VDSL circuit dropping

[#1]

Hello,

Been noticing my VDSL circuit has now been dropping / re-syncing a bit over the last few weeks, could be longer, just haven't noticed / or had logs to see it.

last 24 hours I'm aware of two drops one around 1:30am - 2am (likely DLM) , and one this evening at 21:34

I know that yesterday it also dropped around 15:00 - 16:00.

what I did mange to see this evening was at 21:33:42 my DS SNRM went from 9.0db to 1.2db then the circuit was reported down 20 seconds later at 21:34:03, then it re-synced 25 seconds later at 21:34:28

During that window I can see it was reported there was at least 1k CRC's, and at least 30 SES, then presume DLM / modem forced a re-sync to re-stabilise the line due to all the errors.

I have performed a few quiet line tests, at different times during the day, but all sound as expected.

Nothing has changed on my setup, no new equipment, cables etc

No obvious REIN / interference near my modem / NTE

It also does appear my modem (VMG8324-B10A) has rebooted a few times earlier this week out the blue, which has always been rock solid for the last 2 years (used to get 3db DS, attain rate at 80mbps or so, fairly low FES, uptime was months) , now not sure if the modem just cant handle the SNRM drops / errors and is crashing it / causing it to reboot (logs wipe after a reboot, but have tried setting up at external syslog to capture what I can, just incase)

I haven't tried other modems as of yet, but I do have an HG612 or cisco 881 I could try.

Can Plusnet do some troubleshooting on your side to maybe see if we can narrow this down? intrusive line test for example (I give consent) or any other remote testing you can preform.

Let me know if you need anything else from me

Thanks,

Mathew

[#2]

Thanks for getting in touch @stranky I'm sorry for the problems you're experiencing. 

I've tested your line today and the tests aren't showing any issues with the broadband signal going into your router. I've also checked your connection and while we can see your connection's dropping occasionally it's not frequent and we'd struggle to investigate further because it's within tolerance for how a broadband connection should perform.

As a rough estimate our suppliers would advise that an intermittent connection is deemed as 3 drops within 24 hours or 6 drops within 72 hours. I'd recommend keeping an eye on this and let us know if you notice any further drops. In the meantime it may be worth making sure your router's plugged into the test socket explained Here and try another modem/router.

I've attached a copy of our testing below, I hope this helps.

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	59.9 Mbps
Upstream Speed	14.7 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	596.9
Upstream Rate Assessment	Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2020-05-25T12:21:41Z	2020-05-25T12:36:41Z
Ingress Code Violation	3	3
Egress Code Violation	0	0
Errored Seconds	0	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

Here's a graph showing the drops we can see: