about 15mins after replying to (Zubel) , I lost connection for about 10minutes. It then came back .

Kind Regards
Ian Garden
Ianwild
Grafter
Posts: 3,835
Registered: 05-04-2007

ADSL Virtually Never ON!!!

HI Ian,

In order to get a BT engineer out to you, the support team have to follow a specific procedure. Faults like this can be incredibly hard to deal with (Thanks to their Intermittent nature), however if you follow through the Contact Us Wizard (Connection Problems > ADSL) you can get your fault logged correctly and all the testing can be performed as required.

My first suggestion would be that you started to keep an exact log of when the problem occurs - This might help identify any patterns.

Please let me know if you need me to chase anything for you, but all being well this can get sorted pretty quickly.

With Regards,

Ian
N/A

ADSL Virtually Never ON!!!

Ian,

At 1640hrs today 24thSept. the connection was dropped for about 45mins. I have done a ping , netstat and tracert , when it has been down and a tracert when it came back up.

Microsoft Windows XP [Version 5.1.2600] NO Connectivity
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Ian Garden>ping 192.168.0.1 ( Router/Gateway)

Pinging 192.168.0.1 with 32 bytes of data:

Reply from 192.168.0.1: bytes=32 time=1ms TTL=30
Reply from 192.168.0.1: bytes=32 time=1ms TTL=30
Reply from 192.168.0.1: bytes=32 time=1ms TTL=30
Reply from 192.168.0.1: bytes=32 time=1ms TTL=30

Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 1ms, Average = 1ms



C:\Documents and Settings\Ian Garden>netstat -r

Route Table
===========================================================================
Interface List
0x1 ........................... MS TCP Loopback interface
0x2 ...00 0c 6e 14 c7 04 ...... NVIDIA nForce MCP Networking Adapter - Packet Sc
heduler Miniport
0x3 ...00 26 54 0b c4 ee ...... 3Com 3C920B-EMB Integrated Fast Ethernet Control
ler - Packet Scheduler Miniport
===========================================================================
===========================================================================
Active Routes:
Network Destination Netmask Gateway Interface Metric
0.0.0.0 0.0.0.0 192.168.0.1 192.168.0.14 20
127.0.0.0 255.0.0.0 127.0.0.1 127.0.0.1 1
192.168.0.0 255.255.255.0 192.168.0.14 192.168.0.14 20
192.168.0.14 255.255.255.255 127.0.0.1 127.0.0.1 20
192.168.0.255 255.255.255.255 192.168.0.14 192.168.0.14 20
224.0.0.0 240.0.0.0 192.168.0.14 192.168.0.14 20
255.255.255.255 255.255.255.255 192.168.0.14 2 1
255.255.255.255 255.255.255.255 192.168.0.14 192.168.0.14 1
Default Gateway: 192.168.0.1
===========================================================================
Persistent Routes:
None

C:\Documents and Settings\Ian Garden>netstat

Active Connections

Proto Local Address Foreign Address State
TCP IANSPC:1077 192.168.0.1:http CLOSE_WAIT
TCP IANSPC:30717 192.168.0.1:http TIME_WAIT

C:\Documents and Settings\Ian Garden>ping 212.159.11.150

Pinging 212.159.11.150 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 212.159.11.150:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Documents and Settings\Ian Garden>tracert 212.159.11.150

This is the trace when NO connectivity


Tracing route to 212.159.11.150 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.0.1
2 * 14 ms 13 ms 195.166.128.34
3 * * * Request timed out.
4 * 14 ms * gi5-0-4.pth-gw1.plus.net [195.166.129.21]
5 * * 20 ms atm0-1-0.ptb-gw1.plus.net [195.166.129.246]
6 20 ms * * vl4.sec.ptb-gw4.plus.net [195.166.129.229]
7 * 22 ms 21 ms 212.159.11.150

Trace complete.

C:\Documents and Settings\Ian Garden>

This is the trace when connection is working


C:\Documents and Settings\Ian Garden>tracert 212.159.11.150

Tracing route to ns1.plus.net [212.159.11.150]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 14 ms 13 ms 13 ms lo1.homesurf.pth-ag2.plus.net [195.166.128.34]
3 * * * Request timed out. ( NOT sure why Timeout)!!!!
4 32 ms 26 ms 19 ms gi5-0-4.pth-gw1.plus.net [195.166.129.21]
5 21 ms 53 ms 20 ms atm0-1-0.ptb-gw1.plus.net [195.166.129.246]
6 43 ms 24 ms 21 ms vl4.sec.ptb-gw4.plus.net [195.166.129.229]
7 21 ms 21 ms 24 ms ns1.plus.net [212.159.11.150]

Trace complete.

C:\Documents and Settings\Ian Garden>


I hope that this might help you with trying to troubleshoot on my behalf. If I can still eventually get through to the Primary DNS by tracert , might it suggest that it is not a problem with BT , but at the Plusnet end?

Regards
Ian Garden
Ianwild
Grafter
Posts: 3,835
Registered: 05-04-2007

ADSL Virtually Never ON!!!

Sorry Ian,

Did I miss something here?

You say you have no connectivity, but can still traceroute to the DNS servers?

How often do you lose syncronisation (Ie the LEDs go out) as supposed to what happend aboce?

If you can get to our DNS servers when this fault happens it opens up a number of other avenues to investigate certainly as you are not losing full IP connectivty. Can you tell me what operating system you are using and what services (ie browsing) are affected when this happens?

Also, are you running any P2P software, such as Emule or DC++ when this type of fault occurs?

Regards,

Ian
N/A

ADSL Virtually Never ON!!!

Ian,

Having typed out a reply to you on two different days and then the connection dropped both times , I got kinda fed up with trying to reply to you. Can you give me a call on 01256-467 XXX please , as it would be much quicker to answer your questions and as I cannot rely on the connection to stay up. I have had the connection drop at 1345hrs this afternoon with the LINK LED OFF and have done a tracert . Lots of Request Timeouts!!!!!!!! Although when lose connectivity and LINK LED ON still have partial IP.

KInd Regards
Ian Garden

Moderator's note by Chris: I have editted your phone number out of this post. It's a public forum, if you have a specific problem you should call PlusNet directly or raise through link:contact us also you don't want other people calling you do you?
jberry
Grafter
Posts: 1,886
Registered: 08-06-2007

ADSL Virtually Never ON!!!

Hi Ian,

I am afraid that for single user faults of this nature you will have to either raise it through contact us or give us a call - we simply cannot deal with faults through the forums other than to chase up long standing faults (and by longstanding I mean longstanding after they have been reported to us).

If you are experiencing dropped connections then you need to ensure that you have tried with your modem/router plugged directly into the mastersocket with no expension leads and no other devices plugged onto the same line.

Also, if possible, please borrow some alternative hardware and try this. Thereason for these checks is to eliminate different aspects of the service as causing the problem and allow for a quicker diagnostic procedure.

Regards,