Recent house move now getting regular internet connections drops - Question #194387565

[#1]

I am seeing regular internet drops at least three a day..

Router WAN log always reports the same message (reordered for easy reading)

03:19:06, 19 Nov. (913714.530000) PPP LCP Send Termination Request [User request]

03:19:09, 19 Nov. (913717.510000) PPPoE is down after 244 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]

03:19:09, 19 Nov. (913717.510000) PTM over DSL is down after 245 minutes uptime

03:21:03, 19 Nov. (913831.300000) PTM over DSL is up.

BTW performance tests (when working) reports the following

Download speed achieved during the test was - 37.13 Mbps
For your connection, the acceptable range of speeds is 40 Mbps-55.76 Mbps .
Additional Information:
IP Profile for your line is - 55.76 Mbps

Upload speed achieved during the test was - 7.05Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

3. Firmware version: Software version 4.7.5.1.83.8.263 Last updated 10/03/19
4. Board version: Plusnet Hub One
5. DSL uptime: 0 days, 11:03:53
6. Data rate: 8190 / 61377
7. Maximum data rate: 8190 / 68535
8. Noise margin: 5.8 / 6.9
9. Line attenuation: 33.5 / 22.9
10. Signal attenuation: 34.4 / 20.6

Prior to my house move my package was Unlimited Fibre Extra but now my package is Unlimited Fibre.

Can this be investigated please I appear unable to raise a fault through the portal as it thinks I have just raised a case!?

Dan.

[#2]

Hey @Dan_the_Van,

Thanks for getting in touch with us.

I'm sorry to hear you are experiencing drops in connection and I apologise for the frustration caused.

Those speeds that you are seeing at 80/20 rather than the 40/10 service, and within estimates for your line. I can see numerous drop outs on your service but no faults have been detected. With that in mind can you get your connection into the test socket and monitor from there?

If the issue persists please raise a fault via this link and let us know here once done.

Thanks.

[#3]

@Mads 

Thanks for you reply, I always use the test socket. 

As I stated in my post I can not run the test, I go to the screen which says

Thanks, you've given us all the information we need to investigate your problem

When I moved home I was NOT offered Unlimited Fibre extra I was advised I am to far from the exchange for that service so I could only get Unlimited Fibre

VDSL Range A (Clean)	43.9	29.7	5.3	4.6	25	Available	Available	--
VDSL Range B (Impacted)	42.8	27.4	4.2	7.6	22.4	Available	Available	--

so why do you say I am 80/20 ?

Dan

[#4]

Hi Dan,

First things first, the system thinks you have a fault ticket open because you DO have a fault ticket open on ticket ID: 195890736 - I can see that my colleague Anoush escalated this back to you earlier this month but we can still use it if necessary - you don't need to raise a new one at this stage.

Secondly, I can see that you currently have an open complaint ticket which Anoush has taken ownership of via Ticket: 194387565. Although your most recent query relates to the performance of your connection, rather than the provision of that connection, I'll highlight your contact to him as a courtesy in case he wants to see this through.

Thirdly, you're definitely on normal fibre, rather than fibre extra - I think my colleague was referring to the maximum data rate in the screenshot you've provided - my apologies for the confusion around this.

Lastly, I've raised this to our suppliers for you (on Ticket 195890736) and we're currently awaiting an update in terms of whether an engineer will be required - these updates usually come in within 24 hours, so I'll take a look at this when I'm back in the office at 1:30pm tomorrow unless one of my colleagues beats me to it. We'll keep you updated either way.

Anything else you need, just drop us a line.

Take care

Dave

[#5]

Hi Danny

I think there's still some confusion here, because you are definitely provisioned on 80/20 as evidenced by your router's live sync speed of 61377kbps (61.3mbps) last night. Our testing agrees with this too.

During your house move, we provisioned your fibre service on the wrong speed profile with Openreach. Your actual download speeds you see on a speed test would be capped at 40mbps though by us/your account type of basic fibre.

I've placed an order with our suppliers to move you to the correct 40/10 product which should go through tomorrow. At least now you know that despite the low speed estimates, your line can actually do better if you'd want fibre extra again. 

Moving on to the disconnections, I've tested your line and the tests are showing a 'Battery Contact' fault on the line so I've reported this through to our suppliers and we've been provided an estimated response time of by 22/11/19 23:59:59 for an engineer to go out and investigate further.

I hope this helps.

P.S. Cheers for the private message and I'm sorry I've not responded yet, I'll message you back soon. 

[#6]

Hi @Gandalf 

Thank you for your update, as previously stated I was only offered Unlimited Fibre due to distance from the exchange, for now I will stay on Unlimited Fibre. A new order with any ISP offers a 40/10 service only.

I am please you have identified an issue as everything worked well the first days of my internet connection.

Dan.

[#7]

No problem @Dan_the_Van 

Yeah, it looks like the speed estimates for your line are a little, what's the opposite of optimistic? Whatever that word is, your line is basically overperforming our suppliers expectations so if you ever want faster speeds, the option is there. 

Fingers crossed we can get the fault fixed soon and that resolves the dropping connection problem. 

[#8]

Hi Danny. It looks like an engineer went out this morning and reported back they've found no fault with your line. It's possible that the act of downgrading you to 40/10 has cleared the problem, as slowing a speed down has been known to stabilise a line before. I'd recommend keeping an eye on things and let us know if you notice any further issues.

[#9]

Hi @Gandalf 

Thanks for the update, the 40/10 change occured yesterday 

10:14:40, 21 Nov. (1111446.930000) PPPoE is up -​ Down Rate=62631Kbps, Up Rate=8227Kbps; SNR Margin Down=5.0dB, Up=5.9dB

10:20:28, 21 Nov. (1111795.220000) PPPoE is up -​ Down Rate=38171Kbps, Up Rate=7659Kbps; SNR Margin Down=18.0dB, Up=6.1dB

I see the Down SNR has changed from 5.0dB to 18.0dB which hopefully will make thing more stable.

I like to thank you for all your help on this issue. 

Regards

Dan.

[#10 · Accepted solution]

Hi Dan, thanks for the post back.

Not a problem and that's looking good so far! Fingers crossed all will be good moving forward, but feel free to let us know if there is anything you'd need help with.