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keep losing connection


keep losing connection

have had bt around to check wiring, no problem, they installed new master socket.
but still get dropped adsl line. phone works fine,clear sound , no answerphones/faxes connected. Have 1mb dsl plus net.
same problem when use netgear DG814 , AND DG834GT Also A BORROWED ALCATEL SPEEDTOUCH USB
I run a laptop with XP and PC with win 2000 pro


Same symptoms

And interestingly same kit (Netgear DG814 with 4.10 firmware - recent, probably latest) but I don't have access to an alternative so I'm glad you could scope that out.

Over the last 6 months access has become really flaky - internet downloads hanging, Outlook reporting 0x8 errors timing out. On the verge of leaving but want to troubleshoot/scope out kit my end before having the hassle.

Last night/today I'm (unsuccesfully) using Sun Download Manager to get the Solaris 10 ISO's so I can see the progress in KB/s and this is dropping from 40-ish Cheesy to 0 Cry after about 10-15 mins.

Tried to diagnose ts threw at ping at a dns server which times out.

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Ben>\pingdns

Pinging with 32 bytes of data:

Request timed out.
Request timed out.

Ping statistics for
Packets: Sent = 2, Received = 0, Lost = 2 (100% loss),
^CTerminate batch job (Y/N)? y

Having made no other changes to the enviroment eg. bouncing router and within 15 seconds, try a tracert.

C:\Documents and Settings\Ben>tracert

Tracing route to []
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms
2 25 ms 23 ms 22 ms []
3 23 ms 25 ms 25 ms []
4 24 ms 22 ms 26 ms []
5 24 ms 25 ms 24 ms []

Trace complete.

So I try another ping.

C:\Documents and Settings\Ben>\pingdns

Pinging with 32 bytes of data:

Reply from bytes=32 time=21ms TTL=60
Reply from bytes=32 time=24ms TTL=60
Reply from bytes=32 time=26ms TTL=60
Reply from bytes=32 time=22ms TTL=60

Ping statistics for
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 26ms, Average = 23ms

C:\Documents and Settings\Ben>

Any help appreciated, this doesn't make sense to me.

Community Veteran
Posts: 14,469
Registered: 30-07-2007

keep losing connection


Was the BT visit arranged via Plusnet or did you ring BT directly. If you arranged the visit yourself then you would have got a normal BT phone engineer and not one who could check for ADSL compatibility/problems. If this visit was arranged via Plusnet then that is fine.

If you have a DG834GT with the latest firmware (1.05), what is your line attenuation and SNR figures for your line? You can find this on the router status page by clicking show statistics button.

keep losing connection

Your pings time out because the line is dropped. The successful pings / traces happen when the line is up. Sadly neither ping nor traceroute will really help in diagnosing what your problem is, only in telling you that the connection is not up Wink

keep losing connection

bt visit direct with bt only . can i have a plus net bt check done..

went to netgear site for drivers... said
There are no downloads available for DG834GT

i have V1.01.00
this is a new model

System Up Time 02:54:27
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 2736 2561 0 215 1586 00:28:11
LAN 100M/Full 10728 10261 0 905 142 02:54:26
WLAN 108M 1219 1214 0 41 17 02:54:23

ADSL Link Downstream Upstream
Connection Speed 1152 kbps 288 kbps
Line Attenuation 13.1 db 27.0 db
Noise Margin 55.0 db 30.0 db
above info as requested
Community Veteran
Posts: 14,469
Registered: 30-07-2007

keep losing connection

Yep, any ADSL related problems must be reported via your ISP because BT themselves don't deal with ADSL faults directly.

You must live next door to the exchange with those line figures Wink so that is not the problem. I was not aware the GT version had a different firmware version.

You need to raise a ticket with plusnet to have it investgated. Just click on the help button at the top then contact us link on the left then new query. Select the connection problems link and follow it through. There are certain checks you will need to go through before plusnet can log a fault with BT.

wait and see

have posted ticket. will keep you all posted ,
thank you all....... so far

keep losing connection

so far got no where with plus net ticket system.
here is latest from bt

An engineer has advised that they have been able to prove connectivity from the local exchange to your premises. Please retest the connection from the master telephone socket with nothing else connected to the line apart from the broadband modem. We also recommend that you take this opportunity to test the line with alternative hardware if possible. Please advise us if the fault is still evident after this.

Jon Cheadle
Assigned : problem has not been fixed. yes I can use the connection somtimes.. as previously said I have tried 3 dsl routers and have 2 computors .
problem: have periods when router light is not on ie line is dropped,
question can this be fixed. have no hardware problem , no wiring problem, therefore bt problem
answer please

If I made bt my isp would this fix problem.....

keep losing connection

Hi There

The honest answer is no this will not make a difference as they would still need to do the same checks and tests as it would be if you moved to any ISP. In all reality we are working on this and trying to get it resolved and moving to a different ISP would only serve to slow the process as you would have to go through a cease and a new provide.

keep losing connection


Just a thought which no one has mentioned yet.... Have you tried plugging modem directly into the master socket?

I had problems with dropped connections using filters until I tried the Master socket. Then all was fine.

If you have done this then ignore my post Smiley