Telecom Broadband - Sudden Loss of Service

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symbiannz

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Wannabe Geek

# 19048 3-Feb-2008 12:46

My broadband connection was down on Friday 1st Feb and I assumed it was just a temporary outage. Saturday I called Telecom and opened a case number with their infuriating automated response system. The helpdesk person (have the outsourced to manila? ) was not helpful and provided no useful checks or oultion. My system has been running for 2 + years without any changes to my router modem in the last month. After getting through the checklist with them they assured me someone would call back in 15 mins. After 90 mins I decided to call them again. This time I spoke with what sounded like a technician and he suggested that TCP/IP protocol was not being authenicated for my port. He requested a reset of the line and presto I was online!. For about 3 minutes. I called back and spoke to somene else. They siad they would request a line reset which might take 30 mins to complete. That was last night.

This morning I'm still without broadband. Another call provided less than helpful support. I was asked to call my modem manufacturer Dynalink "to ensure my user id and password are stored in the modem correctly (They no longer support the RTA220 though it came in a box supplied by XTRA!) Knowing that my modem can't be the issue (I've have checked the userid / password and substituted a backup RTA220) I requested a technical support call so I can speak with someone who has some knowledge outside their automated flowchart system.

Any one else had this kind of probelm recently ?

Thinking of moving ISP to one that can provide service and technical support - any recommendations?

Spyware

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# 108285 3-Feb-2008 13:16

Being the weekend be patient.

EDIT: I was down for 24 hours when exchange upgraded on 26/27 September. I couldn't authenticate. The Manila team seemed unaware of my exchange upgrade yet I was aware of the estimated date.

Ross

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cokemaster

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# 108287 3-Feb-2008 13:34

That doesn't sound like a good experience.

A few things to check are
Are you getting DSL sync. When you go into your modem, does it show the sync rates and line parameters? Or does it just say disconnected?

Does the ADSL light stay constantly on, or just flash now and then, or turn on... then a few seconds later goes out/starts flashing?

If thats ok - does your username and password work? Do you get an IP on the modem?

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symbiannz

5 posts

Wannabe Geek

# 108298 3-Feb-2008 14:37

Hi Nice to know someone out there to help.

I take the advice from Spyware that "its the weekend" - but in the meantime ...

Line Mode	G.dmt	Line State	Show Time
DS Speed	7040 Kbps	US Speed	160 Kbps
DS Latency	Interleave	US Latency	Interleave
Trellis Coding	Enabled	Loss of Signal	0
Line Attenuation	11 dB	Loss of Frame	0
Noise Margin	13.5 dB	CRC Error	0
Line Up Count	1	Error Second	0 seconds
Line Up Time	0:04:29:38	System Up Time	0:04:30:06

All looks good with the DSL light on the router modem a solid green .

User name and password on dial up work fine. The broadband user id IS setup with the username suffix of .xadsl@xtra.co.nz.

When I try the Connect button on the RTA200 control screen I get my User name and password dialogue as per usual with a Connect button - clciking it give my the status screen (which normally shows a status immediately of Connected) showing

DSL Line status:

Show Time

Running Profiles:

Refresh

VPI/VCI	Data Encap	NAT	Local WAN IP	On-Line Time	Action
0/100	PPPoA VC MUX	enabled	0.0.0.0	00:00:00:00

Please select the pre-defined profile for your router:

RFC1483 Bridge RFC1483 Router RFC1483 MER Router PPPoE Router PPPoA Router

All the above parameters are correct ---- it must be at Telecoms end that the problem exists - huh ?

Spyware

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# 108299 3-Feb-2008 15:14

All looks good. Attenuation figure indicates you probably have potential for 20 Mbps under ADSL2+, see http://www.internode.on.net/residential/internet/extreme/. ADSL2+ profiles are enabled about a month after exchange upgrade.

Ross

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cokemaster

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# 108321 3-Feb-2008 17:11

I sent you a PM regarding this - are you interested?

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nate

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# 108360 3-Feb-2008 21:11

Has your line been split or are your running ADSL filters?

If you are running filters, check no-one else has plugged a phone into a non-filtered phone jack.

symbiannz

5 posts

Wannabe Geek

# 108413 4-Feb-2008 09:04

Hi Cokemaster

Yes anything to get me back on broadband would be helpful. Thanks

symbiannz

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Wannabe Geek

# 108415 4-Feb-2008 09:15

Service uses filters. Checked and no phones into ADSL native - all thru'filters. Tried removing all phones with just ADSL modem plugged into line direct and no joy. I'm getting good ADSL signal - just won't authenticate. We'll se what the techie says at 2pm (if I actually get the booked call).

cokemaster

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# 108598 5-Feb-2008 07:45

Sent you another couple of PM's about it.

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cokemaster

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# 108599 5-Feb-2008 07:45

Sent you another couple of PM's about it.

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symbiannz

5 posts

Wannabe Geek

# 108662 5-Feb-2008 13:00

UPDATE Tuesday

Monday I was on phone for about 2 hours with a techie at the helpdesk and gradually eliminated one possibility after another - a lot of resetting paths ... All this pointed at a hardware issue in the port connecting the line to the broadband equipment at the exchange. Monday I had 3 sessions of getting connected but none lasted more than 10 minutes.

Engineer called this morning Tuesday and said they were going to plug my line into another port on another card (14 ports per card) and see if the problem went away. It did. Well at least it has so far.... Engineer called back and checked if still all OK and shared that some other customers on that card have been port switched recently so it appears that the card is faulty intermittantly..... I guess someone might have pulled the card ealier and a lot of work might have been saved ...

I'm really glad for all the help offered here. Its good to know there are others out there to share these frustrations with and maybe get some solutions.

What I 've learnt is that

1. Don't expect top notch support from Telecom at weekends
2. Telecom technical staff and engineers will provide a solution to problems eventually
3. Plan to have a backup broadband option (maybe wireless or via mobile phone modem) if braodband is critical to your operation.
4. I'm pretty dependent on broadband !

Thanks Guys