Broadband Connection dropping randomly.

[#1]

@stu1892 

I take it you're still using a Hub One?

If so, if you have a windows pc which can left turned on and connected directly (wired) to the Hub One, then there is a monitor program which can be run to check the behaviour of the DSL connection.

http://www.vwlowen.co.uk/RouterStatsHub/routerstatshub.htm 

If you want to give it a try it might highlight some line issues, it is recommended to change the sample  to as follows, this setting is found under the Config tab 

The program still runs when minimised and should be left viewing the Noise Margin tab when running.

The noise margin graph is the most useful, so capture an image which covers a failure time.

HTH

[#2]

I'll check to see if a work laptop has an ether net connection, but I'm not sure.

Off again right now. 🙄

[#3]

After a short period of no issues(that I've noticed, it's happened twice with very bad timing.

I don't have a machine where I can leave it connected.

What's the next step here? Do I ask for a new hub? I turned down an opportunity of an upgrade when I renewed contract.

Every text or any help on here say the line is fine outside.
It just drops and reconnects when it wants.

[#4]

@stu1892 Which Hub do you have? In any case, can you provide the Error log?

[#5]

Hi Jab1

It's a Hub 1.  I decided against getting a new hub when i renewed my contract.

Here is the WAN log for the latest drop, this morning.

08:00:27, 01 Nov.	(1388110.020000) WAN operating mode is VDSL
08:00:27, 01 Nov.	(1388110.010000) Last WAN operating mode was VDSL
08:00:25, 01 Nov.	(1388108.030000) PPP IPCP Receive Configuration ACK
08:00:25, 01 Nov.	(1388107.910000) PPP IPCP Send Configuration Request
08:00:25, 01 Nov.	(1388107.900000) PPP IPCP Receive Configuration NAK
08:00:25, 01 Nov.	(1388107.900000) PPP IPCP Send Configuration ACK
08:00:25, 01 Nov.	(1388107.890000) PPP IPCP Receive Configuration Request
08:00:25, 01 Nov.	(1388107.880000) PPP IPCP Send Configuration Request
08:00:23, 01 Nov.	(1388106.090000) PPPoE is up -​ Down Rate=39950Kbps, Up Rate=7198Kbps; SNR Margin Down=9.3dB, Up=6.3dB
08:00:23, 01 Nov.	(1388106.070000) CHAP authentication successful
08:00:23, 01 Nov.	(1388105.970000) CHAP Receive Challenge
08:00:23, 01 Nov.	(1388105.960000) Starting CHAP authentication with peer
08:00:23, 01 Nov.	(1388105.960000) PPP LCP Receive Configuration ACK
08:00:23, 01 Nov.	(1388105.950000) PPP LCP Send Configuration ACK
08:00:23, 01 Nov.	(1388105.950000) PPP LCP Send Configuration Request
08:00:23, 01 Nov.	(1388105.950000) PPP LCP Receive Configuration Request
08:00:23, 01 Nov.	(1388105.870000) CHAP Receive Challenge
08:00:23, 01 Nov.	(1388105.870000) Starting CHAP authentication with peer
08:00:23, 01 Nov.	(1388105.870000) PPP LCP Receive Configuration ACK
08:00:23, 01 Nov.	(1388105.870000) PPP LCP Send Configuration Request
08:00:23, 01 Nov.	(1388105.860000) PPP LCP Receive Configuration Reject
08:00:23, 01 Nov.	(1388105.860000) PPP LCP Send Configuration ACK
08:00:23, 01 Nov.	(1388105.860000) PPP LCP Receive Configuration Request
08:00:23, 01 Nov.	(1388105.850000) PPP LCP Send Configuration Request
08:00:16, 01 Nov.	(1388098.700000) PTM over DSL is up
07:48:55, 01 Nov.	(1387417.400000) PTM over DSL is down after 18089 minutes uptime
07:48:55, 01 Nov.	(1387417.400000) PPPoE is down after 18089 minutes uptime [Waiting for Underlying Connection (WAN Ethernet 7 -​ Down)]
07:48:51, 01 Nov.	(1387413.840000) PPP LCP Send Termination Request [User request]
18:18:59, 19 Oct.	(302048.000000) WAN operating mode is VDSL

[#6]

@stu1892 Your connection appears to stay stable for around 12-13 days, looking back over previous log reports, whereas I would expect it to last longer than that. Also, the 'recovery' time looks a little excessive. I'm just wondering if there is something strange going off with your connection at the cab, or further downstream. I don't know - maybe others have more idea?

[#7]

@stu1892 

08:00:16, 01 Nov.	(1388098.700000) PTM over DSL is up
07:48:55, 01 Nov.	(1387417.400000) PTM over DSL is down after 18089 minutes uptime

The log events suggests a 12 minute DSL outage, what is the weather like locally any storms? Check with your neighbours see if they have had the same this morning.

[#8]

I think it coincides with Virgin installing in the street.  I may be wrong though.

Downtimes have been 5 mins to 4 hours!  They have been several times a week or once a month for perhaps 6 months now.

Every 'Help' request by text has come back saying the line 'looks' fine. 

Rebooting the router doesn't help.  I just leave it after texting help.  75% of the time it comes back as I get the text back to say the line is fine!

Is it worth requesting a new Hub?  When it happens, i typically don't have time to go through every troubleshooting step again with an advisor as I'm working etc. 

[#9]

I don't think your kit is at fault - but there is no harm in trying to get a newer Hub.

[#10]

Speak to the neighbours?!?!  Nobody likes doing that!  I'll try and catch them.

No storms but pretty miserable.  But this issue has been going on for months intermittently.

[#11]

I speak to my neighbours - when I see them. 😉

I still think this is an Openreach equipment issue.

[#12]

Agree about speaking to neighbours, any local Facebook groups for your area?

A 12 minute down to me is a bit long for a cable fault between you and the green cabinet. Maybe someone from Openreach was working in the cabinet.

The harsh reality of the situation is there would need to be a new trend of outages for plusnet to look at this problem as the evidence is you've had a stable connection for 12 days. 

[#13]

@stu1892 - Hi, here is a log of the drops @ http://visualradius.plus.net/visualradius/generated/image16988284281151.png . The connection is looking fine from my end apart from these 2 hour long drops you're having. It hasn't happened for about 2 weeks so may well have been works in the area or maintenance. We could really do with you ringing up when it happening so we can run a test then if it happens again.

[#14]

Agreed, @Dan_the_Van , but I would expect a connection to remain stable for longer than 12 days unless there was an underlying issue. My old PN ADSL connection had been up for ~300 days before I moved, and the previous break was after almost as long. FTTC sis supposed to be far superior to ADSL.

[#15]

Thanks @James30 

I'll try and call next time, but like this morning's connection it was down for 10 minutes or so. 
I'd say it's happening too frequently to be works going on.

Ill try and see if neighbours are having similar issues.