Router Disconnecting same time every day

[#1]

Hi,

For the last couple of months the router has been disconnecting at the same time (9pm) pretty much every night. I’ve checked the router settings (Archer VR200) and cant find anything out of the ordinary. Nothing else happening in the house at that time.

Can you help?

[#2]

Hi @pcurtis70,

I'm sorry to hear that you're experiencing connection drops most evenings. I can see from your connection log that it's been dropping:

However, testing your line isn't picking up the cause of this issue. For reference, the test result is as follows:

GEA Service Test

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	76.3 Mbps
Upstream Speed	14.4 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	632.3
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 20:00 to 20:15
Interference Location	Unknown
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-08-03T11:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	79.5 Mbps	79.9 Mbps	79.9 Mbps
Up Stream Line Rate	13.7 Mbps	14.4 Mbps	14.1 Mbps
Up Time	452.0 Sec	900.0 Sec	897.6 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	2018-08-16T10:25:26Z	2018-08-16T10:40:26Z
Ingress Code Violation	0	0
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Please can you run through our connection troubleshooting guides here and let us know how you get on. If these checks don't resolve the problem, please report the issue here and let us know when you've completed it.

[#3]

Hi, I changed the router after this post and it had been fine but recently it has started dropping randomly and quite frequently this time.

[#4]

Hi @pcurtis70,

I have attached your connection logs below.



Your connection appears unstable and is not dropping at the same time every day, please carry out our troubleshooting steps and if the issue persists raise a fault.

Once the fault is raised, let us know so we can pick it up as soon as possible for you.

Thank you.

[#5]

Hi, I’ve raised a fault ticket for this now. I have replaced the router, all external cables and I’m connected via micro filter to the master socket and it’s still dropping the connection.

[#6]

Hi @pcurtis70,

Thank you for carrying out the troubleshooting checks on your side and for reporting this fault to us. I've tested your line however the test is still not picking up the cause of this fault from here.

GEA Test Detail
Circuit ID	NA	Service ID	BBEUXXXXXXXX

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	76.3 Mbps
Upstream Speed	10.3 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Estimated Line Length In Metres	592.2
Upstream Rate Assessment	Low
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed on Week Days
Service Impact	Retrains Observed
Interference Duration Longest Occurrence	From 21:45 to 22:00
Interference Location	Customer Premise
Interference Observed In Days	7
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream 4dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2018-12-06T10:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	79.9 Mbps	79.9 Mbps	79.9 Mbps
Up Stream Line Rate	10.0 Mbps	11.5 Mbps	11.2 Mbps
Up Time	0.0 Sec	900.0 Sec	883.3 Sec
Retrains	0.0	7.0	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	2018-12-19T10:23:24Z	2018-12-19T10:38:24Z
Ingress Code Violation	0	0
Egress Code Violation	2	0
Errored Seconds	2	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

As this is the case, we need to arrange an engineer visit to progress your fault. Please can you reply to the ticket here with your availability for an engineer. If you drop us another message on here once you've done this, we'll get this booked in for the earliest available suitable appointment.

[#7]

I have responded to the ticket now with dates.

[#8]

Hi @pcurtis70, thanks for getting back to us. Overlooking your raised fault and what checks have been advised already I can see that we haven't as of yet tried the connection in the test socket to see if the drops persists which would be a crucial test to help narrow down the problem especially after seeing "Interference Location : Customer Premise" above on our testing results.

The last step in troubleshooting before we look to book a engineer to come and investigate further would be to rule your internal wiring out by plugging the connection into your test socket which is under the face plate of your master socket and seeing if the drops stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
(Given the frequency of drops it may be worth plugging into the test socket and monitoring for 24-48 hours to see if the drops persist)

Let us know how it goes. - Benj

[#9]

It's been plugged into the test socket since last night. I removed the faceplate - still had drops.

[#10]

Hi @pcurtis70,

Thank you for confirming that you have connected to the test socket and that this hasn't resolved the problem.

As this is the case, I've booked your engineer appointment now. Please see the ticket here for the appointment details.

[#11]

The engineer visited before Christmas and he identified a suspect length of wire somewhere, however, didn’t change it as he said he wanted to see how it went with whatever it was he did.

Although it went something like 10 days without an issue connection issues have started again.

[#12]

Morning @pcurtis70, thanks for your post.

We're sincerely sorry to hear that you're suffering from the disconnections again.

Have you been through the checks that we went through with you back in December?

I'm not detecting any sort of issue but can see several drops recently and so, if you've completed the home checks, I'd recommend raising it at faults.plus.net

If you let us know when you've done so, we'll make sure it's progressed accordingly.

[#13]

Yes. Went through all the checks again.

Can you post the stats for the line as above? How many times is it dropping now?

[#14]

Hi @pcurtis70,

Here's the RADIUS:

[#15]

Here's the GEA:

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	76.6 Mbps
Upstream Speed	11.7 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	592.2
Upstream Rate Assessment	Low
Downstream Rate Assessment	Very Good
Interference Pattern	Regular Interference Observed Daily
Service Impact	No Impact Observed
Interference Duration Longest Occurrence	; 00:00 to 23:45
Interference Location	Customer Premise
Interference Observed In Days	14
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2019-01-05T14:30:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	70.2 Mbps	79.9 Mbps	76.3 Mbps
Up Stream Line Rate	11.6 Mbps	11.8 Mbps	11.7 Mbps
Up Time	614.0 Sec	900.0 Sec	898.6 Sec
Retrains	0.0	3.0	0.0

If you let us know once the fault is raised we can pick this up for you.