Plusnet router loses connection and pages slow to open.

Discussion in 'Broadband' started by Derek F, Mar 7, 2015.

  1. Derek F

    Derek F Guest

    Done by Openreach at whose cost? As we live in a flat would others users
    be likely to have the same fault?
    When we first moved here eight years ago and with BT I had problems with
    slow speeds and disconnects. It was found to be caused by a faulty PCB
    at the exchange
    Derek
     
    Derek F, Mar 9, 2015
    #41
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  2. Derek F

    Derek F Guest

    At the moment my IP address is 87.113.247.185.
    Routerstats has stopped showing any data.
    It shows as started and server running but the summary page is blank and
    router stats page just shows as loading all the time.
    My DSL connection shows as:
    Link Information



    Uptime: 1 day, 9:43:21

    DSL Type: ITU-T G.992.5

    Bandwidth (Up/Down) [kbps/kbps]: 1,183 / 12,575

    Data Transferred (Sent/Received) [MB/GB]: 316.54 / 3.31

    Output Power (Up/Down) [dBm]: 12.4 / 0.0

    Line Attenuation (Up/Down) [dB]: 17.7 / 35.5

    SN Margin (Up/Down) [dB]: 6.3 / 6.2

    System Vendor ID (Local/Remote): TMMB / ----

    Chipset Vendor ID (Local/Remote): BDCM / IFTN

    Loss of Framing (Local/Remote): 9 / 0

    Loss of Signal (Local/Remote): 1 / 0

    Loss of Power (Local/Remote): 0 / 0

    Loss of Link (Remote): -

    Error Seconds (Local/Remote): 6,433 / 0

    FEC Errors (Up/Down): 0 / 0

    CRC Errors (Up/Down): 1 / 7,889

    HEC Errors (Up/Down): 0 / 23,174
    Derek.
     
    Derek F, Mar 9, 2015
    #42
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  3. Nothing out of the ordinary. The logs show the router connecting,
    disconnecting and reconnecting again.

    There's some communication with out NTP server (it is configured
    correctly), TR069 platform and some unsolicited inbound traffic that's
    being blocked.

    Basically, it shows that the connection is dropping, but we already know
    that.
     
    Plusnet Support Team, Mar 10, 2015
    #43
  4. Yes, it is.
     
    Plusnet Support Team, Mar 10, 2015
    #44
  5. I'm fairly certain this uptime reading relates to the length of time the
    circuit has been in sync for rather than the length of time the modem
    has been powered up for.
    No problems there.
    Or there.
    Or there.
    These are all uncorrectable errors (note the lack of FEC errors below)
    so are less than desirable.

    I'm fairly confident this isn't going to be a problem with the router.
    If you can provide your username or a recent ticket reference from your
    account then I can take a quick look and see if I can spot any obvious
    issues.

    It sounds to me like the modem is losing sync with the exchange. If this
    is the case then you'd be wise to remove all other devices from the
    line, make sure the router is connected via a single filter into the BT
    Master socket, and remove any extension cabling from the equation. If
    the problem persists, it's likely to be something external to the
    property and you should look to report a fault to us.

    Might be worth a read of some of the support content on our website -
    http://users.plus.net/QL:1763D539
     
    Plusnet Support Team, Mar 10, 2015
    #45
  6. Check out my reply to your other post Derek, where I've commented on
    your line stats.
     
    Plusnet Support Team, Mar 10, 2015
    #46
  7. Derek F

    Martin Brown Guest

    Not necessarily. Any more than my neighbours would be affected by a dry
    joint in my line. The last serious fault here did affect one of my
    neighbours - bridging two lines together like a party line but AFAIK
    these are extremely rare by comparison to dry and corroded joints.

    In all the faults I have ever had in a couple of decades almost all have
    been line breaks or bad joints with very audible noise on the line (or
    no dial tone at all - complete line break).

    BTW what does PING google.com in a DOS box show? Are you losing packets?
    If the fault is in BT physical kit then they carry the cost of repair.
    The first stage is to report the fault to your ISP (after having checked
    that the fault is reproducible from the test socket).

    If the fault is found to be on your premises then they charge you £100+
    or so. It makes very good sense to have tested from the master socket
    with all other wiring disconnected so you don't get stung for a callout
    charge for repairing an obvious internal wiring defect.

    They tend to claim the fault is on customer premises even when it is
    actually just outside. The engineers on site are usually a lot more
    helpful than the phone droids provided you give them tea & biscuits.
     
    Martin Brown, Mar 10, 2015
    #47
  8. Please clear my ignorance. If all extensions are removed from the from
    the master (and even if not), why do you require placing a filter
    between the router and the master socket. Surely it's the 'phones that
    need filtering, not the router?
     
    Tony van der Hoff, Mar 10, 2015
    #48
  9. Derek F

    Roger Mills Guest

    As you say, the ADSL signal doesn't need filtering but the cable to the
    router is likely to have an RJ11 plug on the end rather than a BT plug -
    so the filter acts as an adapter.
    --
    Cheers,
    Roger
    ____________
    Please reply to Newsgroup. Whilst email address is valid, it is seldom
    checked.
     
    Roger Mills, Mar 10, 2015
    #49
  10. Derek F

    Graham. Guest

    It's still good advice.
    If customers are asked to source their own RJ11-BT cable it is more
    likley than not that they will find one of the wrong type, ie 2&5 of
    the BT plug connecting to the outer pair of the 4 pins of the RJ11
    instead of the required inner pair.

    Cables with breakout sockets that originally came from fax machines
    further extend the minefield.

    (I know that "RJ11" is not the definitive name for the connector.)
     
    Graham., Mar 10, 2015
    #50
  11. Derek F

    Derek F Guest

    Evidently not.
    PING google.com (216.58.217.142) 56(84) bytes of data.
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=1
    ttl=58 time=1.88 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=2
    ttl=58 time=1.88 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=3
    ttl=58 time=1.88 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=4
    ttl=58 time=1.87 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=5
    ttl=58 time=1.86 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=6
    ttl=58 time=1.87 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=7
    ttl=58 time=1.87 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=8
    ttl=58 time=1.86 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=9
    ttl=58 time=1.87 ms
    64 bytes from iad23s43-in-f14.1e100.net (216.58.217.142): icmp_seq=10
    ttl=58 time=1.87 ms

    --- google.com ping statistics ---
    10 packets transmitted, 10 received, 0% packet loss, time 4511ms
    rtt min/avg/max/mdev = 1.869/1.875/1.883/0.039 ms




    PREVIOUS PING - Tue, Mar 10, 2015 - 8:22:04 MDT
    PING google.com (173.194.121.36) 56(84) bytes of data.
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=1
    ttl=58 time=1.92 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=2
    ttl=58 time=1.94 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=3
    ttl=58 time=1.96 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=4
    ttl=58 time=1.94 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=5
    ttl=58 time=1.95 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=6
    ttl=58 time=1.95 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=7
    ttl=58 time=1.94 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=8
    ttl=58 time=1.95 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=9
    ttl=58 time=1.96 ms
    64 bytes from iad23s26-in-f4.1e100.net (173.194.121.36): icmp_seq=10
    ttl=58 time=1.95 ms

    --- google.com ping statistics ---
    10 packets transmitted, 10 received, 0% packet loss, time 4506ms
    rtt min/avg/max/mdev = 1.929/1.951/1.965/0.060 ms


    I've been connected to the test socket for the past four days.
    Opening a web pagesw several times today and I get message that this
    page cannot be displayed.
    If I select fix connection problem I get message that Troubleshooting
    could not identify the problem.
    Then sevaeral times when a web page opened it froze before going blank
    for over a minute
    The last time I found that the Guy was very helpful even without the tea
    and biscuits.
    The router ethernet, broadband, internet and Wi-Fi lights are more or
    less constantly flashing though I'm not sure what they normally do as
    without a problem one doesn't look at them.
    Derek
     
    Derek F, Mar 10, 2015
    #51
  12. Derek F

    Derek F Guest

    Thank you. My user mane is chiswick11.
    I'll disconnect the extension phone and the the two Youview boxes and
    see what happens.
    Derek
     
    Derek F, Mar 10, 2015
    #52
  13. Derek F

    Martin Brown Guest

    And no other house phone wiring still connected?
    I have never known a situation where the MS Connection Dullard could
    actually solve a network fault or even diagnose it accurately. Perhaps
    there are some cases where it works but I have yet to find them.
    Sounds like it either lost sync or lost routing.
    The sync light on your modem might go dark when this happens.

    BTW did you ever get Routerstats Lite to show SNR and speed graphs?
    Or is your modem type not supported.
    They try a bit harder if you are nice to them especially if it is cold
    windy and wet outside.
    Unfortunately the indicator lamps on most modems were designed by
    marketing types to "look pretty" and convey little or no useful info.
     
    Martin Brown, Mar 10, 2015
    #53
  14. Derek F

    Graham J Guest

    [snip]

    The point of ping is that you should leave it running continuously with
    a command line such as:

    ping <ip address> -t

    Leave a command window open all the time with this, and note whether the
    pings fail to receive replies at the same time as your web pages fail to
    display. Occasional single failures are acceptable - the ping packet is
    deliberately not a high priority and may be dropped in the face of heavy
    traffic.

    Similarly leave a web page open showing the router connection state.

    Clerly you need a large screen to see all these open windows. A second
    computer helps but introduces another difference which might mask a
    problem with your PC.

    If ping fails and the router state shows a lack of connection at the
    same time, then the problem is with the line or perhaps the router itself.

    If ping sees good replies and the router shows a good connection, yet
    you cannot display web pages then the fault is firmly with the ISP.
    I've seen this with TalkTalk and the solution has been to change ISP
    - in one case to Zen, and in the other case to Plusnet. Both lines have
    been entirely reliable since. Given that you are with Plusnet they
    should understand the problem and be able to fix it.
     
    Graham J, Mar 10, 2015
    #54
  15. Derek F

    Derek F Guest

    Yes, still had other phone and two Youview boxes connected but not now.
    I posted results the other day but now although it shows as online it is
    not showing any data. Stats page hangs and shows Loading.
    LOL.
    Derek
     
    Derek F, Mar 10, 2015
    #55
  16. Derek F

    Derek F Guest

    ** I did that from the command prompt but it stopped when the page filled up
    I'll stick with one computer in that case.
    I'm sure that they will.
    Derek
     
    Derek F, Mar 10, 2015
    #56
  17. Derek F

    Graham J Guest

    [snip]

    What computer and operating system are you using?

    I've never seen "ping <ip address> -t" stop on a PC running any Windows
    operating system, but I can't speak for Windows 8. Ping continues to
    run and its output scrolls up through the window.
     
    Graham J, Mar 10, 2015
    #57
  18. It probably didn't. More likely it was running - but nothing was
    changing, so you couldn't tell.

    Andy
     
    Vir Campestris, Mar 10, 2015
    #58
  19. Derek F

    Roger Mills Guest

    That's worrying! Your computer should still be able to talk to your
    router even if the DSL link or internet session goes down. If if
    *can't*, it suggests a problem with the computer's network setup or with
    the router itself.

    Do you have another computer and another router you can use (but not
    both at the same time) to try to isolate the problem?
    --
    Cheers,
    Roger
    ____________
    Please reply to Newsgroup. Whilst email address is valid, it is seldom
    checked.
     
    Roger Mills, Mar 10, 2015
    #59
  20. Derek F

    Andy Burns Guest

    Press ctrl-shift-break (or sometimes on a laptop fn-ctrl-shift-break) to
    spit out some stats so it's obvious it's still running, but without
    stopping it.
     
    Andy Burns, Mar 10, 2015
    #60
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