Experiencing frequent loss of fibre broadband

[#1]

Good morning, no the only thing we we're told to do was disconnect the mesh for 24hrs, which made no difference and then the DLM reset yesterday which has basically made things as bad as they were at the beginning.

Replied to the ticket last night but no reply back yet.

[#2]

In that case, @Pauline_S Can you try @MisterW 's suggestion, and leave it like that for 24/36 hours or so?

[#3]

no the only thing we we're told to do was disconnect the mesh for 24hrs

@Pauline_S to confirm what @jab1 said earlier , the mesh will have NO effect on the drops!

I'm amazed that no-one in support has requested using the test socket. Whilst the Mk4 faceplate is very convenient for filtering phone and extension circuits, it does have some flaws. It is just clipped to the backplate rather than screwed as in previous versions and the connectors are no longer gold-plated and so subject to deterioration.

First find a DSL filter, there should have been one sent with the Hub 2. Then switch off the Hub, unclip the Mk 4 faceplate, connect the DSL filter to the socket that is now exposed on the backplate and plug the router into the DSL port on the filter. Switch the router back on and let's see if that has any effect.

If it doesn't stop the drops , then at least it proves conclusively that the problem is external and needs an Openreach visit pronto.

[#4]

@jab1 @MisterW Thanks both, as per your instructions i've connected the Hub to the test socket.

Stats are now showing :

Downstream sync speed: 73.311 Mbps

Upstream sync speed: 19.999 Mbps

[#5]

Interesting, @Pauline_S . What are your SNR figures? As I said , leave it like that for a period - as you noted  when PN did the reset, the system will try the highest theoretical speed, but if a fault is present  (externally), it will attempt a correction.

[#6]

@jab1 Hi, showing this on the Hub.

Noise margin: 7.1 / 6.1
Line attenuation: 9.7 / 15.6
Signal attenuation: 9.7 / 17.0

[#7]

)Cheers, @Pauline_S All those figures (speed/noise margin/attenuation) tell me things are - so far - all good. Lets see what the next 24/36 hours brings.

[#8]

A quick update, just over 24hrs plugged into the test socket and no issues to report in that time period.

Currently waiting for a response on the support ticket.

[#9]

Good to hear, @Pauline_S . Give a bit longer, and we'll see if there is a solution that doesn't involve waiting for Openreach.

Anything on your event log?

[#10]

@Pauline_S 

When you view the front of the master socket do you have any extension phone wires connected to the connector to the left of the master socket?

Poor quality or incorrectly installed extension cables can impact broadband sync speed, if you not have a landline phone which uses a copper connection then I'd recommend removing any. 

HTH

[#11]

@jab1 Not 100% sure what i'm looking for on the logs but i've attached the latest.

@Dan_the_Van Hi there, no wires are on the left of the socket. We did have exentions for upstairs a long time ago but they were removed when we had the 5c master socket installed.

Still waiting for a reply on the ticket.

[#12]

@Pauline_S Thanks for those logs - it's heartening to see a user who provides useful information. Looking at your current logs, you have not suffered a DSL drop since 10.36 yesterday morning (when you switched to the test socket?) which tends to lead me to the suspicion that the problem could well be the connection between the faceplate and the socket in the box.

I suggest you leave it as is for another 24 hours or so to 'confirm' this. Is your master socket in a position where it can be knocked/disturbed?

[#13]

Not 100% sure what i'm looking for on the logs but i've attached the latest.

Looks like there's been no drops since 10:35 yesterday, when it synched at 73311 down , 19999 up with margins of 6.2 & 7.2 respectively.

Give a bit longer, and we'll see if there is a solution that doesn't involve waiting for Openreach

Assuming no more drops, then options are:-

1) leave it like it is with a filter plugged into the test socket

if 1) isnt acceptable from a visible point of view

2) reattach the faceplate, making sure its seated and firmly clipped on , then reconnect the dsl cable. See if drops still happen, if they do then get Openreach to replace the master socket and Mk4 faceplate OR revert to 1) and adopt the 'if its working, don't beggar about with it' approach.

[#14]

Okay i might be being daft but i've just noticed there is a cable going up behind the socket on the left hand side, then "light bulb" moment that is the old extension cable for upstairs which was fitted by a local engineer. Is this the culprit? Not so confident on how to remove it though.

Attached a photo and it's in the red circle i've added.

[#15]

@Pauline_S I agree with all that @MisterW has said in his post above, although I note the master socket is not on a 'flat' wall, which could be part of the issue.

I'll let him comment on the 'extension' cable, although it probably won't be helping (says me with little experience on that side of things).