Reported Intermittent connection drops, engineer supposedly sent

[#1]

Hi @NootNoot could you pop me a private message with your username please, the ones linked to your forum account are not finding anything and I can get this looked into for you.

[#2]

So just to update this thread: I have been exchanging private messages with plusnet to sort out a engineer visit that came this morning at 9am.

The engineer had a look around and found a corroded connection on the landline phone cable that was generating noise. I explained to him that up until today, that phone hadn't been connected for atleast 3 weeks, and that the connection drops were still occurring. He then did some tests including a line test from the cabinet to the house, seemingly finding no issue, and then replaced the master socket on the wall, and called it a day.


Since then (9am), I have had 4 drops and counting:

17:56:02, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.1dB, Up=15.2dB
17:28:40, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.1dB, Up=15.3dB
16:02:41, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.4dB, Up=15.3dB
13:31:33, 16 Nov. DSL Link Up: Down Rate=79999kbps, Up Rate=19999kbps; SNR Margin Down=7.4dB, Up=15.4dB

[#3]

Hi @NootNoot I've run the test again and still finding a fault. I've rejected the clear with the Suppliers and I'm waiting for the next steps. 

I've also let our Tech/Faults team as well.

[#4]

Hi again.
Thank very much for the assistance Claudia. Probably an hour or so after your message I had a surprise visit by an openreach engineer!

Although very thorough, in the end he told me that a cherry picker would be required to access the phone lines where he believed the fault lied. He couldn't give me an estimate as to when the cherry picker would visit, but assured me that they wouldn't need to access the property when it did.

That was last saturday.

Today however, I noticed that my uptime was over 37 hours! So I assumed that pehaps they had visited without me noticing and issue was at long last fixed. But unfortunately as of about an hour ago, I started getting disconnects again like before, so I assume not.

Anyway, just wanted to post an update and let you know I appreciate your help!

[#5]

@NootNoot - I see the fault is still in progress and you're due an update after 25/11/23 by the faults team. This is the last update I have "Need hoist. Drop wire hanging too low. Couldn't get the hoist today so retaining it for tomorrow. Drop wire seems damaged." but you can track the fault here @ https://www.plus.net/wizard/?p=view_question&id=237976953 . Cheers

[#6]

Hi.
The hoist arrived around 2-3pm friday, and they did indeed repair the sagging drop wire as they said they would, however I am still having connection drops, albeit not as frequently as before?

Today I received a message telling me "Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today, we can see that it is working correctly."

I disagree. Here's a log from the router:

20:24:39, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=12.3dB, Up=13.0dB
19:53:04, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=9.9dB, Up=8.6dB
19:16:00, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.0dB, Up=12.3dB
17:28:15, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=9.8dB, Up=8.3dB
17:16:33, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=9.8dB, Up=6.6dB
17:11:40, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=10.7dB, Up=11.0dB
17:08:32, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.1dB, Up=10.9dB
17:07:03, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.1dB, Up=12.0dB
17:01:17, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.2dB, Up=12.9dB
16:54:04, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.2dB, Up=11.8dB
12:30:03, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.6dB, Up=12.1dB
11:51:26, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=10.8dB, Up=9.7dB
10:15:25, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=12.6dB, Up=13.7dB
01:24:44, 26 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=10.1dB, Up=9.0dB
03:18:10, 25 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=10.4dB, Up=9.6dB
03:16:35, 25 Nov. DSL Link Up: Down Rate=60000kbps, Up Rate=17000kbps; SNR Margin Down=11.1dB, Up=12.1dB
02:49:51, 25 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=9.2dB, Up=9.5dB
02:07:36, 25 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=9.2dB, Up=7.4dB
23:17:22, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=10.4dB, Up=12.4dB
22:45:43, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=10.4dB, Up=12.3dB
20:25:29, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=10.4dB, Up=13.3dB
19:25:27, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=9.6dB, Up=9.5dB
15:29:20, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=10.6dB, Up=12.3dB
15:24:22, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=9.6dB, Up=9.9dB
15:14:57, 24 Nov. DSL Link Up: Down Rate=66997kbps, Up Rate=19000kbps; SNR Margin Down=10.4dB, Up=12.0dB


As you can see, after the 24th at 15:29 when the engineers left, I'm still getting disconnections. I have attached the router log for any further reference.

[#7]

@NootNoot - It's still broken, have a look at my pretty graph -> http://visualradius.plus.net/visualradius/generated/image17011745036896.png although slightly tarnished by all those drops. Let me how I can get things moving.

So the fault is blatantly still ongoing as the test is still detecting a fault also so I'll need to book another visit. Please let me know by replying to this ticket https://www.plus.net/wizard/?p=view_question&id=237976953

[#8]

I have replied to the ticket. Many thanks.

Interesting graph. On thursday the 23rd connection was absolutely terrible as it shows on that graph. We had heavy rain on that day, and I believe in the past similar has happened.

One detail I probably should mention now that I have confirmed it, is that if I call my landline number with a mobile, the internet will disconnect without fail. This is without a phone connected to the master socket.

[#9]

I can see someone from our higher faults team has booked this in on the ticket. Does that date work for you?

[#10]

Yes that works. Thank again for your patience. I hope this time the problem is solved.

[#11 · Accepted solution]

I have my fingers crossed for you. If not, we will be in touch any way

[#12]

An engineer came around on the 30th and probably within about a minute of being there plugged a device into the master socket and then with full confidence told me that the issue was 15 metres down the cable. He then went outside we could both visually see the smallest kink in the drop wire.

About an hour or so later he had a cherry picker out and they replaced the entire drop wire. It turns out there was a 2" open gash on the shielding cable.

Since then, I'm happy to report there have been no issues with the line 😀

Many thanks to all those involved in helping this issue get solved!