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Topic # 82856 6-May-2011 18:13
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I've spent an hour or so this afternoon trying to help a relative who has been without internet (and phone, given they use Fusion/VFX) for 11 days. They reported it to the Xnet helpdesk 9(?) days ago, but not yet resolved - there seem to be some conflicting messages coming back from Telecom/Chorus.

The symptoms:
DSL won't sync - DSL light on modem does not come on, status is reported as DSL down - 0kbps speed, and no noise margin figure.

Tests done:
1) Tried a different brand of modem, different modem cable, and setting sync type to G.dmt rather than multimode.
2) Isolation test - being naked, the modem is the only device connected (no sky, or other line grabbers either). No filter. The black gel filled cable terminates on a BT faceplate, with about 3m of cat3 to another BT faceplate. No other stubs/branches etc. Doesn't make a difference which outlet is used.
3) Plugged an old analoge phone in to the line - very faint background noise audible, no dial or other tones.

Other info:
The area has just been cabinetised (GLF/E). Flagged down one of the many Chorus techs who were in the area - he was working on something else, but was very happy to spend a few minutes troubleshooting. He tapped in to a couple of the nearby grey pedstals, and said he could quite clearly hear the modem on the line (presumably trying to connect), and suggested that the problem was therefore upstream from there, and outside of the house. He also indicated the cabinet cutover had been completed, so that was not likely to be the issue either.

I'm happy to be corrected, but am I right in thinking this is most likely a fault which Telecom Wholesale need to resolve?

I have heard of issues previously where naked DSL connections have been overlooked when cabinetised because a tech has (incorrectly) assumed the line is not being used, because it is not connected to a voice circuit - is this a possibility?

Any other things to try from this end?

Thanks in advance :-)

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  Reply # 466357 6-May-2011 23:00
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Phone XNet, nothing you can do directly with Telecom Wholesale. Make sure to tell the operator they are on Fusion and the phone line has been down for almost 2 weeks. Don't bother explaining the theories, but it should help to say a Chorus guy in the neighbourhood had a quick look and indicated the problem is upstream.




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  Reply # 469578 16-May-2011 12:12
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Did they get it sorted? What were the conflicting messages Xnet got from telecom?

If they say you have a signal when you dont then it might be mismatched wiring at the cabinet.




Qualified in business, certified in fibre, stuck in copper, have to keep going  ^_^

 
 
 
 




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  Reply # 469735 16-May-2011 16:13
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webwat: Did they get it sorted? What were the conflicting messages Xnet got from telecom?

If they say you have a signal when you dont then it might be mismatched wiring at the cabinet.


Sorry, I don't know exactly what the messages were, as I wasn't personally dealing with the helpdesk, however I think it was along the lines of "yep, there's a problem, it's now sorted", however I may be wrong.

 Chorus came out, and resolved the issue without needing access to the address, so I agree, quite possibly a mismatch at the cabinet.

The helpdesk didn't know what the exact problem was when called later that day to find out what had gone wrong.

Thanks for your help :-)

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