ADSL keeps disconnecting

J

jscoble

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First post by myself on this forum.
My home ADSL line has developed a strange problem in the last few days - it keeps having to reconnect. I've been watching the router status, and the "line" part does not go down - all lights on the box still green. But the "login" part does - excuse me for not knowing the correct words.
Once it connects and gets a new IP address and so on, then in 2 minutes and 30 seconds, like clockwork, the connection fails and it starts to connect again.
I don't believe the problem is with the Netgear router - something must be going wrong on the other side.
One suggestion I found online was to change one's ADSL password, since it could be someone else somehow using the same login. But that approach takes one to the problem of Telkom's non-functional website. The online tool for changing one's password simply does not work - not in Firefox or Chrome.

Anyone else experienced the same?
 
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In your router, look for ADSL stats (SNR/Attenuation/Noise Margin) and post them here.
 
jscoble said:
ADSL Link Downstream Upstream
Connection Speed 2048 kbps 512 kbps
Line Attenuation 45 db 13 db
Noise Margin 6 db 14 db
Click to expand...
Well there is your problem, it's going below 6db. Is there any noise on your telephone line?
 
Rickster said:
Well there is your problem, it's going below 6db. Is there any noise on your telephone line?
Click to expand...

It's at 13db now. I tried listening to the phone at the time it was going to get logged off, to see if there was any sudden noise, but didn't hear anything.

Nope - it just did the reconnect again, exactly on schedule, and it's at 11db.
 
Unplug your phone and filter - use the router plugged in alone. Then sit and watch the noise margin - set the refresh interval to 1s - you might see it go down before disconnecting.
 
GoB said:
Unplug your phone and filter - use the router plugged in alone. Then sit and watch the noise margin - set the refresh interval to 1s - you might see it go down before disconnecting.
Click to expand...

I'm pretty sure it's not a line noise problem - the basic signal part does not disconnect. Only the connection to the ISP, getting an IP addr, and so on, part.
 
jscoble said:
The online tool for changing one's password simply does not work - not in Firefox or Chrome.

Anyone else experienced the same?
Click to expand...
Just tested the password tool with Firefox and it works for me, note that you must comply with complexity rules before a change will be accepted - upper & lower case letters, numeric and special character needed eg: 29@WaterRoad

TI Password Tool.png
 
There are many reasons for these sort of issues, so it is not that easy to simply say it is a line problem.

Internet access today has been rather erratic for me as well.

What changed in the last few days? Did you do any updates to your OS? How do you connect to the ADSL router? via Wi-Fi or a cable connection? Have you checked that the Ethernet cable is plugged in properly? Any Lightning in your area lately?

Unplug the ethernet cable, examine it for signs of arcing, clean and replace, and make sure the connection is sound.

Run a trace route to your favourite site and see if it shows up anything. Run a ping test constantly and see if you detect any issues just before the disconnect.

Have you tried to run Zertop's line test ?

BTW it makes no sense whatsoever to go through a password reset before you have a better idea of what is causing the problem.
 
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MickZA said:
Just tested the password tool with Firefox and it works for me, note that you must comply with complexity rules before a change will be accepted - upper & lower case letters, numeric and special character needed eg: 29@WaterRoad

View attachment 404840
Click to expand...

Firefox what version?
I got that form to work with Chrome, the submit button showed - but pushing it took me to a blank screen, and it didn't implement the changes.
 
jscoble said:
Firefox what version?
I got that form to work with Chrome, the submit button showed - but pushing it took me to a blank screen, and it didn't implement the changes.
Click to expand...
Sorry, you're quite correct, I didn't go as far as actually trying to change the password :(

This is probably related to the changes TI are implementing to TiTracker discussed here - http://mybroadband.co.za/vb/showthread.php/596707-Telkom-Internet-Capped-Uncapped-User-Feedback-(Pt2)?p=18782218&viewfull=1#post18782218
 
On the ASSIA system (maybe) just note that the disconnections appear differently on the same router. On my old dg834, the connection light would remain on, but the sync speed under router stats would be reported as 0. Some periods it would auto-connect, some periods not. Another router would not show a change in the sync speed, but instead appear to still be connected but not logged in.
 
The wire going to your house from the pole, is it flatish or round?
 
Rickster said:
The wire going to your house from the pole, is it flatish or round?
Click to expand...

It's the same old wire we've had there for over 20 years. But the problem is not the wires - it's not losing connection in that sense. It's losing connection to the ISP.
I've now noticed that traffic stops going through a good 10 seconds or more before it says "LCP Down" and starts reconnecting.
 
Rickster said:
Ask for your port to be reset.
Click to expand...

Would be nice if I could get through to a live human I could ask to do things like that. Telkom's callcenter number just puts one on hold indefinitely, with an endless loop of moronic, self-promoting adverts.
And blather about "high call volume". Why don't they get more people in then?
 
Well... seems it's finally stopped dropping every 150 seconds. It's been connected now for just under 18 minutes. This is promising.
 
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