VMB ADSL Frequent Dropped Connections

Hi was wondering if anyone could help, I've got a user on VMB ADSL. They are gettin frequent disconnections. They have a filtered faceplate and no telephone extensions. They are using a cordless phone with a built in answer machine. there are no phone extensions. They are using a netgear DGN2200. They've had several bt engineers visit who claim there is no fault, I've looked at line stats and logs and it shows multiple disconnections during 24 hours.

Port
Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN pppoa 16372 43795 0 2226195 10974 00:32:08


ADSL Link Downstream Upstream
Connection Speed 8128 kbps 832 kbps
Line Attenuation 14.0 db 8.0 db
Noise Margin 19.4 db 14.0 db

Any idea what else I could investigate? is there anyway to get the Crc errors from the router?

regards

Edited by j112 (Thu 24-Mar-11 11:06:06)

Random disconnections or a subtle pattern to them?

Does the noise margin vary at all, i.e. does it plummet once the sun sets?

sorry to post the full logs, but I cant seem to see any pattern. I'm going to get the user to try a corded phone..if this does not stop the disconnections I have no idea what to do next..


[Internet connected] IP address: , Wednesday, Mar 23,2011 10:29:31
[Internet disconnected] Wednesday, Mar 23,2011 10:29:07

[Internet connected] IP address: , Wednesday, Mar 23,2011 10:00:52
[Internet disconnected] Wednesday, Mar 23,2011 10:00:29

[Internet connected] IP address: , Tuesday, Mar 22,2011 16:23:34
[Internet disconnected] Tuesday, Mar 22,2011 16:23:13

[Internet connected] IP address: , Tuesday, Mar 22,2011 14:46:41
[Internet disconnected] Tuesday, Mar 22,2011 14:46:20

[Internet connected] IP address: , Tuesday, Mar 22,2011 14:10:43
[Internet disconnected] Tuesday, Mar 22,2011 14:10:19

[Internet connected] IP address: , Tuesday, Mar 22,2011 13:44:37
[Internet disconnected] Tuesday, Mar 22,2011 13:44:15

[Internet connected] IP address: , Monday, Mar 21,2011 16:52:48
[Internet disconnected] Monday, Mar 21,2011 16:52:28

[Internet connected] IP address: , Monday, Mar 21,2011 14:21:48
[Internet disconnected] Monday, Mar 21,2011 14:21:26

I am mointoring the noise margin now..but as you can see the disconnections occur at all times. I'm using remote managent to monitor

Edited by j112 (Thu 24-Mar-11 11:15:19)

is there anyway I could monitor CRC Errors with the netgear dgn2200??

Should I get the line capped?

Nearly everything has been tried by vmb..router has been changed..and all the basic checks have been done.

VMB have recommended a 'lift and shift' or provision a new line....

any ideas guys?

Could I recommend an upgrade to ADSL 2+ with SRA? would this still cause a drop in VPN connectivity?

Edited by j112 (Thu 24-Mar-11 15:36:11)

Bump Please help

User is 666metres away from local exchange..

How much are you charging your user for this service?

a lot its on a 2hr sla...but the connection cannot be moved..the company I work for pays for this service..

good luck. bye.

In reply to a post by BatBoy:

good luck. bye.

What was the point in that
To the OP
Get them to plug the router directly into the test socket for a few hours to see how it goes
i had BT out after loads of disconestions and it turned out that the BTv1.0 filter faceplate had failed after only 5 weeks

I agree this is the way forward its just going to be a bit difficult. First of all I really cant ask them to remove the faceplate..and they would not do this they would expect an engineer to do it for them...secondly they need use of the phone during working hours..
I think I will get them to remove the phone on saturday then monitor for any drops. Get it plugged back in on Sunday and again monitor just to rule out if its the phone that is the issue.

Can anyone help with regards to the questions on;
CRC Checking?
ADSL2+?
Lift and Shift what excatly does this mean and is it likely to solve the problem..how much downtime would be involved?
What are the chances that installing a new line would fix the issue?
I've read something about getting the 'pairs replaced' can someone explain this?

thank youu

Using the forum to diagnose / solve a fault which the op is charging someone for.

First how do you come to the conclusion I am charging them?

For your information I'm not charging them anything...whether I solve this issue or not I wont make any money. I am trying to fix it for them as they've had this issue for several months now
I posted this on the forum as I would like advice from other experienced people in resolving this issue as its puzzling me...and I want to learn more about ADSL troubleshooting

Edited by j112 (Thu 24-Mar-11 21:36:31)

In reply to a post by j112:

a lot its on a 2hr sla...but the connection cannot be moved..the company I work for pays for this service..

Your co. you work for should have the expertise necessary for the service it sells and not try and pick the brains of enthusiasts on forums for nothing.

We would gladly help end-users having issues with their BB, but why should we help a commercial firm to do their job?

In reply to a post by j112:

First of all I really cant ask them to remove the faceplate..and they would not do this they would expect an engineer to do it for them

If they and you can't get your hands dirty, you'll be expecting us to come round and do it for them next

In reply to a post by j112:

is there anyway I could monitor CRC Errors with the netgear dgn2200??

Hints:

(1) User Manual

(2) Try --
(a) http://192.168.0.1/setup.cgi?todo=debug
(b) telnet 192.168.0.1
(c) adsl defects

End of hints.

In reply to a post by Rockh:

In reply to a post by j112:

a lot its on a 2hr sla...but the connection cannot be moved..the company I work for pays for this service..

never saw that

UK Online was the only ISP I knew of who did SRA.

ADSL2+ pushing the line even harder is not going to help.

If you slow the connection down it might mean enough margin to cope, but if it is noise causing the disconnect (it might not be), then it must be pretty large through a line out of sync with those stats.

Lift and shift, moving the line to a different port at the exchange, in case it is a line port issue at the exchange end.

The customer can pay for a BT engineer visit £160 to £200 and risk them deciding the fault is customer side. So unless people are willing to try at the test socket to eliminate phones/wiring that is the way things stand.

I would also suggest that you try a different ADSL modem on the line. Some devices cope better with the combinations of exchange hardware and unique noise situation of each line. Or failing that see if any firmware updates are available for the modem.

To be brutually honest, you are seeing 3 resyncs on one day, i.e. offline for a minute or so, and one resync on another day. With ADSL based services this is not uncommon, it could be as simple as an electrically noisy vehicle passing now and then.

If a business cannot cope with 1 resync a day from their ADSL line then ADSL is not the product for them.

2hr SLA is interesting, as I thought the best that was possible from BT for ADSL was 4 to 8 hours for responding to line faults.