New O2 user - ADSL2+ disconnects

[juu]

I moved from BT to O2 on the 28th of September so 2 days ago. Since then my O2 connection although ADSL2+ and faster than my BT one keeps disconnecting from time to time. Not very often but about 3 times per day.

I'm sure it's not wireless as a) I can still access the O2 box b) it says ADSL2+ has disconnected c) it also disconnects my desktop computer that is connected via Ethernet. I don't have anything else plugged in but router through the filter that came with it (no landline phones, nothing).

I don't care so much for speed but reliability is extremely important due to my work...

Is that normal during the initial testing period and will stop?

Anything I can do to make it more reliable even at the cost of losing speed?


FWIW my stats since the last disconnect when I rebooted the router:

O2_ADSL2plus
Data Transferred (Sent/Received) [MB/MB]: 13.14 / 70.81
PVC Info (VPI.VCI): 0.101
Type: ETHoA

Uptime: 0 days, 0:50:52
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,291 / 6,729
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 17.5
Line Attenuation (Up/Down) [dB]: 22.0 / 40.0
SN Margin (Up/Down) [dB]: 6.5 / 6.5
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 22 / 1,458
CRC Errors (Up/Down): 22 / 3
HEC Errors (Up/Down): 264 / 3

We have detected that your ISP is Be. Your download speed is 5560Kbps. Your upload speed is 1029Kbps.

[juu]

FWIW when the disconnects happen then my ADSL2+ link uptime gets reset.

So not very long after the disconnect it looks like this:

Uptime: 0 days, 0:14:08
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,274 / 6,399
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 19.0
Line Attenuation (Up/Down) [dB]: 22.0 / 40.0
SN Margin (Up/Down) [dB]: 6.0 / 6.0
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 4 / 1,309
CRC Errors (Up/Down): 4 / 4
HEC Errors (Up/Down): 0 / 3


The O2 Wireless box doesn't reboot:
Time Since Power-on: 1 day, 9:41:53

[stu_uk]

It might be worth phoning CS and asking them to reduce your download slightly ie .5mb to see if that reduces the amount of router reboots.

I find my connection reboots atleast once per day but that is due to an increase in traffic at the exchange.

[Dan17]

Originally Posted by juu

FWIW when the disconnects happen then my ADSL2+ link uptime gets reset.

So not very long after the disconnect it looks like this:

Uptime: 0 days, 0:14:08
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,274 / 6,399
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 19.0
Line Attenuation (Up/Down) [dB]: 22.0 / 40.0
SN Margin (Up/Down) [dB]: 6.0 / 6.0
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 4 / 1,309
CRC Errors (Up/Down): 4 / 4
HEC Errors (Up/Down): 0 / 3


The O2 Wireless box doesn't reboot:
Time Since Power-on: 1 day, 9:41:53

Do you have any extensions in the house, as just over 6Mb on a 40db attenuation is rather low and should be higher than that.

[juu]

I have it plugged into the upper floor where my office is to avoid having to go through WiFi (which introduces additional unreliability). I guess that counts as an extension? I cannot put it on the lower floor as my toddler will keep unplugging/breaking it.

I sent them an e-mail and they said they will investigate. And just now the whole router rebooted - can they initiate that remotely?

I will try phoning them too .

[juu]

I reached their support, they bumped my download speed from 7.5 to 5.5 MBit and increased the SNR from 6 to 12 db. I hope that helps. They said the next step would be to plug it into the master socket, but unfortunately that would be very difficult.

I will not see if that has helped...

Uptime: 0 days, 0:06:12
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,070 / 4,993
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 17.0
Line Attenuation (Up/Down) [dB]: 22.0 / 40.0
SN Margin (Up/Down) [dB]: 12.5 / 12.5
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 2
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 5 / 0

Speed test now says: We have detected that your ISP is Be. Your download speed is 4080Kbps. Your upload speed is 511Kbps.

[juu]

Looks like the slower speed didn't help

Just had another disconnect:

Service Name: O2 Standard (modified by user)
Time Since Power-on: 0 days, 3:10:48

Uptime: 0 days, 2:22:03
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 1,049 / 5,490
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.0 / 18.5
Line Attenuation (Up/Down) [dB]: 22.0 / 40.0
SN Margin (Up/Down) [dB]: 13.0 / 12.5
Vendor ID (Local/Remote): TMMB / BDCM
Loss of Framing (Local/Remote): 11 / 0
Loss of Signal (Local/Remote): 1 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 1 / 0
FEC Errors (Up/Down): 17 / 3,866
CRC Errors (Up/Down): 17 / 3
HEC Errors (Up/Down): 5 / 2


Anything else I can do except go back to BT over regular ADSL?

[juu]

Somebody suggested me to remove the ring wire and I did that and strangely my speed went up fro 4392/800 to 6560/800. Not sure if that is just a coincidence and even if not then whether it will help the reliability.




Edit -

Another disconnect but it seemed like a reboot of the O2 box as both uptime counters got reset.

I tried connecting my BT Home Hub to the O2 line but it wouldn't accept leaving username/password empty.


Edit2 -

This is how a disconnect when both uptimes get reset looks like:
http://img136.imageshack.us/img136/6715/disconnect.png

[stu_uk]

is the loss of synch around the sametime each time it resets?

Do you have a house alarm that is connected to your telephone line?

[juu]

I haven't timed them. I am really not sure if they are at the same time. However, the last few disconnects have involved the whole router resetting.

Yes, I have a house alarm but I doubt it is connected to the phone line. At least the few times we've caused false alarms nobody came to investigate, so I presume that no.

I'm renting so I'd have to ask the landlord to be sure.