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Intermittent failures after 4pm each day - since installation

mrterryparke
Hooked
Posts: 9
Registered: ‎10-03-2021

Intermittent failures after 4pm each day - since installation

Since installation over a month ago, my Plusnet service has been failing intermittently after roughly 4pm every day. Everything works fine during the day.
We have had an Openreach validate the line and find no issues.  A new router proved to increase the frequency of failures, so reverted back to the original.  A new filtered power supply has been used and no local (in house) power fluctuations can be linked with the outages.
Plusnet havent been able to identify a fix and have not been proactive in managing this issue - only reacting when i call.

We had been working with BT for the past 18 months without issue.

In my limited knowledge, it feels like maybe a contention issue or something to do with the busier times of the day.

Anyone seen similar issues?  Suggestions on what Plusnet could do next?

 

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17 REPLIES 17
jab1
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Registered: ‎24-02-2012

Re: Intermittent failures after 4pm each day - since installation

@mrterryparke Welcome to the forums. First question, as the possible remedies are  different - are you definitely on ADSL and not FTTC?

John
corringham
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Re: Intermittent failures after 4pm each day - since installation

When you say the service is failing, do you mean the DSL is dropping connection, or that it becomes unresponsive (e.g. devices report "no internet")? 

Is it for a minute or two (while the connection restes) or for a protracted period (an hour or two)?

mrterryparke
Hooked
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Registered: ‎10-03-2021

Re: Intermittent failures after 4pm each day - since installation

I am on ADSL (i live in a small village), 900m from a green box, 4km from the nearest exchange i believe.

The connection seems to drop, the Plusnet router starts flashing orange and will go through its reconnection process for approx 3mins. It will then reconnect (light turn blue) and all is working again.

Some days it then works for approx 10mins before failing again.  sometimes it fails a hour later.

But everyday its generally fine up to 4pm....and after that time it is a lottery for how long it works for, until around 10pm.  Not sure after that point as i am in bed.

Has been failing like this on a daily basis since installation.

jab1
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Re: Intermittent failures after 4pm each day - since installation

@mrterryparke Sorry - I had to ask the question, but some people on FTTC post on this board, and then when we attempt to help them, they complain our suggestions don't work - they won't, because of the different technology involved.

From what you say in your original post, it appears to be a failure in the BTOR network. It would be useful if you could get PN to send you a copy of the 'Visual Radius Log' to confirm this. The behaviour you mention is not contention - it is network related, but only the VR log will confirm this.

John
mrterryparke
Hooked
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Registered: ‎10-03-2021

Re: Intermittent failures after 4pm each day - since installation

Here is a VR from 24th Feb

 

mrterryparke
Hooked
Posts: 9
Registered: ‎10-03-2021

Re: Intermittent failures after 4pm each day - since installation

other info from my plusnet ticket

 

** INTERNAL **

KBD
 
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 74.7 Mbps
Upstream Speed 10.7 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Radio Frequency Ingress Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Detected
Estimated Line Length In Metres 682.9
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Very Good
Interference Pattern Regular Interference Observed Daily
Service Impact Retrains Observed
Interference Duration Longest Occurrence From02:15to02:30
Interference Location Unknown
Interference Observed In Days 9
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, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2021-02-11T13:45:00
Parameters MIN MAX AVG
Down Stream Line Rate 66.2 Mbps 75.1 Mbps 71.1 Mbps
Up Stream Line Rate 9.3 Mbps 10.8 Mbps 10.5 Mbps
Up Time 463.0 Sec 900.0 Sec 893.0 Sec
Retrains 0.0 3.0 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 2021-02-24T13:09:13Z 2021-02-24T13:24:13Z
Ingress Code Violation 0 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

GEA Test Detail
Circuit ID NA Service ID BBEU39145189
jab1
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Re: Intermittent failures after 4pm each day - since installation

Thanks for that - it proves what I have said - a network problem, nothing to do with contention at all.

By the way, that KBD indicates you are on FTTC - Not ADSL.

John
mrterryparke
Hooked
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Re: Intermittent failures after 4pm each day - since installation

ah,

i just know i am on a copper link to my house, thanks for looking and advising.

 

jab1
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Registered: ‎24-02-2012

Re: Intermittent failures after 4pm each day - since installation

FTTC = Fibre To The Cabinet, with copper from the DP to your house.

John
mrterryparke
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Registered: ‎10-03-2021

Re: Intermittent failures after 4pm each day - since installation

at least ive learnt something, cheers

dvorak
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Re: Intermittent failures after 4pm each day - since installation


Moderators Note


This topic has been moved from ADSL Broadband to Fibre

Customer / Moderator
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If it fixed it click 'This fixed my problem'
escsanji
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Registered: ‎11-03-2021

Re: Intermittent failures after 4pm each day - since installation

Having very similar problem, so far no real solution from Plusnet, will be interested to see if either our situtaion improves and how

mrterryparke
Hooked
Posts: 9
Registered: ‎10-03-2021

Re: Intermittent failures after 4pm each day - since installation

Plusnet techies have advised they have made config changes today.  Will wait and see what happens tonight

jab1
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Re: Intermittent failures after 4pm each day - since installation

Good to hear, @mrterryparke  - but I assume they haven't said what they are, which is not useful?

John