Losing sync a lot

[klipp]

My sync rate has taken a battering as a result.  Was 4096kbps, now 2300kbps.  It seems to lose sync when someone phones in.  Does that sound like a dodgey microfilter?

[Ray]

Quite likely, Klipp, have you got a different filter you can try?

[klipp]

Just bought one from Comet for my telephone extension, so if that was the faulty one I should be sorted.  The trouble is, my router is connected to a different extension with a face plate with an integrated filter.  If that filter's had it then I guess I'll need to replace the face plate... hassle!!

[Ray]

 

You'd better hope that 'Sods law' doesn't apply in this case. 

[Rik]

Faceplates, like all filters, certainly can fail, Klipp, so 

[klipp]

Sod's law applied.

I've replaced the filtered faceplate with a standard faceplate this time, with a trailing filter.  I really hope this works as my sync rates continue to suffer!!

I was reading on google about people with similar problems.  One article said the modem could be on it's way out.  Would you guys give much credence to this?  I have Netgear DG834G v.4.  This is actually my second one.  The first died after some 3 years of use, but such was the reliablity and ease of use of the router I went for a like-for-like replacement.

[Rik]

It's always possible. Routers do fail, more often their power supplies fail, which is why we often ask people if they have an alternative router they can test with.

[klipp]

Gahh!! Another drop!!  That's £30 in filters and faceplates for nothing lol.

[Rik]

Against, potentially, £169 for a BT call out. 

[klipp]

That could still be on the cards Rik.  I gotta get this sorted, my download sync is now down to 1700kbps.

[Rik]

Whereabouts are you, can you borrow an alternative router to try?

[klipp]

I'm in Boston, Lincolnshire.  I don't have an alternative router but if this continues I might just go ahead and buy a new one anyway.  At least then if I have to contact support or BT I can say with certainty that it's not the filters or the router.

[klipp]

Just happened again, this time I grabbed the phone real quick and discovered there was no dialling tone.  The plot thickens lol.

[Rik]

Support have run a copper line test, which is fine. You're not in sync right now. (well, when I started typing anyway!)

Before calling out an engineer, some things for you to try...

1) Move router to test socket if you have one
2) Try a different phone
3) Try a different router
4) Try only having the router connected
5) Make sure you have no ring wires connected
6) If you have one, de-tune a MW battery powered radio, so you only have white noise, then follow the path of the phone line from when it enters your home right up to the router, check also the power supply on the latter and, if it's near the monitor or cpu, check them for noise too

If, after that, you still have problems, let support know and they can arrange an engineer visit.

It might help narrow things down if you could let us have your router stats.

A lack of dial tone does point towards a BT fault, but you will need to be able to replicate it and demonstrate it to an engineer. I'm beginning to think you might have a line break, which will stop the phone dead but allow ADSL to work at slower speeds.

[klipp]

As you say, it happened again.  This time I picked up the phone and could hear very faintly "please replace your handset and try again" automated voice, as if I'd attempted to call out a number. :-/

[Bill]

You don't say whether it's an "ordinary" phone or a DECT one. It shouldn't really matter, but there's a lot more ways that a DECT phone can cause problems!

I tend to get a few upstream errors when my DECT phone rings, but it doesn't lose sync so I ignore it.

[Rik]

As you say, it happened again.  This time I picked up the phone and could hear very faintly "please replace your handset and try again" automated voice, as if I'd attempted to call out a number. :-/

Broken joint is nosing ahead here.

[klipp]

I have two DECT phones and one wired.

[Rik]

Try powering down the DECTs and disconnecting them. Do you have two DECT base units or one base and two handsets.

[Bill]

That's what I was just about to say!

[klipp]

Yeh It's two handsets wirelessly connected to a single base and they are now both disconnected leaving just the wired phone connected.  I've tried a few tests, picking up the receiver and hitting the reset button a few times.  So far so good.

[Rik]

That's what I was just about to say!

Like minds, Bill.

[Rik]

Yeh It's two handsets wirelessly connected to a single base and they are now both disconnected leaving just the wired phone connected.  I've tried a few tests, picking up the receiver and hitting the reset button a few times.  So far so good.

Could well be a noisy base unit then.

[klipp]

OK.  I'm off to the shop after dinner to buy some new phones.  Unfortunately I do need to use DECT but what I could do is Have the base upstairs (far away from the router).

[klipp]

By the way, thank you for your help so far Rik (and Bill).  It is appreciated.

[Rik]

Our pleasure.

Keeping your existing phone with the base upstairs would be a worthwhile test before buying a new one.

[klipp]

Spent £100 on a pack of 3 panasonic DECT handsets with single base unit connected upstairs, so they replace the 2 old DECTs and the wired handset.  Noticed I lost sync momentarily when I disconnected the wired handset.  Fingers crossed it's sorted now.

[Rik]

 

I've got Panasonic DECT, I'm on my second unit covering a decade or so, and they've never caused any problems, even with my long line.

[Bill]

Mine are Panasonic, and I suspect that the small amount of interference they cause when the phone rings may not be unrelated to the base unit only being about two foot six from the router!

Room layout etc means I can't do much about it

[Rik]

Have you considered knocking a wall down, Bill?

[klipp]

My woes continue.  Next I will completely replace the extension cabling running to the router and if that doesn't work, it'll be time for a new router.  If after that it still continues to lose sync then IDK, I will have replaced all telephone hardware in the house.

[klipp]

Well, new extension cable installed.  10 hours uptime without incident.

[Steve]

 

[klipp]

24 hours uptime so far.

ADSL Link	Downstream	Upstream
Connection Speed	2265 kbps	840 kbps
Line Attenuation	55.5 db	30.4 db
Noise Margin	14.8 db	6.4 db

Some profile recovery might be in order lol.

[Rik]

Remind me how much your speed has changed?

[klipp]

Typical download sync is 4096kbps so I'm firing on half cylinders right now.

[Rik]

Well, at the moment, you should be on a 1.75M profile, you need to get your sync speed back, then wait a few days.

[klipp]

Yeh, I'm happy to go through the waiting process.  I'm just so relieved to have a stable line again!!

[klipp]

I've got 180 hours uptime so far.  Should I be OK to restart my router yet or is it still too early?  I'm currently synced at 2000kbps instead of normal 4000kpbs.

[Steve]

I've seen the MSAN initiate a resync afte 4-5 days on adsl2+, however you could try but I would do it in the morning when the ambient noise is less.

[klipp]

Hi, so I left it until i got 200 hours uptime then finally restarted my router, after an hour's power down.  I've synced at 2023kbps, this is after 8 days of faultless connection.  Any advice?

[Glenn]

Sounds to me like the profile maybe stuck at 2mb

[klipp]

Would a profile reset be in order?  Does IDNet allow profile resets?

[Glenn]

I believe that it can be requested, but BT have to agree

[klipp]

OK thank you.

[klipp]

Argh!! Phoned up IDNet today about my speed issue, they said to connect to the test socket behind the master socket.  It's made no difference and now I have the added hassle of having to use my old laptop since my desktop was wired to the router which would now involve a lead up the stairs as my master socket is upstairs.

In the past when I've migrated ISP it has forced a profile reset, so maybe there's some merit in migrating away for a month and then coming back?

[klipp]

In case anyone is in the mood for a laugh, here is the latest in my story of internet gloom...

DownStream Connection Speed 555 kbps
UpStream Connection Speed 895 kbps

As you can see the downstream is very............. retro...

Really unimpressed.

[Glenn]

If it has made no difference in the test socket, the the problem should be on the BT side, assuming you have tried a different router to discount that. IDNet can arrange for an engineer visit, but be aware, there maybe a charge of around £160 +VAT if there is no fault found.

[klipp]

Hi Glenn.

Allow me to list the steps I have so far taken in an attempt to identify the source of my sorrows.

1.  Replace 1 wired and 2 DECT phones with a pack of 3 DECT (single base).
2.  Replace ADSL microfilter.
3.  Replace DG834Gv4 with new DG834Gv5.
4.  Connected said router to the test socket.
5.  Removed all extension cabling (had to buy wireless adaptor for desktop).

In total I have so far spent about £200.

I've witnessed my line attenuation go from 53db to it's current level of 58db, my noise margin go from 5db to it's current level of 15db, and my sync rate go from 4096kbps to it's current rate of 555kbps.

I'm managing to keep remarkably calm so far, but before long I might well throw my computer in the local river and stop caring.

[Glenn]

Looks like you have done everything possible in your home, is there any audible noise on the phone line?

[klipp]

Nope.  That's the frustrating thing.  The phone seems perfectly clear.  No hiss.

[Glenn]

Then, like I said the fault must lie on BT's side of the test socket. If you call support, they can arrange for a BT visit, they should make you aware of the potential cost if no fault is found.

[klipp]

Thanks Glenn.  I've emailed support already, but I'll phone them on monday as that is the earliest I will find time to call them since they are closed at the weekend.

[MarlyM]

Sorry to bump this up, but did you get this sorted in the end Klipp?

Am interested to see what the issue was after everything you tried.

[klipp]

Hi MarlyM, no I still lose sync once at least each day.  I gave up caring in the end.  As long as I get 1mb throughput it's better than nothing.