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Unstable line (anecdotally since the 52/10 migration)

djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Unstable line (anecdotally since the 52/10 migration)

My line has been fairly solid since BTO came out a couple of months ago and fixed something at the cabinet and replaced the copper pair from the outside of my house to the master socket, but for the last month or so (which ties in with being migrated to the 52/10 product from the old 40/20 product) my line is clearing down at least twice a day (four times today according to my Fritz!Box).

 

I've raised a call with support but got to the usual "if it's your equipment we'll charge you" bit and just wondered whether I could garner any additional support here before I take the plunge.

The confusing thing is, the disconnections (a sample of the logs shown below for reference) seem to occur around the same time each day, normally between 8-9 am and 8-9pm with a couple in the early hours.

08.12.16
20:01:46 Internet connection established successfully. IP address: 212.159.86.245, DNS server: 212.159.6.9 an...
08.12.16
20:01:34 PPPoE error: Timeout.
08.12.16
20:01:21 PPPoE error: Timeout.
08.12.16
20:01:14 DSL is available (DSL synchronization exists with 37686/4629 kbit/s).
08.12.16
19:59:40 Timeout during PPP negotiation.
08.12.16
19:59:40 Internet connection cleared.
08.12.16
19:59:36 DSL not responding (no DSL synchronization).
08.12.16
09:15:41 Internet connection established successfully. IP address: 212.159.86.245, DNS server: 212.159.6.9 an...
08.12.16
09:15:30 PPPoE error: Timeout. [2 messages since 08.12.16 09:15:17]
08.12.16
09:15:10 DSL is available (DSL synchronization exists with 38387/4676 kbit/s).
08.12.16
09:13:40 Timeout during PPP negotiation.
08.12.16
09:13:40 Internet connection cleared.
08.12.16
09:13:36 DSL not responding (no DSL synchronization).
08.12.16
02:04:42 Internet connection established successfully. IP address: 212.159.86.245, DNS server: 212.159.6.10 a...
08.12.16
02:04:30 PPPoE error: Timeout. [2 messages since 08.12.16 02:04:17]
08.12.16
02:04:10 DSL is available (DSL synchronization exists with 38994/4738 kbit/s).
08.12.16
02:00:51 Timeout during PPP negotiation.
08.12.16
02:00:51 Internet connection cleared.
08.12.16
02:00:47 DSL not responding (no DSL synchronization).
08.12.16
00:24:24 Internet connection established successfully. IP address: 212.159.86.245, DNS server: 212.159.6.10 a...
08.12.16
00:24:12 PPPoE error: Timeout. [10 messages since 08.12.16 00:22:11]
08.12.16
00:21:57 PPPoE error: Timeout. [10 messages since 08.12.16 00:19:56]
08.12.16
00:19:42 PPPoE error: Timeout. [14 messages since 08.12.16 00:16:46]
08.12.16
00:16:32 Timeout during PPP negotiation.
08.12.16
00:16:32 Internet connection cleared.

 

So the important parts; nothing in my house has changed between going from stable/happy line to one that is less so. The Fritz!Box has not been changed, no firmware updates etc. Nada!

I haven't got round to switching back to the Plusnet router (in fact, in the 18+ months I've been with Plusnet, I've NEVER used their router outside of debugging issues so I can't see it making a difference, I'd expect a line that's been working for 18+ months with my Fritz!Box to continue doing so unless there is another issue at the cabinet or somewhere along the way).

The previous issue which BTO dealt with was the cab losing sync with the exchange - now as unlikely as it might be for the same issue to occur, the fact that my logs are telling me that I've lost synchronisation is ringing alarm bells.

Are there any additional line checks or more deeper checks that can be done that a "normal" CSA wouldn't have done already? My logs give you a good insight into how often this is happening and I wonder if you can tally them up to events at your end - for instance, can you tell what caused the loss of sync (i.e. the modem dropping the connection at my end or the exchange/cabinet end?)

 

Negotiated Connection Properties

    Receive Direction Send Direction
Max. DSLAM throughput kbit/s 55000 10000
Min. DSLAM throughput kbit/s 128 128
Attainable throughput kbit/s 37686 4655
Current throughput kbit/s 37686 4629
Seamless rate adaptation   off off
       
Latency   fast fast
Impulse Noise Protection (INP)   47 0
G.INP   on off
       
Signal-to-noise ratio dB 5 6
Bitswap   on off
Line attenuation dB 25 43
       
Profile 17a    
G.Vector   full full
       
Carrier record   A43 A43

 

Error Counter

  Seconds With Not Remediable Errors (CRC)
  Errors (ES) Many
Errors (SES)
per
Minute
Last
15 Minutes
FRITZ!Box 0 0 0 0
Central exchange 1 0 0.02 1

 

FRITZ!Box Connection DSL Central Exchange
 
 
37.686 kbit/s
4.629 kbit/s
 
DSL version
1.100.133.44
DSL active since:
45 minutes
VDSL2 G.Vector (ITU G.993.5)
Broadcom
164.140
B5004244434D
7631302E
00

 

Online Time Data Volume (MB) Connections
  (hh:mm) Total Sent Received  
Today 20:33 50628 1614 49014 4
Yesterday 23:56 42637 2236 40400 2
Current week 92:19 224707 8954 215754 9
Current month 187:34 265676 17823 247853 17
Previous month 717:42 936874 61080 875794 42

 

9 REPLIES
djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Re: Unstable line (anecdotally since the 52/10 migration)

5 lost sync errors today alone and now unable to regain sync.
grahamt
Rising Star
Posts: 552
Thanks: 10
Registered: 05-04-2008

Re: Unstable line (anecdotally since the 52/10 migration)

It may not help you much, but I'm also on a 55/10-provisioned line and I haven't seen any change in the amount of disconnects I've had. I normally have either zero DSL disconnects in a week or just one. The most common time for a disconnect to happen is around 7am, and the connection is usually back up within a minute.

I've got a BT ECI modem and a now ancient, but still adequate, Netgear WNR1000v3 router (2011 vintage, with a few firmware upgrades). Last time I checked, my BT IP profile when I was on 80/20 (which I was for a couple of weeks after moving to the new network, before being throttled back to 40/20) was around 64mbps downstream,

There have been a couple of times when I was getting lots of disconnects, but each time these were traced to Openreach problems.

djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Re: Unstable line (anecdotally since the 52/10 migration)

I've switched to using the Plusnet Hub One in the master socket with a micro filter and will continue to monitor over the weekend, if I've had anywhere near the number of disconnects I've had over the past couple of days I will be insisting on an engineer as I think I've done everything reasonably possible to triage it at my end.

djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Re: Unstable line (anecdotally since the 52/10 migration)

Two disconnects overnight at the same times as the previous ones, despite running on the Plusnet router and test socket.

Can I get this escalate or at least a response from somebody at Plusnet please?!
grahamt
Rising Star
Posts: 552
Thanks: 10
Registered: 05-04-2008

Re: Unstable line (anecdotally since the 52/10 migration)

Sadly, I suspect you'll have to phone up and start a fault report.

If you're really lucky, someone from Plusnet might generate a connection graph and post it here, but that doesn't happen as often as it used to.

djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Re: Unstable line (anecdotally since the 52/10 migration)

The Openreach engineer has just left having been able to find no faults on the line. He confirmed that my internal wiring was likely not at fault and confirmed that having gone through 3 modems (The Fritz!Box, The Plusnet One Hub and now a BT Openreach modem and all exhibit the same issues, I've done everything I can to rule out an issue in my property.

 

He agreed that it was more than a coincidence that the line had become less stable since the re-grade to 55/10 but I think he was clutching at straws having not found anything on the line.

 

He referred me back to Plusnet to discuss next steps but I'm genuinely at a loss as to what to do next - 3 disconnections per day cannot be seen as providing a reliable service in anyone's books, certainly not when we/I rely more and more on our connections for our every day lives.

 

I've updated the service call on the Plusnet site and eagerly await their response but wondered if anybody here had any ideas.

Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Unstable line (anecdotally since the 52/10 migration)

 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0001
Description GEA service test completed and no fault found but unable to check for customer equipment connected to modem.
Main Fault Location OK
Sync Status In Sync
Downstream Speed 43.6 Mbps
Upstream Speed 4.8 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
Testing your line isn't showing any obvious issues and to be honest, there's nothing we can do directly from here. Any further investigation is going to require a further engineer visit as the sync is between the cabinet and router rather than on our side. I'll allow our faults team to look at the ticket again but I don't think they'll be able to suggest anything other than another visit.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
djbenson
Grafter
Posts: 58
Thanks: 3
Registered: 02-06-2015

Re: Unstable line (anecdotally since the 52/10 migration)

That's fair enough, I'll await the faults team reviewing the case. I was surprised there was no need to check the cabinet/exchange but perhaps if the line is in sync at the time of visit and there are no CRC errors on the line then that's not necessary (I would have thought that if the customer has proof - which aligns with your graph above) that there are frequent disconnects that they'd investigate further from the property seeing as he was pretty certain it was nothing on my side causing the issue.

sylad2001
Hooked
Posts: 6
Registered: 20-12-2016

Re: Unstable line (anecdotally since the 52/10 migration)

Have been getting Time outs here since my 52/10 migration.

Another coincidence or not .

wait for a reply from plusnet