DSL disconnects when phone is used

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nickb800

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#88758 23-Aug-2011 10:05

I have a Linksys WAG200G connected to a dedicated dsl jackpoint behind a filter that was professionally installed by telecom almost 10 years ago.

Lately, the router has lost connection to the exchange (variables on the dsl status page go to zero, connection takes ~1 minutes to regain connectivity) at the exact time that the phone is picked up (either due to receiving a call or picking the phone up to dial). This ocurrs when using an ethernet connection and a corded phone.

The odd thing is that the telecom helpdesk cannot see the disconnections at their end.

Is this likely to be a modem or filter issue? The filter is a proper telecom job (black case, hard wired) but it is quite old now.

joeksemail

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#510405 23-Aug-2011 10:09

nickb800: I have a Linksys WAG200G connected to a dedicated dsl jackpoint behind a filter that was professionally installed by telecom almost 10 years ago.

Lately, the router has lost connection to the exchange (variables on the dsl status page go to zero, connection takes ~1 minutes to regain connectivity) at the exact time that the phone is picked up (either due to receiving a call or picking the phone up to dial). This ocurrs when using an ethernet connection and a corded phone.

The odd thing is that the telecom helpdesk cannot see the disconnections at their end.

Is this likely to be a modem or filter issue? The filter is a proper telecom job (black case, hard wired) but it is quite old now.

Sounds like it could be a filter issue, have you got a spare plug in filter lying around?

nickb800

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#510413 23-Aug-2011 10:12

joeksemail:
nickb800: I have a Linksys WAG200G connected to a dedicated dsl jackpoint behind a filter that was professionally installed by telecom almost 10 years ago.

Lately, the router has lost connection to the exchange (variables on the dsl status page go to zero, connection takes ~1 minutes to regain connectivity) at the exact time that the phone is picked up (either due to receiving a call or picking the phone up to dial). This ocurrs when using an ethernet connection and a corded phone.

The odd thing is that the telecom helpdesk cannot see the disconnections at their end.

Is this likely to be a modem or filter issue? The filter is a proper telecom job (black case, hard wired) but it is quite old now.

Sounds like it could be a filter issue, have you got a spare plug in filter lying around?

Unfortunately no, we dont, nor a spare modem, hence troubleshooting by logic here haha

They are going to monitor the line for 12 hours, so hopefully they can spot it, but i cant get my head around the fact that they cant see disconnections at their end despite the dsl light on the modem going out and the modem connection stats page stating that it is disconnected.

NonprayingMantis

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#510416 23-Aug-2011 10:15

most likely to be a filter issue, but also worth trying a diferent modem if you can get hold of one (maybe from a neighbour, who you could also borrow a plug in filter from)

sidkumar

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#510435 23-Aug-2011 10:34

I had exactly the reverse issue. The DSL would work only when the phone was in use. It was a filter issue, and replacing them fixed it.

nickb800

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#510438 23-Aug-2011 10:36

I bought (borrowed) a filter from dse, plugged the phone in through that, and problem solved. Now trying to convince telecom to skip the 24hr test and send a tech out to replace the splitter.

jfanning

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#510439 23-Aug-2011 10:37

It can also be a wiring issue, but they will most likely want a full isolation test performed before sending someone out.

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cyril7

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#510441 23-Aug-2011 10:39

You can be pretty sure its a filter issue, not had any lightning about lately, its not common for them to turn their toes up, but it does happen, probably a good time to have it replaced with a VDSL2 capable one anyway.

Cyril

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#510624 23-Aug-2011 14:07

nickb800: I bought (borrowed) a filter from dse, plugged the phone in through that, and problem solved. Now trying to convince telecom to skip the 24hr test and send a tech out to replace the splitter.

Normally you will get charged by Telecom for doing the replace.

Might be easier to just buy a new splitter off trademe and do it yourself (assuming you're comfortable in doing it).

Could be wrong here. But I don't think wiring maintenance will cover the replacement of a splitter.

nickb800

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#510750 23-Aug-2011 16:09

BarTender:
nickb800: I bought (borrowed) a filter from dse, plugged the phone in through that, and problem solved. Now trying to convince telecom to skip the 24hr test and send a tech out to replace the splitter.

Normally you will get charged by Telecom for doing the replace.

Might be easier to just buy a new splitter off trademe and do it yourself (assuming you're comfortable in doing it).

Could be wrong here. But I don't think wiring maintenance will cover the replacement of a splitter.

We have wiring maintenance (i think its a bit of a ripoff but not my decision haha) so it should be covered by that at least.

But based on the phone convo I had, it sounds like they cover the splitters that they have installed; the CSR didnt seem to care that I had wiring maintenance when telling me that if the splitter was at fault it would be free. Of course i could have misinterpreted her. Will update when its been sorted

nickb800

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#510787 23-Aug-2011 17:20

Well it turns out that a dsl splitter isnt the kind of thing a chorus tech keeps in their van - who wouldve thought!

But he was a nice guy, and was happy to accept my diagnosis and roll with it