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9.0 Troubleshooting
Section 1 - Software/Configuration Issues Section 2 - Account provisioning is incorrect Section 3 - Physical problems Section 4 - Provisioning rates versus speed test websites Section 5 - Many speed tests are not reliable Important Recommendation: It is suggested that you use the Official BellSouth FastAccess Speed Test Website for your speed tests. It stays on BellSouth's network and eliminates some variables associated with other speed test sites. If you are using a wireless connection you must test with the computer hard wired via ethernet cable directly to the modem/router to eliminate the wireless connection from being at fault. Computers, modems, and routers must be configured and functioning correctly. 1. Make sure your computer(s) are tweaked correctly. -FastAccess Lite (768/128) Tweak -FastAccess Ultra (1472/256) Tweak -FastAccess Xtreme (3000/384) Tweak -FastAccess Xtreme (6000/512) Tweak 2. If you are using a third party router (wired or wireless) in conjunction with your modem remove it and connect directly to one PC and recheck your speeds. If your speeds increase and the router is suspect, make sure you have the newest firmware installed. If you are using a Linksys router in conjunction with the modem and getting poor speeds and intermittent connectivity check out this FAQ. 3. Make sure your PC is free of spyware, adware, viruses, or any applications that may be running in the background and using upload/download bandwidth. Even a small amount of upload traffic can drastically effect your download speeds. 4. Make sure your NIC and modem (or router) are negotiating a full-duplex (10Mb or more) connection. 10Mb half-duplex connections may create situations where you can not get full download speeds in the higher tier services. Check your modem event logs for connection information. If you ordered new service or upgraded to a higher service tier your order may not be completed or there may be an issue with the order. To check your order status click here. Additionally, your modem may not be configured with the correct username or you may have been provisioned on the wrong service tier. If you are seeing actual speeds that are consistent with another speed tier (such as 768/128), verify that the proper username/password is configured on the modem. Your service level (speeds) may be assigned based on username. If you are absolutely sure the username is correct, contact BellSouth and have them verify your service provisioning. 1. Make sure the DSL filters are installed properly, present on all devices, and functioning properly. This is probably the #1 reason for many speed related issues. The BellSouth supplied filters have two outputs, one for phones/faxes/etc and the for DSL. It is very important that all phones/faxes/etc have a filter installed. Filters can also go bad for various reasons so just because a filter is installed properly does not mean it is still functioning properly. To eliminate the filters as a cause of problem remove all filters and POTS devices from every jack in the home. Replace the filters and POTS devices one at a time and test the modem for any speed or stat changes. If your speeds drop off dramatically then replace that filter. Home alarms and satellite systems also interfere with DSL. To troubleshoot, simply disconnect any line going to the alarm control module or satellite systems (even if you do not currently subscribe to the service) and check your speed and modem stats. If the alarm is causing issues you can install a special filter designed for alarms systems or call the alarm company for advice. 2. Pull your modem stats and event logs and save/print them while connected in your normal configuration before you make any changes or troubleshoot. Reference the guidelines within the modem stats FAQ to determine if your modem stats are good or not. If your stats and logs look good then you probably do not a physical problem and should look elsewhere. Best advice #1: After you have saved the previous logs, clear them and let the modem create new entries specifically for your testing. If your stats are poor you will have to do further troubleshooting by pulling your modem stats from the NID. Best advice #2: Run the test from the NID for as long as possible. You may have an intermittent issue that doesn't show up if you only check for a minute or two. If you are experiencing troubles at a specific time try and test at that time (if possible). Make sure you recheck the modem logs. 3. If your stats are much better at the NID, you have an issue within the house. Double check that the DSL filters are correctly installed and functioning. Bypass any surge protectors because some are incompatible with DSL and even if they are compatible, they may have gone bad. Completely disconnect or install a filter on any alarm system (even if you do not have active service). Eliminate any possible sources of EMI (Electromagnetic Interference) near the modem or the phone line. A simple hand held AM radio can also be used to track down noisy electrical problems. Tune the radio to a lower frequency so you hear only static. Pass the radio near the suspected device and if you hear a major change in the amount of static that device may be causing the problems. Check for loose connections and damaged wire if possible. You can eliminate the need to disconnect alarm systems and individual filters completely by installing a homerun. Customers who live in apartments can also install a homerun by using a specialized splitter. 4. If your modems stats are poor at the NID then it could be a local line issue or a bad modem. A call to BellSouth is in order. If they conclude the modem is bad they may replace it if it's still under warranty. If they conclude it is a local line issue they will troubleshoot further. BellSouth may or may not have the ability to fix your line issue. It may be easily fixed by a simple call or a local tech, but it may be a distance problem that is uncorrectable. Your slow speeds may just be the way your line is provisioned and the speed test you use. Advertised DSL speeds are sometimes your "connection rate" or "data rate" not "download speed". Due to overhead and signaling it is not possible to download end-user data at actual advertised speeds. Depending on the type of service and whether you are served from a remote DSLAM or not you will have a minimum of roughly 12.5% overhead. 9.4% 5 byte overhead within 53 byte ATM cell 0.5% 8 byte PPPoE overhead 1.3% 20 byte IP overhead 1.3% 20 byte TCP overhead 12.5% Total Signal Overhead (minimum) So a DSL customer with advertised speeds of 1472/256 will have a real world end user data speeds of roughly 1250/220 at best. Most speed test websites have limited bandwidth or overall capacity that may erroneously provide poor speed results. It is suggested that you use the Official BellSouth FastAccess Speed Test Website for your speed tests. If you have good speeds from the BellSouth website but slow speeds from other sites you should not worry about it because the problem is their website...not your connection. Andy Houtz DSL
 got feedback?by FAQFixer  Motorola 2210Westell 2100/2200/6100 Westell 327WSpeedTouch Home2WireCaymanAlthough what is monitored and the exact name may be different depending on manufacturer, the overall information is pretty much the same. Most modems will provide upstream (from modem to DSLAM) and downstream (from DSLAM to modem) stats. Below are some common terms and measurements used to judge line quality. Remember these are not hard numbers but simply a generalization of line statistics: Important MaxSync Information: Customers that are provisioned on the MaxSync Profile will show SN Margins that are typically lower than customers on a service profile that is hard set at the DSLAM. SN Margin (AKA Signal to Noise Margin or Signal to Noise Ratio) Relative strength of the DSL signal to Noise ratio. 6dB is generally the lowest dB manufactures specify in order for the modem to be able to synch. In some instances interleaving can help raise the noise margin to an acceptable level. Generally speaking, as overall bandwidth increases, your signal to noise ratio decreases. A customer that upgrades from 1.5 to 6.0 (or provisioned with the MaxSync Profile) will typically see a corresponding decrease in the signal to noise ratio. This is normal and nothing to worry about. The higher the number the better for this measurement. 6dB or below is bad and will experience no synch or intermittent synch problems7dB-10dB is fair but does not leave much room for variances in conditions 11dB-20dB is good with no synch problems20dB-28dB is excellent29dB or above is outstandingImportant MaxSync Information: MaxSync customers will rarely have SN Margins above 20dB and should not be concerned unless it is below 9-10dB. Line Attenuation Measure of how much the signal has degraded between the DSLAM and the modem. Maximum signal loss recommendation is usually about 60dB. One of the biggest factors affecting line attenuation is distance from the DSLAM. Generally speaking, bigger distances mean higher attenuation. The lower the dB the better for this measurement. 20dB and below is outstanding 20dB-30dB is excellent30dB-40dB is very good40dB-50dB is good50dB-60dB is poor and may experience connectivity issues60dB or above is bad and will experience connectivity issuesDSL Rate (Westell) Your provisioned ATM Rate (actual service rate) plus bandwidth to cover the overhead and provisioning of the service. Attainable Line Rate (AKA Synch Rate) This is the maximum rate at which your modem can connect to the DSLAM if there was no service provisioning limiting the bandwidth. Anything over 2,000Kbps is considered good. The higher the rate the better. Not all modems have the ability to provide attainable line rate. Used Line Rate (Speed Touch Home) Your Used ATM Rate (actual service rate) plus bandwidth to cover the overhead and provisioning of the service. Not all modems have the ability to provide this statistic. Fast Used ATM Rate Actual bandwidth at which your service has been provisioned. The actual number can vary a little depending how you are physically serviced. If there is a number here that also means your connection is "fastpath". Not all modems have the ability to provide this statistic. Interleaved Used ATM Rate Actual bandwidth at which your service has been provisioned. The actual number can vary a little depending how you are physically serviced. If there is a number here that also means your connection is "interleaved". Not all modems have the ability to provide this statistic. Relative Capacity (AKA Line Capacity) Percentage of your overall available bandwidth used to obtain your service ATM rate. For example; if your max line synch rate was 5888Kbps and you were provisioned on a 1472Kbps service you would be using 25% capacity. 1472/5888=25% capacity. The lower the relative capacity the better, but you can still get maximum speeds (although a less stable connection) even with a very high relative capacity. In other words you could be synching at 1472Kbps with 98% relative capacity and achieve maximum speeds, but you may experience more disconnects. Not all modems have the ability to provide line capacity. Output or TX Power How much power modem (upstream) or DSLAM (downstream) is using. Maximum recommended is about 15dB. The lower the power the better for this measurement. Not all modems have the ability to provide output power. CRC Errors (Cyclic Redundancy Check) CRC is a method of detecting errors in data transmission. A high CRC count in itself is not really cause for alarm. However, any increase in CRC errors after your initial connection is established is a problem and usually points to a physical issue somewhere between the modem and the DSLAM. Isolate your inside wiring as a cause by testing from the NID and troubleshoot from there. _________________________________________________________ Andy Houtz DSL
got feedback?by Andy Houtz IntroductionThis procedure enables customers the ability to test DSL speeds, synchronization rates, and overall signal quality directly at the Network Interface Device (NID). By testing the modem directly at the NID all inside wiring and filters/splitters are eliminated from the circuit. Even if you have a Homerun (dedicated DSL wiring) you still must test at the RJ-11 test jack. Extra Credit: You can also isolate and troubleshoot common telephone problems by connecting a phone directly at the NID. Reference the Telephone troubleshooting guide for more information. NOTE: If you live in an apartment or multi-family building please see the Modem Test at the INI FAQ. The best method for testing is to have both the modem and the PC as close to the NID as possible and using the shortest RJ-11 cable available between the NID and the modem. Since the PC is required to access the line statistics you may have to move the PC to another room closer to the NID and thread an Ethernet cable (or USB cable if you have a USB modem) through a window. If it is impossible or hard to move the PC, it is better to use the shortest possible RJ-11 cable to the modem then connect a long RJ-45 Ethernet cable to the PC. You do not have to log in to BellSouth to obtain the line statistics, you simply need the modem to synch with the DSLAM. Incorrect VPI/VCI settings will not effect your ability to synch with the DSLAM. Important Note: If you are using a separate router in conjunction with your modem you will have to connect the modem directly to a single PC in order to access the modem's interface.
-Flat Head Screwdriver (may not be required for all NIDs) -High quality RJ-11 modem cable (use the shortest length possible) -PC or laptop (located as close as possible to the NID) -Ethernet cable (if using an external Ethernet modem) Step 1 - Baseline testing the modemImportant Note: Before testing at the NID you MUST establish an operational baseline reference. Pull your line stats and save/print all of your previous modem logs before you change anything or troubleshoot. Some modems have the ability to test attainable line rate, relative bandwidth capacity, power, attenuation, and signal-to-noise ratio. If available, these measurements and logs are the most accurate assessment of line quality. For more information about capturing line statistics and what the values and numbers mean please reference the following links: •Motorola 2210 •Westell Line Statistics •SpeedTouch Home Line Statistics (Command Line Interface) •SpeedTouch Home Line Statistics using Alcatool (GUI Interface Alternative) •2Wire Line Statistics •Cayman Line Statistics •What do all the line statistics values mean? Are my numbers good? Step 2 - Identify and locate your NID or Station ProtectorThe NID or Station Protector is the point where the telephone cable and service enter your house. Locations can include the side or back of the house, attics, or basements. They are usually about 8" to 12" tall and some common examples are shown in Figure 1. If you have a NID similar to the examples in Figure 1, proceed to Step 3.  Some homes (usually older) may only have a simple Station Protector as shown below. If you only have a Station Protector you will not be able to check the speed and synchronization rates and must call 611 (Service and Repair) and select the home telephone option (not DSL) to request a proper NID. Do not call BellSouth Internet Services. There is no charge to the customer for the new NID installation and it will be installed by a BellSouth technician. If you have a station protector as shown in Figure 2 do not proceed with this test.  Step 3 - Accessing the customer side of the NIDAll NIDs have two labeled access panels. One is marked “Customer Access” and the other is marked “Telco Access” or something similar. The only panel needed to run this procedure is the one marked as “Customer Access”. Some NIDs may require a flat blade screwdriver to open the access panel. Do not try to access the Telco side of the NID. It requires a special tool and is illegal for the customer to open. Step 4 - Finding and testing the RJ11 test jacks in the NIDInside the NID you will find one or more (depending on how many phone lines your house has) Entrance Bridge Networks (EBN) or splitter. This is where the Telco network stops and your private house network begins. EBNs and internal spltters have an RJ11 test jack that will serve as the test point for this procedure. Depending on the style you may need to remove a small operational RJ11 plug wire to access the test jack. Other styles may require you to flip up a cover to access the RJ11 test jack. Some common EBNs and internal splitters are shown in Figure 3. Access the test jack and proceed to Step 5.  Step 5 - Testing the modem and reconnecting the wiringHelpful Hint: To eliminate the modem cable itself being the problem, use a new or known good RJ11 cable (or a least a different one). Plug your test cable into the RJ11 test jack on the EBN or splitter and connect the other end into the “line in” jack on your modem as shown in Figure 4. All wiring within the house is now bypassed and there will be no dial tone on any phones inside while testing. Pull your line stats again (as described in Step 1) and log the results. Best advice ever: Run the test from the NID for as long as possible. You may have an intermittent issue that doesn't show up if you only check for a minute or two. If you are experiencing troubles at a specific time try and test in that time frame, if possible. Make sure you recheck the modem logs too. Extra Credit: Remember you can also isolate/troubleshoot telephone issues by connecting a phone to the EBN's test jack.  Step 6 - Returning to your operational configurationOnce completed, disconnect the test cable from the EBN test jack and replace the operational wire and plug (or flip the test cover back down) depending on EBN style. Ensure that the inside phones have dial tone then close and secure the customer access panel of the NID. Connect the modem back to your standard operational configuration. Step 7 - Analyzing the results:Once you have pulled the modem/line statistics check the following link for detailed more information. What do all the line statistics values mean? Are my numbers good? Your speeds or synchronization rates did not change or only slightly changed during test:
1. The modem is bad. 2. The local loop (wiring from your house to the Central Office/Remote DSLAM) has problems. Either way, please call the Help Desk at 1-888-321-2375 and request a line check. A simple line check can test the local loop for problems. Depending on the results of the line test, the Help Desk will either send a technician to fix the line or replace the modem Your speeds, synchronization rates, or CRC errors changed dramatically during test:
1. The DSL filters are not installed properly, not present on all devices, or simply gone bad. Many times the issue is the filters have been installed incorrectly. The BellSouth supplied filters have two outputs, one for phones/faxes/etc and the for DSL. It is very important that all phones/faxes/etc have a filter installed. Filters can also go bad for various reasons so just because a filter is installed properly does not mean it is functioning properly. To eliminate the filters as a cause of problem remove all filters and POTS devices from every jack in the home. Replace the filters and POTS devices one at a time and test the modem for any speed or synchronization changes. If your speeds drop off dramatically then replace that filter. 2. Bad inside wiring (substandard wiring, cuts/staples/nails through the wiring, improperly installed jacks, etc). Since inside wiring problems are extremely hard to track down we suggest that you install a “Homerun”. A homerun is a dedicated line that is strictly for data (DSL). It ensures that POTS devices and DSL do not conflict or be carried on the same lines. A homerun also eliminates the need for the individual filters on every POTS device. A BellSouth technician can install a homerun in most houses and it is an easy way to avoid the hassles of rewiring your house. There is a service charge for the install. Please call the Help desk at 1-888-321-2375 to schedule an appointment. Homeowners who have the aptitude and wish to do their own homerun wiring can find tutorials outlining a homerun installation online or here. Just remember, a splitter can go bad too, so don't discount it as a problem simply because you already have a homerun. 3. You have an alarm or satellite system. Alarms and satellite systems (even if they are not active and you do not have service) can cause major problems. You will have to install a specialized alarm filter or install a completely separate homerun to isolate the alarm or satellite system as shown here. 4. Interference from other electrical devices. Move any electrical devices such as monitors, TVs, intercoms, HAM radios, wireless devices, halogen or fluorescent lights, etc as far from the modem as possible. If such devices can not be moved disconnect all electronic devices and connect them one at a time and check your speed and synchronization rates after each device is turned on (much the same way you checked for bad filters). If your speed drops dramatically after a certain device is powered than that is causing your problems. A simple hand held AM radio can also be used to track down noisy electrical problems. Tune the radio to a lower frequency that is not used by a station so you hear only static. Pass the radio near the suspected device and if you hear a major change in the amount of static that device may be causing the problems. 5. A bad or incompatible surge protector. Some telephone line surge protectors are not designed for DSL and will create connectivity issues. Even if the surge protector is rated for DSL it may have gone bad or been hit with a lightning surge. In either case, simply bypass the surge protector and test again. Andy Houtz DSL
got feedback?by Andy Houtz IntroductionThis procedure enables customers living in apartment complexes, condominiums, or multi-family buildings the ability to test DSL speeds and synchronization rates directly at the Indoor Network Interface(INI). By testing the modem directly at the INI all inside wiring and filters/splitters are eliminated from the circuit. Note: If you have a standard, single-family house please see the Test at the NID FAQ. The best method for testing is to have both the modem and the PC as close to the INI as possible and using the shortest RJ-11 cable available between the INI and the modem. Since the PC is required to access the line statistics you may have to move the PC to another room closer to the INI. If it is impossible or hard to move the PC, it is better to use a short RJ-11 cable from the INI to the modem and then connect a long RJ-45 Ethernet cable to the PC. You do not have to log in to BellSouth to obtain the line statistics, you simply need the modem to synch with the DSLAM. Important Note: If you are using a separate router in conjunction with your modem you will have to connect the modem directly to a single PC in order to access the modem's interface.
-Flat Head Screwdriver (may not be required for all NIDs) -High quality RJ-11 modem cable (use the shortest length possible) -PC or laptop (located as close as possible to the NID) -Ethernet cable (if using an external Ethernet modem) Step 1 - Baseline testing the modem Important Note: Before testing at the INI you must establish an operational baseline reference. Pull your line stats and save/print all of your previous modem logs before you change anything or troubleshoot. Some modems have the ability to test attainable line rate, relative bandwidth capacity, power, attenuation, and signal-to-noise ratio. If available, these measurements are the most accurate assessment of line quality. For more information about capturing line statistics and what the values and numbers mean please reference the following: •Motorola 2210 •Westell Line Statistics •SpeedTouch Home Line Statistics (Command Line Interface) •SpeedTouch Home Line Statistics using Alcatool (GUI Interface Alternative) •2Wire Line Statistics •Cayman Line Statistics •What do all the line statistics values mean? Are my numbers good? Step 2 - Identify and locate your INIThe INI is the point where the telephone cable and service enter your apartment. Common locations can include kitchens, laundry closets, or bedrooms. Note: Not all apartments have INIs. Some may have a residential NID outside, a demarc or junction box that is not accessible, or no place (other than the standard wall jack) available for testing. A common INI is shown below in Figure 1.  Step 3 - Connecting modem to RJ-11 test jack on the INIOn the bottom of the INI you will find one or more (depending on the number of phone lines in your apartment) RJ-11 Test Jacks. This is where the Telco network stops and your private apartment network begins. Disconnect the short operational wire to access the test jack. Plug one end of your test cable into the open RJ-11 test jack and connect other end into the “line in” jack on your modem as shown in Figure 2 below. Helpful Hint: To eliminate the modem cable itself being the problem, use a new or known good RJ11 cable (or a least a different one).  Pictures by Andy Houtz Step 4 - Testing modem at the INIAll wiring within the apartment is now bypassed and there will be no dial tone on any phones while testing. Best advice ever: Run the test from the NID for as long as possible. You may have an intermittent issue that doesn't show up if you only check for a minute or two. If you are experiencing troubles at a specific time try and test in that time frame, if possible. Make sure you recheck the modem logs too. Step 5 - Returning to your operational configurationOnce completed, disconnect the test cable from the INI test jack and replace the operational wire. Ensure that all phones have dial tone. Connect the modem back to your standard operational configuration. Step 6 - Analyzing the results:Once you have pulled the modem/line statistics check the following link for detailed more information. What do all the line statistics values mean? Are my numbers good? Your speeds or synchronization rates did not change or only slightly changed during test:
1. The modem is bad. 2. The local loop (wiring from your apartment to the Central Office) has problems. Either way, please call the Help Desk at 1-888-321-2375 and request a line check. A simple line check can test the local loop for problems. Depending on the results of the line test, the Help Desk will either send a technician to fix the line or replace the modem. Your speeds or synchronization rates changed dramatically during test:
1. The DSL filters are not installed properly, not present on all devices, or simply gone bad. Many times the issue is the filters have been installed incorrectly. The BellSouth supplied filters have two outputs, one for phones/faxes/etc and the for DSL. It is very important that all phones/faxes/etc have a filter installed. Filters can also go bad for various reasons so just because a filter is installed properly does not mean it is functioning properly. To eliminate the filters as a cause of problem remove all filters and POTS devices from every jack in the home. Replace the filters and POTS devices one at a time and test the modem for any speed or synchronization changes. If your speeds drop off dramatically then replace that filter. 2. Bad inside wiring (substandard wiring, cuts/staples/nails through the wires, improperly installed jacks, etc). Since inside wiring problems are extremely hard to track down we suggest that you install a “Homerun”. A homerun is a dedicated line that is strictly for data (DSL). It guarantees that POTS devices and DSL will not conflict or be carried on the same lines. A homerun also eliminates the need for the individual filters on every POTS device. A BellSouth technician can install a homerun in most cases and it is an easy way to avoid the hassles of rewiring your apartment or condo. There is a service charge for the install. Please call the Help desk at 1-888-321-2375 to schedule an appointment. Note: Most complexes have restrictions on repairs/replacement of wiring. Please check with your property management before you do any changes. Customers who have the aptitude and wish to do their own homerun wiring can find a tutorial outlining an installation here. 3. You may have an alarm or satellite system. Alarms and satellite systems (even if they are not active and you do not have service) can cause major problems. You will have to install a specialized alarm filter or install a completely separate homerun to isolate the alarm or satellite system as shown here. 4. Interference from other electrical devices. Move any electrical devices such as monitors, TVs, intercoms, HAM radios, wireless devices, halogen or fluorescent lights, etc as far from the modem as possible. If such devices can not be moved disconnect all electronic devices and connect them one at a time and check your speed and synchronization rates after each device is turned on (much the same way you checked for bad filters). If your speed drops dramatically after a certain device is powered than that is causing your problems. A simple hand held AM radio can also be used to track down noisy electrical problems. Tune the radio to a lower frequency that is not used by a station so you hear only static. Pass the radio near the suspected device and if you hear a major change in the amount of static that device may be causing the problems. 5. A bad or incompatible surge protector. Some telephone line surge protectors are not designed for DSL and will create connectivity issues. Even if the surge protector is rated for DSL it may have gone bad or been hit with a lightning surge. In either case, simply bypass the surge protector and test again. Andy Houtz DSL
got feedback?by Andy Houtz 1. They are reprovisioned as a MaxSync customer. An Ultra customer that upgraded to a MaxSync profile would have their provisioning rate change from 1472/256 to the highest rate the line could handle (up to 8128/512) or 2. They are reprovisioned at the specific higher speed. An Ultra customer that upgraded to Extreme 3.0 would have their provisioning rate change from 1472/256 to 3008/384 (or 3552/384). The bad news Generally, higher bandwidth lowers the overall signal to noise margin and increases line attenuation. Changing to a higher provisioning rate or a MaxSync profile could create problems for a customer that were never an issue before. The example below shows what could happen to acustomer that upgrades from Ultra to Extreme 6.0: Ultra (1472/256) service with traditional provisioning at the DSLAM - Marginal line with attainable line rate of 3600/500 - Signal to noise margin of 10dB - Line attenuation of 55dB - Loop Capacity is about 41% The customer has never had any problems even though the line is marginal because of the low synch rate. Same 1472/256 service set to Extreme 6.0 (MaxSync) profile - Marginal line attainable line rate of 3600/500 - MaxSynch rate of 3552/384 (possibly with interleaving) - Signal to noise margin of 6dB - Line attenuation of 60dB - Loop Capacity is almost 100% The customer may now experience connectivity issues and may have also been placed on interleaved profile. Although newer interleaving techniques have reduced the overall latency as compared to older methods, it still introduces some latency. Important Information: Due to differences in network topology, MaxSync is not available to all FastAccess customers. A simple way to tell if you are on MaxSync is to check your synch rate and modem stats. If your synch rate is far above your actual service plan, chances are you are on MaxSync. Ultra-Mega Important Information: Just because you have been put on a MaxSync profile does not mean you are automatically eligible for all tiers of service! Additional Information: How do I check modem statistics? What do the numbers mean and are my stats good? What is Interleaving and Fastpath? Andy Houtz DSL
got feedback?by FAQFixer Loss of synch is a a very specific symptom and should not be generalized as simply "loosing internet connection". The easiest indicator of synch (success or loss) is a diagnostic light on the DSL modem. The exact light indicating synch varies among models and manufacturers, however some common examples are shown below. Motorola 2210 - DSL Westell 2100 - Ready Westell 2200 - RDY/SYNC Westell 6100/327W - DSL 2Wire - Broadband Link or DSL Netopia 3346/3347 - DSL Sync Typically, sync loss is a physical issue between the DSLAM and your modem. Start with the easiest (and most common) causes found in Section 1. If the issue is not resolved use Section 2 to determine whether the problem is on the AT&T local loop or your end. 1. Make sure the DSL filters are installed properly, present on all devices, and functioning properly. This is probably the #1 reason for many speed related issues. The BellSouth supplied filters have two outputs, one for phones/faxes/etc and the for DSL. It is very important that all phones/faxes/etc have a filter installed. Make sure you have not installed the filter backwards. See the piture below. Filters can also go bad for various reasons so just because a filter is installed properly does not mean it is still functioning properly. To eliminate the filters as a cause of problem remove all filters and POTS devices from every jack in the home. Replace the filters and POTS devices one at a time and check for any changes in synch. You may need to use a cell phone (or separate line) to place an inbound call to your home number to recreate the loss of synch. Replace any filter that is questionable. Home alarm systems also interfere with DSL. To troubleshoot, simply disconnect any line going to the alarm control module (even if you do not currently subscribe to the service) and check your modem. If the alarm is causing issues you can install a special filter designed for alarms systems or call the alarm company for advice.  1. Pull your modem stats and event logs and save/print them while connected in your normal configuration before you make any additional changes. Reference the guidelines within the modem stats FAQ to determine if your modem stats are good or not. If your stats and logs look good then you probably do not a physical problem and should look elsewhere. Best advice #1: After you have saved the previous logs, clear them and let the modem create new entries specifically for your testing. If your stats are poor you will have to do further troubleshooting by pulling your modem stats from the NID. Best advice #2: Run the test from the NID for as long as possible. You may have an intermittent issue that doesn't show up if you only check for a minute or two. If you are experiencing troubles at a specific time try and test at that time (if possible). Make sure you recheck the modem logs. 2. If your stats are much better at the NID, you have an issue within the house. Double check the DSL filters are correctly installed and functioning. Bypass any surge protectors because some are incompatible with DSL and even if they are compatible, they may have gone bad. Completely disconnect or install a filter on any alarm system. Eliminate any possible sources of EMI (Electromagnetic Interference) near the modem or the phone line. A simple hand held AM radio can also be used to track down noisy electrical problems. Tune the radio to a lower frequency so you hear only static. Pass the radio near the suspected device and if you hear a major change in the amount of static that device may be causing the problems. Check for loose connections and damaged wire if possible. You can eliminate the need to disconnect alarm systems and individual filters completely by installing a homerun. Customers who live in apartments can also install a homerun by using a specialized splitter. 3. If your modems stats are poor at the NID then it could be a local line issue or a bad modem. A call to BellSouth is in order. If they conclude the modem is bad they may replace it if it's still under warranty. If they conclude it is a local line issue they will troubleshoot further. BellSouth may or may not have the ability to fix your line issue. It may be easily fixed by a simple call or a local tech, but it may be a distance problem that is uncorrectable. Andy Houtz DSL
got feedback?by FAQFixer •Can not access certain web sites or see particular frames within a website Websites like www.cnn.com and www.weather.com are commonly referenced. •Web pages stall and/or eventually time out and fail to load. •Can not access web sites or sections of web sites that require a username and password (i.e. banking, stock quote, online ordering, etc). Websites like www.chase.com and www.fidelity.com are commonly referenced. •Can not access or download from certain FTP sites. •Can not access certain servers or information while using a VPN client (especially active directories). •Can not access web based or POP based email or send/receive emails. •Can not access remote desktop applications or active directories. •Can not send/receive file transfers. Very, Very, Very Important Recommendation: This rest of this FAQ is for pointy headed people with no life that are just dying to get their command prompt fix and do some interesting (albeit completely boring) tests. I strongly recommend you download DrTCP, set your MTU on your NIC(s) to 1492 (or less) as shown here, and do something better with your time. That said, if you wish to continue please proceed. Quick Tips: •One way to verify whether if it is an MTU problem is to try and access the application or website via dial up access. Since dial up uses a default MTU of 576 bytes you will not have the same problems as broadband. If you have problems with both broadband and dial up access then the problem is something else. •This ping test only verifies whether the packet is fragmented at the end points. •Due to additional complications, VPNs require a different type of MTU test. Please refer to the VPN MTU Test. •Please reference the MTU troubleshooting article from Cisco for a brief overview of the MTU/PPPoE problem. •If you have a network with multiple PCs every computer should be set up with the same MTU. Additionally, some PCs may use several Network Adapters or a VPN client adapter on one PC so you must verify you are changing the Network Adapter associated with your broadband service or VPN client. • The built in PPPoE client for Windows XP uses an MTU that can not be easily changed. The MTU is set to 1480. For more information please reference this XP MTU article. This only applies if you are running the built in XP PPPoE client! Finding the Correct MTU To find the correct MTU for your configuration you must run a simple DOS Ping test. You will simply send out ping requests and progressively lower your packet size until the packet no longer needs to be fragmented. Although this simple test is accurate for testing end points, users may find that a lower MTU may be better for their particular circumstances. Please reference the following steps: The command for this ping test is ping www.dslreports.com -f -l xxxx. •There is a single space between each command. •"-l" is a lower case letter L, not the number one. •The last four numbers are the test packet size. Step 1Open a DOS prompt screen by clicking on Start>Programs>MSDOS-PROMPT. You can also use the Run Command by clicking on Start>Run then type in "command" for Windows 95/98/ME or "cmd" for Windows 2000/XP. Step 2At the DOS Prompt type in ping www.dslreports.com -f -l 1472 and hit Enter. Notice that the packet needs to be fragmented. (Figure 1)  Step 3Drop the test packet size down (10 or 12 bytes) and test again. Notice that the packet still needs to be fragmented. (Figure 2)  Step 4Drop the test packet size down more and test again until your reach a packet size that does not fragment. (Figure 3)  Step 5Once you have a test packet that is not fragmented increase your packet size in small increments and retest until you find the largest possible packet that doesn't fragment. Step 6Take the maximum packet size from the ping test and add 28. You An example: 1440 Max packet size from Ping Test + 28 IP and ICMP headers 1468 Your optimum MTU Setting Step 7You can dowload DrTCP here or find a similar registry editing application to change your MTU. An example of changing the MTU using DrTCP is shown below. (Figure 4)  Pictures by Andy Houtz Important Additional Notes•There may be more than one network adapter showing in the pull down menu for your PC. You must make sure you change the MTU on the correct network adapter associated with your broadband connection or VPN client. You must also reboot your computer in order for the new MTU settings to take place. Additionally, if you have a network with more than one computer, all NICs, adapters, and router(s) must have the same MTU setting. Please reference the links below to learn how to change the MTU on some popular routers: •MTU change on a Linksys Router •Some Linksys router model/firmware have an "Auto" MTU capability that does not function correctly. You must enable the manual MTU function and adjust the size to 1492 (or less). •MTU change on a D-Link Router Andy Houtz DSL
got feedback?on Mikrotik on PPP Profile "Change TCP MSS" to "yes" that fixes it with Motorola Canopy Radio problems for sure 2010-10-21 10:50:47 by Andy Houtz Port Forwarding on the Westell To enable port forwarding and open ports on the Westell please click here. IP Passthrough on the WestellTo enable IP Passthrough and assign an IP to a specific computer please click here. Bridged Mode with Third Party PPPoE Client on PCTo set up the Westell in bridged mode please click here. To set up a PPPoE client (native Windows XP) in conjunction with the Westell please click here. To set up a RASPPPoE client please click here. To download the BellSouth Connection Agent along with the installation instructions, please click here. Important note: Opening ports or using IP Passthrough exposes your computer directly to the Internet. A firewall of some type is highly recommended. Andy Houtz DSL
got feedback?by Andy Houtz Step 1Open a DOS prompt screen by clicking on Start>Programs>MSDOS-PROMPT. You can also use the Run command by clicking on Start>Run then type in command for Windows 95/98/ME or cmd for Windows 2000/XP. Step 2At the DOS Prompt type in ping 64.233.161.104 and hit Enter. Make sure you receive replies from the IP.  Step 3At the DOS Prompt type in ping www.google.com and hit Enter. Make sure you receive replies from the IP. If you do not receive any replies then the DNS Server is not working correctly. Additionally, if Steps 2 and 3 work but you are experiencing latency resolving to websites then you should change your DNS settings and retest. Check here to obtain alternate BellSouth DNS IP addresses.  Step 4If you do not receive any replies in Step 3 the DNS Server is not working correctly and you should change your DNS settings and retest. If Steps 2 and 3 work but you are experiencing latency resolving to websites then you should change your DNS settings and retest. Check here to obtain alternate BellSouth DNS IP addresses. Other DNS servers are also available for testing such as 4.2.2.1 and 4.2.2.2. Other PossibilitiesIf you are still having problems with some websites not loading or stalling it could be an MTU issue. Click here for more information. Andy Houtz DSL
got feedback?by FAQFixer There are several alternatives around this problem. One method involves extra equipment (second NIC and a hub) and major configuration changes. The second method requires you to utilize the router as a simple switch and use the Westell's PPPoE and DHCP functions. Click here for more information. Check the BellSouth FAQs for specific router instructions. Generic Westell and router configuration information can be found here. Andy Houtz DSL
got feedback?by FAQFixer Windows 95/98/ME Instructions For Win95, 98, and ME you access the network settings by clicking on: ->Start ->Settings ->Control Panel ->Network •Once at the Network Window scroll down and look for the first entry in the box marked TCP/IP that is associated with your hardware ethernet card (ignore dialup, AOL, and VPN type bindings). Select and highlight the correct Internet Protocol (TCP/IP) entry and click PROPERTIES.  •Select the IP ADDRESS tab. Select Use the following IP address and enter 10.0.0.1 and 255.255.255.0 into IP address and subnet mask fields respectively. Do not click on OK yet.  •Select the GATEWAY tab. Enter 10.0.0.138 into New Gateway field and click on Add. Click OK.  •Close all windows and restart the PC. Windows 2000/XP Instructions For Win2000 and XP you access the network settings by clicking on: -> START -> SETTINGS -> NETWORK and DIAL-UP CONNECTIONS, -> Right click on Local Area Connection and select Properties •Once at the Network Window scroll down and look for the first entry in the box marked Internet Protocol (TCP/IP) that is associated with your hardware ethernet card (ignore dialup, AOL, and VPN type bindings). Select and highlight the correct Internet Protocol (TCP/IP) entry and click PROPERTIES.  •Select the GENERAL tab. Select Use the following IP address and enter 10.0.0.1, 255.255.255.0, and 10.0.0.138 into IP address, Subnet mask, and Default gateway fields respectively. Click OK.  •Close all windows and restart the PC. If you operate Windows98 Second Edition and are experiencing stalls and freezes not fixed by the instructions above, please see the Windows 98 Second Edition Problems with NDIS Intermediate Drivers Support Page. Andy Houtz DSL
got feedback?by Andy Houtz The correct email server address for all BellSouth customers is mail.bellsouth.net and should be used for both the POP and SMTP servers. Detailed instructions on setting up common email clients are available at the BellSouth Email Configuration Page. NOTE:Your email password can be different from your main FastAccess password. Also, unlike having to log into FastAccess, your email does not require "@bellsouth.net" after the username. To change your email password check here.
got feedback?I was using BellSouth and all of a sudden I was thrown into Yahoo.
All SAVED e Mail is lost.
Why the change?
Retta l. Sims = odemae@bellsouth.net 2010-09-14 07:59:54 My e-mail will not send but will recieve. 2009-10-28 22:24:31 Everything is set up properly. My e-mail can recieve but not send. Anna 2009-10-28 22:25:59 I have had problems with my Bellsouth.net e-mail hanging up on a message and never completing the download. After much go around with technical support, I discovered on my own that something like a malformed header was causing it. If I went into bellsouth webmail, I could delete the offender and everything would be OK. This has happened about 3 times in the last 4 years. 2008-09-18 12:09:34 (TransEng The links in the BellSouth Email Configuration Page do not work. jrb 2009-03-05 12:26:18 UMMMM THE ADDRESS FOMR SET UP IS NOL LONGER VALID...how typical of bell south!!! 2009-07-19 22:36:10 My trouble is I cannot send email from my bellsouth.net email account. But if I log on to AT&T and go to my email at bellsouth.net I can send e mail but once I read an email it disappears. 2009-02-02 15:47:42 I can't find my bell south email. Where is it? 2009-02-03 21:58:05 cannot get email on webmail to come up getting yahoo sign in,, I do not like yahoo for my home page, please answer, cheryl_kinslow@bellsouth.net 2009-02-05 22:03:52 I have not been able to access My paid for account of e-mail account.
If this is not corrected ASAP! I will be force to close all of My Accounts. This is stupid. I can even check My e-mail for job's responding to My Resumes!!!
Linda Douglas
linddouglas@bellsouth.net
All of My services will become Null and Void, is this is not resolved before close of bussiness day! 2009-08-05 04:12:54 I have been using the emial address dgerken@bellsouth.net for up to 10 years. However, recently, after A T &T took it over, my password no longer works. I have tried many times to correct, but ATT has passed the buck to Yahoo.com and that has been the clincher. I wish to completely get rid of the dgerken@bellsouth.net email address as it is no longer usable. 2010-10-14 08:34:30 by leevis Reference these links for more information about: Swapping the pairs at the wall plate RJ-11 wall jack schematic RJ-11 pin outs line swapper. Additionally, some modems ship with specialized RJ-11 cables that have a built in pin swap or are a reverse polarity cable. When swapping modems use the cables supplied with the new modem to avoid potential problems. An incorrectly wired jack may still provide enough connectivity to allow synch but the attenuation and signal to noise margin will be degraded and you will probably have connectivity issues. Note: Not having the correct VPI/VCI on a modem will not prevent a modem from synching. Important Note: The RJ-11 standard was designed for 3 pairs. However most telephone cords and wall plates only have 2 pairs (pins 2-5). So when most people say "inner pair" they are technically talking about line pair #1 (pins 3 & 4). When they say "outer pair" they are technically talking about line pair #2 (pins 2 & 5).  Schematic and picture by Andy Houtz Andy Houtz DSL
got feedback?by Andy Houtz  Home Depot also carries a comparable RCA model.  Important Note: The trick is that you must plug this adapter into the modem itself not into the wall jack. Plug one end of the phone cord into the port marked "L2" on the adapter and then plug the other end into the wall jack. Alternative Method: If a line swapper is not available you can rewire the wall plate to swap the inner and outer pairs. Reference the Line Swap Schematic for details.
got feedback?by leevis Unfortunately, when water gets into a telephone cable, it can cause the same flow of current as going off hook. This is known as a light short. This condition will eventually cause the Switch to time out and disconnect dial-tone, hence a dead line. The ADSL signal, on the other hand, is often unaffected by a ’light short’ and as such, the ADSL service will continue to function.
got feedback?by Splitpair This problem can be resolved by entering (i.e. "hard coding") the BellSouth DNS server IP addresses on each of the PCs in your network. got feedback?by leevis Andy Houtz DSL got feedback?by leevis Time Saver Tips! 1. BellSouth can not do anything about packet loss on routers that are not on their network. Chances are, the routers do not have a problem and are dropping ping requests for priority reasons. It is a complete and utter waste of your time (and theirs) to call about it. Of course, this is America and you are free to waste all the time you want, however do not expect any solutions by calling. Your time would be better spent in useful endeavours such as "making a paper hat" or pondering why were there "four thousand holes in Blackburn, Lancashire" and why did someone actually count them all? 2. Increased requests from customers constantly running silly ping tests thinking that there is a problem simply adds to the latency and packet loss "problem". One thing to keep in mind: If the packet loss on your first hop then you may have a possible physical issue that requires further troubleshooting. If you have consistent high ping times on your first hop you may be "interleaved" Andy Houtz DSL
got feedback?by FAQFixer Section 1 - Physical Issues Section 2 - A Bad Modem Section 3 - BellSouth Provisioning/Order Issues 1. Make sure all POTS devices have a filter that it is properly installed and is functioning correctly. Incorrectly installed or bad filters is one of most common causes and should be checked first. Bypass any surge protectors. Some surge protectors are not compatible with DSL and even if they are, they may have gone bad. Change the modem cable with a known good one. Plug the cable into a different wall jack, if possible. If the modem still does not synch well proceed to Step 2. 2. You must isolate the home wiring from the local loop by checking for synch at the NID. If there is synch issues, it is a bad modem or a problem on BellSouth's end. A call to the helpdesk is required. 3. If the modem does synch correctly at the NID you have an inside issue. Check all the house wiring/connections or install a homerun. A BellSouth technician can isolate and fix inside wiring issues or create a homerun for you, however it may include additional charges. 4. Some modems receive the DSL signal on different wire pairs. Check here for more information. 1. If possible, borrow a known good modem to check for synch. If a good modem still does not synch or you do not have access to another modem you will have to call BellSouth. They will do some tests and should be able to isolate whether it is a bad modem or a local loop issue. If it is a loop issue they will roll a truck; if it is a bad modem they will ship a replacement if you qualify for a replacement modem. 1. There may be an issue with the DSLAM provisioning. Obviously, the customer would not have any ability to troubleshoot this type of problem, however it is usually very easy for the techs to isolate and correct. Additionally, if you are a new customer your order may simply not be completed yet. You can check your order status online. Andy Houtz DSL
got feedback?by FAQFixer 1. You turn off or reset your PC/modem/router or simply end the session by disconnecting. Change your habits.2. Your modem/router/PC is set to timeout after a certain time of unactivity. Make sure your router is not set time out. Some manufacturers refer to this as "keep alive" or require you to enter 0 in the Idle Timeout field.Linksys "Keep Alive" ExampleNetgear "Keep Alive" ExampleChange your Westell to "Always On" procedure 3. You have a router or modem that is/going bad. When a router or modem is dying it may disconnect you for no reason and no real pattern. Make sure your firmware is up to date. If you suspect a bad router, simply connect the modem directly to one computer to troubleshoot. 4. You have a physical line problem that makes you lose synch. Check for physical line problems like bad filters, broken wires, interference, etc.Perform a modem test at the NID 5. BellSouth disconnects you due to maintenance or an outage. Out of your control. Andy Houtz DSL
got feedback?by Andy Houtz Windows XP Winsock Fix Scripts for automatically fixing Winsock errors on other Windows OSs are available here. Andy Houtz DSL
got feedback?by Andy Houtz 1. Revert back to Internet Explorer 6 2. Use a different browser application (Firefox/Safari/etc) 3. Get a newer modem from BellSouth/AT&T (Westell 6100/Motorola 2210/etc) 4. Use the links below which are the specific URLs to each menu page. (Thanks »/profile/875817 for the HTML) Bellsouth Westell Menu URLs
• EZ Login • Home • Diagnostics • Update Modem • Reset Modem • Modem Self Test • Expert Mode
• DHCP • IP • NAT • Statistics Andy Houtz DSL
got feedback?Thank you! Thank you! Thank you! 2008-12-10 20:14:00 Thanks for posting this info - was able to get a BS A2100 reconfigured using the direct URLs you listed. 2010-12-07 19:12:55 by FAQFixer Andy Houtz DSL got feedback?by FAQFixer DrTCP can be used to lower the MTU on almost any server available and a step by step guide is shown below. Step 1Download DrTCP and open the application. Select the proper network adapter from the pull down menu and change the MTU to 1400 bytes. Important Note: There may be more than one network adapter showing in the pull down menu. You must make sure you change the MTU on the correct network adapter associated with your secure server. If there is any doubt as to which adapter is the correct one, change the MTU on all adapters. Restart the Server. The changes will not be set unless your completely restarted your Server.  Picture by Andy Houtz Step 2After the PC has restarted, open a HTTPS session and test your connectivity to the server as well as any applications. If your connection works correctly at 1400 bytesRepeat Steps 1 and 2 but increase your MTU to 1420 bytes. Continue to repeat Steps 1 and 2 (increasing your MTU by 20 bytes each time) until your session does not function correctly and back the MTU down to the last known fully functional MTU size. Remember you must restart the PC/Server after every MTU change. If your HTTPS session does not work correctly at 1400 bytesRepeat Steps 1 and 2 but decrease your MTU to 1380 bytes. Continue to repeat Steps 1 and 2 (decreasing your MTU by 20 bytes each time) until your session functions correctly. Remember you must restart the PC/Server after every MTU change. Important NotesIf you have a network with more than one server, all NICs, adapters, and router(s) should have the same MTU setting. Andy Houtz DSL
got feedback?by FAQFixer As any technology evolves there are, shall we say, seemingly technically good ideas that really don’t produce the results one might think they could. A perfect example is shielded cords. While it is indisputable that a shielded cable or a cord made from such a cable is more resistant to certain types of external interference, the marketers and promoters of such cables and cords commonly overlook the fact that if they are not installed properly, they are no more resistant to external interference than a regular cable or cord. In order for a shielded cable to work properly, the shield must be properly grounded and the proper methods are beyond the scope of this FAQ. In most cases, considering the jacks and modems used in ADSL service, properly grounding the shield is not possible for the average end user to achieve. As such, one who has paid the money for a shielded cable never realizes the benefit (if any) of using such a cable. IMO based on my experience, unless you live in an extremely high radio frequency or other man made noise type of environment, using a shielded cable for ADSL service is money tossed to the wind. Conversely, if you do live in an extremely high radio frequency (Ham Operator), you probably don’t need an FAQ on RF/noise mitigation as you are already living it and may have already written a few chapters about it. ;-) Wayne
got feedback?by Splitpair Alternative Methods: There are several alternatives around this problem. One method involves extra equipment (second NIC and a hub) and major configuration changes. The second method requires you to utilize the router as a simple switch and use the modem's PPPoE and DHCP functions. Click here for more information. Andy Houtz
got feedback?by FAQFixer Very Important Notes: •Due to some operational issues it is VERY important that you have the latest firmware on your Linksys router. Please to the Linksys Download Website and ensure you have the newest firmware. •When you set your MTU you must make sure the MTU is identical on all PC NICs and your router. To find your optimum MTU please click here. Step 1Important note: The following screen shots are based on a Linksys BEFSR41v.2 router and your screen shots may be different, however the steps and configurations are the same. Open a browser session and enter "192.168.1.1" in the address field to access the Linksys Interface. At the Username and Password prompt enter "admin" (without quotes) in the Password Field.  Step 2Click on the Advanced tab from the menu.  Step 3Select the Filters tab and find MTU. Select "Enable" or "Manual"and enter your MTU in the text field. Click Apply. The router will restart with the new settings. Remember, your menu may be slightly different but the overall process is the same.  Step 4When you receive the confirmation pop-up click on Continue.  You're finished. Andy Houtz
got feedback?by FAQFixer After racking my brain and enlisting the help of several others: »WRT54G & Bellsouth: Continuous Router Disconnects Eventually I noticed that the MTU window in the router setup page contained the number "1492" as it should, but it was grayed out, and the setting was "Auto". In previous LinkSys routers, I had set this manually, so I changed it to Manual and left the setting at 1492. Voila! Problem fixed! 
got feedback?by KeysCapt  The EBN (there may be more than one EBN depending on how many phone lines your house has) inside the NID will have a test jack where you can directly connect a phone or modem to the TelCo network and eliminate your inside wiring. For more detailed instructions about checking your modem, phone, or circuit please reference the NID Test FAQ. Most customers that live in apartments won't have a NID and may have an INI (Indoor Network Interface). Please reference the NID Test FAQ for more details. Andy Houtz DSL
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