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Topic # 189166 19-Dec-2015 01:15
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Got home from a week away yesterday and the internet has been dropping out every 5 to 15 minutes since then. 

2degrees support have been friendly but not very helpful. The rep I talked to this morning said they needed to do an "extended line test" to diagnose the problem, which would take 12 hours. Seems like overkill when you can see the problem happening 5-10 times an hour, but I figured we best follow procedure...
...called back in the night and was told the test still had 40 mins to go and they couldn't get any results before it was completed... so I waited...
called back just now and the CS rep told me the test "didn't go through" because "the modem has only been connected since ten minutes ago". Because it's disconnecting all the time. Which I told them was the problem in the first place! 

Got a Chorus tech coming by "in the next 24-48 hours", I'm paranoid at this point that they'll also just shrug their shoulders and tell me they don't know what the problem is. So I'd like to get some ideas what could be wrong from the people here.  Here's the typical event logs the router's been showing (Fritz!Box 7390):

Event Logs

Here's the rest of the DSL stats:
DSL Stats
DSL charts
DSL spectrum

So the SNR has gone to crap, last time I took note of it, it was 13/19 receive/send, now it's only 9dB both ways. 

Is it worth fiddling with the "line settings" tab in FritzBox? It's been set on "Max Performance" since forever.

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  Reply # 1453312 19-Dec-2015 03:05
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Well, switching the "Line setttings" options to maximum stability seems to have made a difference. Still a bit choppy/laggy in online games, but haven't been disconnected for an hour and a half, which is nice.

SNR is better in the receive direction now (13dB), but still the same (9dB) in the send direction.

Should I still get the chorus techs to come round anyway? I feel like I should, since something has definitely gone wrong if the router settings that have been fine for the last year are suddenly not okay. 

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  Reply # 1453316 19-Dec-2015 07:22
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your issues seems to be related to the number of errors you were having, which i would say is due to the tweeking on your line

i would put the tweaking setting back to the middle (normal) and then leave it and see what happens. There should be no problems with it in the middle.

There have been recent changes to the way VDSL is delivered and this coupled with your aggressive tweaking is probably the reason your line turned to custard

Personally i wouldnt bother with the tech just yet, change the tweaking setting and see how that goes. it should be fine

 
 
 
 


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  Reply # 1453399 19-Dec-2015 10:08
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The new standard SNR is 9dB. If you're changing things on your modem to tweak this, it could cause the symptoms you describe. Let the DSLAM set the SNR.
Also make sure only your modem is connected to the line. No extension cables, filters, etc. If you don't have a master filter, try different jackpoints to see if the issue persists.

If after trying all of the above you still have trouble, log a fault with your ISP. If it needs to go to Chorus it will. If a tech needs to come out they will. If you haven't done the troubleshooting on your side first, be prepared for a no fault found fee.

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  Reply # 1453628 19-Dec-2015 19:22
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Try plugging your Fritz directly into the wall. Also remove all Ethernet devices for a little while, Including Ethernet Switches.. (say a few hours) Monitor if there is a difference in your Error rates.

Your line is showing typical symptoms of two issues i have seen crop up with fritz's in the past..


An alternative, if possible i would try another VDSL modem in its place.




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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  Reply # 1453632 19-Dec-2015 19:32
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hio77: Try plugging your Fritz directly into the wall. Also remove all Ethernet devices for a little while, Including Ethernet Switches.. (say a few hours) Monitor if there is a difference in your Error rates.

Your line is showing typical symptoms of two issues i have seen crop up with fritz's in the past..


An alternative, if possible i would try another VDSL modem in its place.


Ground loops caused issues with some Fritz hardware and you occasionally still see people posting about issues which can't really be explained which could well be a result of this.




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  Reply # 1453634 19-Dec-2015 19:35
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sbiddle:
hio77: Try plugging your Fritz directly into the wall. Also remove all Ethernet devices for a little while, Including Ethernet Switches.. (say a few hours) Monitor if there is a difference in your Error rates.

Your line is showing typical symptoms of two issues i have seen crop up with fritz's in the past..


An alternative, if possible i would try another VDSL modem in its place.


Ground loops caused issues with some Fritz hardware and you occasionally still see people posting about issues which can't really be explained which could well be a result of this.





For the cost of a fritz, you would expect this would happen less but Yeah... it seems to crop up every so often unfortunately.

A total pain since it all appears to be on the DSL side too.. You dont even consider the possibility... 




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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


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