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Distinguished Guru
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Message 1 of 19

DSL Link keeps dropping

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Need some help here with my Infinity 2 connection. My connection is usually about 59mb but lately down to 55mb but not too worried about that. it is just that the DSL link keeps dropping for a few seconds and reconnects with sometimes 18Mb throughput on downstream and sometimes about 7mb up.Then a few seconds later reconnects at 50Mb or 55Mb . Mainly afternoons for the drops. Sometimes 5 or 6 times a day sometimes 10/12 times. This has been going on for about a month or so. Coincidently I had my drop wire extended and rerouted about 2 months ago.

 

Reported a fault 4 times now and end result is that no one can sort this out. Last support person claimed it was my wireless connection and had me change that. I kept asking "What For", I'm using ethernet connection but it wouldn't sink in,then finally he came back and said that they could find no fault at there end, and I should just keep an eye on it.

This happens using a BT HH5, a draytek 2860 and a Fritzbox 7490

 

The WAN log from the HH5 shows: some of this is edited out for space reasons.

16:30:23, 16 Jul. PPP LCP Send Configuration Request

16:29:52, 16 Jul. DSL Link Up: Down Rate=55000Kbps, Up Rate=16083Kbps; SNR Margin Down=7.5dB, Up=6.0dB

16:29:41, 16 Jul. WAN connection PTM disconnected

16:29:31, 16 Jul. PPP LCP Send Termination Request (User request)

16:29:28, 16 Jul. PPP LCP Send Termination Request (User request)

16:29:27, 16 Jul. DSL Link Down: duration was 4898 seconds

15:08:24, 16 Jul. WAN connection PTM connected

15:07:51, 16 Jul. DSL Link Up: Down Rate=29819Kbps, Up Rate=7829Kbps; SNR Margin Down=6.1dB, Up=6.3dB

15:07:39, 16 Jul. WAN connection PTM disconnected

15:07:30, 16 Jul. PPP LCP Send Termination Request (User request)

15:07:27, 16 Jul. PPP LCP Send Termination Request (User request)

15:07:26, 16 Jul. DSL Link Down: duration was 84071 seconds

15:46:49, 15 Jul. WAN connection PTM connected

15:46:47, 15 Jul. PPP LCP Send Configuration Request

15:46:16, 15 Jul. DSL Link Up: Down Rate=55000Kbps, Up Rate=17184Kbps; SNR Margin Down=8.0dB, Up=6.0dB

15:45:52, 15 Jul. DSL Link Down: duration was 31 seconds

15:45:23, 15 Jul. DSL Link Up: Down Rate=55000Kbps, Up Rate=15225Kbps; SNR Margin Down=7.3dB, Up=6.0dB

15:45:12, 15 Jul. WAN connection PTM disconnected

15:45:02, 15 Jul. PPP LCP Send Termination Request (User request)

15:44:59, 15 Jul. PPP LCP Send Termination Request (User request)

15:44:58, 15 Jul. DSL Link Down: duration was 3603 seconds

14:45:30, 15 Jul. WAN connection PTM connected

14:45:28, 15 Jul. PPP LCP Send Configuration Request

14:44:58, 15 Jul. DSL Link Up: Down Rate=28166Kbps, Up Rate=3341Kbps; SNR Margin Down=6.0dB, Up=6.4dB

14:44:46, 15 Jul. WAN connection PTM disconnected

14:44:37, 15 Jul. PPP LCP Send Termination Request (User request)

14:44:33, 15 Jul. PPP LCP Send Termination Request (User request)

14:44:33, 15 Jul. DSL Link Down: duration was 4368 seconds

13:32:19, 15 Jul. WAN connection PTM connected

13:32:19, 15 Jul. PPP IPCP Receive Configuration ACK

13:32:17, 15 Jul. PPP LCP Send Configuration Request

13:31:47, 15 Jul. DSL Link Up: Down Rate=47725Kbps, Up Rate=9900Kbps; SNR Margin Down=6.2dB, Up=6.0dB

13:31:35, 15 Jul. WAN connection PTM disconnected

13:31:25, 15 Jul. PPP LCP Send Termination Request (User request)

13:31:22, 15 Jul. PPP LCP Send Termination Request (User request)

13:31:22, 15 Jul. DSL Link Down: duration was 22764 seconds

07:12:33, 15 Jul. WAN connection PTM connected

07:12:32, 15 Jul. PPP IPCP Receive Configuration ACK

07:12:31, 15 Jul. PPP LCP Receive Configuration Request

07:12:31, 15 Jul. PPP LCP Send Configuration Request

07:12:00, 15 Jul. DSL Link Up: Down Rate=55000Kbps, Up Rate=16700Kbps; SNR Margin Down=7.1dB, Up=6.0dB

07:11:49, 15 Jul. WAN connection PTM disconnected

07:11:40, 15 Jul. PPP LCP Send Termination Request (User request)

07:11:37, 15 Jul. PPP LCP Send Termination Request (User request)

07:11:36, 15 Jul. DSL Link Down: duration was 43445 seconds

This definitely not a lease request as its set for 11 days.
 

I have checked the phone line with a corded phone and there is no noise on it.

Appreciate some input and help

toekneem

(EASBF)

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Message 2 of 19

Re: DSL Link keeps dropping

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looks like you need an engineer to take a look at your line

 

One thing to keep an eye on until you get an engineer and that is does the Line attenuation change a lot when you get a vastly lower sync rate?

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Distinguished Guru
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Message 3 of 19

Re: DSL Link keeps dropping

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Hi ,thanks for the help.

 

trouble is getting BT India to recognise there is actually a fault.

4 times now I have opened a fault report and each time it shows as checking at the Bt retail server and then a few days later is closed as complete. Thats as far as it gets (BT Retail Server). On one fault report I had arranged for an engineer appointment and 2 hours later BT rang and cancelled it saying that they had indentified a fault trhat was affecting some users on my area code and I would not now need an engineer. Guess what, when the fault was supposedly restored, NO improvement.

 Not sure about the attenuation as it does not keep a record in the logs. Will have to check next time it happens

toekneem

(EASBF)

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Distinguished Guru
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Message 4 of 19

Re: DSL Link keeps dropping

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2 more dsl link drops in a matter of a few minutes.

Downrate was 55Mb and up was 16Mb and the attenuation was 17.8 down and 22.8 up, then a dsl link drop and downrate came back up as 34Mb down and 6Mb up with the attenuation of 24.1 down and 29.9 up then a few seconds later dsl link drops again and comes back up with the downrate of 55Mb and up of 16Mb and attenutaion of 17.8 down and 22.7.

 

any ideas.

 

should add that this time I noticed a flashing broadband light for a couple of seconds and the power light was flashing orange . first time I have spotted this.

toekneem

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Distinguished Sage
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Message 5 of 19

Re: DSL Link keeps dropping

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Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call
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Distinguished Guru
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Message 6 of 19

Re: DSL Link keeps dropping

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Done the quiet line test with a corded phone I have and there is no noise on the line.

toekneem

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Distinguished Sage
Distinguished Sage
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Message 7 of 19

Re: DSL Link keeps dropping

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Are you using the test socket with a new filter?  When you use test socket did you check that extension sockets have no dial tone

 

Do you use a phone extension cable to connect router to socket?



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Distinguished Guru
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Message 8 of 19

Re: DSL Link keeps dropping

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Thanks, Have tried in the test socket with 2 fairly new filters all to no avail. Only one ext socket and this was disabled, also I do not use any extension cables on the phone or HH.

toekneem

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Message 9 of 19

Re: DSL Link keeps dropping

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You appear to have covered all you can do so engineer visit needed. Phone CS and get engineer visit and if problems just need to be persistent and insist 



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Message 10 of 19

Re: DSL Link keeps dropping

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I am going to give them till monday, see if they ring back or close the fault as completed and then I will tell them I want an engineer. Did have one booked the other week but BT cancelled it saying they had identified a fault that was affecting some on the 01268 are code but that was supposed to be sorted days ago and my problem persists.

Thanks

toekneem

(EASBF)

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