Experiencing frequent loss of fibre broadband

[#1]

Is this the culprit?

@Pauline_S no BUT the wiring on the faceplate likely is!

The connectors on the faceplate are for an unfiltered connection, they should not be used for phone extension wiring!

With the faceplate removed , they are obviously not connected.

The connectors for a phone extension are the ones on the fixed backplate. This is different to the pre NTe5C  master socket and faceplate.

The connectors are 'cam lock' so you just lift them up to disconnect and push down over the wire to reconnect. 

I'd suggest that since you are no longer using a phone, you just disconnect them, tape them up out of the way. If you really want to keep them , then they should be reattached to the connector on the fixed backplate.

[#2]

For infor, there's a guide here on wiring NTe5C and Mk4 faceplates https://www.run-it-direct.co.uk/blog/installing-a-mk4nte5c-combined-socket-14.php

[#3]

Aha! ok i see, thanks for the info, very much appreciated @MisterW 

Feels like progress at last! 😀

Just to be 100% clear, in the photo it's the wires to the right of the circle i can just remove and tape up?

I might not get time today to do it, if not i'll do it in the morning.

[#4]

@Pauline_S its the two wires that are attached to the connector on the (now loose) faceplate. You should find that they are the ends of the cable that you ringed. Just 'flick' up the connector where the wires enter it. Remove the wires, tape them up (preferably separately) and just push them in with the other bunch of wires.

You can then put the faceplate back and connect the router to the DSL port on the faceplate.

Personally , I'd leave it connected to the test socket for at least another day to be absolutely sure that's the problem before putting the faceplate back.

[#5]

Agree totally with your final comment, @MisterW 

[#6]

Thanks @MisterW

I'll leave it until later tomorrow 👍

[#7]

@Pauline_S how's things looking today ?

[#8]

Hi @MisterW

Had a surprise phone call from PN yesterday tea time. I explained the latest with the test socket, they said they've done tests and still no faults can be found, recommended leaving the Hub connected to the test socket for a week as in there logs it showed that we went a week between dropouts, before it went crazy last weekend.

In that case i thought that sounded a good idea, so we agreed to close the ticket and if it starts playing up again they will get an engineer to come out and check everything for us (had email confirming this)

Just noticed today that it went off around 11hrs ago so roughly 4am, and the speeds have changed again.

Downstream sync speed: 76.691 Mbps

Upstream sync speed: 19.999 Mbps

Noise margin: 7.4 / 5.1

Line attenuation: 9.7 / 15.6

Signal attenuation: 9.6 / 17.0

I've attached the latest event log if it helps.

[#9]

@Pauline_S Those figures still look good. The chances are that event at ~0400 was the DLM adjusting your speed upwards.

[#10]

Just noticed today that it went off around 11hrs ago so roughly 4am, and the speeds have changed again.

Downstream sync speed: 76.691 Mbps

Upstream sync speed: 19.999 Mbps

@Pauline_S That's probably the DLM doing its thing. The DS sync actually improved, so I wouldnt worry too much about that. It also dropped the SNR a little so it may reverse it later if the error counts increase too much. DLM adjustments tend to happen in the early hours.

If you're happy to stay with the faceplate off for a while then fine, it will confirm/or not whether the problem is definitely the faceplate/extension wiring.

TBH I'm a little surprised that the extension wiring seems to be causing such a major problem. Yes, the wiring can act as a big 'aerial' picking up all sorts of electrical noise but it usually only creates big problems if the third 'ring wire' is connected. In your case there is only two wires connected, so it shouldnt be a major problem. 

Roughly how long is the extension ? and was there anything still plugged in to the extension socket ?

PS I was wondering what support would say ? not a lot it seems , other than lets wait and see! Why they didn't suggest the test socket I've no idea!!

[#11]

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@MisterW wrote:

Roughly how long is the extension ? and was there anything still plugged in to the extension socket ?

PS I was wondering what support would say ? not a lot it seems , other than lets wait and see! Why they didn't suggest the test socket I've no idea!!

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I think the extension goes up to the loft from the hall and then to the bedroom, i don't know how long exactly that would be.

Nothing plugged into the extension socket for years.

Honestly i was quite impressed with the PN guy that rang, knew everything that had happened so far and at least i know that if problems start again then they will send someone out.

But i'm very grateful i've had you @MisterW , @jab1 and @Dan_the_Van to guide me 🙏