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No sync issue on FRITZ!Box 7490

FIXED
tomve
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎18-07-2019

Re: No sync issue on FRITZ!Box 7490

Unfortunately that didn't last...

Yesterday afternoon around 15:00 the connection disappeared again and I haven't been able to sync again since (I tried it with both the FRITZ!Box and the Zyxel).

I did do a DSL line test from the FRITZ!Box settings and that completes with the following:

The DSL connection test was successful over the first 200 meters. A problem may be located on a further segment of the connection to your DSL provider. If the connection problem persists, contact your DSL provider.

I just tried to open a new fault ticket for this, as suggested earlier in this topic, but on https://faults.plus.net/ it shows me this message:

Broadband Troubleshooter Unavailable

There is currently a fault open in our systems for your line. This may be as a result of an old fault, or a system error.

A problem has been raised, and will be investigated by our developers. In the meantime, if you're still having problems with your broadband please give us a call.

I can only see my previously closed tickets in the portal, so not sure what the status or the ticket number for it is?

Plusnet Help Team
Plusnet Help Team
Posts: 13,841
Thanks: 4,289
Fixes: 689
Registered: ‎21-04-2017

Re: No sync issue on FRITZ!Box 7490

Thanks for getting back to us.

Sorry to see the issues have returned.

I can't see an open fault report on your account however I too can't report a new one, I imagine that may be due to the latest one 192013820 still being open on a back-end system even though it's showing as closed on the front-end.

I've manually raised a ticket for you to progress the fault that way instead: https://www.plus.net/wizard/?p=view_question&id=192336550 Let us know once you've responded with your availability for another engineer visit and we'll get this picked back up as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tomve
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎18-07-2019

Re: No sync issue on FRITZ!Box 7490

Thanks @Gandalf for creating the ticket. I've just responded there with availability.

As I mentioned in that reply as well, interestingly the connection has started syncing and connecting again from 14:45 today (according to the FRITZ!Box logs). But it does keep dropping and reconnecting it very often (I count 17 reconnections since that time so far).

I notice the new fault ticket was created at 14:46 and another GEA test was run before that.
It might be a coincidence, but I wonder whether that test has cleared something in the line somewhere that it has started syncing again?

Plusnet Help Team
Plusnet Help Team
Posts: 13,841
Thanks: 4,289
Fixes: 689
Registered: ‎21-04-2017

Re: No sync issue on FRITZ!Box 7490

No problem @tomve 

Looks like it's intermittent and we're still seeing a high resistance fault on the line so I've booked the engineer for the earliest slot of 23-07-2019 between 8am and 1pm. Let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tomve
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎18-07-2019

Re: No sync issue on FRITZ!Box 7490

Fix

So a quick update on what happened yesterday:

The Openreach engineer showed up yesterday morning and at that point the connection was working (after having been down for most of Monday). He did his line tests and although it was working, he did think the line seemed a bit noisy which could be a cause for the disconnections.

He then decided to have a look at the top of the telephone pole to which our line is connected, to see if he could swap it over to a spare line.
After he completed doing that (and wen to the cabinet to change it over there as well) he came back and re-ran his tests. The noise figures seemed a bit better, but not a huge improvement.
He then did a full profile reset (I believe this was the DLM profile he was referring to) and told me the connection should come back in about 10 minutes and over the next 7-10 days it should stabilise.

He then left, but about half an hour later he rang me back to say he had gone back to the cabinet, since he felt something wasn't quite right there and didn't want to leave it. He mentioned a potential issue with some of the fibre equipment in the cabinet (he didn't give too much detail here) and that he was liasing with one of his colleagues to see what needed to be done. He told me that everything on my end was fine, and that he would send a text once the work was completed in the cabinet.

Eventually I did get an automated text from Openreach telling me the work had been completed (about 3 hours after the engineer first arrived).
Since then the connection has been connected and stable, but I'll keep monitoring it over the next week.

Here are the latest DSL stats from the router:
Annotation 2019-07-24 081552.jpg

Some differences that I spotted were that G.INP now seems turned off and the carrier record has changed from A43 to A43c.

It does report quite a few errors at the bottom, but I'm not sure if that might be due to the DLM profile reset still doing its thing?

Moderator's note by Dick (Strat): Post released from Spam Filter.

Plusnet Help Team
Plusnet Help Team
Posts: 13,841
Thanks: 4,289
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Registered: ‎21-04-2017

Re: No sync issue on FRITZ!Box 7490

Hi @tomve thanks for getting back to us and I'm firstly sorry for the very delayed response, I've just been looking through old threads on here and I've noticed we've not replied to this. Looks like your post was stuck in the spam filter and when released it didn't come through to our internal system we use when responding to posts. 

So and better late than never... I've tested your line and everything looks OK from this side apart from your connection seems to be dropping consistently every morning at around 6am.

image15682265455284

If you're not aware of this do you have anything on a timer either around the router or in the router settings which may be triggering your router to reboot or resync itself each morning?

I've also attached a copy of our testing if you're interested:

GEA Test Detail
Circuit ID NA Service ID [redacted]
 
 
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 78.4 Mbps
Upstream Speed 20.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 362.9
Upstream Rate Assessment Very Good
Downstream Rate Assessment Very Good
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-80M Downstream 3dB, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-08-29T19:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 78.2 Mbps 79.9 Mbps 78.8 Mbps
Up Stream Line Rate 19.9 Mbps 20.0 Mbps 19.9 Mbps
Up Time 0.0 Sec 900.0 Sec 898.5 Sec
Retrains 0.0 4.0 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 2019-09-11T18:01:10Z 2019-09-11T18:16:10Z
Ingress Code Violation 1 0
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

Having said that, how are things from your side?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
tomve
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎18-07-2019

Re: No sync issue on FRITZ!Box 7490

Hi @Gandalf,

Yes, my connection has been completely fine since my last report when the Openreach engineer visited and fixed the issue.
The speed has since then stabilised to what it was before the issues started (as you can see from your tests), so all good here.

The daily connection drop you see is because my router is set up to reset the connection every morning at 6am, so that's to be expected and it isn't causing me any issues.

Plusnet Help Team
Plusnet Help Team
Posts: 13,841
Thanks: 4,289
Fixes: 689
Registered: ‎21-04-2017

Re: No sync issue on FRITZ!Box 7490

Cheers for getting back to me @tomve ah fair it’s good to see everything’s working OK for you now. Thumbs Up If you need any further help in the future you know where to find us. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team