Random internet connection drop outs

[#1]

Ah I see, you won't need a microfilter with the faceplate as that has a filter built in but to use the test socket you'll need a filter. You can use the same cable though as that'll go into the filter and in turn into the test socket.

[#2]

That's fine, i'll give that a go

So can you see any HEC / FEC errors on this router? as the web interface does not show me that level of detail?

As i want to know if the issue is with the HG612 or if the modem in the Plusnet router is still showing errors on the line?

As if we are still getting the errors and it move to the test socket, that would suggest a wiring issue, be it internal or external

Thanks

[#3]

No problem, diagnostics aren't showing any errors

I've attached our standard testing below:

GEA Test Detail

Circuit ID: N/A 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 72.8 Mbps Upstream Speed 19.1 Mbps Appointment Required N Fault Target Fix Time   Fault Report Advised N Estimated Line Length In Metres 393.9 Upstream Rate Assessment Very Good Downstream Rate Assessment Good Interference Pattern Regular Interference Observed Daily Service Impact Retrains Observed Interference Duration Longest Occurrence From17:15to17:30 Interference Location Customer Premise Interference Observed In Days 0 Home Wiring Problem Not Detected Downstream Policing Discard Rate 0.0 Customer Traffic Level Upstream and Downstream traffic detected Technology VDSL DP Type External Current 15Min Bin Retrains 0 Last 15Min Bin Retrains 0 NTE Power Status PowerOn Voice Line Test Result Pass Bridge Tap   Radio Frequency Ingress Not Detected Repetitive Electrical Impulse Noise Not Detected Cross Talk Not Detected Profile Name 0.128M-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off Time Stamp 2021-05-03T15:15:00 Parameters MIN MAX AVG Down Stream Line Rate 72.8 Mbps 79.9 Mbps 78.9 Mbps Up Stream Line Rate 19.9 Mbps 20.0 Mbps 19.9 Mbps Up Time 0.0 Sec 900.0 Sec 890.0 Sec Retrains 0.0 82.0 0.7 Current and Last 15 Minute Bin Performance Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins) Start Time Stamp 2021-05-16T13:45:09Z 2021-05-16T14:00:09Z Ingress Code Violation 0 0 Egress Code Violation 0 0 Errored Seconds 0 0 Severely Errored Seconds 0 0 Unavailable Seconds 0 0

And advanced testing also:

The DLM stability profile you're on is the middle one (not the fastest but not the most stable) so I could increase the stability profile which while you'd likely see a small reduction in sync speed, this may resolve the drops and improve the overall performance. Let me know if you'd want me to give that a go

[#4]

Hi,

Can you cancel the OpenReach engineer for now?

I've changed the face plate with a new one and i've used a new cable from the socket to the modem

The line sync rate is showing 72 down and 20 up and a speed test is 66 down and 18 up

No errors showing now currently

I'll continue to monitor and if necessary i'll raise a new ticket.

Do you need me to update the ticket or can you do it?

Thanks

[#5]

Hello, no problem and sounds good.

From what I can see we haven't booked an engineer visit, the ticket's been passed to you awaiting for your availability for one. It'll stay open for the next 14 days before closing automatically so you can reply to the ticket in the meantime if needed.

If there are further issues feel free to post back or raise a new fault ticket at faults.plus.net (if the existing one's closed)

[#6]

Hi,

So for whatever reason my connection has been stable until around 4pm today

Also the router still shows a sync of 72 down and 20 up, however a speed test and my account shows 65 down, which is now also below the minimum guaranteed speed.

This is what started to happen last time and it took an Openreach engineer to resolve it externally to my house.

So would it be possible to have an Openreach engineer to investigate the line sync issues and stability again and also what would it take to organise having the master socket moved?

When we bought the house, the house builders decided to put it in the hallway, which does not work and we have to run the phone cable into another room. I would like the socket relocating into that other room, which also happens to be at the front of the house. Can that be arranged?

Thanks

[#7]

Thank you for your response, and I;m sorry to hear that your connection issues have continued.

I've run some tests on the line, and the drop outs are apparent on our end. I've tried to call you a moment ago to arrange an engineer appointment but have not been able to get through. Please give our Technical Support Team a call on 0800 432 0200 and we'll be more than happy to get this booked in for you.

In regards to a master socket relocation, our Provisioning Team would be able to process this for you, however a call out charge of £160.00 would need to be taken prior to arranging the appointment. If you'd like to proceed with this, please give us a call.

-Adam - Plusnet Leeds

[#8]

Hi Adam,

In that case i'll just stick to having an engineer come and resolve the line sync / speed / error issue

£160 is a lot of money to move a socket

I'll update my existing ticket for an engineer to attend

Thanks

[#9]

Hi, for some reason it won't let me edit my previous post

I have swapped my HG612 modem for a Billion 8800NL R2

Looking at the logs, it reports the following

G.INP Mode = Disabled

G.Fast Mode = Disabled

I don't know if either of these should be enabled

My line speed is now between 57-59 Mbps for reference

Thanks

[#10]

So i have reconnected my HG612 3B modem and i certainly get a better sync, throughput is only slightly faster

i have attached a log from the modem, before the issues started, the modem was syncing at 77 down and 36 up.