[HELP] D-link DSL-2500U on 1024 not syncing

[Deleted member 148173]

Made a phone call to the call centre to find out if there's a problem with my line as of recently, I've been having slow connections speeds that crawl like a snail and sometimes perking up now and then.

The person at the call centre checked and said that my modem isn't syncing with the exchange. What does that mean? My stupid boyfriend doesn't ask what that means and I was wondering if it could be due to the DNS that needs to be set correctly on my network card so I asked him to ask the person (as he had put the person on hold to ask me questions for the person) to please ask the guy to give me 2 IP addresses for the DNS server. I was peeved off because the boyfriend wouldn't listen and didn't ask, thinking he's mighty clever when he told me he really knows nothing about ADSL, him being a retired telkom employee due to disability. I can't believe he wasn't trained to learn more about ADSL and I've had to try and get hold of his brother who knows much more but no luck...

So can someone explain to me why the person at the call centre said my modem isn't syncing with the exchange and that he can't see me being connected at all?

Here are the details:

ADSL line: 1024 with Telkom
ISP: Axxess Uncapped 1024 Express Plus

Line Rate - Upstream (Kbps): 512
Line Rate - Downstream (Kbps): 1024

Statistics:

Statistics -- ADSL

Mode: G.DMT
Type: Fast
Line Coding: Trellis On
Status: No Defect
Link Power State: L0

Downstream Upstream
SNR Margin (dB): 22.8 12.0
Attenuation (dB): 33.0 14.0
Output Power (dBm): 7.1 7.6
Attainable Rate (Kbps): 8128 948
Rate (Kbps): 1024 512
K (number of bytes in DMT frame): 33 17
R (number of check bytes in RS code word): 0 0
S (RS code word size in DMT frame): 1 1
D (interleaver depth): 1 1
Delay (msec): 0 0

Super Frames: 534008 533951
Super Frame Errors: 0 0
RS Words: 0 0
RS Correctable Errors: 0 0
RS Uncorrectable Errors: 0 N/A

HEC Errors: 0 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 21924629 0
Data Cells: 1078512 0
Bit Errors: 0 0

Total ES: 0 0
Total SES: 0 0
Total UAS: 9 0

Speedtest and Pingtest keep on failing to load. I can't even run either one.

I did lodge a ticket with Axxess to find out what's going on. The guy asked me to add the primary and secondary DNS - had this issue last night and still has the issue today all day, only worst starting at around 10 or 11am, with pages taking too long to load and sometimes the pages just loading like a stuck record.

Only weird thing is I find that I can play Heroes of Newerth online without any lag issues. Makes me wonder what the heck is going on...

 

[Pada]

Well, your ADSL's stats are perfect and you are indeed synchronizing with the DSLAM.

I would suggest that you go out and test a 3GB WebAfrica account, which you can get for free on a 14 day trial: http://www.webafrica.co.za/home/adsl/trial/
If you're experiencing the same issues with the WebAfrica account, then there is most likely a problem with the Telkom Exchange.

Could you perhaps run a DNS lookup, ping test & trace route from the command-line?
Like open up Command Prompt and run:

nslookup www.google.co.za
nslookup www.google.co.za 8.8.8.8
ping www.google.co.za
tracert www.google.co.za

It would help a lot if you can run that on both the IS & WebAfrica accounts.

 

[Deleted member 148173]

Thanks for the trial link. Got it activated.

Here as follows to your request:

Axxess uncapped

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Bloodrayne>nslookup www.google.co.za
Server:  dnscache1.is.co.za
Address:  168.210.2.2

Non-authoritative answer:
Name:    www.l.google.com
Address:  196.23.168.147
Aliases:  www.google.co.za
          www.google.com


C:\Users\Bloodrayne>nslookup www.google.co.za 8.8.8.8
Server:  google-public-dns-a.google.com
Address:  8.8.8.8

Non-authoritative answer:
Name:    www.l.google.com
Addresses:  74.125.71.103
          74.125.71.99
          74.125.71.106
          74.125.71.104
          74.125.71.105
          74.125.71.147
Aliases:  www.google.co.za
          www.google.com


C:\Users\Bloodrayne>ping www.google.co.za

Pinging www.l.google.com [196.23.168.147] with 32 bytes of data:
Reply from 196.23.168.147: bytes=32 time=68ms TTL=58
Request timed out.
Reply from 196.23.168.147: bytes=32 time=110ms TTL=58
Reply from 196.23.168.147: bytes=32 time=138ms TTL=58

Ping statistics for 196.23.168.147:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 68ms, Maximum = 138ms, Average = 105ms

C:\Users\Bloodrayne>tracert www.google.co.za

Tracing route to www.l.google.com [196.23.168.147]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2   131 ms    93 ms    79 ms  dsl-241-124-01.telkomadsl.co.za [41.241.124.1]
  3    92 ms   102 ms   124 ms  196.43.11.202
  4    85 ms   104 ms   118 ms  196.43.25.138
  5   106 ms   117 ms   106 ms  196.25.46.90
  6   160 ms   127 ms   132 ms  csw5-pkl-tg2-7.ip.isnet.net [168.209.1.188]
  7   125 ms   134 ms   134 ms  za196-23-168-147.cache.googlevideo.com [196.23.1
68.147]

Trace complete.

C:\Users\Bloodrayne>

Webafrica Trial account:

C:\Users\Bloodrayne>nslookup www.google.co.za
Server:  UnKnown
Address:  192.168.1.1

Non-authoritative answer:
Name:    www.l.google.com
Address:  155.232.240.19
Aliases:  www.google.co.za
          www.google.com


C:\Users\Bloodrayne>nslookup www.google.co.za 8.8.8.8
Server:  google-public-dns-a.google.com
Address:  8.8.8.8

Non-authoritative answer:
Name:    www.l.google.com
Address:  155.232.240.19
Aliases:  www.google.co.za
          www.google.com


C:\Users\Bloodrayne>ping www.google.co.za

Pinging www.l.google.com [155.232.240.19] with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 155.232.240.19: bytes=32 time=100ms TTL=56
Reply from 155.232.240.19: bytes=32 time=135ms TTL=56

Ping statistics for 155.232.240.19:
    Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
    Minimum = 100ms, Maximum = 135ms, Average = 117ms

C:\Users\Bloodrayne>tracert www.google.co.za

Tracing route to www.l.google.com [155.232.240.19]
over a maximum of 30 hops:

  1    <1 ms     1 ms     1 ms  192.168.1.1
  2   109 ms   114 ms   101 ms  rndf-ip-esr-3.ipnet.wa.co.za [41.185.71.1]
  3   166 ms   154 ms   149 ms  vl105.cr.gw.cpt.za.wa.co.za [196.220.59.250]
  4    91 ms    87 ms   108 ms  41.185.0.66
  5     *        *      132 ms  41.185.1.5
  6   129 ms    84 ms    80 ms  196.223.22.33
  7   168 ms   161 ms   136 ms  unknown.uni.net.za [155.232.6.113]
  8   147 ms     *        *     gc-cpt-bree-g21-23-19.uni.net.za [155.232.240.19
]
  9   151 ms     *      161 ms  gc-cpt-bree-g21-23-19.uni.net.za [155.232.240.19
]

Trace complete.

C:\Users\Bloodrayne>

 

[Deleted member 148173]

Statistics for webafrica trial account:

Mode: G.DMT
Type: Fast
Line Coding: Trellis On
Status: No Defect
Link Power State: L0

Downstream Upstream
SNR Margin (dB): 19.5 12.0
Attenuation (dB): 33.0 14.0
Output Power (dBm): 10.1 7.6
Attainable Rate (Kbps): 7104 868
Rate (Kbps): 1024 512
K (number of bytes in DMT frame): 33 17
R (number of check bytes in RS code word): 0 0
S (RS code word size in DMT frame): 1 1
D (interleaver depth): 1 1
Delay (msec): 0 0

Super Frames: 25546 25545
Super Frame Errors: 0 0
RS Words: 0 0
RS Correctable Errors: 0 0
RS Uncorrectable Errors: 0 N/A

HEC Errors: 0 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 1048907 0
Data Cells: 33228 0
Bit Errors: 0 0

Total ES: 0 0
Total SES: 0 0
Total UAS: 10 0

Speedtest.net results:

 

[Deleted member 148173]

Telkom ISP:

Mode: G.DMT
Type: Fast
Line Coding: Trellis On
Status: No Defect
Link Power State: L0

Downstream Upstream
SNR Margin (dB): 19.3 12.0
Attenuation (dB): 33.0 14.0
Output Power (dBm): 10.1 7.6
Attainable Rate (Kbps): 7168 860
Rate (Kbps): 1024 512
K (number of bytes in DMT frame): 33 17
R (number of check bytes in RS code word): 0 0
S (RS code word size in DMT frame): 1 1
D (interleaver depth): 1 1
Delay (msec): 0 0

Super Frames: 7315 7315
Super Frame Errors: 0 0
RS Words: 0 0
RS Correctable Errors: 0 0
RS Uncorrectable Errors: 0 N/A

HEC Errors: 0 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 300424 0
Data Cells: 9263 0
Bit Errors: 0 0

Total ES: 0 0
Total SES: 0 0
Total UAS: 9 0

Speedtest result:

 

[Pada]

Look, the ADSL modem's stats are completely separate from the ISP account, so it should remain the same for all the ISP accounts.

There is definitely something wrong with the Telkom Exchange if your first hop's latency sits at 100ms or even times out!
If its due to congestion, then after midnight the latencies should drop to like 10-30ms, and then your speed tests should drastically improve too. If your latencies & speed test results remain the same like at 02:00 in the morning, then the problem is most likely not due to congestion at the Exchange.

My guess is that your Exchange can't handle the amount of downloads, because your upload speed seems 100% fine.

 

[Deleted member 148173]

Yeah I figured that out after trying out 3 accounts on the same time zone in the day - all the same issues. it is only after 8pm that things do pick up a bit faster. I also found it weird that at 6 or 7 in the morning, the speed is much faster than the rest of the day.

I have send a e-mail to Telkom to find out if they can do something about it.

Here's a e-mail from Axxess:

This ticket is in response to [***** ], created on Saturday, 23rd July 2011 18:30

Good Day Maam,

From what you said near the end of your email is that the slow connection speed is periodic and not permanent, which also leads me to the conclusion that there is most likely a fault at the exchange. I did see how many ports are assignable at the exchange in your area and it seems only 4% are. Meaning that if it were a busy period during the day for internet users, that exchange would become congested.

I recommend you contact Telkom and tell them specifically that your ISP (Axxess) has tested the account you are currently using and found nothing wrong with it. Also that people in your area are also experiencing slow connection issues and that your connection speed is mainly dependant on time of day.

Thank You.

Regards,
{***** ]

So the guy has tested my account which shows no irregularities other than throttling which is normal but he is surprised that I'm having such bad connectivity on my line. He said I must contact Telkom myself and try get this sorted out...

Read what he said - 4% has been allocated for ADSL ports which means the majority of us with ADSL at the Rosettenville Exchange will suffer.

 

[Pada]

It would probably be the best to find a few neighbours who are suffering from the exact same issue to report faults at Telkom.

I had issues with my ADSL where it went offline every 5 minutes 45 seconds, and it only got solved like 3 weeks later after I got a few people around Stellenbosch to report that very same fault.

 

[Deleted member 148173]

It would probably be the best to find a few neighbours who are suffering from the exact same issue to report faults at Telkom.

I had issues with my ADSL where it went offline every 5 minutes 45 seconds, and it only got solved like 3 weeks later after I got a few people around Stellenbosch to report that very same fault.

Well some of the neighbours are rather noob. They wouldn't care cos they aren't gamers or ADSL speed freaks like I am. The online gamers would care so I don't know how to get around this.

Also played my card with my work suffering with the slow-down speeds and not being able plus my hearing problem which does not allow me to use phones (ie I can't phone or receive calls cos I can't hear)... Hopefully something comes out of it...

 

[Pada]

Yeah, people who game or "speed freaks" do help out quite a bit in a situation like the one you're in. I was fortunate enough to have a neighbour (and his kids) that play WoW pretty much every day, and he was very determined to go as high up as possible on Telkom's ladder just to get the problem sorted.

Perhaps it would be worth while to go to the neighbours and show them of the speedtest.net and pingtest.net, and inform them of what they're currently missing out on with their poor speeds

Even if the people are browsing, they should be affected by the congested network - where pages would randomly not load, etc.
I'm fairly sure that the people would at least try to improve their ADSL's condition, even if though they might not no much about ADSL. In the end, the people would always want to get the best possible service for the amount that they're paying.

 

[Deleted member 148173]

Yeah, people who game or "speed freaks" do help out quite a bit in a situation like the one you're in. I was fortunate enough to have a neighbour (and his kids) that play WoW pretty much every day, and he was very determined to go as high up as possible on Telkom's ladder just to get the problem sorted.

Perhaps it would be worth while to go to the neighbours and show them of the speedtest.net and pingtest.net, and inform them of what they're currently missing out on with their poor speeds

Even if the people are browsing, they should be affected by the congested network - where pages would randomly not load, etc.
I'm fairly sure that the people would at least try to improve their ADSL's condition, even if though they might not no much about ADSL. In the end, the people would always want to get the best possible service for the amount that they're paying.

I told my boyfriend about this thread and what was being written here in replies. He said to me I should have e-mailed Telkom and asked them why am I paying this much money for crappy service...

I'll go to Karen at the office tomorrow morning as she has ADSL - she might help me go around asking people about this and we will discuss with them... She has a lot of people coming and going out of the office at the complex (she is manager of the staff here along with admin work) so she can ask them for me... I find it difficult to speak to people because of my english lisp. A lot of people think I speak Portuguese and look like one but I am deaf, that's why I speak a little funny. When people get to know me better, then there's no problem...

 

[Deleted member 148173]

Now it is the right time to conclude that it is Telkom messing me around.

Speeds picked up after around 8 or 9pm. And it's still sailing smoothly even right now. Every site opens quite faster than during the day...

Now I can point a finger at Telkom and tell them they are lazy scums not to sort that exchange out...