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Connection Dropouts

PeterHill
Newbie
Posts: 3
Registered: 07-04-2018

Connection Dropouts

Hi all, 

 

hoping someone on here can help or advise me; have been dealing with Plusnet support for months now without any luck.

I'm having constant connection dropouts, where we lose connection completely for anywhere between a few and 10+ minutes, with no apparent rhyme or reason. I'm only really at home in the evenings, but for the few hours i might be online i will typically see around 2 or 3 drops per night; though we can go as much as 2 days without drop. We've had line checks left right and center all apparently looking fine, with router replaced, as well as socket and pole to house line replaced to due to corrosion. 

Last drop was around 22:06 tonight, please see below logs for event. Would really appreciate anyone's help on this as it's getting pretty tiresome now.

 

 

Thank you in advance, 

 

22:10:19, 07 Apr. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.76]:52040-?>[104.40.210.32]:443 on ppp3)
22:10:17, 07 Apr. BLOCKED 1 more packets (because of Packet invalid in connection)
22:10:16, 07 Apr. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52101-?>[109.144.3.81]:443 on ppp3)
22:10:16, 07 Apr. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 203.178.148.19-?>51.7.177.200 on ppp3)
22:10:15, 07 Apr. OUT: BLOCK [9] Packet invalid in connection (Packet not in tcp window: TCP [192.168.1.76]:51824-?>[40.127.142.76]:443 on ppp3)
22:10:12, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:51830-?>[151.101.18.2]:443 on ppp3)
22:09:55, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52135-?>[216.58.206.35]:443 on ppp3)
22:09:45, 07 Apr. BLOCKED 1 more packets (because of First packet is Invalid)
22:09:45, 07 Apr. OUT: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52558-?>[64.233.166.108]:993 on ppp3)
22:09:45, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Packet not in tcp window: TCP [192.168.1.76]:52557-?>[64.233.166.108]:993 on ppp3)
22:09:38, 07 Apr. (108157.830000) CWMP: session completed successfully
22:09:38, 07 Apr. (108157.650000) CWMP: HTTP authentication success from https://dbtpnhdm.bt.mo
22:09:38, 07 Apr. BLOCKED 1 more packets (because of First packet is Invalid)
22:09:37, 07 Apr. BLOCKED 3 more packets (because of First packet is Invalid)
22:09:36, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52093-?>[216.58.206.54]:443 on ppp3)
22:09:35, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52040-?>[104.40.210.32]:443 on ppp3)
22:09:33, 07 Apr. BLOCKED 1 more packets (because of First packet is Invalid)
22:09:31, 07 Apr. (108150.560000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
22:09:31, 07 Apr. (108150.560000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:09:31, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:52101-?>[109.144.3.81]:443 on ppp3)
22:09:31, 07 Apr. OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.76]:51824-?>[40.127.142.76]:443 on ppp3)
22:09:29, 07 Apr. (108148.520000) WAN operating mode is VDSL
22:09:29, 07 Apr. (108148.520000) Last WAN operating mode was VDSL
22:09:27, 07 Apr. (108146.970000) PPP IPCP Receive Configuration ACK
22:09:27, 07 Apr. (108146.960000) PPP IPCP Send Configuration Request
22:09:27, 07 Apr. (108146.950000) PPP IPCP Receive Configuration NAK
22:09:27, 07 Apr. (108146.950000) PPP IPCP Send Configuration ACK
22:09:27, 07 Apr. (108146.950000) PPP IPCP Receive Configuration Request
22:09:27, 07 Apr. (108146.910000) PPP IPCP Send Configuration Request
22:09:26, 07 Apr. (108145.520000) PPPoE is up -? Down Rate=13078Kbps, Up Rate=1201Kbps; SNR Margin Down=5.9dB, Up=5.9dB
22:09:26, 07 Apr. (108145.510000) CHAP authentication successful
22:09:26, 07 Apr. (108145.450000) CHAP Receive Challenge
22:09:26, 07 Apr. (108145.450000) Starting CHAP authentication with peer
22:09:26, 07 Apr. (108145.450000) PPP LCP Receive Configuration ACK
22:09:26, 07 Apr. (108145.440000) PPP LCP Send Configuration Request
22:09:26, 07 Apr. (108145.440000) PPP LCP Receive Configuration Reject
22:09:26, 07 Apr. (108145.430000) PPP LCP Send Configuration ACK
22:09:26, 07 Apr. (108145.430000) PPP LCP Receive Configuration Request
22:09:26, 07 Apr. (108145.430000) PPP LCP Send Configuration Request
22:08:41, 07 Apr. (108100.600000) Admin login successful by 192.168.1.76 on HTTP
22:08:36, 07 Apr. (108095.320000) PTM over DSL is up
22:07:34, 07 Apr. (108033.170000) Admin login FAILED by 192.168.1.76 on HTTP
22:07:29, 07 Apr. (108028.660000) New GUI session from IP 192.168.1.76
22:07:09, 07 Apr. (108008.230000) CWMP: session closed due to error: Could not resolve host
22:07:09, 07 Apr. (108008.210000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
22:07:09, 07 Apr. (108008.200000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:06:38, 07 Apr. (107977.880000) CWMP: session closed due to error: Could not resolve host
22:06:38, 07 Apr. (107977.860000) CWMP: Server URL: https://dbtpnhdm.bt.mo; Connecting as user: ACS username
22:06:38, 07 Apr. (107977.850000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
22:06:38, 07 Apr. (107977.540000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
22:06:35, 07 Apr. (107974.880000) PTM over DSL is down after 79 minutes uptime
22:06:35, 07 Apr. (107974.880000) PPPoE is down after 78 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -? Down)]
22:06:32, 07 Apr. (107972.040000) PPP LCP Send Termination Request [User request]
22:06:07, 07 Apr. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [216.58.204.67]:80-?>[51.7.177.200]:53504 on ppp3)
22:05:30, 07 Apr. IN: BLOCK [16] Remote administration (UDP [196.52.43.113]:6712-?>[51.7.177.200]:161 on ppp3)
22:03:47, 07 Apr. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [216.58.204.84]:443-?>[51.7.177.200]:48798 on ppp3)
22:02:58, 07 Apr. BLOCKED 1 more packets (because of Packet invalid in connection)
22:02:57, 07 Apr. BLOCKED 5 more packets (because of Packet invalid in connection)
22:02:57, 07 Apr. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [216.239.36.126]:443-?>[51.7.177.200]:55874 on ppp3)
22:02:53, 07 Apr. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [35.201.121.164]:443-?>[51.7.177.200]:55678 on ppp3)
22:02:31, 07 Apr. BLOCKED 1 more packets (because of ICMP replay)
22:02:30, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.65-?>109.249.188.56 on ppp3)
22:02:30, 07 Apr. BLOCKED 1 more packets (because of ICMP replay)
22:02:29, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.65-?>109.249.188.56 on ppp3)
22:02:21, 07 Apr. IN: BLOCK [9] Packet invalid in connection (Invalid tcp flags for current tcp state: TCP [216.58.206.74]:80-?>[51.7.177.200]:48484 on ppp3)
22:02:15, 07 Apr. BLOCKED 2 more packets (because of Packet invalid in connection)
22:02:14, 07 Apr. BLOCKED 1 more packets (because of Packet invalid in connection)
22:02:14, 07 Apr. BLOCKED 4 more packets (because of Packet invalid in connection)
22:02:12, 07 Apr. IN: BLOCK [9] Packet invalid in connection (tcp reset attack is suspected: TCP [216.58.210.42]:443-?>[51.7.177.200]:44361 on ppp3)
22:01:41, 07 Apr. IN: BLOCK [16] Remote administration (ICMP type 8 code 0 129.82.138.44-?>51.7.177.200 on ppp3)
22:01:18, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 51.7.177.200-?>216.58.210.42 on ppp3)
22:01:15, 07 Apr. BLOCKED 3 more packets (because of ICMP replay)
22:01:15, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 51.7.177.200-?>216.58.210.42 on ppp3)
22:01:08, 07 Apr. BLOCKED 1 more packets (because of ICMP replay)
22:01:07, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.65-?>109.249.186.72 on ppp3)
22:01:07, 07 Apr. BLOCKED 1 more packets (because of ICMP replay)
22:01:06, 07 Apr. OUT: BLOCK [7] ICMP replay (ICMP type 3 code 3 192.168.1.65-?>109.249.186.72 on ppp3)
22:01:05, 07 Apr. (107644.140000) Host PetersPhone (MAC 40:4e:36:88:6e:f5) using IP 192.168.1.65 detected on interface ath10, port -?1
22:00:59, 07 Apr. ath10: STA 40:4e:36:88:6e:f5 IEEE 802.11: Client associated
22:00:24, 07 Apr. IN: BLOCK [16] Remote administration (TCP [104.236.153.169]:38932-?>[51.7.177.200]:22 on ppp3)

 

19 REPLIES
Community Veteran
Posts: 1,445
Thanks: 231
Fixes: 31
Registered: 13-08-2015

Re: Connection Dropouts

How is your phone line? Have you tried a quiet line test - dial 17070 option 2 from a corded phone?

 

If its noisy report a phone line fault.

 

If quiet, rather than copy all the events from the log, just filter the WAN events to help show how often the drops happen -  or hope a staff member sees your post and can provide a Radius Server report.

PeterHill
Newbie
Posts: 3
Registered: 07-04-2018

Re: Connection Dropouts

Hi Mustrum,

 

thanks for your quick reply.

 

 

Phone line sounds okay, spoken word is clear but quiet line test presents a very slight static background sound. Frankly not sure if that is standard or not, so difficult to tell.

 

Had hoped someone would be able to spot some obvious issue in the "all" logs; a device causing the problem, or a clear fault. As you can see from the WAN logs below we've had 4 drop outs in the past 24hrs. Plusnet have previously stated they can't see any faults on the line, and couldn't even see these drops which is more worrying. Sort of starting to feel like they can't find a fix so are fobbing it off trying to get rid of us.

 

Have attached the "all" logs again from 2 drop outs tonight, would massively appreciate if anyone who is confident in reading logs to see if they can see any correlation between the two drops and advise further. 

 

23:23:09, 07 Apr. (112568.060000) WAN operating mode is VDSL
23:23:09, 07 Apr. (112568.050000) Last WAN operating mode was VDSL
23:23:07, 07 Apr. (112566.450000) PPP IPCP Receive Configuration ACK
23:23:07, 07 Apr. (112566.440000) PPP IPCP Send Configuration Request
23:23:07, 07 Apr. (112566.430000) PPP IPCP Receive Configuration NAK
23:23:07, 07 Apr. (112566.430000) PPP IPCP Send Configuration ACK
23:23:07, 07 Apr. (112566.430000) PPP IPCP Receive Configuration Request
23:23:07, 07 Apr. (112566.420000) PPP IPCP Send Configuration Request
23:23:05, 07 Apr. (112564.960000) PPPoE is up -​ Down Rate=13078Kbps, Up Rate=1205Kbps; SNR Margin Down=7.0dB, Up=5.6dB
23:23:05, 07 Apr. (112564.940000) CHAP authentication successful
23:23:05, 07 Apr. (112564.890000) CHAP Receive Challenge
23:23:05, 07 Apr. (112564.890000) Starting CHAP authentication with peer
23:23:05, 07 Apr. (112564.890000) PPP LCP Receive Configuration ACK
23:23:05, 07 Apr. (112564.880000) PPP LCP Send Configuration Request
23:23:05, 07 Apr. (112564.880000) PPP LCP Receive Configuration Reject
23:23:05, 07 Apr. (112564.870000) PPP LCP Send Configuration ACK
23:23:05, 07 Apr. (112564.870000) PPP LCP Receive Configuration Request
23:23:05, 07 Apr. (112564.870000) PPP LCP Send Configuration Request
23:22:15, 07 Apr. (112514.610000) PTM over DSL is up
23:20:14, 07 Apr. (112393.830000) PTM over DSL is down after 71 minutes uptime
23:20:14, 07 Apr. (112393.830000) PPPoE is down after 70 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
23:20:11, 07 Apr. (112390.900000) PPP LCP Send Termination Request [User request]
22:09:29, 07 Apr. (108148.520000) WAN operating mode is VDSL
22:09:29, 07 Apr. (108148.520000) Last WAN operating mode was VDSL
22:09:27, 07 Apr. (108146.970000) PPP IPCP Receive Configuration ACK
22:09:27, 07 Apr. (108146.960000) PPP IPCP Send Configuration Request
22:09:27, 07 Apr. (108146.950000) PPP IPCP Receive Configuration NAK
22:09:27, 07 Apr. (108146.950000) PPP IPCP Send Configuration ACK
22:09:27, 07 Apr. (108146.950000) PPP IPCP Receive Configuration Request
22:09:27, 07 Apr. (108146.910000) PPP IPCP Send Configuration Request
22:09:26, 07 Apr. (108145.520000) PPPoE is up -​ Down Rate=13078Kbps, Up Rate=1201Kbps; SNR Margin Down=5.9dB, Up=5.9dB
22:09:26, 07 Apr. (108145.510000) CHAP authentication successful
22:09:26, 07 Apr. (108145.450000) CHAP Receive Challenge
22:09:26, 07 Apr. (108145.450000) Starting CHAP authentication with peer
22:09:26, 07 Apr. (108145.450000) PPP LCP Receive Configuration ACK
22:09:26, 07 Apr. (108145.440000) PPP LCP Send Configuration Request
22:09:26, 07 Apr. (108145.440000) PPP LCP Receive Configuration Reject
22:09:26, 07 Apr. (108145.430000) PPP LCP Send Configuration ACK
22:09:26, 07 Apr. (108145.430000) PPP LCP Receive Configuration Request
22:09:26, 07 Apr. (108145.430000) PPP LCP Send Configuration Request
22:08:36, 07 Apr. (108095.320000) PTM over DSL is up
22:06:35, 07 Apr. (107974.880000) PTM over DSL is down after 79 minutes uptime
22:06:35, 07 Apr. (107974.880000) PPPoE is down after 78 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
22:06:32, 07 Apr. (107972.040000) PPP LCP Send Termination Request [User request]
20:48:14, 07 Apr. (103273.910000) WAN operating mode is VDSL
20:48:14, 07 Apr. (103273.910000) Last WAN operating mode was VDSL
20:48:13, 07 Apr. (103272.420000) PPP IPCP Receive Configuration ACK
20:48:13, 07 Apr. (103272.410000) PPP IPCP Send Configuration Request
20:48:13, 07 Apr. (103272.400000) PPP IPCP Receive Configuration NAK
20:48:13, 07 Apr. (103272.400000) PPP IPCP Send Configuration ACK
20:48:13, 07 Apr. (103272.400000) PPP IPCP Receive Configuration Request
20:48:13, 07 Apr. (103272.400000) PPP IPCP Send Configuration Request
20:48:12, 07 Apr. (103271.070000) PPPoE is up -​ Down Rate=13078Kbps, Up Rate=1161Kbps; SNR Margin Down=6.1dB, Up=6.5dB
20:48:11, 07 Apr. (103271.050000) CHAP authentication successful
20:48:11, 07 Apr. (103271.000000) CHAP Receive Challenge
20:48:11, 07 Apr. (103271.000000) Starting CHAP authentication with peer
20:48:11, 07 Apr. (103271.000000) PPP LCP Receive Configuration ACK
20:48:11, 07 Apr. (103270.990000) PPP LCP Send Configuration Request
20:48:11, 07 Apr. (103270.990000) PPP LCP Receive Configuration Reject
20:48:11, 07 Apr. (103270.990000) PPP LCP Send Configuration ACK
20:48:11, 07 Apr. (103270.980000) PPP LCP Receive Configuration Request
20:48:11, 07 Apr. (103270.980000) PPP LCP Send Configuration Request
20:47:22, 07 Apr. (103221.110000) PTM over DSL is up
20:45:20, 07 Apr. (103099.510000) PTM over DSL is down after 1235 minutes uptime
20:45:20, 07 Apr. (103099.510000) PPPoE is down after 1234 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:45:17, 07 Apr. (103096.700000) PPP LCP Send Termination Request [User request]
00:10:28, 07 Apr. (29010.060000) WAN operating mode is VDSL
00:10:28, 07 Apr. (29010.060000) Last WAN operating mode was VDSL
00:10:27, 07 Apr. (29008.790000) PPP IPCP Receive Configuration ACK
00:10:27, 07 Apr. (29008.790000) PPP IPCP Send Configuration Request
00:10:27, 07 Apr. (29008.780000) PPP IPCP Receive Configuration NAK
00:10:27, 07 Apr. (29008.770000) PPP IPCP Send Configuration ACK
00:10:27, 07 Apr. (29008.770000) PPP IPCP Receive Configuration Request
00:10:27, 07 Apr. (29008.770000) PPP IPCP Send Configuration Request
00:10:26, 07 Apr. (29007.710000) PPPoE is up -​ Down Rate=13078Kbps, Up Rate=1161Kbps; SNR Margin Down=7.0dB, Up=6.4dB
00:10:26, 07 Apr. (29007.700000) CHAP authentication successful
00:10:26, 07 Apr. (29007.630000) CHAP Receive Challenge
00:10:26, 07 Apr. (29007.630000) Starting CHAP authentication with peer
00:10:26, 07 Apr. (29007.630000) PPP LCP Receive Configuration ACK
00:10:26, 07 Apr. (29007.620000) PPP LCP Send Configuration Request
00:10:26, 07 Apr. (29007.620000) PPP LCP Receive Configuration Reject
00:10:26, 07 Apr. (29007.620000) PPP LCP Send Configuration ACK
00:10:26, 07 Apr. (29007.610000) PPP LCP Receive Configuration Request
00:10:26, 07 Apr. (29007.610000) PPP LCP Send Configuration Request
00:09:36, 07 Apr. (28958.250000) PTM over DSL is up
00:07:35, 07 Apr. (28837.320000) PTM over DSL is down after 154 minutes uptime
00:07:35, 07 Apr. (28837.310000) PPPoE is down after 153 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
00:07:33, 07 Apr. (28834.720000) PPP LCP Send Termination Request [User request]
21:33:55, 06 Apr. (19616.770000) WAN operating mode is VDSL
21:33:55, 06 Apr. (19616.770000) Last WAN operating mode was VDSL
21:33:53, 06 Apr. (19615.520000) PPP IPCP Receive Configuration ACK
21:33:53, 06 Apr. (19615.510000) PPP IPCP Send Configuration Request
21:33:53, 06 Apr. (19615.500000) PPP IPCP Receive Configuration NAK
21:33:53, 06 Apr. (19614.910000) PPP IPCP Send Configuration ACK
21:33:53, 06 Apr. (19614.910000) PPP IPCP Receive Configuration Request
21:33:53, 06 Apr. (19614.870000) PPP IPCP Send Configuration Request
21:33:52, 06 Apr. (19613.780000) PPPoE is up -​ Down Rate=13078Kbps, Up Rate=1189Kbps; SNR Margin Down=6.5dB, Up=6.3dB
21:33:52, 06 Apr. (19613.760000) CHAP authentication successful
21:33:52, 06 Apr. (19613.720000) CHAP Receive Challenge
21:33:52, 06 Apr. (19613.720000) Starting CHAP authentication with peer

 

cheers,

 

Pete

Moderator
Moderator
Posts: 18,362
Thanks: 1,695
Fixes: 194
Registered: 11-01-2008

Re: Connection Dropouts

Moderators Note.
Moved from broadband to fibre board.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

jamessc
Rising Star
Posts: 78
Thanks: 34
Registered: 12-01-2017

Re: Connection Dropouts

I've been having very similar problems for months now, with no obvious cause and no solution being offered. I'm awaiting my SIXTH engineer visit (yes, there WILL be a significant compensation arrangement when this is finally resolved) but no actual help has been provided at all. How can yet another visit (the first two never happened, another compensatory factor) resolve the issue when the last three engineer visits were not able to?
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: Connection Dropouts

Welcome to the community forums Pete.

I'm sorry to hear you're experiencing connection problems.

 

Whilst our tests aren't finding the cause of the drops we can see, I'd recommend arranging another engineer visit to further investigate. If you can reply to this ticket and let us know over here once you've done so we'll get it booked in for you.

Apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: Connection Dropouts

@jamessc

Sorry for the issues you've been having.

Unfortunately intermittent faults can sometimes require multiple visits to investigate.

I do sincerely apologise for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
jamessc
Rising Star
Posts: 78
Thanks: 34
Registered: 12-01-2017

Re: Connection Dropouts

Hi Peter, I'm afraid my technical knowledge on these matters is extremely limited, but do you know anything about the signal to noise ration on your line (an engineer would need to check it)? If the threshold is set too low and faults are found, this might result in regular drop outs which then reestablish connection with no apparent cause. My set up involves fibre to the exchange with the old copper wire to my house, and this has been previously noted as an issue. A BT setup was causing the threshold to be far too low (in an attempt to increase speed, which relies on very high quality connections which I do not have) which caused numerous drop outs. Whenever the threshold was raised by an engineer (doubled from 3 to 6 db) the problem went away until the BT system auto reset to the low threshold and the problem started again. I've been having trouble with this for months on end now, but perhaps this information will be of use to you. Good luck! James
Baldrick1
Seasoned Champion
Posts: 1,128
Thanks: 494
Fixes: 41
Registered: 30-06-2016

Re: Connection Dropouts

@jamessc

For information the SNR can be accessed by logging into your router. It is also recorded in the OP's log above. He is reconnecting at circa 6dB download SNR.

jamessc
Rising Star
Posts: 78
Thanks: 34
Registered: 12-01-2017

Re: Connection Dropouts

Ok, thanks Baldrick1. I missed that, my knowledge is, as is now obvious, extremely limited! Cheers,
Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: Connection Dropouts

Hi again Pete.

I'd just like to follow up on here.

From what I can see your connection is still fairly unstable:

 

Please let us know if you need any assistance at all.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
swifty
Newbie
Posts: 3
Registered: 13-04-2018

Re: Connection Dropouts

Hi All,

 

 

Has there been any update regarding this?

As i have the exact same issue regarding intermittent connection drops.

PeterHill
Newbie
Posts: 3
Registered: 07-04-2018

Re: Connection Dropouts

Hi Gandalf,

 

yes we still have a very unstable line, and our ticket has been placed on hold till 16th for reasons unknown.

 

Is the relatively periodic or cyclic nature of the drops seen on friday, saturday and sunday (starting at 19:30 and at regular intervals) indicative of any issue in particular? 

 

 

Also, we are being told we need another BT engineer to come out to the property; how is this going to help if they have already checked the line on previous visits? What are they going to find this time that they didn't the last 2 occasions?  

 

Thank you in advance for your help,

 

Pete

Plusnet Help Team
Plusnet Help Team
Posts: 7,317
Thanks: 2,081
Fixes: 367
Registered: 21-04-2017

Re: Connection Dropouts

Hi Pete.

I can't see where we've placed your fault ticket on hold?

It's currently awaiting your response. You can view and reply to it from here.

 

Also, we are being told we need another BT engineer to come out to the property; how is this going to help if they have already checked the line on previous visits? What are they going to find this time that they didn't the last 2 occasions?  

Unfortunately, as your connection is intermittent and our tests are not finding the cause of that I'm sorry to say but the only option we have with our suppliers is to book another engineer visit. I do appreciate the frustration though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
swifty
Newbie
Posts: 3
Registered: 13-04-2018

Re: Connection Dropouts

Hi Pete,

 

Have the engineers fixed your issue yet? as i have the same issue so I'm following this thread with interest.

 

Cheers