ADSL random disconnects need help.. PLZ!

Hi there we have been using ADSL for over 2 years now and we have not had any problems up until now. We realised what was going on on the 5 of Feb and reported our first fault. This problem started late in Jan and progressively got worse from the 3-4 it was and still is in full swing with disconnects averaging 20-30 disconnects a day.

We are getting random disconnects.. no pattern at all to the time periods when our connection "drops".

ISP: SAOL 10 Gig account.
Sessions for the month: 515.

Here is a snippet of an example of just one day.
------------------------------------------------------------------------
26 1896808629 ADSL 01:07:10 02:20:45 01:13:36 6.676 Mbytes 3.292 Mbytes
26 1896808629 ADSL 02:21:02 02:31:40 10:33 9.034 Kbytes 9.078 Kbytes
26 1896808629 ADSL 02:32:09 04:02:04 01:29:57 73.141 Kbytes 75.540 Kbytes
26 1896808629 ADSL 04:03:01 04:03:54 58 68 bytes 70 bytes
26 1896808629 ADSL 04:04:05 06:54:03 02:49:58 145.486 Kbytes 148.562 Kbytes
26 1896808629 ADSL 06:54:14 07:07:32 13:18 10.176 Kbytes 11.143 Kbytes
26 1896808629 ADSL 07:08:03 07:21:32 13:28 13.220 Kbytes 13.452 Kbytes
26 1896808629 ADSL 07:22:03 08:03:31 41:27 32.701 Kbytes 34.680 Kbytes
26 1896808629 ADSL 08:03:36 09:10:20 01:06:46 717.375 Kbytes 1.287 Mbytes
26 1896808629 ADSL 09:10:52 11:10:11 01:59:19 391.162 Kbytes 7.963 Mbytes
26 1896808629 ADSL 11:08:55 11:36:03 27:07 816.191 Kbytes 25.398 Mbytes
26 1896808629 ADSL 11:46:27 12:28:54 42:26 2.197 Mbytes 4.280 Mbytes
26 1896808629 ADSL 13:58:55 15:24:53 01:26:01 24.072 Mbytes 27.631 Mbytes
26 1896808629 ADSL 15:26:36 15:29:21 03:36 70 bytes 10.868 Kbytes
26 1896808629 ADSL 15:27:57 15:28:36 43 5.608 Kbytes 37.790 Kbytes
26 1896808629 ADSL 15:30:29 15:30:57 31 7.592 Kbytes 1.479 Kbytes
26 1896808629 ADSL 15:31:14 15:31:44 33 10.052 Kbytes 18.324 Kbytes
26 1896808629 ADSL 15:31:56 15:32:31 34 2.256 Kbytes 7.941 Kbytes
26 1896808629 ADSL 15:32:58 15:35:34 02:41 105.976 Kbytes 1.216 Mbytes
26 1896808629 ADSL 15:36:39 15:42:14 05:39 52.340 Kbytes 239.402 Kbytes
26 1896808629 ADSL 15:40:01 15:57:23 17:26 3.447 Mbytes 5.272 Mbytes
26 1896808629 ADSL 15:55:40 17:26:03 01:30:28 21.635 Mbytes 52.375 Mbytes
26 1896808629 ADSL 17:27:27 17:29:23 02:01 4.609 Kbytes 3.424 Kbytes
26 1896808629 ADSL 17:30:24 01:05:30 07:34:56 30.777 Mbytes 80.326 Mbytes
------------------------------------------------------------------------

We have tried 2 modems.
- standard pots modem provided by telkom
- DLink 503.
The same thing happens on both.

We have had 4-5 tickets with telkom.. (half of which just get closed on the own).
We have had on going talks with SAOL (who claim its not them).
We have had talks and tests with SAIX.. (most helpful people so far).

We have tried running the modem in PPPoE and Bridge mode (router and pc handling of connection authentication).
PPPoE mode - on the dlink we get a nice log of what’s going on and it reports the Carrier is Up then Carrier is Down.. this will loop like this many times on end.. and eventually connect.. only to drop 30 sec - 5 hours later..
When i run the diagnostic when this is happening the connection comes back as FAILED. All other tests are successful. The pots router some time reports the connection is open but we cant surf, download, upload..

Bridge mode - The connection also drop's at random intervals with the redialling message box popping up when disconnects, some times the connection is even up but we cant surf, download, upload.. but the connection is still reported as connected.

We have had the DSLAM reset on more than one occation and the cards swopped.

The telkom technician who came out eventually on the 25 Feb, the fault was reported on the 5 Feb.. (and after numerous tickets being mysteriously closed, then reopened by us). The technician did not even test anything claiming that the phone has dialling tone and the problem is on the data side of the line, and that the line is working correctly. He said he did not trust that they have swopped the port of the DSLAM claiming that it may be faulty and would get that swopped.. (never mind our please with him telling him that’s been done). He said he would look into the history of the DSLAM.. but as usual nothing has happened.

We have really run into a brick wall every time we try get something going with telkom, saol.. they point fingers at each other (after explaining the history of this fault) they all open a new ticket which never/ hardly gets attended to. We have been trying every thing we possibly can since the 5 of Feb when we realised what’s going on..

PLZ PLZ PLZ cant some one help us with this... we dont know what else to do.

If you are using analog devices on the same telephone line, do all of them have a POTS filter?

Check the connections inside the wall extension/termination point. Maybe resolder/reconnect the wires. I have heard this causing problems before.

Check the cabling running from the wall to the ADSL router. Make sure it is not in contact with any electrical cabling, otherwise you could have crosstalk problems.

I'm sure the problem actually lies with Telkom. So using the "process of elimination" elimate all the variables on your side. Maybe try to take your complete system to a friend and try it on their ADSL connection. If you all of sudden have no problems then the fault MUST lie somewhere between the wall point in your office/home and the DSLAM exchange.

Franna said:

If you are using analog devices on the same telephone line, do all of them have a POTS filter?

Click to expand...

Yes.

Franna said:

Check the connections inside the wall extension/termination point. Maybe resolder/reconnect the wires. I have heard this causing problems before.

Click to expand...

Done.

Franna said:

Check the cabling running from the wall to the ADSL router. Make sure it is not in contact with any electrical cabling, otherwise you could have crosstalk problems.

Click to expand...

Will do.. but if i reacll correclty it is not, but not 100%.

Franna said:

I'm sure the problem actually lies with Telkom. So using the "process of elimination" elimate all the variables on your side. Maybe try to take your complete system to a friend and try it on their ADSL connection. If you all of sudden have no problems then the fault MUST lie somewhere between the wall point in your office/home and the DSLAM exchange.

Click to expand...

"process of elimination" -- thats what the telkom technician said. Except his servieces are no where to be found .. and all we can do is reopen new ticketes.. can see us getting charged for some (R100 odd rands per call out and fault still exists).

I have the exact same problem, both my home and my office connection. Come the end of the month my authentication log is as long as a Tolstoy novel. At home I am on Webafrica and at the office, Mweb. I am wondering if SAIX isn't pushing the contection ratio to the max and thereby causing these issues.

I'm no expert, but any possible sources of interference that could have been added lately?

1) One thread refers to electric fences causing disconnects
2) Hair dryers or similar equipment that can generate RF interference used in close proximity to the copper wires?
3) Did you try to change out the POTS filter for a new one, maybe it's damaged?
4) Unplug all the handsets and only leave the DSL modem. Does the disconnects remain?
5) What does the analogue line sound like? is it scratchy?

@munkiller, look at: http://mybroadband.co.za/vb/showpost.php?p=450128&postcount=7

allyoucaneat said:

@munkiller, look at: http://mybroadband.co.za/vb/showpost.php?p=450128&postcount=7

Click to expand...

Lost-Carrier DCD was dropped on the port. This is what we are getting what does that now mean..

Log a fault with Telkom's DSL Helpdesk 0800 375 375. Give them the new info.

Yip - Ask your ISP to Check the connection sessions on the Radius Server.If it says "Port- Error" ,its a Hardware fault , most likely the Telkom NAS Server.

PLZ read this http://www.orionsimracing.com/

i cant take this any more!!!!!!!!!

Same problem

I have had the same problem since early December after months of good service. Finally got response from Telkom after two weeks. The techie put the cause down to my neighbour's electric fence but neighbour has not completed his fence yet and it's not connected! He then organised to re-route my line so that the run from my house to exchange is 700m rather than 3km. Finally - on third visit - reset the port at the exchange and all seemed fine.

Mid January, the same situation arose but nowhere near as bad - just inconvenient (I use SSH on remote servers and an ADSL drop loses me the connection - 10 minute jobs can take hours if the drops are frequent). Response was again two weeks and a different techie arrived. He put the cause down to the filter but had no way of testing it so I shelled out for a new filter - which dropped the ADSL link immediately I plugged it in. Still waiting for response to current fault logged and I am operating without a landline - my clients can only contact me on a cellphone!

About a week ago, my analogue connection failed completely!

Visited local Telkom branch and sat on their fault line for ten minutes without response - but that's not going to help anyway. The Faults guy will deny all knowledge of ADSL and will refer me to the ADSL Helpline and, quite simply, I do not have the time or money to wait for anything up to 20 minutes for them to answer.

Now considering installing a second prepaid line so's people like my Mother (who thinks cellphones are for prisoners) can contact me. Just hate the idea of supporting Telkom more than I have to

Hope you have better experiences than I've had.

My problem got sorted out. I logged a fault with Telkom on Wednesday the 1st, on Thursday Raynard from Telkom arrived and did some tests and replaced the outside cable and now everything is working just fine. The doctor said I should be fine in a week or so when the shock wears off.

almost 3 Months now..

Well.. we have been banning our heads against the brick wall called telkom adsl fault logging service now for close to 3 months.

Seems know one can fix the problem.. we have been phoning in daily (some times 2-3 times a day).. we all ways get the same response quote: "we will escalate the problem sir".. we people if you are still able to escalate the problem id be speaking to GOD!!!


Here is a brief history (2nd month only).
- Run diagnostic test as well as PC side initiated dial up of adsl.. (with charl olifeer, most help full bloke ever!).. all test point to a problem with the line or DSLAM, get DSLAM reset still nothing.

- We eventually get a technician to come round to the house.. Michale some thing.. any way we explain that the line keeps dropping (random times).. so he says we got dialling tone on the phone its not a line problem... and swears its the DSLAM (router/server telkom side where u line 'ends'). but we tell him that the DSLAM has all ready been reset. He says what if they just hit the reset and did not swap ports.. so he sticks to his guns and ducks.. (NOT 1 TEST)!!, anyway that proved fruitless..

- We now start with our daily phone calls. (USLESS even to this day), never mind the 30min + wait every time!

- about 2 weeks later our first specialist arrives.. He sits with his router and pc connected to the line for 20 min and claims there is no problem.. (never mind our
disconnects range from 0.5 sec to 10 hours).

- about 1 week later after many more hours on 0800375375.. the last technician works on the line out side our house.. and kill's the entire phone line.

- we phone 5-10 times a day now to at least try get a phone line back (PS: 0800375375 off a cell phone not toll free).

This is just a taste of what we are currently going through. I now keep a log of exactly what is said each and every time i speek to the help desk. Also im pushing to get the Fault Log history from telkoms side.. (they claim i can only get this from customer cair after the fault is closed).. will stick it up for all to seee..

PS: are there any prostests i can join, sign.. any thing!!!! Freek ill even pay for part of an advert that tells every one the TELKOME = .............................!!

got same prob as u..trying to get them to send a techie. Dropped 3 times in last 5min already. and lots the last few weeks...this is BS. They said there is a huge backlog so it might take a long time for them to come...

Had the exact same problem!

Don't worry I feel your pain - its the most annoying thing on earth. Tried everything, replaced filters, ensured there was no interference, cut cable joins within the house and re-did them myself to ensure no corroded copper.. But nothing. Even with three differenent routers I had random disconnects from a few seconds to a few hours. No pattern whatsoever. SNR and Attenuation levels were perfect.

Then I went looking, checked out my telephone pole in my property and saw thousands of ants coming in and out of the little box on the pole. The second telkom tech arrived and tested - said my line was crystal clear. I then told him about the ants, he climbed up his ladder and checked the box. They were everywhere and were causing random shorts which would disconnect my line.. Well he gassed the ants, sealed the box and re-did all the connections in the little box and its been perfect ever since.

He says that ants are apparently notorius for this. So even if you cant see them from the outisde they might still be in amoungst you cable connections on your pole.. Ask the teck to check it out.

Good luck,

Jonathan

Man, this is insane! I am having almost the exact same problem. My ADSL 384kb line was installed in beginning of feb 2006. Since day one I had problems. They installed an adsl wi-fi marconi router (4-port).

What happens is the DSL-LINK light on the modem is suppose to be permanently on, when it flashes, the link is down. Well, I can tell you it flashes more than it is on since day one. When I reset it, it stays on for around 5-10 mins then it starts flashing again (no connection). Over weekends (daytime) and in weekday mornings it seems to stay connected longer, but at night (from 18:00) I get 10 mins max before I have to reset again.

Obviously Telkom does not believe me. I made COUNTLESS calls to 0800375375, reported the fault many times, two techs came to the house and found nothing wrong, and since last week, I have not heard anything from them again. Its been almost two months! They promised to send a tech after 18:00 last Monday, but I never got a call and no-one arrived. Dont know what to do anymore.

At first they were too busy to attend to my request, so I insisted to speak to a manager. They then put me through to a guy called Hassan, which seemed helpful, but till today could not resolve the problem.

Does anyone have any advice?

munkiller, has your (or anyone elses) problem been sorted out yet?

Regards

(the line dropped twice whilst writing this message)

Disconnect everything that is linked to the phone system (phones and fax etc) and see if it still does it... If not then slowly add each device back onto the network and test... Or check the time out option on the router. Try a different router and/or phone jack. Donno if someone already said this... Sorr if they have...

problem fixed - so I thought..

After my post about the ants being the prob, I began to get disconnections again. Since then I have had six different Telkom vans visit my house. I guess I'm one of the lucky guys, Techs arrive the day after the fault is logged. Been through so much to try get this sorted.

First thing I did was call Chubb to filter the Alarm before it plugs into the line (can cause big probs), exterminated the ants in the box on my telephone pole, then one of the technicians (Frikkie was his name) really went out of his way - he arrived at 1 in the afternoon and left and 17:30! He followed my line from my house all the way to the exchange, climbed up about seven telephone poles (in different peoples gardens) and then checked the box at the bottom of the road - he cut and re-did every join. He left, it dropped, sometimes it would last for 1 min sometimes an hour 17 mins. After a few more visits I decided to take action. Got telkom to change my port on the DSLAM, went out and bought Cat5e cable, some new RJ11 telephone jacks and a gluegun, I then pulled all Telkom cable and telephone jacks off the wall and started from scratch, re-cabled from where the line from the pole enters the house and bang - I haven't had a drop since and this has been for a good few days now.

Hopefully you guys don't need to go to this extent to get things working.. Just be aware that if your in-house wiring is bad Telkom can re-cable for you but at a great expense and wait. Also check for slight breaks in you lines and see if they are running over any power cables. If the cabling is of poor quality then EMI will cause havoc with your ADSL connection.

Hope you manage to get things sorted.

Jon

I had a similar problem that started around August last year.
Telkom came out many times and eventually wanted to start charging me for a fault they could not find and said it was something I had done.
Then around a month ago I called again and this time I INSISTED on an experienced technician of around 50+ years old to come out which they did - 2 of them.
These guys eventually found a rather badly made joint in my line that was just wound together with insulation tape.
Modern 'techies' just join cables in any old fashion.
My ADSL now rocks bigtime and is better that ever before