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Topic # 68153 15-Sep-2010 20:09
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Since May I have had issues with my broadband dropping out

I have been dealing with Telecom since then and still no joy.

When it works the speed is great.

Modem keeps dropping its connection, only way to resolve is to reset the modem, yes reset not reboot.

Does not matter if its used wirelessly or via cable.

When the connection drops it kills the modem\router (can't connect to it, still cant after a restart so need to reset it)
tried 3 different brands of modem router same result.

changed filters etc


Now this is not an issue with the modem or filters

Telecom have sent a techs up and none have looked at any internal wiring issues, they have replaced the cable between the house and power pole, blamed work going on at the cabinet etc, told me it was a faulty modem I need to buy a new one. Brought a new one, still no joy.

Asked them about the new Service Point because its getting to the stage that having to reset a modem 4 times a day very frustrating.

If I plug the modem/router in all works fine until plug the phone line in then the modem dies.

Getting really pissed now, they have sent a tech up 3 times and not one has checked any house wiring or jackpoints, and each time I have to take a day off work cause they keep saying the tech needs to go inside, and they can only tell me a tech will be there between 8 and 5pm.

Any advice? 

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  Reply # 380335 15-Sep-2010 21:32
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Hi, so have you attempted to remove the house wiring from the equation, these "techs" keep telling you its an issue but you seem to have side stepped this very very important aspect.

Purhaps you could post the modem line stats


Cyril

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  Reply # 380361 15-Sep-2010 22:23
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Those modems from telecom are rubbish. we had 5-6 replacements before we got a working one. The CSR said we probably kept getting a faulty batch or something. We know it was the modem as we swapped them with my mates one who has the same modem. His one worked at our place, our one didnt work at his place.




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  Reply # 380368 15-Sep-2010 22:36

dakie: Since May I have had issues with my broadband dropping out

I have been dealing with Telecom since then and still no joy.

When it works the speed is great.

Modem keeps dropping its connection, only way to resolve is to reset the modem, yes reset not reboot.

Does not matter if its used wirelessly or via cable.

When the connection drops it kills the modem\router (can't connect to it, still cant after a restart so need to reset it)
tried 3 different brands of modem router same result.

changed filters etc


Now this is not an issue with the modem or filters

Telecom have sent a techs up and none have looked at any internal wiring issues, they have replaced the cable between the house and power pole, blamed work going on at the cabinet etc, told me it was a faulty modem I need to buy a new one. Brought a new one, still no joy.

Asked them about the new Service Point because its getting to the stage that having to reset a modem 4 times a day very frustrating.

If I plug the modem/router in all works fine until plug the phone line in then the modem dies.

Getting really pissed now, they have sent a tech up 3 times and not one has checked any house wiring or jackpoints, and each time I have to take a day off work cause they keep saying the tech needs to go inside, and they can only tell me a tech will be there between 8 and 5pm.

Any advice? 


 

Surely they can do tests to find out where the issue is. Do they not have some form of test modem they can install in your house to test it? Do your neighbours have problems with their BB?



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  Reply # 380431 16-Sep-2010 06:15
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3 different makes of modems
Belkin thompson Netgear = same result

Telephone is not affected

Cant get into the modem to check any errors as the modem dies, only way to get in is to reset it. 

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  Reply # 380434 16-Sep-2010 06:28
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Withtout seeing your modem line/sync stats we could only but take stabs in the dark as to what the problem could be.

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  Reply # 380442 16-Sep-2010 07:14
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Do you have a multimeter?

Cyril



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  Reply # 380447 16-Sep-2010 07:33
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cyril7: Do you have a multimeter?

Cyril


Yes I do.

Just for the record, I have disconnect all phone jackpoints from the main jackpoint, replaced the main jackpoint because it was very old. The issue has not been resolved.

I will have to wait until I get home now to check anything with the multimeter.

What do you suggest I check?

In regards to the line stats, I will be able to give stats (when i get home, but this will only show the stats for when its working fine, when it dies I have to reset the modem just t be able to connect to it which will reset the line stats at the same time wont it?

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  Reply # 380448 16-Sep-2010 07:35
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Hi, just check the line volts (between the terminals) with all phones on hook should be aroudn 40-50VDC. Then also check the DC volts from each wire to your house ground and also on AC, just trying to see if there is a foreign battery about, other than that nothing on the line should kill a modem, a bad modem may have a fault, but three different modems, nah

Cyril

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