Frequent disconnects + slow speeds
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- Re: Frequent disconnects + slow speeds
Frequent disconnects + slow speeds
06-06-2019 10:47 AM
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I've been getting frequent disconnects, 5 or six times the other night (that I noticed) and at least once or twice already this morning. Coupled with speeds of 1.10 Mbps down and 7.96 up... it's not good is it?
Any ideas what's going on? I work from home and this is pretty crippling.
ta
Re: Frequent disconnects + slow speeds
06-06-2019 11:54 AM - edited 06-06-2019 11:54 AM
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Hi @sw4mpl0rd,
I'm sorry that you're experiencing problems with your connection and for any inconvenience that this is causing you.
I can see from your connection log that it's been dropping more frequently than we'd expect:
However, testing your line hasn't picked up the cause of the connection issues from here:
GEA Test Detail | |||
Circuit ID | NA | Service ID | BBEUXXXXXXXXX |
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 | 45.6 Mbps | ||||
Upstream Speed | 12.0 Mbps | ||||
Appointment Required | N | ||||
Fault Report Advised | N | ||||
NTE Power Status | PowerOn | ||||
Voice Line Test Result | Pass | ||||
Bridge Tap | Detected | ||||
Radio Frequency Ingress | Not Detected | ||||
Repetitive Electrical Impulse Noise | Not Detected | ||||
Cross Talk | Not Detected | ||||
Estimated Line Length In Metres | 735.8 | ||||
Upstream Rate Assessment | Good | ||||
Downstream Rate Assessment | 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 | ||||
Profile Name | 0.128M-80M Downstream 5dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off | ||||
Time Stamp | 2019-05-24T11:45:00 |
Parameters | MIN | MAX | AVG |
Down Stream Line Rate | 46.2 Mbps | 51.3 Mbps | 48.1 Mbps |
Up Stream Line Rate | 11.7 Mbps | 12.2 Mbps | 12.1 Mbps |
Up Time | 795.0 Sec | 900.0 Sec | 899.4 Sec |
Retrains | 0.0 | 2.0 | 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 | 2019-06-06T10:25:05Z | 2019-06-06T10:40:05Z |
Ingress Code Violation | 2 | 0 |
Egress Code Violation | 0 | 0 |
Errored Seconds | 0 | 0 |
Severely Errored Seconds | 0 | 0 |
Unavailable Seconds | 0 | 0 |
We'll need to do some troubleshooting to try and narrow down the cause of the fault.
I'd recommend starting with basic checks here. If these checks don't resolve the problem, the next step would be to connect your router directly to the test socket, which is under the faceplate of your master socket and seeing if the connection stabilises This rules out internal wiring, face plates and extension sockets as being the cause. Please see the following guide for instructions on how to connect to the test socket. https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
Please let us know if you continue to experience problems with your connection when the router is connected to the test socket.
Re: Frequent disconnects + slow speeds
06-06-2019 12:05 PM
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Hi Emily,
I've gone through the checks and am now running though the test socket.
I'll let you know how it goes!
Thanks
Re: Frequent disconnects + slow speeds
06-06-2019 12:12 PM
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Thanks for running through the checks and for connecting the router to the test socket @sw4mpl0rd! Hopefully your connection will stabilise but please let us know if it doesn't.
Re: Frequent disconnects + slow speeds
06-06-2019 3:25 PM
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Still dropping while in the test socket.
Any thoughts?
Re: Frequent disconnects + slow speeds
06-06-2019 3:40 PM
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Hi @sw4mpl0rd,
I'm sorry to hear that your connection is still dropping. As our tests aren't picking up the cause of the problem from here and the troubleshooting checks have ruled out internal wiring issues, it's likely that we'll need to arrange an engineer visit so that this can be investigated further.
Please report the issue here and let us know when you've completed it. We'll then be able to progress this further for you.
Re: Frequent disconnects + slow speeds
06-06-2019 4:22 PM
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All done.
Will wait to hear back from you!
Re: Frequent disconnects + slow speeds
06-06-2019 5:06 PM
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Thank you for raising the fault. I've tested your line and the test still isn't picking up the cause of the dropping connection from here so we'll need to arrange an engineer visit so that this can be investigated further.
Please can you reply to the ticket here with your availability for an engineer? If you get back in touch on here once you've done this, we'll pick this back up and get your engineer booked for the earliest available suitable appointment.
Re: Frequent disconnects + slow speeds
09-06-2019 7:15 PM
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Have replied to the ticket.
Connection is dropping very frequently.
Can you see that this is happening?
Re: Frequent disconnects + slow speeds
10-06-2019 10:32 AM
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Re: Frequent disconnects + slow speeds
10-06-2019 10:35 AM
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Thanks for the update, Dave!
Re: Frequent disconnects + slow speeds
10-06-2019 12:32 PM
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Re: Frequent disconnects + slow speeds
10-07-2019 11:33 AM
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Hi again,
We had a few weeks where it all seemed pretty stable but the last few days we've have multiple drop-outs.
It's pretty bad now.
Can you look into this?
Re: Frequent disconnects + slow speeds
10-07-2019 12:06 PM
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Hi @sw4mpl0rd,
We can also see see the multiple connection drops in the last couple of days as shown below:
I would recommend to plug it into the test socket if you already have not done so. If it does not make any difference, please reply back to the fault ticket I updated on here.
Re: Frequent disconnects + slow speeds
11-07-2019 11:13 AM
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I have responded to the ticket, please keep me updated.
It's dropping out constantly at the moment
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