Phone Line or ADSL Problem.

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Driesco

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Hi everyone, hope everyone is having a great day.

I'm not sure if this is the right place to post this, please tell me if it isn't.

I'm having a huge problem with my ADSL at home, every time someone picks up the phone when it's ringing, my ADSL disconnects, also when some calls from the phone it disconnects.
It also keeps disconnecting every 10-15 minutes, then reconnects, but only if I'm using bandwidth. If it disconnects and I log into my modem, the modem says "Disconnected because of Line Loopback" do any of you know what Line Loopback means?
Ive tried 4 different modems and 6 different filters.
Telkom technicians are useless in this town I live in, they say it could either be my telephone line that is too close to my power, or it could be "dirty power" not sure what that means. I've moved my telephone line far away from my power and still it does this.
I also tried 3 different service providers.

Can anyone please please help me? I'm really going mad here!
 
Hi and welcome to the forums. This was indeed the correct place to ask about it.

Usually when the ADSL connection disconnects due to the telephone being used, it implies that the filter is broken or incorrectly installed - but it is unlikely that this is the cause since you've tried 6 filters already.

Only phones, alarm systems and fax machines needs to be filtered. If you have multiple telephones, then you should make sure that every phone has a filter installed.
The ADSL modem does not need any filtering. You do get splitter filters that has inputs for both a telephone & modem, which essentially first splits the connection and then only filters the telephone port.
Could you perhaps explain to us how you've installed these filters?

Secondly, could you also log in on your ADSL modem's web interface and paste your ADSL line stats, because it could be that your SNR/noise margins are only marginal and then any disturbance on the line would cause your ADSL line to disconnect.
Trying a different ISP account won't help, because they all require an ADSL connection first.
 
Hi guys, thanks so much for the quick replies!
I have one phone, so I connected the splitter/filter into the phone line, then the phone and the adsl line into it.
Here is my Modem Log.
Internet

Connection status: Connected (0:02:45:48)
Connection mode: Always on

Downstream rate: 4096 kbps
Upstream rate: 512 kbps
PPPoE pass-through: Enabled
ADSL Line

Status: Cable connected
Line mode: G.DMT
Maximum line rate: 7520 kbps (upstream)
Noise margin: 24.4 dB (upstream)
Line attenuation: 25.2 dB (upstream)
Output power: 13.5 dBm (upstream)
Address Translation (NAT)

Status: Enabled
Dynamic DNS

Status: Disabled

To MickZA:
No I don't have a UPS connected, which one of those plugs is the one I have to buy?

Thank you so much guys!
 
Hi guys, thanks so much for the quick replies!
I have one phone, so I connected the splitter/filter into the phone line, then the phone and the adsl line into it.
Here is my Modem Log.
Internet

Connection status: Connected (0:02:45:48)
Connection mode: Always on

Downstream rate: 4096 kbps
Upstream rate: 512 kbps
PPPoE pass-through: Enabled
ADSL Line

Status: Cable connected
Line mode: G.DMT
Maximum line rate: 7520 kbps (upstream)
Noise margin: 24.4 dB (upstream)
Line attenuation: 25.2 dB (upstream)
Output power: 13.5 dBm (upstream)
Address Translation (NAT)

Status: Enabled
Dynamic DNS

Status: Disabled

To MickZA:
No I don't have a UPS connected, which one of those plugs is the one I have to buy? Do you maybe have an online shop where I can buy the 650VAC? I live in a VERY small town, so I have to order it online.

Thank you so much guys!
 
You do not necessarily need a UPS i think he was just saying it could be the power.
What modem do you have and are you connecting from the PC or the modem ??.(settings in the modem or PC)
Have you tried just connecting your modem with out any splitters or phone to see if it still disconnects ??
 
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I have the Siemens Giga762SX on now, it's the only one that doesn't disconnect so much. Settings are on the modem.
I plugged the modem directly into the wall socket and it still disconnects like crazy.
 
Has your filter clearly marked phone & modem inputs?
Because my dad once bought a splitter filter which had 2x phone inputs, which didn't work for his setup.

Your ADSL stats look good, seeing that you can technically go up to about 8Mbps.

That Gigaset 762SX is one of the best ADSL modems that you can get.

Having an UPS that does VR (Voltage Regulation) could fix your issue, but the problem is likely to be one Telkom's side if it is a voltage issue.
 
Pada said:
Having an UPS that does VR (Voltage Regulation) could fix your issue, but the problem is likely to be one Telkom's side if it is a voltage issue.
Click to expand...
I'm thinking that with the number of disconnects he's having plugged directly into the line any Eskom related power spikes would show up on other appliances, DSTV, lights flickering etc. Could still be a bad multiplug or wall socket that he's got the router plugged into tho'.
 
When I did my application for the line, Telkom told me that there is a problem on the line, but they are fixing it. Never did get feedback if they did it or not. I have had this problem ever since I got my ADSL about 2 years back, it comes and goes, it's been down to 1 or disconnects a week for about 4 months, now it's over to 30-40 a day.
Also, there is a slight noise on the line, like static, it used to be alot worse but Telkom came and fiddled with my wall socket and then it was reduced, but still there. Could it be my wall socket is the problem? Should I get the UPS and check if it works?
 
Driesco said:
Also, there is a slight noise on the line, like static, it used to be alot worse but Telkom came and fiddled with my wall socket and then it was reduced, but still there. Could it be my wall socket is the problem? Should I get the UPS and check if it works?
Click to expand...
Definitely sounds like a line problem. Report it as a "noise on line" fault (not ADSL) and keep reporting until they fix it, escalate the fault if they haven't sorted it after two callouts.

Edit: noise test - get dial tone, hit 0 and listen, should be quiet.
 
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Should I ask them to replace my current wall jack? It's really old, one of the first telephone jacks put into houses. Could it cause the noise problem?
 
No mine is just a gray little box, with the telephone line coming in the one side, and then you plug your splitter into the other side. I'll get them to replace that, and after that I guess it's UPS time.
Thanks guys for the help! I really appreciate it.
 
MickZA said:
Definitely sounds like a line problem. Report it as a "noise on line" fault (not ADSL) and keep reporting until they fix it, escalate the fault if they haven't sorted it after two callouts.

Edit: noise test - get dial tone, hit 0 and listen, should be quiet.
Click to expand...
I agree on this one,,,,,noise is normally an indication of a line fault and with all the rain we have been having .
 
Well I reported my line, for noise, and they called me back ans said they tasted my line from the main, and no faults were found.
So they won't be sending someone to do it. Can I manually install a new jack by myself? Or will Telkom give me trouble?
 
Is there noise when you perform the noise test I detailed in post 13?

Telkom are responsible for the jack(s) their incoming line terminates in. Any additional jacks or extensions installed by third parties (alarms etc) are the subscribers responsibility.

Edit: forgot to ask, have the disconnects stopped since they cleared the fault?
 
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When I did the test like you said, there is still a slight cracking sound in the background.
No they said the fault was cleared about 4 months back, so it hasn't helped at all. Also the disconnecting are getting more frequent as the temperature rises, could it be an overheating problem somewhere?
 
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