Disconnection/Master Splitter help

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JohnnyDrama

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Topic # 95293 29-Dec-2011 18:33

Hey guys,

Long time reader, first time poster.

I need some advice in relation to internet disconnections/Master Splitter.

I have a Telecom broadband connection with Thomson TG585 Modem, it would frequently disconnect which I assumed was due to my grandmother’s medical alarm connected to the phone line.

I called Telecom & the Chorus tech came & installed a master splitter on one of the jackpoints in the house.

He advised me the disconnections should stop occurring however it’s still happening.

I called 0800 333 008 from the Service Card the Chorus tech left me with my job/reference number in case there were any issues & I was advised the technician would come back to fix the issue.
This did not happen & no phone call made to advise me.
I called again & the person I spoke with sounded like he didn’t know what I was talking about & tried transferring me to a different team. I gave up after waiting on hold for about 20 minutes.

I then emailed Telecom Faults via their website & received a voicemail message from a representative who said he would call back but never did & didnt leave any contact name or number to return his call.

I’m concerned because Telecom is charging me $298.00 for the installation of the splitter & its not doing what its supposed to.

Is there a chance it could be the modem or the jackpoint wiring?

I ask about the wiring because the technician did say that the jackpoint that my modem is connected to is wired directly into the jackpoint that the medical alarm is connected to in the other room.
Could it still be interfering with the broadband connection?

And I ask about the modem because I’ve been having issues where it seems like the modem cannot assign IP addresses to my devices correctly which then forces me to reboot the modem for them to connect properly.

Any advice/help would be appreciated.

CYaBro

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Reply # 562617 29-Dec-2011 19:14

The easiest thing to do would be to try another router if you can get your hands on one.
Then see if the disconnects still happen.
If they do then you can call chorus/telecom and let them know that you're still having problems and it's not the router.

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sbiddle

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Reply # 562623 29-Dec-2011 19:19

Do a search got TG585's on here and you'll see that many people encounter this issue.

My only piece of advice is to try another modem. If you're going to buy one I'd recommend a TP-Link, or a Draytek DV120 if you just want a DSL modem and want to use a different router.

antoniosk

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Reply # 562647 29-Dec-2011 20:21

1. Check firmware on TG585 - what's released and what's installed. Telecom frequently updates the software on their ISAMS - a recent update last year was the kiss of death for many modems until modem manufacturers were able to catch up, and THomson was particularly affected.

2. If possible, connect modem as close to master socket and try from there. Appreciate this might be rough to do, but you are trying to track down what is going on, and premises wiring is your responsibility.

3. Call Telecom and complain. You were charged $298, the technician made representation on behalf of Telecom they would help, and they have not demonstrated that you have been delivered a working service.

The basic standard Chorus/Telecom engineered to was up to 2 disconnections/day on DSL, of unspecified duration.

I sometimes think the medical alarm is a red herring, but then I don't know what it's doing. If it is a MONITORED alarm, making frequent connections to a remote machine to give updates, then you might be on a hiding to nothing. If on the other hand, it connects infrequently (say once a day) to give updates, that might indicate wiring is at risk.

A

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JohnnyDrama

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Reply # 564569 5-Jan-2012 06:56

antoniosk:

2. If possible, connect modem as close to master socket and try from there. Appreciate this might be rough to do, but you are trying to track down what is going on, and premises wiring is your responsibility.

Thanks for the input so far everyone,

Just a quick question about the above,
The tech installed the splitter on a jackpoint that he said recieved the wiring coming in from outside, which as i understand is supposed to happen, however my modem is in my bedroom on the other side of the house.
He also said that the bedroom jackpoint is the only that will recieve the internet connection.
Would this make any difference?

I've been contemplating getting my own modem/router for a while now but havent done any research on what models are the best so thanks for the recommendation sbiddle.

I'll keep persisting with Telecom as well to see whats causing this

sbiddle

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Reply # 564571 5-Jan-2012 07:30

From what you've described Chorus have done everything as they should - a master filter with only a single jackpoint in the house (the bedroom jackpoint) wired for DSL, and all other for voice.

If this is the case disconnections are probably because of the modem. Buy a TP-Link if you want a decent device.

n00dy

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Reply # 564596 5-Jan-2012 09:10

my understanding is that a splitter is installed where the wiring comes into the house, ie the little white box somewhere outside the house at ground level, waste of time installing splitter on the master jack as it defeats the purpose of filtering t
he whole property. either way you need to esclalate the problem with telecom faults as the problem has not been resolved. further more if the modem is less than 12 months old it still has telecom warranty you could ask for a replacement. They will send out the newest model along with a courier bag to return old model

cyril7

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Reply # 564604 5-Jan-2012 09:19

The splitter does not have to be installed at the master socket, infact many houses dont have such a thing. Technically the filter only needs to be installed at a point on the inbound line before it connects to any socket or splits (most commonly in the demarc/ETP where their is a slot for it to fit), from their the modem port must take a direct pair to a dedicated modem socket, the voice port to any jumbled configuration of voice sockets.

From what you have described the Chorus tech has done everything correct, as others have said get another modem.

Cyril