VDSL link down

[#1]

Hello

Today between 1235 and 1305, I lost VDSL connection 9 times. This is somewhat unusual for me. The previous two connections were up 2 and 9 days.

Here's an extract of the log of the link going down and up (I can provide the full log if required):

12:35:32,23 Jun.,dsl:VDSL Link Down: duration was 172613 seconds
12:35:55,23 Jun.,dsl:VDSL link Up: Down Rate=83712Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
12:40:20,23 Jun.,dsl:VDSL Link Down: duration was 266 seconds
12:40:43,23 Jun.,dsl:VDSL link Up: Down Rate=84946Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
12:53:40,23 Jun.,dsl:VDSL Link Down: duration was 777 seconds
12:54:03,23 Jun.,dsl:VDSL link Up: Down Rate=80873Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
12:55:36,23 Jun.,dsl:VDSL Link Down: duration was 93 seconds
12:55:59,23 Jun.,dsl:VDSL link Up: Down Rate=88603Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
13:01:17,23 Jun.,dsl:VDSL Link Down: duration was 318 seconds
13:01:39,23 Jun.,dsl:VDSL link Up: Down Rate=39942Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
13:02:00,23 Jun.,dsl:VDSL Link Down: duration was 21 seconds
13:02:23,23 Jun.,dsl:VDSL link Up: Down Rate=82107Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
13:02:50,23 Jun.,dsl:VDSL Link Down: duration was 27 seconds
13:03:13,23 Jun.,dsl:VDSL link Up: Down Rate=42420Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
13:03:32,23 Jun.,dsl:VDSL Link Down: duration was 19 seconds
13:03:55,23 Jun.,dsl:VDSL link Up: Down Rate=48165Kbps,Up Rate=11202Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB
13:04:13,23 Jun.,dsl:VDSL Link Down: duration was 18 seconds
13:04:41,23 Jun.,dsl:VDSL link Up: Down Rate=86556Kbps,Up Rate=19999Kbps,SNR Margin Down=0.00dB,SNR Margin Up=3.00dB

Some of the link down messages were preceded by "PPPoE error: timeout" messages.

I checked the Plusnet broadband status page but there were no reported issues. Can someone check what happened please? Perhaps you could generate a radius chart?

Thanks

Praful

[#2]

Hi @praful

Thanks a lot for reaching out and I'm sorry to hear about your connection problems. This requires further investigation as on our end, while the disconnections are apparent today, the tests I've run have shown no definitive fault on your line. This doesn't mean there isn't a fault, but we're just unable to find one at the moment. Please go through the steps shown in the link which I'll provide below, and let us know how you get on.

Broadband Troubleshooting: https://www.plus.net/help/broadband/connection-troubleshooting/

When testing, if you can, please use your test socket, this lies behind the face plate of your master socket. Also, please try to avoid using any extension sockets / cables. I'll pop a visual radius onto this post which show the drop outs that you had today, however for the most part, the line appears to be okay,

[#3]

Thanks @adam945 for replying.
I have a 5C type socket. I took the front plate off and there's a single socket. Is that the test socket? If so, I used that for the line test. It was quiet. I also did the quiet line test using 17070 (option 2) , which was also quiet.
The router doesn't use a filter and plugs directly into the master socket, as does the phone.
As I mentioned, and the radius test shows, the connection has been fine. This time it happened around lunch but next time it could be when I'm on a conference call so I'm keen to get to the bottom of it!
What is the next step?
Thanks
Praful

[#4]

Thanks a lot for your response @praful

At the moment, this does appear to be an isolated event, possibly caused by Openreach conducting work in the area. I've checked your connection again and can see a further drop out in the evening, however I'm assuming that this may have been testing your connection?

further tests on the line this morning have found no issues with the network itself.

In order to test through your test socket, you'll need to use a DSL filter, you should have received one with your Plusnet Hub One.

[#5]

Thanks @adam945.

I've tested again with a filter. The phone line is quiet and the broadband is running at my normal speeds (70/19mbps). I ​tested yesterday evening and today about midday.

Can you find out from OpenReach if there was any work going on? And also check logs at your end?

Thanks for being responsive.

Praful

[#6]

Thanks a lot for your response @praful

the logs on our end have been provided via the visual radius which I posted above, this clearly shows numerous disconnections within a short time frame at around lunchtime yesterday.

We're not provided with prior notice from Openreach as to whether any work is being undertaken on the line, however maintenance is usually carried out in the early hours of the morning when traffic is understandably lower.

Any service outages would be clearly shown on our KBD tests, however none have been apparent during my test today.