Advice pls: Modem X syncs at location A, not at B, modem Y works at both

[eXisor]

As topic says. A friends home DSL wireless modem/router died, so she used her wireless office modem/router till she could get a new modem/router. Work modem/router worked fine at home.
When the new modem/router arrived, she couldn't get it to sync, although it synced fine at work without any setup changes.
Thinking that it could be a mains power issue, she took her work UPS home and tried syncing with that as part of the setup. Still no sync.

Telkom technician checked and found no line or exchange problem.

Any suggestions or ideas appreciated.

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[Yuu]

Some providers have a DSL line lock so trying an account at two locations may not work if the said provider has that. Find out what ISP and how many concurrent connections are allowed.

As an example that i know off, Telkom Internet's portal allows you to kill any active running connections be it mobile/dsl.

A port reset may also help.

I see no mention of ISP details changed upon changing devices. Please provide more info

 

[eXisor]

Some providers have a DSL line lock so trying an account at two locations may not work if the said provider has that. Find out what ISP and how many concurrent connections are allowed.

As an example that i know off, Telkom Internet's portal allows you to kill any active running connections be it mobile/dsl.

A port reset may also help.

I see no mention of ISP details changed upon changing devices. Please provide more info

Forgot to say she tried two ISPs, Vox and Axxess. Sorry.

Not sure she asked for a port reset. Will suggest, thanks.
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PS: I've used Vox and Access myself from different locations. Neither does a DSL line lock. The line is Telkom managed.

 

[PsyWulf]

Not all modems work equally well on auto,especially when it comes to line syncing

 

[eXisor]

Not all modems work equally well on auto,especially when it comes to line syncing

That could be the root of the problem. She did try do a software reset of the modem and will try do a hardware reset this evening. But the defaults may not suffice for her line. Any thoughts regarding specific settings she should consider? It's a PPPOE setup. Defaults to (prob.) MTU of 1480. Used to be 1492 iirc? Could that sort of thing make the difference?
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[eXisor]

Feedback from her is that Telkom did do a port reset. No joy.
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[aybbleek]

This could be a modulation issue. Are both line speeds the same and both either ATM or PTM modulation? Make sure that the DSL config is set for the correct Annex and GMT settings for the line in question

 

[aybbleek]

That could be the root of the problem. She did try do a software reset of the modem and will try do a hardware reset this evening. But the defaults may not suffice for her line. Any thoughts regarding specific settings she should consider? It's a PPPOE setup. Defaults to (prob.) MTU of 1480. Used to be 1492 iirc? Could that sort of thing make the difference?
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Yes, very much so

 

[PsyWulf]

This could be a modulation issue. Are both line speeds the same and both either ATM or PTM modulation? Make sure that the DSL config is set for the correct Annex and GMT settings for the line in question

This ^

 

[RoganDawes]

Modem default settings may well not correspond to what you need for Telkom ADSL. You need to make sure that the various detected parameters line up across the two routers. I'm on fibre now, so forget what they are all called, but you want to make sure that the 2 numbers match across the modems, and the training scheme is the same.

Then configure the new modem for PPPoE, enter username and password, and she should be fine.

 

[eXisor]

This could be a modulation issue. Are both line speeds the same and both either ATM or PTM modulation? Make sure that the DSL config is set for the correct Annex and GMT settings for the line in question

I'll walk her through setup (remotely) this evening and then do screenshots to upload here tomorrow if my modem fu is too sucky. Thanks for ideas. We'll do the MTU setting first.
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[aybbleek]

I'll walk her through setup (remotely) this evening and then do screenshots to upload here tomorrow if my modem fu is too sucky. Thanks for ideas. We'll do the MTU setting first.
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Cool, will check back

 

[eXisor]

Modem default settings may well not correspond to what you need for Telkom ADSL. You need to make sure that the various detected parameters line up across the two routers. I'm on fibre now, so forget what they are all called, but you want to make sure that the 2 numbers match across the modems, and the training scheme is the same.

Then configure the new modem for PPPoE, enter username and password, and she should be fine.

Sounds like she needs to plugin working modem, do status/diagnostics screenshots, and then we can try emulate on news router. Good idea, thanks.
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[eXisor]

Cool, will check back

Thanks.
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[eXisor]

This ^

Thanks.
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[RoganDawes]

These are the settings I was referring to:

VPI 8
VCI 35
Multiplexing (whatever the other one is)

But the MTU is also important.

 

[eXisor]

These are the settings I was referring to:

VPI 8
VCI 35
Multiplexing (whatever the other one is)

But the MTU is also important.

Thanks. Just got hit by a wave of deja vu. I reset a modem to factory defaults way back in the day and couldn't remember those settings. Took a call to Telkom to set them back. I'm so, so grateful for mybb folks.
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[ponder]

Could also be that the line quality is borderline where a router with a better chipset will sync but not the other one. Anyway check the other stuff first.

 

[eXisor]

Could also be that the line quality is borderline where a router with a better chipset will sync but not the other one. Anyway check the other stuff first.

Worst case she's going to have to do a swap with office modem permanently, incredibly understanding boss allowing. Ofc swap scenario potentially just boots the actual problem down the road. With any luck it's just the vpi/vci/mtu though.

Thanks for thought. Will get back to everyone tomorrow.
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[RoganDawes]

If needed, I have a couple of DLink 2500U ADSL Modems that I no longer need, and would be happy to part with.