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Dropping connection at least one a day

Buttercream
Newbie
Posts: 2
Registered: ‎15-05-2021

Dropping connection at least one a day

Ever since I moved over to Plusnet 2 months ago, I have been getting at least 1 disconnection every single day. Sometimes more. This never happened on my previous ISP.

 

I am using the Plusnet router that was supplied to me. I have my router connected directly to the Master socket using a broadband cable.

4 REPLIES 4
jab1
Seasoned Hero
Posts: 7,319
Thanks: 2,485
Fixes: 74
Registered: ‎24-02-2012

Re: Dropping connection at least one a day

@Buttercream Welcome to the forums. Sight of your routers 'Help Desk' page - with any personal details removed/obscured would be a good start, unless a PN staffer gets in first and can supply an explanation.

John
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 19,316
Thanks: 6,520
Fixes: 1,076
Registered: ‎21-04-2017

Re: Dropping connection at least one a day

Thanks for your post @Buttercream 

I'm sorry for the issues with your connection.

I've tested your line today and the tests aren't showing any definitive issues but I can see the drops. I've made a change to the stability profile on your line to try to artificially stabilise things. The change I've put through will start to take effect as of Tuesday but it can take between 7 to 14 days before you notice a difference. 

Let us know how it goes though.

 

@jab1 wrote:

unless a PN staffer gets in first and can supply an explanation.

Yep. The line's on a 3dB SNRM target and the stability profile is Standard so I've bumped it up to Stable. 

For visibility and in the interest of community support, I've attached the test results below Smiley

GEA Test Detail
Circuit ID NA Service ID [redacted BBEU]
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 61.1 Mbps
Upstream Speed 10.8 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 759.3
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Downstream Policing Discard Rate 0.0
Customer Traffic Level Upstream and Downstream traffic detected
Technology VDSL
Current 15Min Bin Retrains 0
Last 15Min Bin Retrains 0
DP Type External
Profile Name 0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-05-02T16:00:00
Parameters MIN MAX AVG
Down Stream Line Rate 63.6 Mbps 64.4 Mbps 64.1 Mbps
Up Stream Line Rate 10.8 Mbps 11.0 Mbps 10.9 Mbps
Up Time 804.0 Sec 900.0 Sec 899.7 Sec
Retrains 0.0 1.0 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 2021-05-15T14:30:09Z 2021-05-15T14:45:09Z
Ingress Code Violation 0 0
Egress Code Violation 1 0
Errored Seconds 1 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Here's a picture showing the connection logs over the last 7 days too:

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Buttercream
Newbie
Posts: 2
Registered: ‎15-05-2021

Re: Dropping connection at least one a day

I gave it another two weeks and the problem is still persisting.

adam945
Plusnet Help Team
Plusnet Help Team
Posts: 317
Thanks: 77
Fixes: 17
Registered: ‎01-12-2020

Re: Dropping connection at least one a day

Hi @Buttercream

 

Thank you for your response, and for allowing the connection to stabilise over a two week period. I've run another line test today and the results are coherent with those observed by Anoush two weeks ago. Again, the dropouts appear to be occurring on a 1-2 day basis. We'd be happy to raise this matter with our suppliers, however as there are no obvious faults on the line, it is likely that they'll want to send an engineer out.

 

That's great, but, if an engineer does come out, and finds an issue with the internal wiring, or finds no fault at all with the Openreach Network, a call out charge of £65.00 will be applied onto the account. We'd like to do everything we can to avoid this. So, please have a look at your internal wiring, all the way up to your Openreach Master Socket, to ensure that there is no visible damage. You can also take off the faceplate from your master socket, and connect your router directly into the test socket which lies behind it, please note that you'll require your ADSL filter to do this.

 

See how you get on for a couple of days, and if the problems persist, let us know and we'll get a fault raised, knowing full well that the main source of the issues are not within your domain.

 

-Adam - Plusnet Leeds

 Adam
 Plusnet Help Team - Leeds