This is NOT acceptable

[#1]

At around 07:30 every two or three days my vdsl connection drops and after approximately a minute and a half it re-synchs. That has just happened today again; but the modem uptime is a shade under 45 days.

As far as I can tell there is nothing going on at my end to cause this phenomenon so it must, presumably, be an OpenReach caused event.

So... my question is why? And can't PlusNet get access to OpenReach data to explain the underlying cause?

For a few months now I've been complaining that my connection is being throttled compared to what I know it can achieve from past experience. The downstream SNRM is now usually somewhere around 7.5 to 8.0 dB as opposed to times when it was regularly 4.5 to 5.0 dB. I would like to know why there has been such a change and why Plusnet will not engage with OpenReach to get an explanation.

I also have a static IP which I don't really need - would it be worthwhile to have this removed?

[#2]

Hi,

modem uptime is the number of days/hours/minutes/seconds the hardware has been turned on

DSL uptime is the number of days/hours/minutes/seconds the DSL connection has been made.

This is not a half-sync as you call it with the up times being different.

Have you checked you phone line for noise/crackling this can be a cause of intermittent DSL drops?

Dial 17070 and select option 2, you are advised to use a wired phone.

Do you have a Openreach Master Socket 5c with a MK4 faceplate? The faceplate can work loose from the back section , causing a poor connection creating noise on the line? A suggestion would be connect you modem to the test socket behind the faceplate.

I would also suggest raising a fault https://faults.plus.net

I see previously you have used DSLstats, is that still running, what is the signal noise (SNRM) graph showing?

The static IP Address will have NO relevance to your issue

Dan.

[#3]

Thanks for the comments. I'll take them in the order you made them:-

Point about modem uptime is the re-synch is NOT caused by me switching my modem/router off.

It is NOT a noisy line.

The faceplate is a Mk4 and was fitted by OpenReach not so long ago. It is NOT loose.

PlusNet refuse to regard the connection as faulty because the speed I do get is higher than their [highly conservative] commitment. Been there done that as far as fault reports are concerned.

At time of writing the downstream SNRM is 7.7dB. In the past I have seen the connection stable at much lower SNRM values.

Agreed about the static IP - that's what I thought to be the case.

[#4]

I did not suggest you cycled the power to your modem.

If you have a phone, do a phone line check 17070 option 2 and tap the front of the MK4 filter, if the phone crackles the MK4 needs reseating.

From what I have noticed recently the Minimum Guarantee Line Speed from my connection has dropped from 68 to 58, I am around 250 meters from the green cabinet and 300 metres from my local exchange. I also have a static IP address.

Still 'That'll do!' 

Dan.

[#5]

Ran QLN with a wired phone. Tapped faceplate - no crackles.

The whole point of the occurrence that I referred to in my earlier post is the regular timing of the re-synch at around the 07:30 mark. 

[#6]

So you have two options

Wait for a support staff member to reply to this thread or raise a fault. I recommend raising a fault

Everything is stacked against any action being taken, as it may be seen that your rate of your failure is not high enough to warrant investigation. They've already redefined slower speeds as good speeds.

Dan

[#7]

Hiya @BobR1, thanks for getting in touch. I'm really sorry that you have been experiencing issues with your service for a few months and that you are seeing these drops occur.

I can certainly see these drops happening around a similar time when it does happen:

I have tested your line and this hasn't highlighted anything that could be causing these drops and to be honest given the current frequency, it could make it difficult for an engineer to investigate.

Have you noticed anything coincide with the drops (ie a piece of equipment being turned on or off, such as a lamp or your heating etc)?

If not already, it may be worth getting connected to your test socket for the time being just to help rule out any internal causes: https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242

I have created a ticket in my ownership for you here, just let me know how you get on and we will take it from there: https://www.plus.net/wizard/?p=view_question&id=222099156

[#8]

@LaurenB

Hi Lauren and thanks for those comments. Let me add some relevant information.

Firstly, this is not about internal wiring. My modem/router is about a metre and a half from the master socket to which it is connected with good cable.

Secondly, I live alone so there is nobody turning things on or off in the house and there is no correlation between the connection drops and the operation of my central heating or any other electrical item.

I have noted that when the connection re-synchs it starts close to 6dB SNRM and increases to somewhere around 8dB plus or minus a little. In the past I would expect the adjustments to SNRM to be going in the other direction i.e. lower to achieve the best speed consistent with stability of connection. That is what used to happen.

I get the feeling that somehow there is a profile operating which is controlling the connection speed attainable by manipulating the SNRM.

I'm aware of the role played by the DLM but I have to confess that I do not understand what part it plays in a straightforward re-synch, which I thought would just be handled by the DSLAM.

Hope the foregoing helps.

[#9]

The point about internal wiring is not necessarily how your modem/router is connected but to disconnect any extension cables running from the master socket to additional phone sockets - especially lines not in use - which may be acting as aerials.

[#10]

I recently have the exact same issue. At approx 19:30 my internet drops for about 1 min 30 seconds and then comes back after a resync. It happens the exact time to the second every single day. Frustrating. It has got to the point the wife and kids know to stop about half seven to let it disconnect and re connect.

[#11]

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@BobR1 wrote:

Secondly, I live alone so there is nobody turning things on or off in the house and there is no correlation between the connection drops and the operation of my central heating or any other electrical item.

---

If you have any near neighbours it's possible the problem is caused by their central heating, fish tank thermostat etc.

[#12]

Hiya @BobR1,

Thanks fr getting back to us and updating the ticket, we usually like to rule out interference by any failing wiring that could be causing the drops just as an extra precaution, as well as rule out anything such as security cameras or heating etc that comes on around them times.

Get back to us once you have repaired that wire and we can escalate the issue further.