New connection droping out

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › New connection droping out

gished

276 posts

Ultimate Geek

#157662 8-Dec-2014 21:19

I've just joined and noticed our connection is a bit up and down. The internet works fine for a period of time then just drops. It then takes another 2-3 minutes to reconnect. I noticed when it was trying to reconnect that it'd go up and down a bit as well. Should I expect this on the first day of connectivity or do I need to change some settings out of the box?

Date/Time    Facility    Severity    Message
Dec 8 21:12:17    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=952, ds=16979
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL link down
Dec 8 21:12:17    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=1049, ds=17348
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL link down
Dec 8 21:12:17    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:12:17    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=985, ds=16043
Dec 8 21:12:26    daemon    crit    kernel: Line 0: ADSL link down
Dec 8 21:12:27    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:12:36    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:12:41    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:12:49    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:12:52    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=1048, ds=17327
Dec 8 21:13:08    daemon    crit    kernel: Line 0: ADSL link down
Dec 8 21:13:31    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:13:40    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:13:45    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:13:53    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:13:55    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=1080, ds=17780
Dec 8 21:14:12    daemon    crit    kernel: Line 0: ADSL link down
Dec 8 21:14:13    daemon    crit    kernel: Line 0: xDSL G.994 training
Dec 8 21:14:22    daemon    crit    kernel: Line 0: ADSL G.992 started
Dec 8 21:14:27    daemon    crit    kernel: Line 0: ADSL G.992 channel analysis
Dec 8 21:14:35    daemon    crit    kernel: Line 0: ADSL G.992 message exchange
Dec 8 21:14:38    daemon    crit    kernel: Line 0: ADSL link up, Bearer 0, us=664, ds=5944
Dec 8 21:14:38    daemon    crit    syslog: PPP LCP UP.
Dec 8 21:14:38    daemon    crit    syslog: Received valid IP address from server. Connection UP.

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Geekzone

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#1191818 8-Dec-2014 21:19

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

hio77

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Lizard Networks

#1191827 8-Dec-2014 21:24

Looks likely to be a line fault considering its a new connection/modem.

Have you called orcon and reported the fault?

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

gished

276 posts

Ultimate Geek

#1191856 8-Dec-2014 22:25

Nah not yet. Never had any issues with Spark so internal cabling should be all good.

hio77

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Lizard Networks

#1191857 8-Dec-2014 22:31

Ild find out if your on ULL or Wholesale.

I Suspect you are on ULL, and the lower SNR is causing your line to be unstable.

Looking at your log ild say its dropping down to adsl1 to hold a sync at all too.

Report the fault.

If you still have the modem you used on Spark ild use that as a point to use as reference to compare to insure you weren't REALLY unlucky in getting a faulty modem(while unlikely is possible)

How about doing as Peterreader asks and posting our line stats?

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

coffeebaron

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#1191860 8-Dec-2014 22:36

gished: Nah not yet. Never had any issues with Spark so internal cabling should be all good.

Not necessary so.

Rural IT and Broadband support.

Broadband troubleshooting and master filter installs.
Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
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Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

gished

276 posts

Ultimate Geek

#1191861 8-Dec-2014 22:42

More info. I'll give another modem a go tomorrow.

Synchronized Time:   0:1:23:13
Number of Synchronizations:   11

                                     Downstream   Upstream
Line Coding(Trellis):       On                  On
SNR Margin (0.1 dB):      298               135
Attenuation (0.1 dB):      95                  46
Output Power (0.1 dBm):0                  126
Attainable Rate (Kbps):   13460             952

Oddly enough I also noticed my speeds have halved in a past hour. Now getting 5Mbps down instead of the 10Mbps I was getting when I first tried. When I reboot the modem it seems to correct itself for a while and then drops down again I'm finding.

hio77

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Lizard Networks

#1191865 8-Dec-2014 22:49

Your modem is clearly trying to train down to stay stable.

Your stats dont look pretty at all.

Log the fault, let orcon look at it. Posting on GZ wont do alot without the Fault number from orcon for the guys who pop on here.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

gished

276 posts

Ultimate Geek

#1196717 13-Dec-2014 10:07

Orcon ran a line test a couple of days ago but I still haven't heard back from them about that particular issue (call#12018880)

Line Rate - Upstream (Kbps):   664
Line Rate - Downstream (Kbps):   7521

https://www.speedtest.net/result/3980456295.png

                                  Downstream   Upstream
Line Coding(Trellis):       On                  On
SNR Margin (0.1 dB):   317      153
Attenuation (0.1 dB):   100                 46
Output Power (0.1 dBm):0         126
Attainable Rate (Kbps):   20588          1104

hio77

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Lizard Networks

#1196826 13-Dec-2014 12:29

snr is still moving around a fair bit, something looks off.

orcon would have informed you it was an X hour test, why not call them to discuss the results of that test?

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

gished

276 posts

Ultimate Geek

#1198044 15-Dec-2014 20:04

After speaking with a number of 1st level people I seem to get mixed messages. Two people have said the line looks flakey due to the stats and just now the helpdesk person has said that because there are no drops there isn't an issue but they are going to run another line test and if that is clear send out a new modem.

What sort of information is gained from a line test? Just drop outs or other statistics around the actual speeds attained?

FireEngine

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#1198066 15-Dec-2014 20:36

PM me your account number, username or the ticket reference for the fault you logged and I'll take a look.

Regards FireEngine

gished

276 posts

Ultimate Geek

#1211564 10-Jan-2015 13:05

So this is still going on

    Downstream   Upstream
Line Coding(Trellis):   On   On
SNR Margin (0.1 dB):   258   97
Attenuation (0.1 dB):   85   33
Output Power (0.1 dBm):   0   126
Attainable Rate (Kbps):   14600   720

The SNR goes anywhere between 200 and 330 for the downstream and on the upstream I've seen it fluctuate to 65k! If I turn the modem off it can take almost 20 minutes for a stable internet connection and even then the speed might only be 7000 Kbps

I tried email orcon over a week ago but never got a response and even though a Chorus tech came out again (who swore the issue the first time around was teh modem) didn't leave any details on what he has done*... if anything. Can the ISP tell if I'm on a wholesale or LLU connection or is that something for Chorus? When I was with Spark, I'm guessing I was on wholesale.

*edit - tech was sent out on Boxing day when I was out of town.

Sideface

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#1211593 10-Jan-2015 15:15

gished: Never had any issues with Spark so internal cabling should be all good.

gished:
                                  Downstream   Upstream
Line Coding(Trellis):       On                  On
SNR Margin (0.1 dB):   317      153
Attenuation (0.1 dB):   100                 46
Output Power (0.1 dBm):0         126
Attainable Rate (Kbps):   20588          1104

These are horrible stats - specially your downstream attenuation.

Were your stats anything like this when you were with Spark?

Sideface

hio77

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Lizard Networks

#1211613 10-Jan-2015 16:38

Sideface:
gished: Never had any issues with Spark so internal cabling should be all good.

gished:
                                  Downstream   Upstream
Line Coding(Trellis):       On                  On
SNR Margin (0.1 dB):   317      153
Attenuation (0.1 dB):   100                 46
Output Power (0.1 dBm):0         126
Attainable Rate (Kbps):   20588          1104

These are horrible stats - specially your downstream attenuation.

Were your stats anything like this when you were with Spark?

remembering attenuation is in 0.1 dB not 1.0 dB measurements in the above post.

thats 10dB not 100dB, at 100dB ild be surprised to even see a connection of any sort.

the downstream and upstream snr is still bouncing around which doesnt look good.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

gished

276 posts

Ultimate Geek

#1211658 10-Jan-2015 18:34

Sideface:
gished: Never had any issues with Spark so internal cabling should be all good.

gished:

Were your stats anything like this when you were with Spark?

I honestly don't remember - only because I always had a stable fast connection and never really had a need to check the stats. If it was ever down it was only because of an outage.

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