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Connection dropping

Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Connection dropping

Hi,

I've recently starting getting connection drops followed a short time later by a reconnection.

Prior to this my connection has always been very stable and I've always synced at the max up/down speeds.

These recent drops have now resulted in my downstream speed dropping to 55833 instead of the max.

The disconnects are also a pain Sad

 

Should I just raise a ticket for this ?

 

Thans

Paul

8 REPLIES 8
Aspiring Pro
Posts: 238
Thanks: 53
Fixes: 3
Registered: ‎20-04-2020

Re: Connection dropping

Yes raise a fault. Once you have done all the necessary checks in the trouble shooting guide *first*

https://www.plus.net/help/broadband/connection-troubleshooting/ 

Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Re: Connection dropping

Thanks for the response.

I've done the trouble shooting stuff so will raise a fault as long as it stays up long enough to do that.

 

It was stable for much of yesterday but playing silly [-Censored-]s now! Connects at varying speeds and noise margin is all over the place

09:17:48, 27 Nov. PPPoE is up -​ Down Rate=74000Kbps, Up Rate=19999Kbps; SNR Margin Down=6.5dB, Up=8.0dB
09:11:51, 27 Nov. PPPoE is up -​ Down Rate=66102Kbps, Up Rate=10976Kbps; SNR Margin Down=3.5dB, Up=3.0dB
09:09:37, 27 Nov. PPPoE is up -​ Down Rate=74000Kbps, Up Rate=19999Kbps; SNR Margin Down=0.9dB, Up=-​3.8dB
09:07:25, 27 Nov. PPPoE is up -​ Down Rate=74000Kbps, Up Rate=19999Kbps; SNR Margin Down=6.8dB, Up=7.8dB
08:46:39, 27 Nov. PPPoE is up -​ Down Rate=74000Kbps, Up Rate=20000Kbps; SNR Margin Down=6.4dB, Up=6.9dB
08:16:47, 27 Nov. PPPoE is up -​ Down Rate=68581Kbps, Up Rate=12422Kbps; SNR Margin Down=5.5dB, Up=5.5dB
07:45:41, 27 Nov. PPPoE is up -​ Down Rate=67040Kbps, Up Rate=13028Kbps; SNR Margin Down=6.1dB, Up=4.1dB
07:40:05, 27 Nov. PPPoE is up -​ Down Rate=63627Kbps, Up Rate=11118Kbps; SNR Margin Down=5.3dB, Up=5.4dB
07:33:12, 27 Nov. PPPoE is up -​ Down Rate=58789Kbps, Up Rate=5490Kbps; SNR Margin Down=12.6dB, Up=6.0dB
07:30:42, 27 Nov. PPPoE is up -​ Down Rate=65250Kbps, Up Rate=11731Kbps; SNR Margin Down=5.9dB, Up=5.5dB
07:24:34, 27 Nov. PPPoE is up -​ Down Rate=72793Kbps, Up Rate=19999Kbps; SNR Margin Down=1.9dB, Up=-​4.0dB
07:14:41, 27 Nov. PPPoE is up -​ Down Rate=62602Kbps, Up Rate=9680Kbps; SNR Margin Down=8.0dB, Up=8.2dB

 

Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Re: Connection dropping

I think I've managed to raise a fault - they don't make it easy to find the links do they ?

I say "think" because viewing my ticket shows the following which doesn't seem right ?

 

Broadband Troubleshooter started

Now you've confirmed your contact details and telephone number your broadband is supplied on, we need to ask you some questions about your problem.

We'll save your answers for 14 days, so you can come back if you don't have time to answer everything now.

 

BTW, is it not possible to edit previous posts ? I wanted to edit my post above but don't see an option anywhere

 

Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Re: Connection dropping

Seems this goes in bursts of errors and then stable for a while.

Stable for about 14 hours yesterday and then a burst of constantly reconnecting

From about Midnight Friday night/Saturday morning the "PPPoE is down after x minutes uptime" times were

2, 0, 3, 2, 99, 79, 13, 14 0, 4, 14 and 8 minutes

 

It went through a period of approx 40 minutes of constantly showing the following but showed no mention of the up time before it started this

CWMP: session closed due to error: Could not resolve host
CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

 

Prior to this I'd always connected at the max up/down speeds and had no problems with uptimes approaching months.

 

Hopefully Plusnet will pickup the ticket next week.

 

Plusnet Help Team
Plusnet Help Team
Posts: 18,011
Thanks: 5,744
Fixes: 963
Registered: ‎21-04-2017

Re: Connection dropping

Thanks for your post @paul1962 

I'm sorry for the issues with your connection. From what I can see you hadn't fully completed the broadband troubleshooter at faults.plus.net so the ticket 208789357 wasn't passed to our faults team. As there was just one question left to be answered (the space to add additional notes) I've completed the process on your behalf.

If you can reply to the ticket with when you'll be available for an engineer visit and post back after we'll make sure that's picked up for you as soon as we can

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Re: Connection dropping

Thanks for the update @Gandalf 

 

I've updated the ticket with my availability.

Good to see the tests show a fault Smiley

 

Thanks

Paul

Plusnet Help Team
Plusnet Help Team
Posts: 18,011
Thanks: 5,744
Fixes: 963
Registered: ‎21-04-2017

Re: Connection dropping

Thanks for getting back to us @paul1962 

No problem, I've booked the engineer visit and I've updated the ticket with the appointment details Smiley

We'll follow things up with you as soon as we can after the visit.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 32
Thanks: 3
Registered: ‎06-12-2012

Re: Connection dropping

@Gandalf  Thanks for arranging an engineer visit.

Engineer just left having found poor joint at top of the pole.

Will keep an eye on it but hopefully fixed. 

Good service and quick response. Thanks.