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Excellent speed after upgrade but experiencing frequent disconnects.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Thanks for getting back to us @THP155

We've just updated the open fault with confirmation of the engineer visit.

Let us know how you get on after the visit

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 Matthew Wheeler
 Plusnet Help Team
THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

HI @MatthewWheeler   I have just updated the ticket following engineer visit.  I'm not convinced that very much has really happened.

Plusnet Help Team
Plusnet Help Team
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

All updated for you on the ticket @THP155.

 

Thanks.

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 Maddy S
 Plusnet Help Team


THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Thanks for that Mads.  We'll have a look at the engineer notes when they arrive and take it from there. BTW, the line has already dropped at least 3 times since the engineer visit and the router is still showing fast path, so interleaving has not been applied (don't really want it anyway).

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Thanks for getting back to us @THP155

We've had the engineers notes back and they've confirmed that the engineer's theory is the speeds are too fast for the line to support

Interestingly according to our supplier's profile interleaving is applied and on a high level too so it's bizarre the router isn't showing this.

It may be that the profile on our supplier's end is out of date so I'll check this tomorrow for you.

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 Matthew Wheeler
 Plusnet Help Team
THP155
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

OK @MatthewWheeler  thanks a lot.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Thanks for your patience @THP155

I've checked one of our supplier's systems this morning and I can see your profile has now changed to "Downstream: 0.128M-80M with Retransmission (High). Upstream: 0.128M-20M with no error protection" which confirms interleaving has been removed and replaced with retransmission.

They're both similar in the fact they're there to correct errors on the line but Retransmission doesn't have as big an effect on latency as interleaving does.

I'd recommend monitoring the connection over the next couple of days to see if the drops increase or if settles down

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 Matthew Wheeler
 Plusnet Help Team
THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Hi @MatthewWheeler .  Thanks for checking and the explanation.  I agree that monitoring for a few days is a good idea.  Let's leave it over the weekend and have a look at a RADIUS graph on Monday if that's OK.  Thanks for all the help so far.  I can see that the line has recently dropped again so we could be in for the long haul on this one!!

THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Dear Team

 

Thanks for the update on the ticket. I have updated it as well.  Regards

Plusnet Help Team
Plusnet Help Team
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

Hi @THP155, I have picked up the ticket and added a reply for you.

 

Please do get back to us if you have any further queries in the meantime.

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 Lauren Barry
 Plusnet Help Team
THP155
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

HI @LaurenB thanks for the update.  I have added more to the ticket.  Thanks

Plusnet Help Team
Plusnet Help Team
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

Cheers, I've just replied back to the ticket for you. 

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 Adam Walker
 Plusnet Help Team
THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Hi @adamwalker thanks for the update.  I have added to the ticket. 

Plusnet Help Team
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Re: Excellent speed after upgrade but experiencing frequent disconnects.

 

Thanks @THP155

 

Lets see what Thursday brings and go from there.

 

Best wishes

 

Dave

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 Dave G
 Plusnet Help Team
THP155
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Registered: ‎04-09-2019

Re: Excellent speed after upgrade but experiencing frequent disconnects.

Hi Team

 

I have updated the ticket.  Please could you run a GEA test and put up a RADIUS graph.  Many thanks.