Strange DSL / VDSL Line Issue

U

undefined

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I'm at my wits end on this, posting this LONG story to see if anyone has experienced a similar issue and might be able to provide assistance, I seem to repeat myself over and over and over with Telkom who seem clueless to the issue, telling me it's been resolved when it has not.

I have two lines with Telkom within a 2km radius, not sure if connected to the same MSAN but both are VDSL capable.

My first line is running at 20mbit (011326XXXX). Moved into a new apartment last weekend before activating 2nd telephone line. Plugged in VDSL modem, line was syncing at 40mbit.

Telkom tech came out to do my new installation / transfer and had me up at 10mbit on this 2nd line (011514XXXX).

Put in for an upgrade to 20mbit for this line. Within 2 days I had moved to the temporary migration profile and was syncing at 15mbit. My first line did the exact same thing within the first few days until they completed the migration and had me syncing at 20mbit.

Having had some experience with this 15mbit 'migration' state, and on the first line having waited longer than I should have to move to 20mbit I started calling Telkom to do the final sync at 20mbit.

This is where things started going really badly.

1. Called Telkom this past Thursday to see if they could move from 15mbit to 20mbit yet ( As I said I had done this with the 011326XXXX number over the phone without issue ). It's worth noting the 15mbit connection worked well.

2. Tech support says the profile is still locked but she will try a port recreate to see if it works.

3. Line stops working after recreate.

4. Line syncs at 15mbit still, authenticates instantly on my 20mbps MWEB uncapped account as well as the Telkom Guest account but there is NO DATA THROUGHPUT, www.telkom.co.za will not load on the Guest account.

5. I call back, Telkom says call MWEB.

6. I call MWEB, try 2 different routers, router resets, Telkom Guest account. NO DATA THROUGHPUT still.

7. I call Telkom, log a fault.

8. Follow up with Telkom, fault was closed or never opened. Open a new one.

9. Get message yesterday tech is working on it, message today that it's resolved. apparently tech worked at the exchange and did a Port Reboot, whatever that is.

10. Get home to test, still NO DATA THROUGHPUT. Line is still syncing at 15mbit, authenticates instantly with any account I try ( I try Afrihost account, Mweb account, Telkom Guest account ) but still no data throughput. I report this to Telkom who ask me the same basic questions, have you called your ISP? Bla bla bla.

11. Telkom guest account seems to work sporadically with loading www.telkom.co.za, I test to make sure it's not cached data I'm accessing and download some PDF docs from the site.

12. With MWEB account authenticated, I manage to also download a PDF or two from www.telkom.co.za once, but trying again later it no longer works.

---------

I have tried different routers, different accounts, different telephone cables, different filters, plugging routers into different power outlets.

Anyone with any ideas? Line stats seem pretty good?

Bandwidth ( Up/Down = 1.239 / 15.359 )
Line Attenuation ( Up/Down = 3,3 / 3,0 )
SN Margin ( Up/Down = 7,6 / 14,4 )
 
xodosman123 said:
go to www.saix.net and do a speed test should work on the guest acct.
Click to expand...

Full speed / throughput to Cape Town, Durban and Rosebank on the Telkom guest account! Line is still syncing at 15mbit so getting 13mbps down and 1mbps up with a latency of 10 to Rosebank.


Then oddly, disconnecting the guest account and trying the following accounts gets this:

1. MWEB uncapped account allowed me full speed to Rosebank, to only ping Durban and no connection to Cape Town.

2. Afrihost capped account allowed me full speed to Rosebank with no connection to either Durban or Cape Town.

I tried in this order Telkom Guest, MWEB, Afrihost, Telkom Guest, MWEB, Afrihost, Telkom Guest and then MWEB.

On my last try MWEB would not load the SAIX page.

Could this be a result of caching of Telkom DNS on the router somehow?

When I check the router connection status for MWEB and Afrihost it shows I can reach what I assume are the connection servers but no connection to their DNS servers which would of course result in no browsing.

I can reach Telkom Guest account DNS servers.
 
undefined said:
Just spoke to Telkom again - they reckon everything is 100% on their side, line stats are perfect :(
Click to expand...

Trust me change your router.... I have the same problem with the Mweb router and I'm using its on a 4Mbps line. It authenticates instantly but no throughput on the wifi or lan. It is a router firmware problem or faulty router.

I think you might need to invest in a new VDSL router or try this method:

Log into your mweb router and set it up but don't select the pppoe pass through just select the bridge mode..... There is only 2 options there if you are using the default mweb router firmware so just select the bridg mode option. So when that is done you will not add your isp details on the router.

Now in windows and I hope you are uing windows you need to create a manual connection which you are going to dial.

Right click on the network icon > nework and sharing > set up new connection > connect to the internet > broadband pppoe connection and add your isp detail there.

Then you just dial the connection. If it dials there then your router is in bridge mode if it does not connect like that then your router is not in bridge mode.

If it connects like that and it works then its the mweb router that has faulty firmware.... If it connects in bridge mode but still no throughput then the router is faulty or ISP or Telkom adsl line.

I'm sorry that sounds stupid but try it out I think that really might be the problem. If tis works out then you just need to fight with Telkom for the right sync speed but the throughput issue I think is most likely the mweb router
 
Last edited:
I had a similar thing where my VDSL line was connected and synced but no throughput for data. I would get an IP address, authentication would happen but nothing would work I.e. No ping etc.

In the end it was the port on the MSAN. They had not enabled all functionality on the port, as I suspect it is a layered config, and they had not competed it properly. Eventually they did something after I proved it was the port and then it worked.
 
roadcat said:
I had a similar thing where my VDSL line was connected and synced but no throughput for data. I would get an IP address, authentication would happen but nothing would work I.e. No ping etc.

In the end it was the port on the MSAN. They had not enabled all functionality on the port, as I suspect it is a layered config, and they had not competed it properly. Eventually they did something after I proved it was the port and then it worked.
Click to expand...

How did you prove it was the port? Also did they do this remotely? Any tips would be appreciated!
 
cavedog said:
Trust me change your router.... I have the same problem with the Mweb router and I'm using its on a 4Mbps line. It authenticates instantly but no throughput on the wifi or lan. It is a router firmware problem or faulty router.

I think you might need to invest in a new VDSL router or try this method:

Log into your mweb router and set it up but don't select the pppoe pass through just select the bridge mode..... There is only 2 options there if you are using the default mweb router firmware so just select the bridg mode option. So when that is done you will not add your isp details on the router.

Now in windows and I hope you are uing windows you need to create a manual connection which you are going to dial.

Right click on the network icon > nework and sharing > set up new connection > connect to the internet > broadband pppoe connection and add your isp detail there.

Then you just dial the connection. If it dials there then your router is in bridge mode if it does not connect like that then your router is not in bridge mode.

If it connects like that and it works then its the mweb router that has faulty firmware.... If it connects in bridge mode but still no throughput then the router is faulty or ISP or Telkom adsl line.

I'm sorry that sounds stupid but try it out I think that really might be the problem. If tis works out then you just need to fight with Telkom for the right sync speed but the throughput issue I think is most likely the mweb router
Click to expand...

It's not the router, I have tried a different router as well with same result. Also just tried the Bridge mode and manual connection method and same thing :/
 
Logged a new fault with Telkom. Also logged an advanced support request with MWEB.

MWEB didn't rule out an issue on their end, but the fact the Afrihost account doesn't work tells me it's not them.

Telkom just repeats call your ISP call your ISP call your ISP.

The thing is, my 20mbit upgrade is not complete, I am still on a temporary migration, I know because I've asked them to change the sync speed and they can't because of the temporary migration profile.

Sometimes I call in and they say everything is syncing at 20mbit and order complete on their side, but when I ask to change the sync speed they can't give me a reason as to why I'm on a temporary migration.

When I spoke to sales on Friday, the woman insisted 'you get what you get' because it's still a pilot and there is no extra cost. Seriously do these people even know what they are selling?

I'm sure the issue is because this mismatch for a completed order vs a temp migration and thus nothing is working!

If I don't get any joy tomorrow I'm cancelling the line and services and starting over.
 
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