9 month puzzler.

Forums › New Zealand Broadband › 9 month puzzler.

nunz

1421 posts

Uber Geek
Inactive user

#196318 26-May-2016 22:03

I have a client who is an area with no fibre. They were signed up for VDSL and it was found no VDLS capable infrastructure in place (Mairehau / Chch) so they are on ADSL 2.

The are 1200m from the exchange. Signal strength seems to be okay.

They have frequent disconnections. DSL will run well for 2 hours, 8 hours, 24 hours and then turn to custard with frequent disconnections and re-connections every 2 minutes / 30 seconds / 5 minutes etc etc.

We have:

Replaced the router (twice)
Replaced all cables between router and wall
Replaced filters
Disconnected all equipment from the router
Rewired the cables in the wall
Rewired the plug in the wall
Disconnected all other phone plugs from the system
Rewired from the demarc, directly back to the plug in the wall and removed all other connections to the phone line except for the router plug.
Put a UPS / power filter on the router.
Changed the Pc that was connecting,

Chorus have been out at least 8-12 times. They have changed the port, put us on another profile, set us on a robust profile, put us on another pair etc etc etc. The line runs well for between 4 and 36 hours and turns to custard again.

The only thing I know for sure is every time Chorus touches the line (port refresh, test line etc) it works then claps out again.

Today - Chorus tech came, the line wasn't playing up for DSL, he changed pairs, checked signal strength eyc, all good. Less than two hours later it was back to disconnecting every two or so minutes. I dragged him back, he tested the pair at the demarc. All good. That meant the fault probably lay in the house wiring. he tested from the plug, all good. Just by him unhooking the cables / pair to test the something had reset and was going well.

Is it the router? We have had a Dreytek, Fritzbox, Netgear router in place and are back to 2Degrees Fritzbox (different one). Restarting the router had never resolved the issue. When the line is messed up it is messed up and no amount of restart works. Unlikely to be router.

Anyone got any thoughts?

TIA,

Shane

1 | 2

3607 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1560320 26-May-2016 22:22

What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

CYaBro

4590 posts

Uber Geek

ID Verified

Trusted

#1560347 26-May-2016 23:13

You say you replaced filters, has there been a master splitter installed?

Opinions are my own and not the views of my employer.

nunz

1421 posts

Uber Geek
Inactive user

#1562666 30-May-2016 21:32

BarTender: What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

We ran a NEW cable from the demarc, directly to the plug in the wall. Either we fouled up exactly the same was as before or ... it isn't internal wiring. DSL tests on the internal plug work as well as from the demarc point.

What is SPM? I cant find a reference to it via google, wiki etc?

SPM? Chorus guy said it measured at 9999 to infinity (whateveer that measurement was) - apparently meaning the cable was as good as it gets.

ISP have run many many many 24 hours and two hour tests. all we get told is it is DSL droppage. There has been a lot of PPP disconnect at times with the radius server logging reconnects, not always when there has been physical droppage theoretically.. Trying to get ISP and Chorus together at the same table, has been next to impossible.

nunz

1421 posts

Uber Geek
Inactive user

#1562667 30-May-2016 21:35

CYaBro:

You say you replaced filters, has there been a master splitter installed?

We wuoldn't need one if there is only one cable, and it is only connected to one RJ11/12 female plug and nothing else is connected to it? correct?

Cat5 cable from Demarc to wall plug to filter to ADSL router. no other wiring involved anywhere in the house.

BarTender

3607 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1562668 30-May-2016 21:37

nunz:
BarTender: What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

We ran a NEW cable from the demarc, directly to the plug in the wall. Either we fouled up exactly the same was as before or ... it isn't internal wiring. DSL tests on the internal plug work as well as from the demarc point.

SPM? Chorus guy said it measured at 9999 to infinity (whateveer that measurement was) - apparently meaning the cable was as good as it gets.

ISP have run many many many 24 hours and two hour tests. all we get told is it is DSL droppage. There has been a lot of PPP disconnect at times with the radius server logging reconnects, not always when there has been physical droppage theoretically.. Trying to get ISP and Chorus together at the same table, has been next to impossible.

If you're with 2D then get them to run a 24 line test in SPM. Then get them to email you the bit loading graph. The issue should show up clearly in there.
Still sounds to me like your isp isn't doing their job inspecting the line sufficiently.

BarTender

3607 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1562669 30-May-2016 21:37

nunz:
BarTender: What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

We ran a NEW cable from the demarc, directly to the plug in the wall. Either we fouled up exactly the same was as before or ... it isn't internal wiring. DSL tests on the internal plug work as well as from the demarc point.

SPM? Chorus guy said it measured at 9999 to infinity (whateveer that measurement was) - apparently meaning the cable was as good as it gets.

ISP have run many many many 24 hours and two hour tests. all we get told is it is DSL droppage. There has been a lot of PPP disconnect at times with the radius server logging reconnects, not always when there has been physical droppage theoretically.. Trying to get ISP and Chorus together at the same table, has been next to impossible.

Dairyxox

1594 posts

Uber Geek

#1562683 30-May-2016 22:06

nunz:
CYaBro:

You say you replaced filters, has there been a master splitter installed?

We wuoldn't need one if there is only one cable, and it is only connected to one RJ11/12 female plug and nothing else is connected to it? correct?

Cat5 cable from Demarc to wall plug to filter to ADSL router. no other wiring involved anywhere in the house.

I have read that this is not correct, as I'm personally finding out, if you have multiple jack points a master filter can help. Even if nothing else is plugged into them.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

nunz

1421 posts

Uber Geek
Inactive user

#1562847 31-May-2016 10:14

BarTender:
nunz:

BarTender: What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

We ran a NEW cable from the demarc, directly to the plug in the wall. Either we fouled up exactly the same was as before or ... it isn't internal wiring. DSL tests on the internal plug work as well as from the demarc point.

SPM? Chorus guy said it measured at 9999 to infinity (whateveer that measurement was) - apparently meaning the cable was as good as it gets.

ISP have run many many many 24 hours and two hour tests. all we get told is it is DSL droppage. There has been a lot of PPP disconnect at times with the radius server logging reconnects, not always when there has been physical droppage theoretically.. Trying to get ISP and Chorus together at the same table, has been next to impossible.

If you're with 2D then get them to run a 24 line test in SPM. Then get them to email you the bit loading graph. The issue should show up clearly in there.
Still sounds to me like your isp isn't doing their job inspecting the line sufficiently.

Thanks - we have had untold 24 hour line tests but I'll get them to email the SPM. Cheers

nunz

1421 posts

Uber Geek
Inactive user

#1562848 31-May-2016 10:16

Dairyxox:
nunz:

CYaBro:

You say you replaced filters, has there been a master splitter installed?

We wuoldn't need one if there is only one cable, and it is only connected to one RJ11/12 female plug and nothing else is connected to it? correct?

Cat5 cable from Demarc to wall plug to filter to ADSL router. no other wiring involved anywhere in the house.

I have read that this is not correct, as I'm personally finding out, if you have multiple jack points a master filter can help. Even if nothing else is plugged into them.

I'll get one fitted but when I say no other wiring involved - I mean no other wiring. We have physically disconnected everything but this one jack point.

Dairyxox

1594 posts

Uber Geek

#1563008 31-May-2016 14:16

nunz:

I'll get one fitted but when I say no other wiring involved - I mean no other wiring. We have physically disconnected everything but this one jack point.

OK maybe you don't need one then, perhaps someone else could confirm.

nunz

1421 posts

Uber Geek
Inactive user

#1567088 7-Jun-2016 13:27

UPS connected - no improvement. 15 disconnections this morning each around every minute or two - ISP's ppp / radius logs showing this. Same over last 96 hours.

Tv (turned off) and skybox connected by rj45 and nothing else.

Waiting on sparky to fit master filter.

nunz

1421 posts

Uber Geek
Inactive user

#1567195 7-Jun-2016 15:45

BarTender:
nunz:

BarTender: What does the line test in SPM give you. As your ISP should be running continual tests and get an idea of the root cause.
When you had a port change did they move you to a new card?
Sounds like someone needs to do a proper inspection of the internal wiring as something sounds wrong.

We ran a NEW cable from the demarc, directly to the plug in the wall. Either we fouled up exactly the same was as before or ... it isn't internal wiring. DSL tests on the internal plug work as well as from the demarc point.

SPM? Chorus guy said it measured at 9999 to infinity (whateveer that measurement was) - apparently meaning the cable was as good as it gets.

ISP have run many many many 24 hours and two hour tests. all we get told is it is DSL droppage. There has been a lot of PPP disconnect at times with the radius server logging reconnects, not always when there has been physical droppage theoretically.. Trying to get ISP and Chorus together at the same table, has been next to impossible.

If you're with 2D then get them to run a 24 line test in SPM. Then get them to email you the bit loading graph. The issue should show up clearly in there.
Still sounds to me like your isp isn't doing their job inspecting the line sufficiently.

2D says, "We cannot give you the SPM tests as they are run on the chorus network and are Chorus data".

Now waiting on "Senior Tech" from 2D to phone me back within 48 hours.

Athlonite

1828 posts

Uber Geek
Inactive user

#1567237 7-Jun-2016 16:26

nunz:

CYaBro:

You say you replaced filters, has there been a master splitter installed?

We wuoldn't need one if there is only one cable, and it is only connected to one RJ11/12 female plug and nothing else is connected to it? correct?

Cat5 cable from Demarc to wall plug to filter to ADSL router. no other wiring involved anywhere in the house.

In that case you shouldn't have a filter at all you only need a filter if you have a phone in the socket aswell ie: wall jack >> filter >> phone/ADSL router

if the only thing plugged into the wall jack is the router get rid of the filter

bales

116 posts

Master Geek

Subscriber

#1567264 7-Jun-2016 17:05

do they have an alarm . is the skybox across the line ? a master filter is mandatory in my book

nunz

1421 posts

Uber Geek
Inactive user

#1568567 9-Jun-2016 11:33

bales:

do they have an alarm . is the skybox across the line ? a master filter is mandatory in my book

Again - all that is on the circuit is:L

Dmarc -> 1 x Cat5 cable -> Wall socket -> filter -> router.

Nothing else connected to the wall socket. no other wiring to or from the wall socket. The only way we could do this more directly is put an RJ 11/12 on the cable from the demarc and plug it into the router. all other wiring has been disconnected. We have killed every phone socket in the house dead and run our own cable to the demarc after removing every other cable.

Skybox attached to router via cat5e cable in port 2. tests done with nad without skybox connected to router.

UPS - plugged into wall, and the only device on it is the router.

Also to note - 2Degrees - SLA of 24-48 hours to respond. no bloody response. I told the guy on the line they never respond and the bloody haven't yet again.

I am now good and emotionally tooled up to go hunting for a manger. Grrr!!!!!

1 | 2