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    Intermittent Disconnection Problem

    This is a discussion on Intermittent Disconnection Problem within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I'm after any sort of advice or help really!! Ive been on sky Mid for 10 months now without ...

    1. #1
      cmanutd99's Avatar
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      Intermittent Disconnection Problem

      Hi,

      I'm after any sort of advice or help really!!

      Ive been on sky Mid for 10 months now without any problems, i constantly was gettting max speeds of 8 meg no problems. Then a week and half ago my connection dropped at the router, the internet light went out and came back amber about 30 secs after and then renegotiated an ip and it was up and running again. But after about 2 mins the same happened again, this went on for about 2-3 hours. It was ok for the rest of the day then.

      The day after the same thing happened so called sky and got put through to tier 3 support after doing all their checks. Tier 3 stated they would reduce my cap and that should resolve problem! Well it was ok again for the rest of the day then same again the day after.

      This has been happeneing nearly everyday since, i've spoken to support 4 times and they have tried reducing my speed even further 3 more times to no avail. Finally the last call on saturday they have escalated it to BT. I'm still waiting to hear back from BT withtheir results before going back to sky again!!!

      It is the router that seems to be losing the connection and not my pc. I have 1 pc connected via ethernet and a laptop that connects wirelessly.

      Any help is greatly appreciated as i dont seem to be getting anything but speed reductions from sky!!

      Thanks


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    3. #2
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      Re: Intermittent Disconnection Problem

      Quote Originally Posted by cmanutd99 View Post
      Hi,

      I'm after any sort of advice or help really!!

      Ive been on sky Mid for 10 months now without any problems, i constantly was gettting max speeds of 8 meg no problems. Then a week and half ago my connection dropped at the router, the internet light went out and came back amber about 30 secs after and then renegotiated an ip and it was up and running again. But after about 2 mins the same happened again, this went on for about 2-3 hours. It was ok for the rest of the day then.

      The day after the same thing happened so called sky and got put through to tier 3 support after doing all their checks. Tier 3 stated they would reduce my cap and that should resolve problem! Well it was ok again for the rest of the day then same again the day after.

      This has been happeneing nearly everyday since, i've spoken to support 4 times and they have tried reducing my speed even further 3 more times to no avail. Finally the last call on saturday they have escalated it to BT. I'm still waiting to hear back from BT withtheir results before going back to sky again!!!

      It is the router that seems to be losing the connection and not my pc. I have 1 pc connected via ethernet and a laptop that connects wirelessly.

      Any help is greatly appreciated as i dont seem to be getting anything but speed reductions from sky!!

      Thanks
      It will be a great help if you could put your router stats up

      You may have a line fault

    4. #3
      cmanutd99's Avatar
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      Re: Intermittent Disconnection Problem

      Hi,

      Are these what you mean??

      ADSL Link Downstream Upstream
      Connection Speed 5984 kbps 416 kbps
      Line Attenuation 15.0 db 11.5 db
      Noise Margin 20.4 db 14.0 db


      Thanks

    5. #4
      Monday's Avatar
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      Re: Intermittent Disconnection Problem

      Quote Originally Posted by cmanutd99 View Post
      Hi,

      Are these what you mean??

      ADSL Link Downstream Upstream
      Connection Speed 5984 kbps 416 kbps
      Line Attenuation 15.0 db 11.5 db
      Noise Margin 20.4 db 14.0 db


      Thanks
      Could you post your detailed stats please from here. http://192.168.0.1/setup.cgi?PATH=/b...%261+2%3E%261;

      Initially it looks like you have been heavily capped. With a line ATT (length of line) you should be seeings speeds of 16MB+ on Max.

      Also could you please try plugging your router into the master test socket and post some comparison stats from there.

      -Master Test Socket.

      Your master socket is the first socket to enter the premises. The test socket is directly behind the face plate.

      Last edited by Monday; 04-08-08 at 09:58 PM.

    6. #5
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      Re: Intermittent Disconnection Problem

      All that tells us is that you are capped. Have you tried plugging in direct to your Test socket, behind the Master socket faceplate. If the noise margin rises further it means you have internal wiring issues. If it remains much the same, then either the router is faulty or there is a fault on your main phone line. Hope that it is the router, as BT are not very good at fixing lines where only broadband is effected.

      You can try taking your detailed stats using the utility in MelsNotes (scroll down to the DG834GT detailed stats button) I doubt if it would tell much, being so heavily capped will hide any errors.

      you should be seeings speeds of 16MB+
      Not on Mid.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    7. #6
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      Re: Intermittent Disconnection Problem

      Hi,

      Thanks for the help, i have posted the stats you asked for below and will try my router in the test socket and redo the stats. I have been capped 3 times down from 8.1 meg originally!!


      here you go:

      ppp0 Link encap:Point-Point Protocol
      inet addr:90.208.223.246 P-t-P:87.87.251.175 Mask:255.255.255.255
      UP POINTOPOINT RUNNING NOARP MULTICAST MTU:1500 Metric:1
      RX packets:1665 errors:0 dropped:0 overruns:0 frame:0
      TX packets:1478 errors:0 dropped:0 overruns:0 carrier:0
      collisions:0 txqueuelen:3
      RX bytes:1060256 (1.0 MiB) TX bytes:467490 (456.5 KiB)

      Uptime 207954.45 204845.33
      Wan up 206141.34 203043.32
      adslctl: ADSL driver and PHY status
      Status: ShowtimeRetrain Reason: 8000
      Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 5984 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 21.5 14.0
      Attn(dB): 15.0 11.5
      Pwr(dBm): 17.3 0.8
      Max(Kbps): 11072 1280
      Rate (Kbps): 5984 416
      G.dmt framing
      K: 188(0) 14
      R: 16 16
      S: 1 16
      D: 64 8
      ADSL2 framing
      MSGc: 1 1
      B: 188 14
      M: 1 16
      T: 1 1
      R: 16 16
      S: 1.0846 17.0666
      L: 1512 120
      D: 64 8
      Counters
      SF: 108558 108560
      SFErr: 0 0
      RS: 7382010 460878
      RSCorr: 0 0
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 26046444 0
      Data Cells: 23502 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 301 0
      SES: 300 0
      UAS: 2008 0
      AS: 1845

      INP: 2.70 4.26
      PER: 1.89 1.86
      delay: 17.35 34.13
      OR: 29.50 30.00

      Bitswap: 0 0

      Total time = 1 days 9 hours 45 min 53 sec
      SF = 12055288
      CRC = 48268
      LOS = 105
      LOF = 845
      ES = 301
      Latest 1 day time = 9 hours 45 min 53 sec
      SF = 1993239
      CRC = 25858
      LOS = 45
      LOF = 351
      ES = 206
      Latest 15 minutes time = 53 sec
      SF = 3127
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 24 hours 0 sec
      SF = 5013514
      CRC = 15142
      LOS = 41
      LOF = 337
      ES = 69
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52508
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 48260
      CRC = 857
      LOS = 2
      LOF = 18
      ES = 2
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52982
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Showtime Drop Reason: 8000
      Last Retrain Reason: 8000

    8. #7
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      Re: Intermittent Disconnection Problem

      Hi,

      Here are my router stats from this morning running from my test socket. I am going to call sky back this afternoon to chase the BT escalation and will ask them to put me back up to the 8meg i was on before i was capped. Hopefully this will then not hide anything as suggested!!

      Hope these new stats tell you something??

      ppp0 Link encap:Point-Point Protocol
      inet addr:90.208.104.32 P-t-P:87.87.251.175 Mask:255.255.255.255
      UP POINTOPOINT RUNNING NOARP MULTICAST MTU:1500 Metric:1
      RX packets:1352 errors:0 dropped:0 overruns:0 frame:0
      TX packets:1154 errors:0 dropped:0 overruns:0 carrier:0
      collisions:0 txqueuelen:3
      RX bytes:1493232 (1.4 MiB) TX bytes:235259 (229.7 KiB)

      Uptime 213.16 196.89
      Wan up 57.35 46.75
      adslctl: ADSL driver and PHY status
      Status: ShowtimeRetrain Reason: 0
      Channel: INTR, Upstream rate = 416 Kbps, Downstream rate = 5984 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 20.2 14.0
      Attn(dB): 14.0 11.0
      Pwr(dBm): 17.4 0.8
      Max(Kbps): 10496 1248
      Rate (Kbps): 5984 416
      G.dmt framing
      K: 188(0) 14
      R: 16 16
      S: 1 16
      D: 64 8
      ADSL2 framing
      MSGc: 1 1
      B: 188 14
      M: 1 16
      T: 1 1
      R: 16 16
      S: 1.0846 17.0666
      L: 1512 120
      D: 64 8
      Counters
      SF: 10559 10559
      SFErr: 0 0
      RS: 718078 44374
      RSCorr: 0 0
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 2534080 0
      Data Cells: 32143 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 0 0
      SES: 0 0
      UAS: 20 0
      AS: 180

      INP: 2.70 4.26
      PER: 1.89 1.86
      delay: 17.35 34.13
      OR: 29.50 30.00

      Bitswap: 0 0

      Total time = 3 min 32 sec
      SF = 10559
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Latest 1 day time = 3 min 32 sec
      SF = 10559
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Latest 15 minutes time = 3 min 32 sec
      SF = 10559
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 0 sec
      SF = 0
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Showtime Drop Reason: 0
      Last Retrain Reason: 0

    9. #8
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      Re: Intermittent Disconnection Problem

      Your first stats, covering a period of 2 days 9 hours, show a lot of errors. It is difficult to say when these occurred, but it looks like the error rate increased over short periods, which would cause the drop in your connection. I think this indicates an intermittent fault, which is the worst type to trace. As is to be expected, the errors over 3 mins are nil. You really need to run in that position for 24 hours to be certain where the errors are being generated. If I were to guess, I would say it is your external line, due to the fact that your noise margin has not risen, but only by keeping it there for 24 hours will confirm this.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    10. #9
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      Re: Intermittent Disconnection Problem

      ok mate, thanks for your advice, i'll run it in this socket and then post some stats again 2moz!!

    11. #10
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      Re: Intermittent Disconnection Problem

      Hi,

      Heres my stats after 24 hours in the test socket. It seems to have been stablw without any disconnections. I got sky to put my speed back up altho they couldnt get it to the 8096 it was before all these problems started! They still havn't had any word back from BT about my line? I will leave the router in the test socket another 24 hours then retry in my office socket?

      Uptime 87180.26 86908.43
      Wan up 9958.34 9910.53
      adslctl: ADSL driver and PHY status
      Status: ShowtimeRetrain Reason: 1
      Channel: INTR, Upstream rate = 480 Kbps, Downstream rate = 7776 Kbps
      Link Power State: L0
      Mode: G.DMT
      Channel: Interleave
      Trellis: ON
      Line Status: No Defect
      Training Status: Showtime
      Down Up
      SNR (dB): 15.3 13.0
      Attn(dB): 14.0 11.0
      Pwr(dBm): 19.8 -3.0
      Max(Kbps): 10304 1248
      Rate (Kbps): 7776 480
      G.dmt framing
      K: 244(0) 16
      R: 12 16
      S: 1 8
      D: 64 8
      ADSL2 framing
      MSGc: 1 1
      B: 188 14
      M: 1 16
      T: 1 1
      R: 16 16
      S: 1.0846 17.0666
      L: 1512 120
      D: 64 8
      Counters
      SF: 4544238 4544326
      SFErr: 0 0
      RS: 618016432 38625768
      RSCorr: 0 37
      RSUnCorr: 0 0

      HEC: 0 0
      OCD: 0 0
      LCD: 0 0
      Total Cells: 1416773989 0
      Data Cells: 2187530 0
      Drop Cells: 0
      Bit Errors: 0 0

      ES: 2 0
      SES: 2 0
      UAS: 56 0
      AS: 77253

      INP: 2.70 4.26
      PER: 1.89 1.86
      delay: 17.35 34.13
      OR: 29.50 30.00

      Bitswap: 0 0

      Total time = 1 days 12 min 59 sec
      SF = 5123025
      CRC = 888
      LOS = 2
      LOF = 18
      ES = 2
      Latest 1 day time = 12 min 59 sec
      SF = 45843
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Latest 15 minutes time = 12 min 59 sec
      SF = 45843
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 15 minutes time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Previous 1 day time = 24 hours 0 sec
      SF = 5077182
      CRC = 888
      LOS = 2
      LOF = 18
      ES = 2
      15 minutes interval [-30 min to -15 min] time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-45 min to -30 min] time = 15 min 0 sec
      SF = 52982
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      15 minutes interval [-60 min to -45 min] time = 15 min 0 sec
      SF = 52923
      CRC = 0
      LOS = 0
      LOF = 0
      ES = 0
      Showtime Drop Reason: 1
      Last Retrain Reason: 1




      Thanks

     

     
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