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Constant drops

Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Here is the log from the last drop to now.
Any of the info like noise margin etc look bad?

This shows all events that have taken place on your Plusnet Hub since the last time it was resetCategory:Selected:WANPage 1 of 35Time and dateMessage
14:42:38, 29 May.WAN Sensing Auto sensing Complete, interface selected
14:42:37, 29 May.WAN Sensing Auto sensing Running
14:42:37, 29 May.Success - secondary DNS servers
14:42:37, 29 May.Success - primary DNS servers
14:42:37, 29 May.WAN connection WAN2_INTERNET_PTM connected
14:42:18, 29 May.DSL Link Up: Down Rate=43107kbps, Up Rate=4947kbps; SNR Margin Down=6.9dB, Up=6.5dB
14:42:10, 29 May.WAN Auto-sensing detected port DSL WAN
14:41:42, 29 May.WAN Sensing Auto sensing Complete, interface selected
14:41:42, 29 May.WAN Sensing Auto sensing Running
14:41:41, 29 May.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
14:41:40, 29 May.DSL Link Down: duration was 71098 seconds
jab1
Legend
Posts: 16,817
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: Constant drops

Your noise margin surprisingly, given the frequency of drops, looks OK, but an FTTC connection shouldn't be experiencing this number DSL down events, so the reason(s) for them need investigating - properly.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Oh right. Yeah clearly something amiss. Hopefully this " senior " engineer whatever that is can find the source of the problem.

Does the Cable for the fibre run from house then up above to entry point at end of street or underground? And then I'm presuming the phone line is separate and what goes to the pole?.

Just looked again noise margin is now 3.0/4.8
jab1
Legend
Posts: 16,817
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: Constant drops

The engineer - so long as he does the job properly should find the cause - might take a while though.

If you are on FTTC as you are, the cable from the exchange to the local cabinet is usually underground to the local PCP/fibre cabinet and then from there to your property - overhead in many cases, but recent builds (post 1970's at a guess) can be underground to your house - you'l  know because the o/h cables are obvious.

As to the phone line, no - the same cable carries both broadband and phone, which is why you usually see two green cabs side by side. They are connected, one providing the broadband signal, one the voice circuit.

Yuk to your SNR figures - it really is not looking good.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Oh right thanks for explanation appreciate it. Well when he was last out he went up post about 15 yards from house cable seems to run out back, up house, over to pole then I'm presuming runs along to the point at end of street which is located in the drain.

Yeh I thought not looking good its crazy that this has never been sorted. My poor parents and brother must have been suffering with this for god knows how long whilst ive been away.
jab1
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Posts: 16,817
Thanks: 5,339
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Registered: ‎24-02-2012

Re: Constant drops

Yup, that sounds about correct, although the 'drain' you mention is actually a underground connection point which will serve a large number of properties, and fed from your local cab, which will  serve may others as well.

John
Darren8282
Grafter
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Registered: ‎28-05-2022

Re: Constant drops

Yeh sorry meant to put that I know it's the connection point then that runs around to the green box which is tbh not far at all. They have been in the connection point twice and up pole the once replacing the damp component. So now I'm honestly thinking upwards of 80 percent that there is faulty cable between house and connection point. I'll pass my thoughts on to the engineer when he arrives and see if he agrees.
jab1
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Posts: 16,817
Thanks: 5,339
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Registered: ‎24-02-2012

Re: Constant drops

From the WAN logs you have provided, I suspect the problem is deeper in the BT/OR infrastructure than your local cabling. It's a pity none of the PN Help team are around, as it would be interesting to see the connection graph they can provide.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

You mean as in something at the connection point or green boxes.

Yeh I'm happy to get them to post the graph of problems.

What number do I post here the one that says fault ID in conversation with support.
jab1
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Posts: 16,817
Thanks: 5,339
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Registered: ‎24-02-2012

Re: Constant drops

It could be anywhere from the connection point back to the exchange (or even further back) - I don't know, as I'm not a telecoms engineer, just someone with 40+ years of computer knowledge, and the insight that brings.

You don't need to post anything - hopefully one of the Help Team will pick this up and post the Radius Log.

John
Darren8282
Grafter
Posts: 67
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Registered: ‎28-05-2022

Re: Constant drops

Yeh but this is not username on account I'm simply certified user on account I manage everything for my mother. The username on account is <deleted>.

Moderator note: username moved to area visible to Plusnet staff.

 

jab1
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Posts: 16,817
Thanks: 5,339
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Registered: ‎24-02-2012

Re: Constant drops

I'd edit the username out, if I was you. They can pick the details up in other ways, or if need be, ask you to supply it via PM.

John
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Can't seem to edit it anymore I've messaged mods to do it. Thanks pal.
Darren8282
Grafter
Posts: 67
Thanks: 8
Registered: ‎28-05-2022

Re: Constant drops

Ticket number 224742377
jab1
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Posts: 16,817
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: Constant drops

Thats the BT/OR reference - do you have a Plusnet ticket number - probably begins 22xxxxxx or 23xxxxx ?

John