connectivety problems

Ok please bare with me on this as i'm trying to fix my mum's problems with her internet.Now she's been with plusnet for a number of years but for the past 8 weeks or more she keeps losing connection,she's using a linixys wireless router.Now i've spoke to plusnet on the phone and they can tell via logs she's losing connection alot,they've run tests and say there's nothing wrong at there end,bt have run tests and they also say nothing wrong at there end.Now she was on a extension so we've bypassed that and gone straight into the main bt socket and still having problems.One thing i've noticed is that the main bt line that come's from the pole outside is slack and kinked in parts when all the other phone lines coming from the same pole are tight,her's sways alot in the wind.Now she's mentioned this to bt but they say nowt wrong with it as there's no faults on her pjhone line,can someone confirm that the main line from the pole to house wouldn't cause this problem??

Now i've tried different routers,different filters even different cables and still the same problems,now the belkin router won't sync at all yet the linkys will but the belkin works find on my pc.Now this is really getting her down and i'm getting cheesed off with it now because i just don't no what else to try.Anyone got any more ideas what could be causing this problem,thanks in advance steve

Is she getting any crackling / noises on her speaking land line?

In reply to a post by Lindsay_Henessey:

Is she getting any crackling / noises on her speaking land line?

Every now and then she said she gets noise on her line,but like i say bt ran tests they say thats fine and also says her phone line been slack as nowt to do with it.She's that fed up now she's thinking of just binning plusnet as they don't seem to be bothered about it.I spoke to them 2 weeks ago and they said they'll run tests and ring us back and let us no the outcome,still waiting for the call back,no emails or anything so there support doesn't live up to much

Edited by deleted (Thu 16-Apr-09 21:11:14)

I expect an expert will be along shortly! In the meantime try getting some statistics off the router that will synch and run (if possible) the BT speedtest. Try connecting either router with a network cable to eliminate any wireless problems between that and the PC. I think there is another part of the BT website where the user can run a normal phone line check too.

I am shortly off to stay with my sister who is also a PN customer and has similar problems.......

Meldrew

If you say niose on phone line then if it persists report as a voice fault not a bb fault.

Hi toffee,

Would you be able to PM me a username for her account so I can take a look for you? I must admit though, if the phone line is noisy with just one phone in the master socket and all other items unplugged then it will need to be reported as a voice line fault.

Thanks,

In reply to a post by orbrey:

Hi toffee,

Would you be able to PM me a username for her account so I can take a look for you? I must admit though, if the phone line is noisy with just one phone in the master socket and all other items unplugged then it will need to be reported as a voice line fault.

Thanks,

The BT Phone book these days says if you have an NTE5 to try the test socket even for a voice fault, before reporting anything. Pictures on Page 5 of ours.

Not my topic but interesting observation. The house I visited is about 2 years old and does not have a BT type phone socket. They are all shiny flat aluminium ones with no logo and there is one in every room!

I reconnected the router to the socket that looked like it was the main one (wires on other side of wall outside) and so far seems a shade more stable. SNR 11db.

Meldrew

sory for the late reply i've been away,she's still having problems she's raised tickets with plusnet but these go unanswered or come back saying no faults,bt still say no problems,.I'll pm you her username now,if it's not sorted soon then she's going elsewhere as she's that cheesed off with it now

Got it, thanks - I'm looking now

Going somewhere else when there is a problem is not necessarily the best thing to do as the problem will go with the line and you need to start the resolution problem all over again.

I no what your saying but she's getting nowhere with plusnet on this problem so maybe if she moves it might get sorted a lot quicker

The last fault ticket was sent back to the account holder asking for more information (this was on the 10th April). The ticket was then closed by the account holder on the 20th.

She's had a reply back from plusnet which asked her to take the cover of the socket and plug direct into the test socket she did that worked but lost connection again.She's been trying for 30mins when i last spoke to her,she's leaving it abit longer then unplug it and connect the cover back and try to connect again.Once she's sorted it she'll update plusnet on it

Ok she's had a update from plusnet with some stats,anyone tell me what it means lol

Trend Type Minimum Maximum Average Trend Message
Line Rate 3152 6432 6263 The line rate has varied by a considerable amount
Noise Margins 14 16 15 The noise margin is constant
Transmission Errors 0 3600 3210 The line is erroring severely
LineAttenuation 26 26 26 This is not a long line
Uptime 57518 86400 82155 This circuit is up for an average 95.0% of the time.
Initializations 0 29 21 There have been a large amount of initializations


Trend Type Minimum Maximum Average Trend Message
Line Rate 3152 6432 6263 The line rate has varied by a considerable amount
Noise Margins 14 16 15 The noise margin is constant
Transmission Errors 0 3600 3210 The line is erroring severely
LineAttenuation 26 26 26 This is not a long line
Uptime 57518 86400 82155 This circuit is up for an average 95.0% of the time.
Initializations 0 29 21 There have been a large amount of initializations


Copper line test:
Test Outcome : Pass
Description : Line Test OK.Line loss within appropriate limits.
Diagnosis Code: DS10
MFL : OK


Here's a graph they sent her

http://img25.imageshack.us/img25/8897/image124073180...

thanks for that plusnet

In reply to a post by toffee:

Ok she's had a update from plusnet with some stats,anyone tell me what it means lol

Trend Type Minimum Maximum Average Trend Message
Line Rate 3152 6432 6263 The line rate has varied by a considerable amount

The line rate has been all over the place and is synchronising with the exchange at anything between 3Mbps-6Mbps.

Noise Margins 14 16 15 The noise margin is constant

Nothing to worry about, it's high (which makes the synchronisation speed lower) but your primary concern really is to get to the bottom of the intermittent connectivity issues.

Transmission Errors 0 3600 3210 The line is erroring severely

As per the comment, there are a lot of transmission errors on the line - this is not a good thing.

LineAttenuation 26 26 26 This is not a long line

No problems here. In fact under good conditions this suggests that the line should be capable of an 7Mbps-8Mbps connection.

Uptime 57518 86400 82155 This circuit is up for an average 95.0% of the time.

This shows that the connection has been down for a small period of time.

Initializations 0 29 21 There have been a large amount of initializations

This suggests that the line has dropped out a lot of times during the tested period.

Copper line test:
Test Outcome : Pass
Description : Line Test OK.Line loss within appropriate limits.
Diagnosis Code: DS10
MFL : OK

No physical problems have been identified by BT's diagnostic tools.

Here's a graph they sent her

http://img25.imageshack.us/img25/8897/image124073180...

Interesting. What happened on the afternoon of the 23rd April then? Before that the line had been up for 5 days? What's also interesting is the fact that the connection drops on subsequent days all seem to occur between 10.00am and midnight (i.e. waking hours). Is the router switched off overnight? If it isn't then the graphing suggests to me that there's something local to your wiring that's creating interference when people are awake.

Is all other equipment plugged in to any extension filtered? (including Sky boxes, alarms etc)

everythings got a filter on that should have,

the routers never turned off at all,bt have been today cause when she opened the socket to use the test socket she ended up having no phone line and she'd pulled the wires out,bt have now tested all the extensions ect and working fine.The router is connected via the main bt socket,now she's tried my belkin router and that won't even sinc yet the linkys will,belkin works fine on my pc

In reply to a post by toffee:

everythings got a filter on that should have,

????
There is no "that should have". Everything needs a filter, so what is it you think doesn't need one?

There's a filter on the sky box,and both phones

I think was RobertoS was asking was whether or not you have anything plugged in to a phone socket that *isn't* filtered (whether your ADSL kit is plugged into that socket or not)?

An example with an older relative can be the control unit for a panic/fall alarm.

Another thing people often forget (other than the proverbial sky box) are traditional fax/modems or even fax machines.

Another thought: With the improved weather - does her heating (rads or water) only run during the day? This can be a source of electrical noise. Or even if she's added something recently like a fan or any of the health care related appliances the NHS begrudgingly supplies.

Edited by deleted (Wed 29-Apr-09 01:28:30)