Constant disconnections - phoneline, router or...?

Hi,

I'm currently with Virgin Media broadband, they've been my provider for years now and the service has always been bearable, but not spectacular. We're currently on an 8MB package, however we only receive around 3500, but that's okay, probably due to our distance from the exchange (~2km).

In January I started noticing disconnections, not too often but twice a day on average, after a week or two I called up Virgin and they told me that they could send out an engineer to check what the problem was, but if it was a problem with my set up I'd be stuck with a £120 bill, so I decided against it. They explained the problem was most likely with our setup, but I'm unsure.

We have a Linksys WAG54GS router which is connected to an extension cable in the front room which runs to the main phone socket by the front door. The phone and router are connected to the extension cable using a ADSL switch (correct term?). The extension cable is not the problem, if I remove the extension cable and put the router directly into the plug socket we still have disconnections.

Disconnections happen at a variety of different times, most often when the phone rings - this leads me to suspect the switch - when it's really bad weather, when any device connects to the network (wirelessly) and at anytime without any of these things happening. Disconnections normally last about 20 seconds at which point we become reconnected. Right now I'd estimate we're having at least 2 disconnections every hour, it's often the case that we'll manage 2/3 hours without any and get a sudden burst of them in an hour.

The weather problems would lead me to suspect the phoneline, the phone call disconnections would lead me to suspect the adsl switch and the connection of devices would lead me to suspect the router itself.

Weather problems: It doesn't always happen when there's bad weather.
Phone calls: It doesn't always happen when the phone is answered.
Device connection: Once again, it doesn't always happen.

How can I diagnose the problem and find the culprit? It's getting more and more annoying now, I've just come back from sitting in front of the router for 20 mins watching the adsl and internet connection lights flicker on and off, it was an extremely long disconnection that time.

The following is taken from my router log.

Fri, 2009-05-29 11:10:41 - Initialize LCP.

Fri, 2009-05-29 11:10:41 - Plugin pppoa loaded.

Fri, 2009-05-29 11:10:41 - PPPoA Plugin Initialized

Fri, 2009-05-29 11:10:41 - Plugin pppoa called.

Fri, 2009-05-29 11:10:41 - PPPoATM setdevname_pppoatm - SUCCESS

Fri, 2009-05-29 11:10:41 - Options file - /etc/ppp/options.0.38.

Fri, 2009-05-29 11:10:41 - pppd 2.4.1 started by root, uid 0

Fri, 2009-05-29 11:10:41 - Using interface ppp0

Fri, 2009-05-29 11:10:41 - Couldn't increase MTU to 1500

Fri, 2009-05-29 11:10:41 - Couldn't increase MRU to 1500

Fri, 2009-05-29 11:10:06 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:06 - Calling line discipline hook

Fri, 2009-05-29 11:10:06 - Setting pppoatm line discipline.

Fri, 2009-05-29 11:10:06 - vc encaps.

Fri, 2009-05-29 11:10:06 - using channel 15

Fri, 2009-05-29 11:10:06 - Connect: ppp0 <-->

Fri, 2009-05-29 11:10:06 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:16 - ADSL link down

Fri, 2009-05-29 11:10:18 - Terminating on signal 15.

Fri, 2009-05-29 11:10:18 - LCP down.

Fri, 2009-05-29 11:10:18 - Terminating on signal 15.

Fri, 2009-05-29 11:10:18 - LCP down.

Fri, 2009-05-29 11:10:20 - ADSL G.994 training

Fri, 2009-05-29 11:10:24 - Connection terminated.

Fri, 2009-05-29 11:10:24 - Exit.

Fri, 2009-05-29 11:10:27 - ADSL G.992 started

Fri, 2009-05-29 11:10:32 - ADSL G.992 channel analysis

Fri, 2009-05-29 11:10:40 - ADSL G.992 message exchange

Fri, 2009-05-29 11:10:40 - ADSL link up, fast, us=963, ds=0

Fri, 2009-05-29 11:10:41 - Initialize LCP.

Fri, 2009-05-29 11:10:27 - ADSL G.992 started

Fri, 2009-05-29 11:10:32 - ADSL G.992 channel analysis

Fri, 2009-05-29 11:10:40 - ADSL G.992 message exchange

Fri, 2009-05-29 11:10:40 - ADSL link up, fast, us=963, ds=0

Fri, 2009-05-29 11:10:41 - Initialize LCP.

Fri, 2009-05-29 11:10:41 - Plugin pppoa loaded.

Fri, 2009-05-29 11:10:41 - PPPoA Plugin Initialized

Fri, 2009-05-29 11:10:41 - Plugin pppoa called.

Fri, 2009-05-29 11:10:41 - PPPoATM setdevname_pppoatm - SUCCESS

Fri, 2009-05-29 11:10:41 - Options file - /etc/ppp/options.0.38.

Fri, 2009-05-29 11:10:41 - pppd 2.4.1 started by root, uid 0

Fri, 2009-05-29 11:10:41 - Using interface ppp0

Fri, 2009-05-29 11:10:41 - Couldn't increase MTU to 1500

Fri, 2009-05-29 11:10:41 - Couldn't increase MRU to 1500

Fri, 2009-05-29 11:10:41 - local IP address 10.64.64.64

Fri, 2009-05-29 11:10:41 - remote IP address 10.112.112.112

Fri, 2009-05-29 11:10:41 - setting line discipline hook

Fri, 2009-05-29 11:10:42 - Starting link

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses...Enter

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - Calling line discipline hook

Fri, 2009-05-29 11:10:42 - Setting pppoatm line discipline.

Fri, 2009-05-29 11:10:42 - vc encaps.

Fri, 2009-05-29 11:10:42 - using channel 16

Fri, 2009-05-29 11:10:42 - Connect: ppp0 <-->

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:43 - Local IP address changed to 86.25.243.228

Fri, 2009-05-29 11:10:40 - ADSL link up, fast, us=963, ds=0

Fri, 2009-05-29 11:10:41 - Initialize LCP.

Fri, 2009-05-29 11:10:41 - Plugin pppoa loaded.

Fri, 2009-05-29 11:10:41 - PPPoA Plugin Initialized

Fri, 2009-05-29 11:10:41 - Plugin pppoa called.

Fri, 2009-05-29 11:10:41 - PPPoATM setdevname_pppoatm - SUCCESS

Fri, 2009-05-29 11:10:41 - Options file - /etc/ppp/options.0.38.

Fri, 2009-05-29 11:10:41 - pppd 2.4.1 started by root, uid 0

Fri, 2009-05-29 11:10:41 - Using interface ppp0

Fri, 2009-05-29 11:10:41 - Couldn't increase MTU to 1500

Fri, 2009-05-29 11:10:41 - Couldn't increase MTU to 1500

Fri, 2009-05-29 11:10:41 - Couldn't increase MRU to 1500

Fri, 2009-05-29 11:10:41 - local IP address 10.64.64.64

Fri, 2009-05-29 11:10:41 - remote IP address 10.112.112.112

Fri, 2009-05-29 11:10:41 - setting line discipline hook

Fri, 2009-05-29 11:10:42 - Starting link

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses...Enter

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - Calling line discipline hook

Fri, 2009-05-29 11:10:42 - Setting pppoatm line discipline.

Fri, 2009-05-29 11:10:42 - vc encaps.

Fri, 2009-05-29 11:10:42 - using channel 16

Fri, 2009-05-29 11:10:42 - Connect: ppp0 <-->

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:43 - Local IP address changed to 86.25.243.228

Fri, 2009-05-29 11:10:43 - Remote IP address changed to 82.14.174.5

Fri, 2009-05-29 11:10:43 - apps set the adsl with value 1

Fri, 2009-05-29 11:10:43 - , the count is 2

Fri, 2009-05-29 11:10:43 - the wan_ip_existing is 1

Fri, 2009-05-29 11:10:47 - IGDdelAllPortForwarding()

Fri, 2009-05-29 11:10:50 - UDP Packet - Source:24.128.68.51,1673 Destination:86.25.243.228,24773 - [Incoming]

Fri, 2009-05-29 11:11:00 - handleExpire() pid=4652

Fri, 2009-05-29 11:10:41 - Couldn't increase MTU to 1500

Fri, 2009-05-29 11:10:41 - Couldn't increase MRU to 1500

Fri, 2009-05-29 11:10:41 - local IP address 10.64.64.64

Fri, 2009-05-29 11:10:41 - remote IP address 10.112.112.112

Fri, 2009-05-29 11:10:41 - setting line discipline hook

Fri, 2009-05-29 11:10:42 - Starting link

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses...Enter

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - Calling line discipline hook

Fri, 2009-05-29 11:10:42 - Setting pppoatm line discipline.

Fri, 2009-05-29 11:10:42 - vc encaps.

Fri, 2009-05-29 11:10:42 - using channel 16

Fri, 2009-05-29 11:10:42 - Connect: ppp0 <-->

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:43 - Local IP address changed to 86.25.243.228

Fri, 2009-05-29 11:10:43 - Remote IP address changed to 82.14.174.5

Fri, 2009-05-29 11:10:43 - apps set the adsl with value 1

Fri, 2009-05-29 11:10:43 - , the count is 2

Fri, 2009-05-29 11:10:43 - the wan_ip_existing is 1

Fri, 2009-05-29 11:10:47 - IGDdelAllPortForwarding()

Fri, 2009-05-29 11:10:50 - UDP Packet - Source:24.128.68.51,1673 Destination:86.25.243.228,24773 - [Incoming]

Fri, 2009-05-29 11:11:00 - handleExpire() pid=4652

Fri, 2009-05-29 11:10:43 - the wan_ip_existing is 1

Fri, 2009-05-29 11:10:47 - IGDdelAllPortForwarding()

Fri, 2009-05-29 11:10:50 - UDP Packet - Source:24.128.68.51,1673 Destination:86.25.243.228,24773 - [Incoming]

Fri, 2009-05-29 11:11:00 - handleExpire() pid=4652

Fri, 2009-05-29 11:11:15 - ADSL link down

Fri, 2009-05-29 11:11:18 - Terminating on signal 15.

Fri, 2009-05-29 11:11:18 - LCP down.

Fri, 2009-05-29 11:11:19 - ADSL G.994 training

Fri, 2009-05-29 11:11:24 - Connection terminated.

Fri, 2009-05-29 11:11:24 - Connect time 0.6 minutes.

Fri, 2009-05-29 11:10:41 - setting line discipline hook

Fri, 2009-05-29 11:10:42 - Starting link

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses...Enter

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: socket created fd - 0x6.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: setsockopt called.

Fri, 2009-05-29 11:10:42 - connect_pppoatm_ses: connect successful.

Fri, 2009-05-29 11:10:42 - Calling line discipline hook

Fri, 2009-05-29 11:10:42 - Setting pppoatm line discipline.

Fri, 2009-05-29 11:10:42 - vc encaps.

Fri, 2009-05-29 11:10:42 - using channel 16

Fri, 2009-05-29 11:10:42 - using channel 16

Fri, 2009-05-29 11:10:42 - Connect: ppp0 <-->

Fri, 2009-05-29 11:10:42 - LCP is allowed to come up.

Fri, 2009-05-29 11:10:43 - CHAP authentication success

Fri, 2009-05-29 11:10:43 - Local IP address changed to 86.25.243.228

Fri, 2009-05-29 11:10:43 - Remote IP address changed to 82.14.174.5

Fri, 2009-05-29 11:10:43 - apps set the adsl with value 1

Fri, 2009-05-29 11:10:43 - , the count is 2

Fri, 2009-05-29 11:10:43 - the wan_ip_existing is 1

Fri, 2009-05-29 11:10:47 - IGDdelAllPortForwarding()

Fri, 2009-05-29 11:10:43 - , the count is 2

Fri, 2009-05-29 11:10:43 - the wan_ip_existing is 1

Fri, 2009-05-29 11:10:47 - IGDdelAllPortForwarding()

Fri, 2009-05-29 11:10:50 - UDP Packet - Source:24.128.68.51,1673 Destination:86.25.243.228,24773 - [Incoming]

Fri, 2009-05-29 11:11:00 - handleExpire() pid=4652

Fri, 2009-05-29 11:11:15 - ADSL link down

Fri, 2009-05-29 11:11:18 - Terminating on signal 15.

Fri, 2009-05-29 11:11:18 - LCP down.

Fri, 2009-05-29 11:11:19 - ADSL G.994 training

I'm considering switching to a company such as be or plusnet, however I see no real pointers to it being a problem with virgin, the evidence for it being a problem with each is equal.

Help would be much appreciated, I've had 5 months of this and I'm sick and tired, the internet is my income and without it I'm [censored].

Edited by citricsquid (Sat 30-May-09 13:21:44)

Either wiring problems or a poor router or both.

Can you try a different router?

Plug the router into the test socket inside the master socket if you have one, otherwise straight into the master socket with nothing else connected, and see if that makes a difference.

You know that all telephones and sky boxes and anything else connected to the phone line must be filtered?

Not really much help. What you really need to post are the router stats (i.e. line attenuation up/down, SNR margins, etc).

How would I find the line stats? I found them before, I can't remember the command though.

In regards to trying a different router, I still have an old USB modem which I've tried and that suffers the same problems, constant disconnections. I also tried the test socket, I removed the front panel and plugged straight into there and had exactly the same problem, this leads me to suspect our phone line.

Is it possible that our phone line is "broken" somewhere, or that it can't handle ADSL2+? (I think we were upgraded to that in january, virgin mentioned changing that at the local exchange, or something).

In reply to a post by citricsquid:

How would I find the line stats? I found them before, I can't remember the command though.

Here's one way - http://www.kitz.co.uk/routers/DMTv8.htm

Don't be reliant on extension cables. They are known to reduce the output power and therefore cause you to sometimes drop out connection. Keeping your router on the main socket in the hallway/ living room e.t.c. will be the best option.

Of course, however this isn't an option. The problem is not caused by the extension cable anyway, it persists even with the extension cable removed from the setup.

Trying out that program (DMT) now, however won't accept telnet info, seeing what's up with that, I'll post results ASAP, ty everyone so far

Ah, here's a different way, cos you have to turn debug on in the router.

Turn debug on:
http://192.168.1.1/setup.cgi?todo=debug

start telnet:
telnet 192.168.1.1

type in command:
adslctl info --stats

oh great, apparently you can't use telnet with my current firmware (wtf sort of idea was that?). Any other way of getting these statistics?

Brilliant, I managed to downgrade and get the stats!

http://filebox.me/files/jg25q9rxj_dmt20090530_1421.png