ADSL stops working

[Ryansta]

Hi Guys
I have a client that has an ADSL connection that keeps dropping. They will work fine for days/weeks then it drops. Generally restarting the router fixes it but sometimes it doesnt and after a little while the connection is working without anything being done.

Yesterday I got a call to say it was down. Before restarting i asked for pictures of the router. The line was syncing and the internet light was green(connected) but their internet was not working. Retarted the router, nothing, 20mins later after trying to find a solution they just came back up.

How can i check whats causing this?

Thanks

 

[Drifter]

Report to Telkom.

 

[DrJohnZoidberg]

Who is the ISP? First make sure that the ISP is not the issue then report to Telkom, if your ISP is Telkom then skip step 1.

 

[Wyzak]

How long has this been going on? I noticed something weird on my ADSL the last two days. Came home on the first day to no adsl, tested everything and then reported the fault. 20 minutes later I got a reply from Telkom and my line was working again. Later that night my connection dropped in the middle of a game, and it wouldn't reconnect. I switched ISPes and it worked fine again. Last night a similar thing happened. I was dropped from the game and IRC, but I was still able to ping websites. A few seconds later everything reconnected and was fine again.

 

[Ryansta]

I think the ISP is there IT company(I contract for them in JHB they based in CPT)

I will ask them to check that, if they can confirm its not them then will log a call with Telkom.
Is there no way to check the quality of the line? I see guys quoting line noise etc when they having troubles.

Its been quite a while possibly this whole year.

 

[DrJohnZoidberg]

I think the ISP is there IT company(I contract for them in JHB they based in CPT)

I will ask them to check that, if they can confirm its not them then will log a call with Telkom.
Is there no way to check the quality of the line? I see guys quoting line noise etc when they having troubles.

Its been quite a while possibly this whole year.

If you or the client can access the router you should be able to just log in and get the line stats from there, most routers will have a option to view your line stats.

 

[Kawak]

I've had this before and later realised that for the brief 2 or so hours the dns server of the isp was down. Using 8.8.8.8 works.

If your client connects to the adsl modem/router via wireless then you should also check that the router's time and time server is correct. Sometimes, when the time is off by a large enough margin, dhcp wont work properly and either results in long responce times or completely no connection.