Dropouts again

[#1]

Can anyone help with this constant issue that I keep getting. The broadband keeps dropping frequently then stabilises for a few days. OR been out last month and said my line was excellent, changed nte to a 5c with a mk 4 plate. I swapped router to a hub1 from the smart hub I was using, and stability returned for around a month. Today again had flurrys of disconnects, for no apparent reason. Line crackled z but in dial tone, but quiet line test nothing. I am stumped, and getting very cheesed off with this.  Could it be the router. I would be surprised if new faceplate faulty. I have attached current stats and a sample of the router WAN logs. Did an online chat earlier today but advice was out in test socket and see what happens. I feel this is an external issue. All the logs say the same, and sync etc never gets lower, so DLM maybe not seeing an issue.  It's been fine today, but was torrential rain yesterday but no dropouts. Maybe line faults when drying out?

20:02:15, 12 Oct.	(28709.960000) WAN operating mode is VDSL
20:02:15, 12 Oct.	(28709.960000) Last WAN operating mode was VDSL
20:02:14, 12 Oct.	(28708.700000) PPP IPCP Receive Configuration ACK
20:02:14, 12 Oct.	(28708.660000) PPP IPCP Send Configuration ACK
20:02:14, 12 Oct.	(28708.660000) PPP IPCP Receive Configuration Request
20:02:14, 12 Oct.	(28708.550000) PPP IPCP Send Configuration Request
20:02:14, 12 Oct.	(28708.540000) PPP IPCP Receive Configuration NAK
20:02:14, 12 Oct.	(28708.530000) PPP IPCP Send Configuration Request
20:02:12, 12 Oct.	(28707.420000) PPPoE is up -​ Down Rate=54933Kbps, Up Rate=9999Kbps; SNR Margin Down=9.6dB, Up=13.9dB
20:02:12, 12 Oct.	(28707.410000) CHAP authentication successful
20:02:12, 12 Oct.	(28707.280000) CHAP Receive Challenge
20:02:12, 12 Oct.	(28707.280000) Starting CHAP authentication with peer
20:02:12, 12 Oct.	(28707.280000) PPP LCP Receive Configuration ACK
20:02:12, 12 Oct.	(28707.270000) PPP LCP Send Configuration ACK
20:02:12, 12 Oct.	(28707.270000) PPP LCP Send Configuration Request
20:02:12, 12 Oct.	(28707.260000) PPP LCP Receive Configuration Request
20:02:12, 12 Oct.	(28707.180000) CHAP Receive Challenge
20:02:12, 12 Oct.	(28707.170000) Starting CHAP authentication with peer
20:02:12, 12 Oct.	(28707.170000) PPP LCP Receive Configuration ACK
20:02:12, 12 Oct.	(28707.170000) PPP LCP Send Configuration Request
20:02:12, 12 Oct.	(28707.160000) PPP LCP Receive Configuration Reject
20:02:12, 12 Oct.	(28707.160000) PPP LCP Send Configuration ACK
20:02:12, 12 Oct.	(28707.160000) PPP LCP Receive Configuration Request
20:02:12, 12 Oct.	(28707.160000) PPP LCP Send Configuration Request
20:01:23, 12 Oct.	(28657.690000) PTM over DSL is up
20:00:47, 12 Oct.	(28621.780000) PTM over DSL is down after 9 minutes uptime
20:00:47, 12 Oct.	(28621.770000) PPPoE is down after 8 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:00:44, 12 Oct.	(28619.080000) PPP LCP Send Termination Request [User request]
19:52:30, 12 Oct.	(28124.570000) WAN operating mode is VDSL
1

Serial number:	+081441+NQ83261770
3. Firmware version:	Software version 4.7.5.1.83.8.263 Last updated 29/08/19
4. Board version:	Plusnet Hub One
5. DSL uptime:	0 days, 00:00:50
6. Data rate:	9999 / 54933
7. Maximum data rate:	22902 / 68763
8. Noise margin:	14.1 / 9.9
9. Line attenuation:	18.9 / 14.1
10. Signal attenuation:	18.9 / 14.1

[#2]

OK..... So at 8pm last night, I removed the mk4 plate, and put a filter in the test socket. I also switched off the router for 10min, and then on again. Had no drops since. Thoughts..... Router or filter... The router had not been actually switched off since bt came, so over a month. Could it be a router overheating issue, the same thing tended to happen with the btb hub 6 I was using before degenerating into constant dropouts. The thing is OR never find an issue and state line is perfect. Should I be pushing for an engineer to be checking the joints for corrosion.
I would be grateful for any advice

[#3]

Ok. Dropped again, after over 12hrs uptime. Sick of this now, and have raised a fault. I feel an experienced engineer needed, as we had this problem with normal adsl. Move to fibre cured it for a while, but it's starting again. My wife mentions bt are always messing in the local cab, and I wonder if there are a few dodgy D sides around here, that people keep getting swapped to, or maybe it's just me being a conspiracy theorist😯😯

[#4]

Test socket still the same. Caught it after a drop and stats very odd, see below. Would welcome any plusnet advice...

6. Data rate: 9999 / 54933
7. Maximum data rate: 22820 / 59227
8. Noise margin: -0.6 / 7.1
9. Line attenuation: 18.8 / 14.2
10. Signal attenuation: 18.7 / 14.4
11. Data sent/received: -

Note a negative margin, and attainable rate dropped like a stone, normally around 72mb.

[#5]

Yet another totally bizarre resync. Upstream attainable just under 50mb!!!!!!!
. DSL uptime: 0 days, 02:00:09
6. Data rate: 9999 / 54933
7. Maximum data rate: 43188 / 71785
8. Noise margin: 16.0 / 10.6
9. Line attenuation: 18.8 / 14.1
10. Signal attenuation: 17.6 / 14.3
11. Data sent/received: 256.5 MB / 3.2 GB
12. Broadband username:

Also bt speed test reports only 4mb throughput. Fast.com 45mb

[#6]

Hey @penfold,

Thanks for letting us know you've tried though troubleshooting steps.

I've checked over the RADIUS connection logs this side and it does look like you had a few drop outs yesterday and Saturday.

I can see you have since raised a fault support ticket here, for now we can see the connection has stabilised and you are currently within the speeds estimated for your line. If you notice further drop out please give us a nudge here and we'll progress this further for you.

Thanks.

[#7]

Thanks. The sync never changes and is a lways within estimates for the line, but this is the issue. Lots of drops all of a sudden and then some stability, then drops again. It's a bit irritating. Also, can you post up the gea line test as the attainable upstream seems odd... Does the gea test give attainable rates. Even though its stable, any suggestions. The only thing I am doing, is moving to a surge protected extension, as the router is currently plugged into a normal extension socket, with a couple of other things.

[#8]

Down twice again this evening already. Stats changed again...
Data rate: 9999 / 54933
7. Maximum data rate: 19484 / 67576
8. Noise margin: 20.7 / 9.5
9. Line attenuation: 18.7 / 14.0
10. Signal attenuation: 18.5 / 14.3
11. Data sent/received:

Max data rates again not consistent. This issue has been going on long enough, on and off over a year or so, with no real resolution. This is likely a d side intermittent issue, and I want it sorted now. I believe I have done as much testing internally as I can, and have been as patient as possible. I will update the ticket.
Are there any more detailed line stats or historical data we can get for this line?

[#9]

Stats after most recent resync
5. DSL uptime: 0 days, 00:02:41
6. Data rate: 9999 / 54933
7. Maximum data rate: 3187 / 37500
8. Noise margin: -3.0 / -0.8
9. Line attenuation: 18.8 / 14.0
10. Signal attenuation: 17.4 / 14.3
11. Data sent/received: 446.0 MB / 5.6 GB
12. Broadband username:

Obviously a problem..... Negative snr.....

[#10]

And now

DSL uptime: 0 days, 00:02:03
6. Data rate: 9999 / 54933
7. Maximum data rate: 25365 / 72803
8. Noise margin: 22.5 / 10.9
9. Line attenuation: 17.7 / 14.1
10. Signal attenuation: 17.5 / 14.1
11. Data sent

[#11]

Looks like dlm has started to intervene now. Must have had almost 20 drops since 6. 30 this evening.
Data rate: 9999 / 49771
7. Maximum data rate: 22910 / 69035
8. Noise margin: 14.3 / 11.4
9. Line attenuation: 18.8 / 14.0
10. Signal attenuation: 18.7 / 14.3
11. Data sent/received:
Snr at sync is now 11.9, rather than 9

[#12]

Engineer came out weds. Decent bloke. Testing found a minor fault around 25m from the socket, he thought lily the pole. Changed the module on the pole, and remade the connection at the drop wire on the house. He then went and did something at the cab, don't know what. Stable for a day, then at around 16.30 Thursday the router just couldn't HD a connection for more than a couple of min. It finally stabalised astound 18.30, but at a lower sync rate. Likely DLM has finally intervened. It been stable for over a day now, but there is still likely to be a fault in my opinion. Could this be electrical noise in the house, or maybe a further line fault. Not sure if the fibre cab was accessed,?? Is this a port fault.... Can you look at my radius, and run another gea test. Stats currently

DSL uptime: 1 days, 09:06:30
6. Data rate: 9542 / 46901
7. Maximum data rate: 27392 / 72924
8. Noise margin: 18.4 / 12.6
9. Line attenuation: 17.8 / 14.1
10. Signal attenuation: 17.6 / 14.1
11. Data sent/received:

[#13]

Hi @penfold,

Thank you for getting back in touch, I'm sorry that you're still having connection problems following the work that was done by the engineer on Wednesday.

I can see from your connection log that there have been a number of drops since this visit, particularly on Thursday as you've mentioned.

We'll need to arrange another engineer visit so that this can be investigated further. Please can you reply to the ticket here with your availability. If you get back in touch on here once we've done this, we'll pick this back up and get that booked for you. I've also included a copy of the engineer notes from the last visit, as requested.

[#14]

Thanks Emily. To be honest I am not sure what is going on with the issue. Since Thursday, when it reduced at a lower level it has been much more stable. The resync this morning early on, increased the DS sync, was thus DLM intervening again??. I switched off the electricity Saturday afternoon to do some work on electricity in the house. When turned back on it was the exact same sync as before turned off, until this morning when it has gone up. Current stats are below. Could you run a gea test to see my profile please if possible.

DSL uptime:	0 days, 14:51:01
6. Data rate:	9542 / 52512
7. Maximum data rate:	26935 / 72571
8. Noise margin:	18.2 / 10.9
9. Line attenuation:	17.8 / 14.1
10. Signal attenuation:	17.6 / 14.1
11. Data sent/received:	534.9 MB

[#15]

Hi @penfold,

Thanks for getting back to us with this information. I've tested the line this afternoon and I can see that you're currently receiving a sync speed of 52.5Mbps download and the profile is properly setup. In addition to this, the connection has stabilised since we last checked, with only one drop since Saturday afternoon. It may be worth keeping an eye on how things go from your end of things and if any further drops occur, please report them here and we'll pick this back up for review.