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Constant disconnections

zoink
Newbie
Posts: 7
Registered: 28-02-2016

Constant disconnections

Hi
since moving into new house I've had constant disconnections with the one hub, I tried buying a new router (TPlink TD-W9980) hoping it would improve it but hasnt made much difference. eg errors this afternoon (installed new router about 11am)
Index Time Type Level Content
1 2016-02-28 15:52:09 PPP Error ppp0 LCP down
2 2016-02-28 15:51:35 PPP Error ppp0
3 2016-02-28 15:51:35 PPP Error ppp0 Timeout waiting for PADO packets
4 2016-02-28 15:50:36 PPP Error ppp0
5 2016-02-28 15:50:36 PPP Error ppp0 User request
6 2016-02-28 15:50:30 PPP Error ppp0 LCP down
7 2016-02-28 15:50:30 PPP Error ppp0 User request
8 2016-02-28 14:56:00 PPP Error ppp0 LCP down
9 2016-02-28 14:55:47 PPP Error ppp0
10 2016-02-28 14:55:47 PPP Error ppp0 Timeout waiting for PADO packets
11 2016-02-28 14:55:10 PPP Error ppp0
12 2016-02-28 14:55:10 PPP Error ppp0 Timeout waiting for PADO packets
13 2016-02-28 14:54:08 PPP Error ppp0
14 2016-02-28 14:54:08 PPP Error ppp0 User request
15 2016-02-28 14:54:01 PPP Error ppp0 LCP down
16 2016-02-28 14:54:01 PPP Error ppp0 User request
17 2016-02-28 14:52:16 PPP Error ppp0 LCP down
18 2016-02-28 14:51:54 PPP Error ppp0
19 2016-02-28 14:51:54 PPP Error ppp0 Timeout waiting for PADO packets
20 2016-02-28 14:50:55 PPP Error ppp0
21 2016-02-28 14:50:55 PPP Error ppp0 User request
22 2016-02-28 14:50:49 PPP Error ppp0 LCP down
23 2016-02-28 14:50:49 PPP Error ppp0 User request
24 2016-02-28 12:57:44 PPP Error ppp0 LCP down
25 2016-02-28 12:57:20 PPP Error ppp0
26 2016-02-28 12:57:20 PPP Error ppp0 Timeout waiting for PADO packets
27 2016-02-28 12:56:23 PPP Error ppp0
28 2016-02-28 12:56:23 PPP Error ppp0 User request
29 2016-02-28 12:56:17 PPP Error ppp0 LCP down
30 2016-02-28 12:56:17 PPP Error ppp0 User request
the actual reported down connection speed doesnt seem that bad, even though speedtest.net never gets close to 80mb. upload speed is atrocious.

-----------------
from router
Line Status:
Connected
DSL Modulation Type:
VDSL2
Annex Type:
Annex A/B/L/M
    Upstream Downstream
Current Rate (Kbps) 799 73999
Max Rate (Kbps) 8876 97459
SNR Margin (dB) 19.6 12.4
Line Attenuation (dB) 16.2 15.2
Errors (Pkts) 0 0
-----------------------
BT Wholesale Broadband Performance Test
1. Best Effort Test:  -provides background information.
Download Speed
14.5 Mbps

0 Mbps 68.26 Mbps
Max Achievable Speed
Download speedachieved during the test was - 14.5 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-68.26 Mbps .
Additional Information:
IP Profile for your line is - 68.26 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
0.74 Mbps

0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.74Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps
------------------------------------------

I do hear a bit of "crunching" on the phone line sometimes but I only have one socket. I tried raising a ticket but I think it just got closed and I've never been able to figure out how to see your tickets on the website. can someone have a look at it. Thanks
11 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 362
Fixes: 115
Registered: 22-08-2015

Re: Constant disconnections

Hello there. If you PM me your username, I'll take a look at your account tomorrow afternoon. In the meantime, I would suggest try plugging your phone & router into your test socket (found by removing the front cover of the main phone socket) using a microfilter.
I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support
zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

thanks pm sent
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Constant disconnections

I can see you reported a fault around a week or so ago, we have replied and you can see the response here.
Quote
I do hear a bit of "crunching" on the phone line sometimes but I only have one socket.

That's a bit odd, if you can reply to the ticket I've linked advising that the fault is ongoing we'll get that picked up again.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

Still waiting for this to get fixed, just got a bunch of tickets that say
Quote
[internal note]
A modify order on this account was unsuccessful.
The reason given was "Expl1 = Modified: Extended Attribute - "Interleaving"; Old Value = "Yes"; New Value = "Not Applicable" : Expl0 = The item that you are trying to customize contains invalid sub-items or attributes or does not comply with the corresponding customizable product definition. Do you wish to proceed and have the invalid selections removed or fixed? :".
Modify order type:

Please check why the order has been rejected and contact the customer.

zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

so the bt engineer came round yesterday and fixed a fault on the line and its stopped crackling but I'm still only connecting at 25/1mb whereas his test said line was 80/20mb. he said I should request a profile reset?
Plusnet Help Team
Plusnet Help Team
Posts: 4,086
Thanks: 791
Fixes: 171
Registered: 25-03-2015

Re: Constant disconnections

Unfortunately your connection is still only syncing at 23.8/0.7 Undecided
It may require another engineer visit as the previous engineer doesn't seem to have changed the BT speed profiles on your connection.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

Thanks for the reply but I'm not taking another day off work, it costs me a fortune! If this cant be fixed remotely can I get released from my contract early? I got charged £105 for a house move and in the last 3 months I've either had no internet/disconnects or slow internet...
Plusnet Help Team
Plusnet Help Team
Posts: 4,086
Thanks: 791
Fixes: 171
Registered: 25-03-2015

Re: Constant disconnections

Unfortunately the only way for us to proceed with the fault would be to book another engineer at this stage.
I am sorry to say that we would not look to write off the contract as we are trying to proceed with the next steps of fault investigation.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

Like I said i'm not taking another day off for you to send out a third engineer to not fix it. I'm a bit confused why the engineer even needs access to my phone socket to reset my profile?? Either fix it remotely or drop me to the 40mb price until the end of my current contract when I will leave. I knew I should have switched when I moved, dammit!
Plusnet Help Team
Plusnet Help Team
Posts: 4,782
Thanks: 367
Fixes: 136
Registered: 01-01-2012

Re: Constant disconnections

We can't reset the fibre profile remotely I'm afraid.
That can only be done by a Openreach engineer after fixing a issue on the line.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
zoink
Newbie
Posts: 7
Registered: 28-02-2016

Re: Constant disconnections

well I went away for easter and I guess it fixed itself...happy days  Cheesy
                                  Upstream Downstream
Current Rate (Kbps) 11999 79997
Max Rate (Kbps) 30951 97536
SNR Margin (dB) 18.2 10.7
Line Attenuation (dB) 18.9 16.1
Errors (Pkts) 0 0