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Help with ongoing disconnects

feenix
Newbie
Posts: 4
Registered: 22-02-2013

Help with ongoing disconnects

My line used to be stable. When I first joined Plusnet it was great, very occasional disconnects, couple of times a month if that.

Then the phone line started to crackle and I'd get drops in the connection. This was months ago. Since having a tech out to sort the phone line I've had ongoing issues with line stability. It disconnects multiple times daily. There's no pattern that I can see. It's just random. I couldn't really keep a tab on it as I was running an ECI modem and Netgear R7000.

Plusnet/Openreach replaced the ECI modem with another.

Just the same.

And replaced it again.

Just the same.

I've now been issued with a Plusnet hub one. Aaaand it's just the same.

Each time a tech comes out they bung on their meter, says there's a few errors but nothing to worry about and leave as "it isn't doing it right now"  Which it won't. It disconnects and reconnects immediately.

They've apparently change the pairs, several times. One of the previous techs said he'd put me on the last available pair and put a "yellow ticket" on the pole. Last tech said he put me on a spare pair - not sure where that one came from.

 

The only oddity I can see from my end is the estimated line length. Is this accurate? Google maps reckons on 250m but the estimated line length is 550m

This is very frustrating. My line used to work great, fast speeds up and down and very little in the way of full on drop outs.

The line is still fast but isn't stable enough. Is there anything to be done? Or do I just have to suck it up?

 

I've attached the last WAN log from the hub.

2 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 12,982
Thanks: 141
Fixes: 46
Registered: 27-04-2007

Re: Help with ongoing disconnects

Hi there,

 

I can see that the last engineer that visited opened a REIN case and we're currently waiting for an update on this. Hopefully that should get some clarity on the cause of the issue for us.

 

You should see a further update to ticket 154420902 soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
feenix
Newbie
Posts: 4
Registered: 22-02-2013

Re: Help with ongoing disconnects

Thanks for the update on the REIN case.

Oh yeah, there was none.

 

Still disconnecting..

 

20:52:14, 28 Sep. (1597152.330000) WAN operating mode is VDSL
20:52:14, 28 Sep. (1597152.330000) Last WAN operating mode was VDSL
20:52:12, 28 Sep. (1597150.660000) PPP IPCP Receive Configuration ACK
20:52:12, 28 Sep. (1597150.650000) PPP IPCP Send Configuration Request
20:52:12, 28 Sep. (1597150.640000) PPP IPCP Receive Configuration NAK
20:52:12, 28 Sep. (1597150.640000) PPP IPCP Send Configuration ACK
20:52:12, 28 Sep. (1597150.640000) PPP IPCP Receive Configuration Request
20:52:12, 28 Sep. (1597150.630000) PPP IPCP Send Configuration Request
20:52:11, 28 Sep. (1597149.140000) PPPoE is up -​ Down Rate=66918Kbps, Up Rate=19978Kbps; SNR Margin Down=7.6dB, Up=10.7dB
20:52:11, 28 Sep. (1597149.130000) CHAP authentication successful
20:52:11, 28 Sep. (1597149.040000) CHAP Receive Challenge
20:52:11, 28 Sep. (1597149.040000) Starting CHAP authentication with peer
20:52:11, 28 Sep. (1597149.040000) PPP LCP Receive Configuration ACK
20:52:11, 28 Sep. (1597149.030000) PPP LCP Send Configuration Request
20:52:11, 28 Sep. (1597149.030000) PPP LCP Receive Configuration Reject
20:52:11, 28 Sep. (1597149.030000) PPP LCP Send Configuration ACK
20:52:11, 28 Sep. (1597149.030000) PPP LCP Receive Configuration Request
20:52:11, 28 Sep. (1597149.020000) PPP LCP Send Configuration Request
20:51:20, 28 Sep. (1597098.350000) PTM over DSL is up
20:50:45, 28 Sep. (1597063.530000) PTM over DSL is down after 1891 minutes uptime
20:50:45, 28 Sep. (1597063.530000) PPPoE is down after 1890 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
20:50:42, 28 Sep. (1597060.530000) PPP LCP Send Termination Request [User request]
13:20:33, 27 Sep. (1483653.930000) WAN operating mode is VDSL
13:20:33, 27 Sep. (1483653.930000) Last WAN operating mode was VDSL
13:20:31, 27 Sep. (1483652.190000) PPP IPCP Receive Configuration ACK
13:20:31, 27 Sep. (1483652.180000) PPP IPCP Send Configuration Request
13:20:31, 27 Sep. (1483652.170000) PPP IPCP Receive Configuration NAK
13:20:31, 27 Sep. (1483652.170000) PPP IPCP Send Configuration ACK
13:20:31, 27 Sep. (1483652.160000) PPP IPCP Receive Configuration Request
13:20:31, 27 Sep. (1483652.110000) PPP IPCP Send Configuration Request
13:20:30, 27 Sep. (1483650.540000) PPPoE is up -​ Down Rate=66918Kbps, Up Rate=19978Kbps; SNR Margin Down=7.5dB, Up=10.3dB
13:20:30, 27 Sep. (1483650.520000) CHAP authentication successful
13:20:30, 27 Sep. (1483650.410000) CHAP Receive Challenge
13:20:30, 27 Sep. (1483650.410000) Starting CHAP authentication with peer
13:20:30, 27 Sep. (1483650.410000) PPP LCP Receive Configuration ACK
13:20:30, 27 Sep. (1483650.400000) PPP LCP Send Configuration Request
13:20:30, 27 Sep. (1483650.400000) PPP LCP Receive Configuration Reject
13:20:30, 27 Sep. (1483650.400000) PPP LCP Send Configuration ACK
13:20:30, 27 Sep. (1483650.390000) PPP LCP Receive Configuration Request
13:20:30, 27 Sep. (1483650.390000) PPP LCP Send Configuration Request
13:19:39, 27 Sep. (1483599.790000) PTM over DSL is up
13:19:04, 27 Sep. (1483565.170000) PTM over DSL is down after 484 minutes uptime
13:19:04, 27 Sep. (1483565.170000) PPPoE is down after 483 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
13:19:02, 27 Sep. (1483562.240000) PPP LCP Send Termination Request [User request]
05:15:34, 27 Sep. (1454556.580000) WAN operating mode is VDSL
05:15:34, 27 Sep. (1454556.580000) Last WAN operating mode was VDSL
05:15:33, 27 Sep. (1454555.210000) PPP IPCP Receive Configuration ACK
05:15:33, 27 Sep. (1454555.210000) PPP IPCP Send Configuration Request
05:15:33, 27 Sep. (1454555.200000) PPP IPCP Receive Configuration NAK
05:15:33, 27 Sep. (1454555.200000) PPP IPCP Send Configuration ACK
05:15:33, 27 Sep. (1454555.190000) PPP IPCP Receive Configuration Request
05:15:33, 27 Sep. (1454555.190000) PPP IPCP Send Configuration Request
05:15:32, 27 Sep. (1454553.980000) PPPoE is up -​ Down Rate=66918Kbps, Up Rate=19978Kbps; SNR Margin Down=7.4dB, Up=10.7dB
05:15:32, 27 Sep. (1454553.970000) CHAP authentication successful
05:15:31, 27 Sep. (1454553.800000) CHAP Receive Challenge
05:15:31, 27 Sep. (1454553.800000) Starting CHAP authentication with peer
05:15:31, 27 Sep. (1454553.800000) PPP LCP Receive Configuration ACK
05:15:31, 27 Sep. (1454553.790000) PPP LCP Send Configuration Request
05:15:31, 27 Sep. (1454553.790000) PPP LCP Receive Configuration Reject
05:15:31, 27 Sep. (1454553.790000) PPP LCP Send Configuration ACK
05:15:31, 27 Sep. (1454553.780000) PPP LCP Receive Configuration Request
05:15:31, 27 Sep. (1454553.780000) PPP LCP Send Configuration Request
05:14:41, 27 Sep. (1454503.880000) PTM over DSL is up
05:14:07, 27 Sep. (1454469.520000) PTM over DSL is down after 33 minutes uptime
05:14:07, 27 Sep. (1454469.510000) PPPoE is down after 32 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
05:14:04, 27 Sep. (1454466.780000) PPP LCP Send Termination Request [User request]
04:41:34, 27 Sep. (1452516.790000) WAN operating mode is VDSL
04:41:34, 27 Sep. (1452516.790000) Last WAN operating mode was VDSL
04:41:33, 27 Sep. (1452515.420000) PPP IPCP Receive Configuration ACK
04:41:33, 27 Sep. (1452515.410000) PPP IPCP Send Configuration Request
04:41:33, 27 Sep. (1452515.400000) PPP IPCP Receive Configuration NAK
04:41:33, 27 Sep. (1452515.400000) PPP IPCP Send Configuration ACK
04:41:33, 27 Sep. (1452515.400000) PPP IPCP Receive Configuration Request
04:41:33, 27 Sep. (1452515.400000) PPP IPCP Send Configuration Request
04:41:32, 27 Sep. (1452514.200000) PPPoE is up -​ Down Rate=66918Kbps, Up Rate=19978Kbps; SNR Margin Down=7.4dB, Up=10.7dB
04:41:32, 27 Sep. (1452514.190000) CHAP authentication successful
04:41:32, 27 Sep. (1452514.070000) CHAP Receive Challenge
04:41:32, 27 Sep. (1452514.070000) Starting CHAP authentication with peer
04:41:32, 27 Sep. (1452514.060000) PPP LCP Receive Configuration ACK
04:41:32, 27 Sep. (1452514.060000) PPP LCP Send Configuration Request
04:41:32, 27 Sep. (1452514.050000) PPP LCP Receive Configuration Reject
04:41:32, 27 Sep. (1452514.050000) PPP LCP Send Configuration ACK
04:41:32, 27 Sep. (1452514.050000) PPP LCP Receive Configuration Request
04:41:32, 27 Sep. (1452514.050000) PPP LCP Send Configuration Request
04:40:42, 27 Sep. (1452464.170000) PTM over DSL is up
04:40:07, 27 Sep. (1452429.890000) PTM over DSL is down after 1018 minutes uptime
04:40:07, 27 Sep. (1452429.890000) PPPoE is down after 1017 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
04:40:05, 27 Sep. (1452427.130000) PPP LCP Send Termination Request [User request]
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