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Dropping connection

sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Dropping connection

Hi

Please can someone check my line stats.

It was all working fine, however since a phone fault on my line a few weeks ago I have noticed that my connection keeps dropping.

I have not changed anything since the issues I had in Feb this year.

Thank you
17 REPLIES 17
Plusnet Help Team
Plusnet Help Team
Posts: 1,461
Thanks: 250
Fixes: 49
Registered: ‎26-03-2018

Re: Dropping connection

Hi @sep9001 

 

I can see that there has been a few drops in connection over the past couple of days. I've tested your circuit and I am unable to locate any faults which would cause this to happen. 

 

Can you confirm if you are currently connected to your test socket as per the info held here ?

 

Thanks, 

MoR

 

 

 

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 MoR
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Morning @MasterOfReality,

Thank you for looking into my issue.

I am connected to the master socket, not the test socket within the master socket.

I do not have any extensions, and have not changed my setup for a while.

Regards
Plusnet Help Team
Plusnet Help Team
Posts: 1,461
Thanks: 250
Fixes: 49
Registered: ‎26-03-2018

Re: Dropping connection

Hi @sep9001 

 

Could you possibly connect to the test socket as this is the best possible connection point in the premise and will give the least possibility of drops in service.

 

Let us know how the connection is after roughly 24 hrs set up in this way. 

 

Thanks, 

MoR

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 MoR
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi @MasterOfReality,

 

Sorry for the delay in replying. The connection seem to have become stable so I though I would leave it, but then it dropped again after a few days. I have switched the connection to the test socket yesterday evening and will see how it goes and update the thread if it drops in the next day or so.

Thank you again for the help and support you all give to the forums.

Plusnet Help Team
Plusnet Help Team
Posts: 1,399
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Registered: ‎26-03-2018

Re: Dropping connection

Hi @sep9001,

 

Thank you for getting back in touch. I'm sorry to hear that your connection dropped again after remaining stable for a few days. Please let us know if you experience any further connection problems now that the router is connected to the test socket.

 

Regards,
Emily

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 Emily D
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi 

 

System Up Time 97:33:41
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoE 198359 512367 0 7721 46202 03:42:24
LAN1 1000M/Full 17156625 16942931 0 6511 9514 97:32:57
LAN2 Link down
LAN3 Link down
LAN4 Link down
WLAN b/g/n 600M 2182251 2129568 0 5636 4174 97:32:25
WLAN a/n/ac -- -- -- -- -- -- --

 

VDSL Link Downstream Upstream
Link Rate 54229 Kbps 753 Kbps
Line Attenuation D0( 14.7) D1( 39.5) D2( 62.5) dB U0( 6.7) U1(N/A) U2(N/A) U3(N/A) U4(N/A) dB
Noise Margin D0( 6.6) D1( 6.2) D2( 6.9) dB U0( 19.9) U1(N/A) U2(N/A) U3(N/A) U4(N/A) dB

 

Please let me know if you require any additional informaiton or if you need me to complete any more test.

 

I will be re-booting the router in a bit and will then plug everything the normal way (not into the test socket).

Thank you

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,502
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Registered: ‎11-01-2018

Re: Dropping connection

 

Hi @sep9001

 

I've rechecked your line and there's an impairment or issue close to your premises that is going to need engineer intervention.

 

Could you please raise a fault here and we'll get this escalated for you?

 

Best wishes

 

Dave

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 Dave G
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi @RandallFlagg 

Sorry me again.

I though the issues had been resolved, but just wanted to wait for a month to make sure it was all working fine. 

It had been working fine for about 24/25 days, and then it happened again. I have had a number of drop out over the last few days.

Please can someone check if the issues has re-appeared? I have not changed any setting at home so not sure why it has happened again.

Thank you

Plusnet Help Team
Plusnet Help Team
Posts: 1,502
Thanks: 290
Fixes: 51
Registered: ‎11-01-2018

Re: Dropping connection

 

Hi @sep9001

 

Here's a visual of your connection over the last 30 days.

 

I've tested your line and there are no external faults present.

 

I'd suggest getting your router into the test socket and then monitoring the situation from there. If things don't improve and we can see the drops from this side, it may be worth raising a new fault.

 

Best wishes

 

Dave

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 Dave G
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Thank you @RandallFlagg,

I moved the connection to the test socket at around 11am today (03/08/2019) and I can see that around 12ish it disconnected and reconnected, and then again at 12:30 ish.

 


[Time synchronized with NTP server 0.uk.pool.ntp.org] Saturday, August 03,2019 12:28:30
[Internet connected] IP address: 91.125.174.170 Saturday, August 03,2019 12:28:17
[DSL: Up] Saturday, August 03,2019 12:27:12
[Internet disconnected] Saturday, August 03,2019 12:26:52
[DSL: Down] Saturday, August 03,2019 12:26:42
[Time synchronized with NTP server 0.uk.pool.ntp.org] Saturday, August 03,2019 12:13:55
[Internet connected] IP address: 91.125.174.170 Saturday, August 03,2019 12:13:45
[DSL: Up] Saturday, August 03,2019 12:12:39
[DSL: Down] Saturday, August 03,2019 12:12:09
[DSL: Up] Saturday, August 03,2019 12:11:29
[DSL: Down] Saturday, August 03,2019 12:10:59
[DSL: Up] Saturday, August 03,2019 12:09:59
[DSL: Down] Saturday, August 03,2019 12:09:29
[DSL: Up] Saturday, August 03,2019 12:08:48
[Internet disconnected] Saturday, August 03,2019 12:08:28
[DSL: Down] Saturday, August 03,2019 12:08:18
[Time synchronized with NTP server 0.uk.pool.ntp.org] Saturday, August 03,2019 12:06:42
[Internet connected] IP address: 91.125.174.147 Saturday, August 03,2019 12:06:31
[DSL: Up] Saturday, August 03,2019 12:05:58
[DSL: Down] Saturday, August 03,2019 12:05:28
[DSL: Up] Saturday, August 03,2019 12:05:08
[Internet disconnected] Saturday, August 03,2019 12:04:48
[DSL: Down] Saturday, August 03,2019 12:04:38
[Time synchronized with NTP server 0.uk.pool.ntp.org] Saturday, August 03,2019 11:00:09
[Internet connected] IP address: 91.125.174.170 Saturday, August 03,2019 10:59:58
[DSL: Up] Saturday, August 03,2019 10:59:26
[Internet disconnected] Saturday, August 03,2019 10:57:05
[DSL: Down] Saturday, August 03,2019 10:56:55

 

Not sure if the above help. I will leave it connected to the test socket and see how it goes.

 

Thank you

Plusnet Help Team
Plusnet Help Team
Posts: 1,005
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Registered: ‎07-12-2017

Re: Dropping connection

Hi @sep9001, thanks for updating us. As there's still drops occurring I'd advise raising a new fault here to us, let us know once you've done this so we can pick it up for you.

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 Lauren Barry
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi @LaurenB 

 

Thank you for picking up the thread. I have raised a new ticket.

How do I go about finding out what has caused this issue and the previous one please?

I do not think I have had steady connection for one full month since I have switched across to Fibre and would like to see why this has been happening.

Thank you

 

Sorry just to add I have had a few disconnections since Saturday whilst plugged into the test socket, I will now move it back to the normal connection.

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Plusnet Help Team
Plusnet Help Team
Posts: 868
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Registered: ‎26-03-2018

Re: Dropping connection

Hi @sep9001,

I'm sorry to hear that you've experienced these issues. I've raised a response to your fault ticket now, which can be viewed here. Please let us know once you've had the chance to respond to the ticket and we'll be happy to pick this back up for further review.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
sep9001
Grafter
Posts: 27
Thanks: 2
Registered: ‎13-11-2017

Re: Dropping connection

Hi @TheMightyAJ,

I am sorry I closed the other call in error. A new one has been raised and I have replied to it.

Thank you