Plusnet router loses connection and pages slow to open.

Youview boxes with a phone connection?
I thought they just had Ethernet.

 

I hope that no one objects to top posting on this occasion

Thank you Bob. I assume that this E-Mail from Plusnet is as a result of
your efforts rather than because of any online tests that I used.
Derek

"Thanks for your continued patience and apologies in the slight delay
with regards to the response.

I have carried out a test on your line which indicate that a large
number of errors is the most likely cause of the variable speed issue
you have seen.

To fix this I have turned on a system called interleaving, which should
correct the errors and solve the issue with your speed.

This should be active within 2 days and you should notice an improvement
in the service within 5 days from today. If this doesn't solve the
issue, please give us the opportunity to investigate this further.

I hope this resolves your problem and my apologies for any inconvenience
caused.

Should you be having any further issues, I ask you click play to watch a
guide on how to resolve a few basic connection problems.
The link is:



There are many potential reasons why a wireless signal may be weak or
dropping, please follow the instructions on the following page for
information on how to fix this:
How to improve my wireless signal

Should the issue persist please get back in touch with us.

Please get back to us online, call us 24/7 on 0845 1400 200 or simply
reply to the text we have sent if you require any further assistance.


Kind regards,

Ashley Dandy

What happens next?

You can reply to our Support Team or if you're happy with the comment
shown above, you can close this Question.

Please note: If you don't reply within 14 days, your Question will be
closed automatically"

 

It is still talking to the router
with the KITZ program. I cant see that I have changed anything
accidentally in the Rputerstats setup

Not easily.
Derek

 

One is connected to my network with an Ethernet connection the other
using a WiFi internet adapter.
Derek

 

Up trough the window rather than down. Also the later times I tried it
my IP address had evidently changed.
Derek

 

You are making it *very* difficult to give sensible advice. Have you
ever had Routerstats displaying nice graphs of SNR and speed?

Are you now saying that the modems own stats page fails to load?

Trying another browser might be informative.

 

Yes, I did post them at the weekend.

I was using chrome for a week or so prior to posting my problem but as
not much difference went back to IE11 as I prefer it.
The problem while daily is obviously intermittent
See my earlier post today at 12.10 copying reply from Plusnet
Derek

 

Nope, wasn't me guv!

I've had a glance at your RADIUS logs mind you and the line does appear
to have been dropping since earlier in the month.

The connection had been uninterrupted for 30 days before this lot:

Session Ended Session Duration

13:08 11/Mar/2015 3:5:14
10:01 11/Mar/2015 0:8:12
09:50 11/Mar/2015 6:23:58
03:24 11/Mar/2015 5:46:4
21:35 10/Mar/2015 2:4:9
19:30 10/Mar/2015 2 Days, 6:23:11
13:04 08/Mar/2015 0:48:33
12:15 08/Mar/2015 17:23:5
18:37 07/Mar/2015 5:32:25
13:03 07/Mar/2015 14:47:40
22:15 06/Mar/2015 0:22:51
17:54 06/Mar/2015 2 Days, 4:48:35

Be interesting to see if the interleaving helps.

 

OK. Its really only things that connect directly to the phone line
that are relevant to the current discussion

 

Derek F wrote:

[snip]

The IP address you should be pinging is something on the internet that
is fairly certain to be available. www.bbc.co.uk or google.com are
probably good.

The first response to the ping command is to resolve the name to the IP
address; subsequent responses use the IP address that was identified
initally. For the BBC and Google the first IP address should remain
available - this might not be true for other websites.

The public IP address of your router has no effect on this; but that
fact that it changed indicates that there was propably a break in
connection.

 

So what did you mean when you wrote: "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."?
--
Cheers,
Roger
____________
Please reply to Newsgroup. Whilst email address is valid, it is seldom
checked.

 

We're getting a wealth of information from the OP but very little of it
is useful, mainly because we can't trust the reliability of any of his
kit. So ...


1) Is the connection between the computer and the router reliable? The
post above calls this into question.

This connection should be made using an Ethernet cable, thereby avoiding
any possibility that a problem with WiFi affects the situation.

The OP can confirm this by:

ping <router LAN IP address> -t

(I think you posted that your router LAN IP address = 192.168.1.254)

This should run forever with no failures. Test it by unplugging the
Ethernet cable - ping should continue with a variety of errors - then
reconnect the cable - after a time you should see reliable replies again.

Once we (and the OP) can trust this ....


2) Can the computer see the router's status page reliably and
continously? Some routers refresh the page every few seconds, others don't.

If this ever fails, investigate and resolve the problem before proceeding.

The purpose of viewing the status page is to see the sync speed, SNR
margin, and loop attenuation. If these vary by more than +-1dB then an
idea of what happens to the error counts (if shown) will be useful. For
now, we don't need to know any other parameters (please).

Specifically, what these parameters show when the user is unable to view
other web pages will be important - so the OP must have two browsers
open at the same time. This might be easier with two computers; but as
in (1) above, both should connect using Ethernet cables.


3) Now open a second command window and try:

ping www.bbc.co.uk -t

This should resolve to an IP address which is then pinged indefinitely.

You can test this: unplug the phone wire that connects the router to the
microfilter. The ping in (1) should continue just the same. The router
status in (2) should change to show the ADSL connection has failed.
This ping of www.bbc.co.uk should fail.

Now reconnect the phone wire. The router status page should indicate
that the ADSL connection is beginning to reconnect - it may show
"initialisation", then "training", and after about a minute (sometimes
two minutes) "showtime". Another part of the page should soon show the
public IP address allocated to the router and might start counting the
"connection up" time. This might take several minutes; what is
happening here is that your router is repeatedly sending your Plusnet
username and password to the authentication server, which eventually
accepts it and builds a connection for you.

All the while the ping will have shown failures. Once the connection is
fully restored the ping will show replies.

It may be possible to relate the flickering lights on the router to this
sequence of events - refer to the router's instruction book.


4) Given that the OP has RouterStats running, this will capture details
about the sync speed and SNR margin (and can be configured to capture
other parameters such as error counts).

The OP should make sure that RouterStats records all the log files.
This will allow him to relate any failures to see websites to the router
status at the time.

The IP address that RouterStats uses should be the one on the LAN for
the router (192.168.1.254 I think) - just in case the OP was trying
something else!

Repeating the test in (3) where the phone line is unplugged should show
what happens in the RouterStats logs - this give something to compare
with when a real failure occurs.

 

I posted the stats and summary at that time.
Just that, nothing is happening apart from it saying started and the
date and time.
Derek

 

Right, just the router and phone to the main phone socket and another
phone on the other socket. Though on advice I unplugged the extension
phone the other day.
Derek

 

Google and BBC are among sites often slow to open

Since checking it several times a day since the start of this thread it
does not stay the same for long.
Derek

 

Thank you. It shows that your mates at head office are on the ball just
from me running tests..
Although when uninterrupted web pages had been opening slowly for some
time.
Now to be patient to wait for the improvement.
Derek

 

If the telephone is wired correctly, removing the part of the master
socket that allows you to access the test socket should disconnect all
extension wiring - you might wish to plug that other phone back in to
it's extension socket and check that it actually is still disconnected
when you are using the test socket. If not (and the master socket was
set up that way by the installer) it is an installation error.
If the extension was added by someone since the ADSL was installed, it
is the fault of whoever added the extension, and it's wiring needs to
be moved to the connections on the inside of that removable part of
the master socket.

 

It is still disconnected.
If not (and the master socket was

Both sockets were checked by Openreach engineer soon after we moved here
in early 2007 and I was having a problem when with BT. That fault I was
told was caused by a faulty PCB at the exchange.
Since then with four different ISP's I only had a problem for a few
weeks last year with Sky. That fault either righted itself or SKY did
not admit correcting at their end.
Derek

 

Agree totally; except that mine was too busy to stop (and I tried quite
hard).

 

Trackers on vans and unwieldy job tours tend to do that to a field engineer
(unless you're an old 'soak' and then you just deal with one end user at a
time, which could be 30 minutes or vastly longer if need be).