FTTC connection dropped at similar time each day

[#1]

Since switching to Plusnet in December we've had the connection dropped almost daily, at a variable time generally between 11:00 and 12:00.  We're not doing anything to coincide with these events, and have not introduced any new electrical goods to the house in the time frame. Reconnection often takes approx 7 minutes and this is a bit of a pain for working-from-home.

Openreach engineer visited last week and couldn't detect anything wrong on the line. There is no audio problem with the phone line.

We've tried disconnecting everything hardwired to the router. I've had a replacement router from Plusnet, and have now tried a completely different purchased router; all to no avail.

We were previously with BT and didn't have any problems then, but could be coincidental with the changeover to Plusnet. 

If I speak to Plusnet again, are there any further tests or analysis that I can ask for to try to find the cause of the outage?

Cheers,

Oliver

[#2]

@ojstroud Is this 11-12AM or PM? That longish reconnection time suggests an xDSL drop - which modem/router do you have connected, currently?

[#3]

@jab1 Timings are AM.

Current router is a new TP-Link Deco AX3000 /X50-DSL, which admittedly has been in place for only 24 hours, but an outage today fits the pattern. 

The previous two are Plusnet supplied Hub Two.

[#4]

OK, Oliver. I hate to ask this, but the Hub2's give easier to understand data - is it possible to reconnect the second Hub2 for a while -it obviously won't solve the issue - and, say around this time tomorrow post the output from the WAN tab of its error log? This should give a baseline to work from, and may reveal the answer  to the problem.

[#5]

@jab1 

Hi John,

I could swap back, but I've already saved logs recently - is the attached any good?

Thanks,

Oliver

[#6]

Are those from the TP-Link or the hub2? Also, trying to read them from that 'text' input is a little difficult, although if I can remember how, I may be able to convert it to a more readable format.

At a very quick glance, I can't see anything to give me a clue.

[#7]

That's from the Hub2. I use Excel then filter using keywords. The last outage on that log was at 11:49:29 (Line 307).

[#8]

@jab1 

do a search for DSL link down

The same information would be found in the TP-Link log

[#9]

Fair enough - I remembered how to convert it to a more readable format, and you appear to be losing connection with the internet - DSL failure/disconnection when you say the connection drops - this shouldn't happen as regularly as this, if at all. 

[#10]

Cheers @Dan_the_Van - I just opened it with Notepad+ -see my comments above.

Do you have any ideas?

[#11]

@jab1 

This is the failure in the log for line 307, latest entry is at the top

11:49:30, 30 Jan. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
11:49:29, 30 Jan. PPP: Stopped PPP daemon(0,1,5)
11:49:29, 30 Jan. PPP LCP Send Termination Request (User request)
11:49:29, 30 Jan. PPP: IPCP down
11:49:29, 30 Jan. PPP: LCP down
11:49:29, 30 Jan. DSL Link Down: duration was 86292 seconds

There are dsl link down in the time period 11:09 and 12:00 across a few days; note one at 17:09. The failures are just once a day rather than continuous  this could suggest local interference, something being turned off/on?

Dan

[#12]

@Dan_the_Van I have a feeling you could be on to something there, especially as they all seem (except the 17.09 one) to be within a narrow time-frame.

@ojstroud - anything in your home/local area you can think of?

[#13]

The 17:09 is likely my doing. Similarly 13:45 on 26 Jan was when Openreach engineer visited and tested the line. 

Yes, I also suspect electrical interference. We are semi-detached, and have spoken to the attached neighbour but she doesn't fit the pattern. Our line comes from poles between a couple of houses in an adjacent road... I might have to go and talk to them.

Is there anything further I can ask of Plusnet/Openreach at this stage e.g. some kind of line monitoring?

[#14]

I doubt either Plusnet or Openreach would do line monitoring for this , but I could be wrong - no harm in asking I suppose, though.

From past experience on here, it is usually down to the end-user to attempt to find the source of the interference.

[#15]

@jab1 

I would say it is worth going through the standard advice for fault finding.

1) if possible connect the Hub to the test socket hidden behind the master socket 5C, you will may need an inline ADSL filter for this.

2) perform a quiet line test dialling 17070 selecting option 2 and check for any noise on the landing phone line

If there is report a phone fault here :-

https://www.plus.net/help/report-a-problem/phone/#phone 

3) if there is no phone fault the report a broadband fault here:- 

https://www.plus.net/help/report-a-problem/broadband/#broadband 

Dan