had enough

golden · May 20, 2007, 12:00:09

We have been having problems with our broadband for a number of weeks. connection can stay up for anything between an hour and 5 hours then it will just go dead. we do a reboot of the router connects to the dslam ok and tries to connect to the internet for a couple of seconds then the dslam and everything (lights on route) turns off. so we just leave it dslam light goes green again and hence the cycle continues.
We have to then power off the router completely for up to 3-4 hours, then attempt to reconnect then everything is fine, we connect at a stable 2MB and it feels u got the best connection in the world.
We have tried 3 different router/cables/configurations you name it we have tested it and its all the same.

I rang customer services on the 14th May (last monday) and spoke to someone and they said they would get BT wholesale to come out and IDNET customer service would ring me back the date and time when BT would come out. I gave it until thursday, did not hear a thing from IDNET so i rang them thursday (17th may) morning and spoke to a very apologetic woman and said she would look into it and ring me back. several hours later didnt hear anything again so i rang back and IDNET said BT would be out between 8am - 1PM the next day (Fri 18th).

BT came out as they said, they changed the filter faceplate, checked all the wiring and they said they couldnt find anything wrong.

Of the 3 years we have had broadband at this adress with no problem, its never been like this before, getting disconnected when i need to do something important at prime time on a weekday. Lets just say Im not best pleased at the moment.

Rik · May 20, 2007, 12:08:06

I saw you post over on TB.

It's difficult to know what to suggest. You've tried alternative routers and cables (I presume you have checked your filters and removed all other devices from the line?).

BT have checked the line and visited, I presume they tested whichever socket you normally connect the router on?

Do any of your router logs give you an idea of what error is occurring? Have you monitored the noise level on your line at peak times to see what's happening? I'm not sure from your description whether you are just seeing a re-sync, which might well be down to noise, or whether the router is having problems negotiating a PPP session.

Have you disconnected the ring wire at the master and at any extension sockets?

golden · May 20, 2007, 12:29:28

hi rik

I wish it would re-sync but it does'nt it just hangs there.
I'm on ADSL max and I thought it would sync at a lower speed but it does'nt
With the amount of re-syncs I have been doing I would have thought the snr would have risen but it is still on six where it has always been.
I have got a filtered face plate with the ring wire disconnected and just one phone connected.

Rik · May 20, 2007, 12:38:23

Does leaving the phone disconnected help at all? Is it a DECT - some have caused problems with ADSL.

The only other thing I can think to try is removing the faceplate and using a filter in the test socket, it's just possible that the faceplate is faulty. Once you've done that, there's really not much more you can try yourself.

Give support a call (Simon is aware of your plight) and see if their logs are giving a clue as to what is happening. With the work that BT are doing on the DSLAMs at the moment, I just wonder if they have messed something up for you?

golden · May 20, 2007, 12:45:02

thanks rik

yes i have tried the test socket and everything else it's driving me nuts

Rik · May 20, 2007, 12:47:55

What are your line stats?

golden · May 20, 2007, 12:51:22

aten 60 snr 6 to 8

Rik · May 20, 2007, 12:54:55

Well, you're certainly on a long line, and it sounds like you have a target noise margin of 9db. Unless you asked for it to be raised, that would indicate that DLM has seen your line as unstable, and has lifted it automatically. Chances are you also have interleaving turned on.

What sync speed do you normally achieve?

golden · May 20, 2007, 13:11:35

this is the problem the target noise margin is 6db because as it re-syncs at 6db.

I have got the dmt tool and if i get it to sync at one 1mb it just the same, that is adjusting the snrm to sycn at the lower rate

and no interleaving is not on

Rik · May 20, 2007, 13:16:22

OK, so if I understand you correctly, you're saying the noise margin doesn't vary regardless of what speed you sync at? What happens if you don't use the DMT tool?

golden · May 20, 2007, 13:37:25

I only used the dmt tool once to see if it would make any difference syncing at 1mb,but it did not,it just went through the same cycle as before,so i just leave it to default.

do you think it be the line card playing up

Rik · May 20, 2007, 14:23:52

I honestly don't know. I do know that I've heard lost of stories from people that BT have said there's no fault on their lines, then, miraculously, things clear up a few days later. It does sound more like a BT issue than an ISP one though.

Glenn · May 20, 2007, 15:16:33

My line, 59db had a snr 6db was dropping out constantly until IDNet got BT to manually raise the snr to 9db. It only shows 9db when the router is rebooted, and settles to around 6 or 7, but since it has been changed I have only lost connection when IDNet have had a problem

Rik · May 20, 2007, 15:20:49

I did the same, for the same reason, on a 56db attenuation, Glenn. I generally manage to keep sync for about 12 days before something comes along and produces a burst of noise, usually at a weekend. Curiously, the re-sync is usually as fast, if not faster. Comms is peculiar!

golden · Jul 03, 2007, 21:56:37

well I have had enough again,

it has cost me £300 for nothing, and I don't know how many telephone calls to Idnet to no
avail. there is definitely a fault on my line' but Idnet don't seem to want to do anything about it.
they said that they would get BT out for the fourth time,that was over a week ago and still nothing
so I've had enough and ordered a new line from Andrews and Arnold.

Kheldar · Jul 04, 2007, 08:14:15

sorry to hear about your problems golden.

hope a new line (which does not sound cheap?) solves your problems.

are you suffering between BT / ISP i wonder ? i've had this before - we, including the ISP's seem to be at the mercy of BT all the time

what were BT going to check if/when they come out for a 4th time ? i had a lot of BT visits with my previous provider and it got to the stage i was told i'd be charged if they came out again despite nothing working for me

Rik · Jul 04, 2007, 09:00:03

Hi Golden

What is actually happening with your line?

neocr0n · Jul 05, 2007, 02:16:35

I know your pain. At least since Friday I've had far too many d/cs. Just d/c 5 minutes ago and its past 2am its not like the network is under heavy load for crying out loud. Its been especially horrible today.

Rik · Jul 05, 2007, 08:58:08

If you're suffering from disconnections, it's an issue between your router and the exchange, it wouldn't be affected by network load (unless you were suffering from cross-talk). Does your router log indicate bursts of noise?