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Connection dropping - Visual RADIUS?

joerowe
Newbie
Posts: 2
Registered: 08-05-2018

Connection dropping - Visual RADIUS?

Hi,

 

My connection is dropping multiple times a day - definitely by wifi, and I suspect at router level too.

 

I have nest cams which report when the cam has been offline, and this happens multiple times a day. In addition, wifi drops on phones during use, at the same time across multiple devices, so is definitely not a single device issue.

 

Is there any logging that you can see on your side that can reveal the extent of the problem and whether it is connection or hardware ?

 

Many thanks,

Joe

5 REPLIES
odin1981
Newbie
Posts: 1
Registered: 08-02-2017

Re: Connection dropping - Visual RADIUS?

re

I have same problem 3 weeks  rubish support i rise a ticket abd no response at all . connecton droping few times a day

Plusnet Help Team
Plusnet Help Team
Posts: 162
Thanks: 55
Fixes: 12
Registered: 24-04-2017

Re: Connection dropping - Visual RADIUS?

Hi @joerowe, sorry hear you're having connection issues. Testing from this side and shown on the graph below we can see there does seem to be a underlying issue with the connection as a whole given the drops however today looks to be a huge improvement on those before it this month.

image1525874161958


Main Fault Location OK
Sync Status In Sync
Downstream Speed 79.9 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 300.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From 06:30 to 06:45
Interference Location Unknown
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream Traffic Detected
Technology VDSL
Profile Name 0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2018-04-26T15:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 79.9 Mbps 79.9 Mbps 79.9 Mbps
Up Stream Line Rate 20.0 Mbps 20.0 Mbps 20.0 Mbps
Up Time 758.0 Sec 900.0 Sec 899.0 Sec
Retrains 0.0 2.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2018-05-09T13:40:08Z 2018-05-09T13:55:08Z
Ingress Code Violation 2 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0



I'd recommend from here then to monitor and see if the drops and connection issues persist. If so then I'd suggest running through the following steps to rule a few internal things out that could be causing it being our testing isn't picking anything in particular up as the cause of the drops.

I'd recommend starting with basic checks here: http://goo.gl/p2tpvL

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the face plate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

If the problem still persists from here we will go down the route of raising a fault. Let us know how it goes.

 Ben Devine
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 162
Thanks: 55
Fixes: 12
Registered: 24-04-2017

Re: Connection dropping - Visual RADIUS?

Hi @odin1981, sorry to hear you're having broadband issues also. Upon checking I can see you currently have an engineer booked to come and investigate the issue. Let us know how the appointment goes and if the issue still happening afterwards.

 Ben Devine
 Plusnet Help Team
joerowe
Newbie
Posts: 2
Registered: 08-05-2018

Re: Connection dropping - Visual RADIUS?

Thats great, thank you!

Good to see Im not going mad.

Does the visual radius graph go further back at all? Ive been experiencing this for (i think) months, so wonder if there is any broader pattern?

Many thanks,
Joe
Plusnet Help Team
Plusnet Help Team
Posts: 328
Thanks: 98
Fixes: 20
Registered: 26-03-2018

Re: Connection dropping - Visual RADIUS?

Hi @joerowe - here is a bit of a longer visual RADIUS log. 

 

Connection still seems to be nice and constant today Thumbs Up 

 

Hope this helps.

 

Alisdair 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team