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TP-Link TP-W9970 router keeps disconnecting

Biz55
Dabbler
Posts: 24
Thanks: 1
Registered: ‎04-01-2016

TP-Link TP-W9970 router keeps disconnecting

My old Plusnet router broke down after years of service so I bought a Tp-Link W9970 about a month ago. I followed the Plusnet instructions for setup and it works well when it's connected.

 

However even from the outset it would lose connection at least once per day and needed to be rebooted. Recently it has begun to disconnect more than once per day. So I got BT to check my line and it was OK. Plusnet sent an engineer to my house and he confirmed that everything was working fine.

 

So I'm wondering if this router is the problem. I have just updated the firmware but it still disconnects. Perhaps one of the advanced settings needs to be tweaked? 

 

Any suggestions would be greatly welcomed.

11 REPLIES 11
RPMozley
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Registered: ‎04-11-2011

Re: TP-Link TP-W9970 router keeps disconnecting

Some line stats please. Also is your connection ADSL or VDSL?
That's RPM to you!!
Biz55
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

I'm VDSL2

 

 
  Upstream Downstream
Current Rate (kbps) 799 17305
Max Rate (kbps) 1156 21139
SNR Margin (dB) 14.3 5.6
Line Attenuation (dB) 9.5 28.4
Errors (pkts) 0 57
 
 
 
 
 
 
 
RPMozley
Pro
Posts: 1,351
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Registered: ‎04-11-2011

Re: TP-Link TP-W9970 router keeps disconnecting

Whoa, 57 errors. Even on a noisy line I’ve never seen any errors reported there.
Which version is it as there are quite a few different ones out there now? (7 last time I looked)
That's RPM to you!!
MisterW
Superuser
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Registered: ‎30-07-2007

Re: TP-Link TP-W9970 router keeps disconnecting

Are we sure it's VDSL ? , those figures look suspiciously ADSL ish, either that or the distance to the cabinet is quite large

If it is VDSL then there is a problem, the Upstream looks to be capped

A screen dump ( redacting any phone number ) of the expected speeds from the BT wholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL would be useful

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Biz55
Dabbler
Posts: 24
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

I just ran this again and have 15 errors after about 15 hours. Is that still unusual ? If so how can it be reduced?

 

The router is version 4. I updated the firmware yesterday. No disconnections yet today but we shall see.

Biz55
Dabbler
Posts: 24
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

Yes. It says DSL Modulation Type: VDSL2

 

I'm outside of a rural town so my speeds are never very high.

 
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps)
WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper
High Low High Low        
VDSL Range A (Clean) help 15.5 8.8 1.2 0.8 7.1 Available Available --
VDSL Range B (Impacted) help 15.1 7.9 1.2 0.8 5.2 Available Available --
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process
FTTP on Demand 330 50 -- Available --
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date Left in Jumper
WBC ADSL 2+ Up to 5 -- 3 to 7.5 Available --
WBC ADSL2+ Annex M Up to 5 Up to 1 3 to 7.5 Available --
ADSL Max Up to 4 -- 2.5 to 7 Available --
WBC Fixed Rate 2 -- -- Available --
Fixed Rate 2 -- -- Available --
SOADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) WBC SOADSL Availability Date Left in Jumper
WBC SOADSL 2+ Up to 5 -- 3 to 7.5 -- --
SOADSL Max Up to 4 -- 3 to 7.5 -- --
SOADSL Fixed Rate Up to 2 -- 2.5 to 7 -- --
Observed Speeds VDSL
Max Observed Downstream Speed 16.4
Max Observed Upstream Speed 0.8
Observed Date 2022-09-25
Other Offerings Availability Date
VDSL Multicast Available
ADSL Multicast Available
Premise Environment Status
Bridge Tap N
VRI N
NTE FacePlate N
Last Test Date 25-08-2022
Exchange Product Restrictions Status
FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction Y

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is restricted at the exchange

FTTP is not available.

MisterW
Superuser
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Re: TP-Link TP-W9970 router keeps disconnecting

@Biz55 thanks for confirming that.

Yup, you are a long way from the cabinet!.

Your stats do tend to indicate a problem with the upstream though. Your upstream rate is below the estimates, whereas your downstream rate is above estimates.

Are you connected directly to the master socket ? and are there any other wired extensions ?

 

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Biz55
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

Thanks MisterW

 

My router is connected to the master socket via about 7 metres of cable. Could that be an issue?

 

There are no other wired extensions in the house.

Biz55
Dabbler
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

One other thing I have noticed.

 

Just now the router is reporting current download stream at 16213 kbps

 

On both ethernet and wifi fast.com is reporting just 5.6 mbps

 

Is that normal ?

MisterW
Superuser
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Re: TP-Link TP-W9970 router keeps disconnecting

My router is connected to the master socket via about 7 metres of cable. Could that be an issue?

Depending on the quality of the cable, very possibly.

Is it possible to connect with a shorter cable as supplied with the router ? then look to see if the synch rate(s) and disconnects have improved

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Biz55
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Posts: 24
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Registered: ‎04-01-2016

Re: TP-Link TP-W9970 router keeps disconnecting

Thanks I will experiment with that later.