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DSL Dropouts

cbryanp Avatar
6y, 6m agoPosted 6 years, 6 months ago
Anyone able to read modem logs and see if they can tell why my DSL drops randomly during day and night. Im with Virgin Media ADSL and there's times it can be connected for about 24hours and then drop or it can be hourly.

I'll post logs if anyone can make head or tail of them. Searched the internet but can't see many answers.

Thanks :)
cbryanp Avatar
6y, 6m agoPosted 6 years, 6 months ago
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#1
What sort of speeds do you get when you are connected?

Sounds as if it could be just related to the line distance from the exchange.

If everything was working fine before and you have just noticed a problem recently, over the past week or so, it could be related to the recent warm weather we have been having. Try turning the modem on its side or moving it, to increase its airflow and cool it down.

Can you post your line stats?
SNR Margin, Attenuation, etc.
#2
PhearFactor
What sort of speeds do you get when you are connected?

Sounds as if it could be just related to the line distance from the exchange.

If everything was working fine before and you have just noticed a problem recently, over the past week or so, it could be related to the recent warm weather we have been having. Try turning the modem on its side or moving it, to increase its airflow and cool it down.

Can you post your line stats?
SNR Margin, Attenuation, etc.


Been connected for 30mins now
2.8mb/s download
0.37mb/s upload

Apparently its been happening the whole time I've been away at Uni so not just a recent occurance. Im about 1.5miles from exchange
#3
Not sure which ones you need but these are all the numbers I can see!

Line Mode G.DMT Line State Show Time
Latency Type Interleave Line Up Time 00:00:39:47
Line Coding Trellis On Line Up Count 95

Statistics Downstream Upstream
Line Rate 5504 Kbps 448 Kbps
Noise Margin 15.4 dB 24.0 dB
Line Attenuation 40.0 dB 22.5 dB
Output Power 19.8 dBm 12.0 dBm


Under Wireless it says Rx bytes/drops = 3721496/31
#4
Is the modem warm to the touch?

Have the drop-outs happened at times when you are doing heavy downloads (such as p2p)?
#5
PhearFactor
Is the modem warm to the touch?

Have the drop-outs happened at times when you are doing heavy downloads (such as p2p)?


Its warm but not overly so. I dont use p2p but it has dropped when on xbox live but then its also dropped when simply surfing on the laptop. Do you think it could be the modem? I have a netgear spare but haven't wanted to try it because its a hassle getting the four laptops in the house connected.
#6
It's hard to say, the line stats aren't that much help, they appear normal although they don't appear to be ADSL2+. I have no idea if this is normal for your line or not though.

Do you know what exchange you are on and what package you have from Virgin?

Exchange information is here: http://www.samknows.com/broadband/exchange_search - just need the code for the exchange like 'MRCOL'
#7
You are going to have to try another modem / router. (stop using any extension cords, try without filter. replace filter, use only 1 filter (if you have another somewhere connected and remove any double adapters and anything else like an extra telephone handset / sky etc in bedroom etc) plug directly into phone master socket.
#8
PhearFactor
It's hard to say, the line stats aren't that much help, they appear normal although they don't appear to be ADSL2+. I have no idea if this is normal for your line or not though.

Do you know what exchange you are on and what package you have from Virgin?

Exchange information is here: http://www.samknows.com/broadband/exchange_search - just need the code for the exchange like 'MRCOL'


Exchange Code is NICN. About a year maybe 2 ago we were 'upgraded' to an upto 8mb/s line however it was hopeless often only gettin 0.2mb/s if we were lucky so virgin done something which meant we were 2mb/s steady and since then speed has been reliable just these dropouts
#9
cbryanp
Exchange Code is NICN. About a year maybe 2 ago we were 'upgraded' to an upto 8mb/s line however it was hopeless often only gettin 0.2mb/s if we were lucky so virgin done something which meant we were 2mb/s steady and since then speed has been reliable just these dropouts


you seem to be synced at 5+ meg. So it would appear they have upgraded you to a max product at some point. Actually there is no appears about it upload 448 (from your stats)
#10
Yeah, it appears they have put you on a more stable profile due to the long line distance. The problem is your connecting at 5.5MB now and I really don't think your line can handle those sorts of speeds due to your distance from the exchange, not without constant drop-outs.

You only option is to ring Virgin and explain to them that whatever changes they made in the past to make your line more stable seem to have been reverted and now your line has become unstable again.

Probably not worth trying the other modem until you find out what Virgin say. It appears to me that something has changed at their end.
#11
Ok thanks guys will contact Virgin and see what they say :-) much appreciated
#12
PhearFactor
Yeah, it appears they have put you on a more stable profile due to the long line distance. The problem is your connecting at 5.5MB now and I really don't think you line can handle those sorts of speeds due to your distance from the exchange, not without constant drop-outs.

You only option is to ring Virgin and explain to them that whatever changes they made in the past to make your line more stable seem to have been reverted and now your line has become unstable again.

Probably not worth trying the other modem until you find out what Virgin say. It appears to me that something has changed at their end.


IMO the line stats indicate the line is good enough to support 5.5 .as it's showing a 15.4db noise margin (most dropouts occur when this falls below 6db). There are other factors to consider but attenuation of 40 is not that bad (mine is 59 and im connected @ present @3492 with noise margin of 6db so mine is likely to go when the atmospherics change* so change the modem you use and see how it goes)
#13
dontasciime
IMO the line stats indicate the line is good enough to support 5.5 .as it's showing a 15db noise marging (most dropouts occur when this falls below 6db).


It is not using an ADSL2+ profile, I already mentioned this. Look at the upload speed, it is using an ADSL1 profile.
#14
PhearFactor
It is not using an ADSL2+ profile, I already mentioned this. Look at the upload speed, it is using an ADSL1 profile.


yes but that is still within specs it's using MAX DSL which can go to 8192 (so its not a fixed product) and 448K is the give away to it using Max dsl

So the line stast are fine ( without seeing FEC/ HEC stats)
#15
dontasciime
yes but that is still within specs it's using MAX DSL which can go to 8192


His line isn't stable enough, they had him on a 2mb profile. Now he isn't on that profile any more. That is the problem.

Of course the stats look okay now, he is online, it won't look okay in an hour or so when it disconnects lol
#16
PhearFactor
His line isn't stable enough, they had him on a 2mb profile. Now he isn't on that profile any more. That is the problem.

Of course the stats look okay now, he is online, it won't look okay in an hour or so when it disconnects lol


being connected on attentuation of 40 with a sync rate of 5.5 and a nosie margin of 15.4db (interleaved)indicates the line is good. I wish mine was that good

http://img375.imageshack.us/img375/7559/91687934.png



I know he's not on a 2 meg anymore I told him that before.

And a fixed 2 meg and a max dsl product operate totally different (based on / calculated on line length / quality/ stats) The name suggests what the product is aimed at achieving.

As you can see above mine is likely to reboot at any given time now as 6db is threshold.

5504 and 15.4 db is good.

if he syncs lower that 15.4 will (should go higher (more stable)) if he syncs again @ higher than 5504 the 15.4 will come down (less stable)

He could have a router(chipset) that syncs rather high (exaggerates) and cannot quite maintain that (if i plug my zyxel in now I will sync at 3.9 or 4.2 and i will drop sync and a retrain will occur)

I would certtainly try another modem on his line (his modem router may even be telling porkies with the stats)
There are other factors to condsider but the line stats presented above are not bad imo and it is therefore quite feasible to expect a line that has those stats to be stable)

You may say well it's not stable as he posted he's getting dropouts. Yes but there are also many factors that might explain those. You mentioned some of them..Heat...line Faults.Faulty modem.
It may well be that his line cannot hold that but going down from those speeds on a max product a 3.4 connection should be very stable (If I had to pick a line eg mine and his I would pick his for the line statistics (everytime)
#17
So your point is?

His line is fine, he isn't having disconnections, we shouldn't believe him but believe what the stats are telling us instead?

(btw, you are using ADSL2+ with a capped upload speed, you cannot compare to his line which is using ADSL1)
#18
PhearFactor
So your point is?

His line is fine, he isn't having disconnections, we shouldn't believe him but believe what the stats are telling us instead?

(btw, you are using ADSL2+ with a capped upload speed, you cannot compare to his line which is using ADSL1)


I am not using ADSL 2 (where are you getting that from) go and look at product specs for 512 1024/2048/ RADSL and then look as MAX DSL then look at ADSL2(+)
#19
Anyways to OP phone Virgin and ask for you fixed line 2meg connection back. They may not be able to offer this service anymore though (they might) but you also might even end up with a 512kbps /1mb fixed if you line has had it.

But try your other modem (first) but (if it is the same modem you used 1 year ago though) borrow another.
#20
dontasciime
But try your other modem (if it is the same modem you used 1 year ago though) borrow another.


Well I guess you never know, he could of had a faulty modem from day one. It does appear though like you said they have moved him from a fixed product to a Max DSL one and the constant reconnection have pushed his target SNR to 15.

So, I guess it could even be a line fault, but chances are they won't investigate it hehe

If they have switched him back to Max though, then isn't there a chance he is in the training period so should expect disconnections? Odd that they wouldn't tell him about this though before switching him over.
#21
There's another possible explanation too: the dropouts could be caused by an external factor - looking at the line stats that have been posted, the line does look quite good, capped perhaps but otherwise good - the cap could have been introduced because of the dropouts in an effort to stabilise the line - however as I sais previously, the dropouts could be caused by something else entirely. My first point of call would be to check the adsl filters - a damaged one or even one that has been slightly disturbed can cause havoc to broadband if the phone is used/rings; then there's always the check to ensure that there's a filter on everything attached to the phone line; Think about removing the Ringer wire etc.
The fact that the OP states it drops randomly day and night, could possibly exclude the phone ringing as a cause, but would prompt me to look at a Sky box connection as they do like to make calls back to Sky HQ in the middle of the night, which with a dodgy filter or without one at all, will cause an increase in errors, and a possible disconnection and resync.
So my first thought would be to check all filters,then try plugging the router into the BT test socket; then disconnect everything from the phone line except the router in the master socket and add each piece of equipment back one at a time to see if you can find a culprit, then if you've still no joy and you've done absolutely everything possible at your end - then contact Virgin - who won't have a clue what to do (well - that's what happened when I was with then and went through exactly the same as the OP!)

Good luck!
banned#22
What router/modem you using? I flashed a sky net gear with ubergt. Lets you adjust advanced ads settings such as snr percentage. I set this very high, lost half a Meg but it's stable as ever.
#23
So, what happened?

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