MrGray
Honorary Master
Any advice would be good.
We have an intermittent ADSL problem whereby every 30-40mins we lose all Internet throughput for 2-3mins. The ADSL line stays synced, though, and the connection is not lost.
We have repeatedly reported this fault, and every time we have to go through the whole rigmarole of proving that it is not our ISP, router, etc. This is very tedious as they refuse to take into account all the previous fault logs every time, and they clear the faults without asking us. They always argue because the line doesn't physically drop and shows in their logs as having been connected for days, and invariably when they test the connection is working.
Usually after they clear the fault, everything is fine for a week or so and then it starts again. We've now established that there is a DSLAM in the basement of our building and the problem seems to start every time a Telkom van is parked outside. After the latest occurrence, we asked the techs what they were working on and they told us they had another similar fault log from someone else in the building. I asked them how they resolve it and they said they just swap the DSLAM ports for the line!!! When I asked them if they could swap ours, they said not without another fault reference (and all the inane repeated steps to test with another ISP account, etc)!!!
So what is happening here? I'm betting there is a bum DSLAM port and every time we log a fault they just swap around the port, so somebody else in the building gets the port. The other people duly complain and a few days later we're back on the bum port?? Is that possible??
Very frustrating, and the fault reporting people are (mostly) seriously unhelpful, refusing to look at the history and every time we log a fault asking us to rule out the same stuff as the previous fault. We are at wits end.
We have an intermittent ADSL problem whereby every 30-40mins we lose all Internet throughput for 2-3mins. The ADSL line stays synced, though, and the connection is not lost.
We have repeatedly reported this fault, and every time we have to go through the whole rigmarole of proving that it is not our ISP, router, etc. This is very tedious as they refuse to take into account all the previous fault logs every time, and they clear the faults without asking us. They always argue because the line doesn't physically drop and shows in their logs as having been connected for days, and invariably when they test the connection is working.
Usually after they clear the fault, everything is fine for a week or so and then it starts again. We've now established that there is a DSLAM in the basement of our building and the problem seems to start every time a Telkom van is parked outside. After the latest occurrence, we asked the techs what they were working on and they told us they had another similar fault log from someone else in the building. I asked them how they resolve it and they said they just swap the DSLAM ports for the line!!! When I asked them if they could swap ours, they said not without another fault reference (and all the inane repeated steps to test with another ISP account, etc)!!!
So what is happening here? I'm betting there is a bum DSLAM port and every time we log a fault they just swap around the port, so somebody else in the building gets the port. The other people duly complain and a few days later we're back on the bum port?? Is that possible??
Very frustrating, and the fault reporting people are (mostly) seriously unhelpful, refusing to look at the history and every time we log a fault asking us to rule out the same stuff as the previous fault. We are at wits end.