ADSL Sync but no Internet

[alexjg42]

Hi,

About 1 week ago our modem started showing that that the ADSL is syncing but the internet light remained red.

I decided to call MWEB first to find out if it was something on their side. They confirmed all was fine on their en and we even did the Telkom ADSL guest account test to rule out it being the ISP.

I then phoned Telkom and they said everything is fine on their side, they reset my port to no success and continued to confirm that everything seems 100% on their side.

I then decided to buy a new modem to see if it's not a broken modem. Nope, the new modem gives the same results. In addition I tried new cables, and a new filter.

I phoned Telkom again and they've decided to dispatch a technician. He arrived on Friday morning and he was there the entire day driving to the local box and then to the exchange and doing a number of tests(well that's what it looked like) and he couldn't find anything wrong. He had to leave so nothing was fixed at the end of the day. He said he will return on Monday, but he did admit that he had no idea what could be wrong.

I am quite desperate to get my internet up and running as soon as possible because of the Dota2 Diretide event

So if anyone can perhaps suggest what it could be I would really appreciate it.

I stay in the Brackenhurst area.

TL;DR
ADSL syncing Internet not connecting.
Things we've tried:
* swapping ISP accounts
* Tried a new modem
* Tried new cables and filter
* Telkom technician spent a day trying to figure out what was wrong.
* Both MWEB and Telkom states that everything seems fine on their side.

 

[pedruid]

Hi,

About 1 week ago our modem started showing that that the ADSL is syncing but the internet light remained red.

I decided to call MWEB first to find out if it was something on their side. They confirmed all was fine on their en and we even did the Telkom ADSL guest account test to rule out it being the ISP.

I then phoned Telkom and they said everything is fine on their side, they reset my port to no success and continued to confirm that everything seems 100% on their side.

I then decided to buy a new modem to see if it's not a broken modem. Nope, the new modem gives the same results. In addition I tried new cables, and a new filter.

I phoned Telkom again and they've decided to dispatch a technician. He arrived on Friday morning and he was there the entire day driving to the local box and then to the exchange and doing a number of tests(well that's what it looked like) and he couldn't find anything wrong. He had to leave so nothing was fixed at the end of the day. He said he will return on Monday, but he did admit that he had no idea what could be wrong.

I am quite desperate to get my internet up and running as soon as possible because of the Dota2 Diretide event

So if anyone can perhaps suggest what it could be I would really appreciate it.


I stay in the Brackenhurst area.


TL;DR
ADSL syncing Internet not connecting.
Things we've tried:
* swapping ISP accounts
* Tried a new modem
* Tried new cables and filter
* Telkom technician spent a day trying to figure out what was wrong.
* Both MWEB and Telkom states that everything seems fine on their side.

Get in touch with TelkomZA on the forum. He was very helpful in sorting my ADSL problems which both Telkom and Mweb failed to achieve.

 

[Saajid]

Your line is probably connected to a faulty port on the DSLAM at the exchange. If it is syncing fine, but from there onwards, you get nothing, then there is a disconnect between your port and the rest of the Telkom network. It could be software or hardware related. Ask them to put you on another port or DSLAM.

As a matter of interest, what happened when you tried the Telkom guest account? And does your router get assigned a public IP address at all? Please also post your line stats here, just in case.

 

[ISP cash cow]

like Saajid says, get them to shift you to another DSlam to test the actual connection.

 

[alexjg42]

As a matter of interest, what happened when you tried the Telkom guest account? And does your router get assigned a public IP address at all? Please also post your line stats here, just in case.

Thanks for all the response, I've sent TelkomZA a message hoping for a reply soon.
Saajid, to answer your question. Basically when I use the guest account it syncs with the ADSL and then the modem shows a red light at internet and I have no internet access. I'm not sure if it gets assigned a public IP or not.

As for my line stats I'm currently at work(about 80km from home) so I wont be able to check.

Edit: I'll ask them to switch me to another DSLAM or port.

 

[xera]

A similar thing happened to me recently. You need to check your connection status, see what's the last stage it gets up to, what negotiation, and if it gets an IP or not.

Have you logged into your router admin? You will have to do this to get the status.

 

[pedruid]

Hi Guys, just phoned a very helpful chap in DBN who reset my port and now "going like a Boeing".

 

[alexjg42]

A similar thing happened to me recently. You need to check your connection status, see what's the last stage it gets up to, what negotiation, and if it gets an IP or not.

Have you logged into your router admin? You will have to do this to get the status.

Yeah, I connect to the Router Admin. I'll have to check what's the last stage it gets to. How did you solve your problem?

 

[xera]

Yeah, I connect to the Router Admin. I'll have to check what's the last stage it gets to. How did you solve your problem?

Well, mine was working before Telkom broke it. When it stopped working, the line sync speed went from 4Mbps to 10Mbps, and then I couldnt get an IP address. Eventually (4 days later) Telkom phoned, and lowered the line speed until it worked again, just like it did before they broke it.

 

[alexjg42]

So Telkom was at my home today and I told my sister to tell them to change the DSLAM. She said at first the guy was confused, but then he called someone to find out what it was. He then went to the exchange and wham internet restored and Dota2 is busy patching remotely =)

I have to thank all of you for your help and insight. I know that whenever I have problems this forum is always first in my list of places to look for help. I hope that in the future this thread may help someone else in return.

 

[aktor]

I have to thank all of you for your help and insight. I know that whenever I have problems this forum is always first in my list of places to look for help.

+1. This forum changed the landscape quite a bit, especially with ISP *and* Telkom reps as regular visitors. Damn fantastic, tbh.

 

[Saajid]

So Telkom was at my home today and I told my sister to tell them to change the DSLAM. She said at first the guy was confused, but then he called someone to find out what it was. He then went to the exchange and wham internet restored and Dota2 is busy patching remotely =)

I have to thank all of you for your help and insight. I know that whenever I have problems this forum is always first in my list of places to look for help. I hope that in the future this thread may help someone else in return.

Awesome stuff. Weird that the techie had no clue about the DSLAM and had to first enquire about it. It seems that he either changed your port on the DSLAM, or put you on a different one.

 

[Sachin1804]

Its sad that the tech couldn't pick up that it was the dslam. Adsl isn't new to Telkom anymore.