Internet keeps dropping on a daily basis

[#1]

many thanks all.

Please see attached WAN.txt log files from Friday to this morning.

@Townman , my update to your observations:

1, 2, 4 noted.
3 no extension wiring.
5 - WAN.txt attached.
6 - definitely on copper telephone connection in the house with SSE (been with them from around Oct 2018 to Nov 2021). Not sure how that translates in the Exchange.

@Gandalf thank you I will reply to the ticket now to arrange a visit. As you can see, I've had some turbulence over the weekend and also this morning after 9am.

Many thanks all.

[#2]

At first I had thought that the router log was not the most useful of information to share ... however on closer inspection, I note that the SNRM at resync is all over the place, not 3dB or 6dB.  It is also notable that the double sync lines, just a few seconds apart report different SNRM values for the same sync rate.  That makes me wonder if REIN is an issue here.  Personally, I would be setting up router stats to obtain a clearer picture of what is happening here.

ADLS and FTTC both use copper to the premises.  ADSL is copper all the way from the exchange.  VDSL (FTTC) is fibre to the street cabinet and then copper to the premises.  That being the case, there is some possibility that you could have been on FTTC with SSE ... but as suggested, I have no idea when SSE discontinued offering ADSL - which will exclude them from some geographies.

[#3]

Thanks for getting back to us @badkarma

I can see we've booked the engineer visit and updated the ticket 221339998 with the appointment details. 

Let us know how it goes. 

[#4]

Hello all. I come with an update.

The Openreach engineer came today, very nice chap, very professional and replaced my old phone socket for a new shiny one that had two connections where both the phone line and cable from router plug directly into it, and not needing the filter box which is now spare not connected.

He arrived at 2pmish left about 3pmish but as you can see from this evenings logs, my internet is still having issues unfortunately.

@Townman  thank you for your comment of: "I note that the SNRM at resync is all over the place, not 3dB or 6dB.  It is also notable that the double sync lines, just a few seconds apart report different SNRM values for the same sync rate.  That makes me wonder if REIN is an issue here." - @Gandalf  do you want me to add this thought to the ticket? I have already updated the support ticket with the attached and some info.

I have highlighted the continued disconnections in red bold to make easy reading.

The issue seems to be getting worse day by day. Today has been a bit of a nightmare trying to get any work done and eventually had to tether my mobile phone 4G to get my work done.

@Townman I mentioned to the engineer today your thoughts on REIN.

Also I have done a quiet test today on the line and still the save very quiet electrical buzz / hum.

Grateful for any more thoughts received.

Thank you.

.

[#5]

@badkarma Nice as that OR may have been, he hasn't resolved the problem, as your WAN log shows. I still suspect an issue outside your premises (between you and the exchange), or possibly in the exchange itself - those logs look very much like some I had some years ago, where the issue was traced - eventually - by an SFI to a faulty frame at the local exchange. This may not be your issue of course, but it might be an idea for the next engineer to check the connection back to the exchange.

[#6]

Many thanks @jab1  yes I think so too. There's nothing else to replace in my house now as I've tried different routers, different cables and now different phone socket. Agree it must be something external to the house also, as your say probably in the exchange. I will add your comments to the official call also. Many thanks,

[#7]

Hi @badkarma,

I'm sorry to hear that the connection is continuing to drop despite the work carried out by the engineer yesterday. You've mentioned that the connection has dropped out since the engineer left and we can see that reflected in our RADIUS report, however I'd like to ask if you're noticing any issues with the landline service at this time, or if that side of things seems to be fine? The reason I ask is that this was initially detected as a landline fault by our systems, so if there's still a problem on that front, we'd need to deal with it as such.

[#8]

Hello @TheMightyAJ 

I don't us the landline at all for calls. I just use my mobile these days. I've never given my landline to anyone as I don't know it (apart from it being on the original docs when I signed up.

Infact, I only bought a telephone from a charity shop last week for £2 to do a quiet line test, otherwise, preivouly there was no phone connected. Just the router.

However, weirdly, someone or something called the phone (still plugged in at the moment from engineer testing yesterday) this morning about 10am. When I picked it up, there was no-one on the other end.

My wife said she also experienced this yesterday but it was a telemarketing person selling energy. She said the line was OK. No crackling. Crystal clear..

Latest update while I am on is a drop out last night at 20:11, then I was getting hopeful all OK since until line dropped t 9:28 this morning.

been OK since but tempting fate as I expect more dropouts during the day unless something has been fixed elsewhere since.

Attached logfile from last night to now.

[#9]

@badkarma If you don't use a landline phone under normal circumstances, and now you have confirmed there is no noise on the line, you can safely disconnect it - but keep it somewhere safe, you never know when it might come in useful.

With respect to the PPP drops still being observed - as I've said before, this is a BT circuit issue which needs addressing.

[#10]

Not having a phone connected to a line can mask a good number of technical issues which might account for line drops.  In certain circumstances, a call being placed on a line (irrespective of there being a hand set plugged in) can cause the broadband connection to drop.

IIRC such can be caused by a faulty card in the exchange, which might not be detected by tests from the exchange.

[#11]

@Townman I agree, so I suppose the OP should possibly leave the phone connected - with the ringer off, if possible, so they can check for incoming calls, although if they don't use it the only incoming ones will most likely be spam to be ignored.

The card issue is one of the reasons I suggested the next BTOR investigation should be looking outside the property and at the Openreach equipment.

[#12]

---

@jab1 wrote:

@Townman I agree, so I suppose the OP should possibly leave the phone connected - with the ringer off,

---

But then one would not know that there was a call on the line coincident with a broadband drop. 🤔

So many people seem to believe that because they do not have a phone plugged in, the line is not being used for voice calls.  The truth of the matter is that they have no idea when or if some unsolicited party is ringing their phone line.

[#13]

OK. Depends on the phone/handset you have. My Siemens Gigaset has a visual 'missed call' indicator  and a 20-number memory, with date/time of call notification.

[#14]

@jab1  @Townman @TheMightyAJ   Thank you all for your comments help.

I have added your thoughts to the main support call and they are referring to a back end support team for further investigation. 

Someone will get back to me within 72 hours I understand.

I will also plug phone back in to see if it rings but as was plugged in from yesterday and overnight, it didn't ring at 20:11 last night and 09:28 today when it failed ut yes I also think it is "the other end" somewhere exchange wise. Will wait to see what comes out of the wash with the back end support team.

Thank you very much all.

I will keep you all posted.

[#15]

Hello all. An update.

Weekend only saw a couple of dropouts and since then, worked perfectly at home all Monday and Tuesday with no drops at all.

The update on the official call last Friday for your info was:

"I’m sorry to see that you’ve been struggling with the connection stability recently. To try and improve this for you we have made some changes to the connection parameters to improve the connection for you and the changes can take a few days to take effect."

Current speed has dropped slightly from original as tested by speedtest.net, but I'm OK with this for the Teams calls I need to do each day for work. 

 PING ms 31

 DOWNLOAD Mbps 7.00

 UPLOAD Mbps 1.00

I've not received any specific technical explanation (i did put all your recommendations onto the call as things for the support team to check out) other than above statement so assuming they've jiggled the reliability  timeout windows which may be why speeds are lower.

As I say, it seems OK for the past couple of days. Hoping it will continue to be so.

Fingers crossed.

Thank you again all.