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tonyw1
Contributor
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Message 1 of 8

Super Fast Fibre Plus Intermittent Dropouts

Since upgrading to Fibre Plus I've been experiencing intermittent dropouts. The DSL will drop and reconnect in a minute or two on average every few days but can be anything between an hour and three weeks.

Two weeks ago I called 150 and was told that there was a fault in the cabinet and an engineer visit was booked. It never happened and the fault status was reset to normal. I phoned again and was told that it's not considered a fault unless it happens many times a day!!!!!!

I can't connect to online diagnostics, but my router stats show 

DSL uptime:0 days,00 Hours48 Mins13 Secs
Data rate:19.999 Mbps / 75.449 Mbps
Maximum data rate:25.087 Mbps / 75.437 Mbps
Noise margin:8.2 / 3.3
Line attenuation:17.0 / 13.7
Signal attenuation:16.8 / 13.7
 
Which looks strange because the data rate is higher than the maximum data rate.
 
Can a moderator please help.
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7 REPLIES 7
tonyw1
Contributor
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Message 2 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

This is the router tech log of the last dropout..

 

08:05:03, 07 Oct.DSL Link Up: Down Rate=75700kbps, Up Rate=19999kbps; SNR Margin Down=0.0dB, Up=0.0dB
08:04:38, 07 Oct.WAN Sensing Auto sensing Complete, interface selected
08:04:37, 07 Oct.WAN Sensing Auto sensing Running
08:04:37, 07 Oct.WAN Sensing Auto sensing Complete, interface selected
08:04:36, 07 Oct.WAN Sensing Auto sensing Running
08:04:30, 07 Oct.WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
08:04:23, 07 Oct.PPP: Stopped PPP daemon(0,1,5)
08:04:20, 07 Oct.PPP LCP Send Termination Request (User request)
08:04:17, 07 Oct.PPP LCP Send Termination Request (User request)
08:04:17, 07 Oct.PPP: IPCP down
08:04:17, 07 Oct.PPP: LCP down
08:04:17, 07 Oct.DSL Link Down: duration was 151821 seconds
 
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Sage
Sage
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Message 3 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

The most common cause of drop-outs is noise on the line. Do  a quiet line test on 17070 option 2, any noise report a line fault on 151.

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tonyw1
Contributor
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Message 4 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

The line is quiet.

The tech support chap I spoke to first said that my DSL had dropped three times recently due to a fault at the cabinet and requested engineer visit but nothing happened.

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Distinguished Sage
Distinguished Sage
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Message 5 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

the good thing is the dropouts have not yet affected your connection which still looks good  when dropouts happen what colour changes do you see of the hub light

have you tried using the test socket with a filter even if you currently have a filtered master socket to see if that helps stability



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tonyw1
Contributor
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Message 6 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

Router light goes to orange for about a minute then back to blue. Smart Hub Manager shows DSL disconnected.

I had an Openreach engineer here earlier this year and he fitted the latest master socket adjacent to my router and checked out the internal wiring giving it a clean bill of health and also renewed the wiring between my house and the cabinet. Subsequently, I had a rock solid 50Mb connection. The trouble started when I upgraded to Plus.

The tech support guy identified noise spikes at the cabinet in the road.

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tonyw1
Contributor
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Message 7 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

Good news.

I raised a complaint this morning and the tech team have apparently found something and are sending a specialist fault investigator to my house tomorrow morning.

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Moderator
Moderator
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Message 8 of 8

Re: Super Fast Fibre Plus Intermittent Dropouts

@tonyw1 thanks for the update, post back to let us know how the SFI visit goes.

Community ModeratorNeilO
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